Privacy Policy

About this policy

This policy explains how Onwards Answering collects, uses and protects personal data when you visit call-answering-service.co.uk, when you contact us, and when we answer calls on behalf of our clients. We follow the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Who we are

Onwards Answering provides telephone answering, call handling and virtual receptionist services across the UK, including message taking and appointment booking. This website is one of our websites; our main website is onwardsanswering.com.

For data protection purposes we are a data controller for our own business, including this website and our dealings with clients and enquirers. When we answer calls for a client, we are a data processor and the client is the controller.

• Onwards Answering, 34 Woodlands Road, Glasgow G3 6UR
• Email: info@onwardsanswering.com
• Phone: 0141 286 4220

What this website collects

This website has no forms and no accounts, and it does not ask you to enter any personal details. It collects the following:

• Analytics. We use Rybbit, a privacy-focused analytics service, to understand which pages are read and how visitors find us. Rybbit is cookieless: it does not place cookies on your device. It records information such as the pages you view, the referring website, your browser, device type and an approximate country or region. Rybbit says it derives location from your IP address without storing the address itself.
• Maps. Our location pages, contact page and About page show an embedded Google map. When the map loads, Google receives your IP address and browser details and may set its own cookies. Google handles that data under its own privacy policy.
• Server logs. Like any website, our hosting provider keeps short-term technical logs (such as IP address, time of visit and the page requested) to keep the site secure and working.

Information you give us

If you phone or email us, or start a free trial through onwardsanswering.com, we collect what you choose to tell us, usually your name, phone number, email address and business details. We use it to reply, to set up and run your service and to manage your account.

Calls we answer for our clients

When we answer calls for a client, our receptionists may record the caller's name and contact details, the message, appointment details and anything else the caller tells us. We process this information only on our client's instructions and pass it to them, for example as a call summary by email or SMS or in the Onwards Answering Connect app and portal. If you called one of our clients and have a question about your data, please contact that business, as they are the controller. You can also contact us and we will help.

How we use personal data and our lawful bases

We use personal data to respond to enquiries, deliver our services, handle calls and messages for clients, manage client accounts, improve our websites and services, and meet our legal and regulatory obligations. Depending on the activity, we rely on these lawful bases:

• contract, where we need the data to provide a service you have asked for;
• legitimate interests, for example understanding how our website is used and keeping it secure;
• consent, where we have asked for it; and
• legal obligation, where the law requires us to keep or share information.

Sharing

We do not sell personal data. We share it only where we need to: with our clients, when we handle calls on their behalf; with IT, hosting, analytics and support providers who work for us; and with legal or regulatory bodies where the law requires it. Everyone we share data with must protect it.

How long we keep data

We keep personal data only for as long as we need it to provide our services, meet legal requirements and resolve disputes. Call data and messages are kept in line with our agreement with each client.

Keeping data secure

We use appropriate technical and organisational measures to protect personal data, including secure systems with restricted access, staff training on confidentiality and data protection, and careful handling of call information.

Your rights

Under UK GDPR you have the right to:

• access the personal data we hold about you;
• have inaccurate data corrected;
• ask us to delete your data;
• object to or restrict how we use it;
• ask for your data to be transferred; and
• withdraw consent at any time, where we rely on consent.

To use any of these rights, email info@onwardsanswering.com or call 0141 286 4220. If you are unhappy with how we have handled your data, you can complain to the Information Commissioner's Office at ico.org.uk, although we would appreciate the chance to put things right first.

Cookies

This website does not set its own cookies, and our analytics are cookieless. The only cookies you may receive come from Google when a map loads on a location, contact or About page. You can block or delete cookies in your browser settings.

Links to other websites

This website links to other sites, including onwardsanswering.com for prices, plans and free trials, and to official sources such as gov.uk. Those sites have their own privacy policies, and the onwardsanswering.com privacy policy covers anything you submit there.

Changes to this policy

We may update this policy from time to time, and the latest version will always be on this page. This version was last updated on 1 October 2026.