When did banks start recording calls?

Brendan Burgess

Founder
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I presume some did it as good practice before the others.

When did it become compulsory?

How long do they have to keep them?

Brendan
 

Sunny

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3,638
We were recording phones in BOI in the late 90's around executing client orders but I don't know if that was widespread or if it covered all areas. Think it is 6 months for voice records but not sure.
 

TrackerThieves

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124
EBS started recording from the start of 2013
ccma 2013
65. All records required by, and demonstrating compliance with this Code, must be retained by the lender for six years. In addition, all records relating to a borrower must be retained for six years from the date the relationship with the borrower ends.
 

TrackerThieves

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64. A lender must maintain recordings of all Arrears Support Unit telephone calls made to or from a borrower in relation to his/her arrears or pre-arrears.

assume "all records" from section 65 includes recording but not very clear
 

cmalone

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281
Had a data protection / gdpr request with bank of Ireland. Complaint went to ODPC commissioner and bank claimed that no calls were recorded. They changed their mind 1 year into investigation and ‘found’ some calls , but not the relevant ones I was looking for. The case continues. So beware... they may initially deny. You will heed to have times / dates / what number you called / who you spoke with etc to beat their lies ...
 

notabene

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369
Had a data protection / gdpr request with bank of Ireland. Complaint went to ODPC commissioner and bank claimed that no calls were recorded. They changed their mind 1 year into investigation and ‘found’ some calls , but not the relevant ones I was looking for. The case continues. So beware... they may initially deny. You will heed to have times / dates / what number you called / who you spoke with etc to beat their lies ...
in my experience even when you can provide those details they still won't always be able to provide the call transcripts - was able to do so for numerous in calls made in 2016 for example and none of these were provided to me.
 
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