Privacy Policy

Last updated: 9 October 2026

This notice explains how DACCAA Ltd ("DACCAA", "we", "us") collects and uses personal information about people who visit our website, contact us, phone us, or use our services, and the rights you have over that information. We are the controller of your personal information under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who we are

DACCAA Ltd is a company registered in England and Wales (company number 14639674).

Registered office: 11 Othello Close, Stafford, ST17 9ZN, England.

For anything about your personal information, including using any of your rights, email [email protected] or write to us at the address above.

2. The information we collect

• When you contact us by email, through a form on our website or through our live chat: your name, contact details and what you tell us.
• When you phone or text us: your phone number, the details of the call, call recordings, voicemails and messages. Section 3 explains this in full.
• When you become a client: your name, business and contact details, the details of your account on our client portal, the work we do for you, invoices, payments and our correspondence with you.
• When you visit our website: technical information such as your IP address, browser and the pages you view, which is used to deliver and protect the site (section 5).

3. Phone calls, voicemails and text messages

What happens when you call us

• Your number is checked against our records, so that we can greet you by name and put you through to the right person. We log your number, the time of the call, the options you choose in our phone menu, who the call was put through to and how it ended.
• Calls are recorded from the moment a member of our team answers. You will hear a short notice before this happens. Nothing is recorded while you are choosing options in our menu.
• If nobody can take your call, you can leave a voicemail. That is recorded too.
• Recordings and voicemails are transcribed automatically and then analysed using artificial intelligence (AI). The analysis produces a short summary of the call and creates follow-up tasks on our task board, such as calling you back or doing a piece of work you asked for.
• The AI does not make decisions about you. It notes and organises what you asked for, and a member of our team deals with everything it produces.
• To make sure someone responds quickly, a short alert that you called (your name if we know it, your number and the time) is posted to a private channel used only by our team. It does not include what you said.
• Numbers we have identified as nuisance or spam callers are blocked.

Why we do this

We record and analyse calls to deal with your enquiry properly, to keep an accurate record of what was discussed and agreed, to make sure nothing you ask for is missed, to improve our service, and to protect both you and us if there is ever a disagreement about what was said.

Our lawful basis is our legitimate interests (UK GDPR Article 6(1)(f)): handling enquiries efficiently and keeping accurate records of our work with clients. We have weighed these interests against your privacy and consider the recording proportionate, because recordings are kept for a limited time, only our team can access them, and they are never used for marketing.

If you would rather not be recorded

You are welcome to contact us by email instead. You can also object to a call being recorded, or ask us to delete a recording, at any time by emailing [email protected]. We will delete it unless we have a compelling reason to keep it, such as an unresolved dispute about what was agreed.

Text messages

We keep the text messages you send us and our replies, so the conversation is on record in the same way as an email.

How long we keep call information

Call recordings, voicemails and their full transcripts are deleted automatically 12 months after the call. The record that a call took place, its short written summary and any tasks it led to are kept with our other records about you, as described in section 8.

4. How we use your information, and our lawful basis

• Answering your enquiry and providing a quote: to take steps at your request before entering into a contract, or our legitimate interest in responding to people who contact us.
• Providing our services, running your client portal account, invoicing and taking payment: to perform our contract with you.
• Keeping accounting and tax records: to comply with our legal obligations.
• Recording and analysing phone calls: our legitimate interests, as explained in section 3.
• Keeping our website, portal and phone system secure, and preventing spam and fraud: our legitimate interests.
• Sending our newsletter, if you sign up to it: your consent, which you can withdraw at any time using the unsubscribe link in any newsletter.

5. Our website

Our website is delivered through Cloudflare, which processes visitors' IP addresses and request details to deliver pages quickly and to protect the site against attacks.

Live chat. Our pages include a live chat service provided by Tawk.to. It sets cookies so that a conversation can continue as you move between pages. If you use the chat, your messages and any details you give are stored by Tawk.to on our behalf.

Spam protection. Our forms are protected by Cloudflare Turnstile and Google reCAPTCHA, which check that a real person is using the form. To do this they process information about your browser and device, and may set cookies.

You can block or delete cookies in your browser settings, although parts of the site, such as the live chat, may then not work.

6. Who we share your information with

We do not sell your personal information. We share it only with service providers who handle it on our behalf, under contract and on our instructions:

• Twilio: our phone system, including call recordings, voicemails, voicemail transcription and text messages.
• Cloudflare: website delivery and security, spam protection, transcription of call recordings, and the secure gateway through which call transcripts are sent for AI analysis.
• OpenAI: the AI model that analyses call transcripts, reached through Cloudflare. OpenAI does not use this information to train its models.
• Discord: the private team channel where we receive alerts that someone has called.
• Blueboard: our task board, where follow-up tasks from calls and requests are recorded.
• Tawk.to: our website live chat.
• Google: reCAPTCHA spam protection on our forms.
• Amazon Web Services: sending email from our client portal.
• Stripe: processing card payments, where you pay by card.
• Our bank: receiving payments and matching them to invoices.
• Hetzner and IONOS: hosting our client portal and website.

We may also share information with our professional advisers, such as our accountants, where they need it to advise us; where the law requires us to; or with a buyer if our business is ever sold, in which case your information would continue to be protected in line with this notice.

7. Transfers outside the UK

Some of our providers, including Twilio, Cloudflare, OpenAI, Discord, Google and Stripe, process information in the United States or elsewhere outside the UK. Where they do, the transfer is protected by UK adequacy regulations (including the UK–US data bridge for providers certified under it), or by the International Data Transfer Agreement or the UK Addendum to the EU standard contractual clauses. You can ask us for more detail about the safeguards for any provider.

8. How long we keep your information

• Call recordings, voicemails and their full transcripts: 12 months from the call, then deleted automatically.
• Client records, including call logs and summaries, invoices, contracts and correspondence: while you are a client and for up to six years afterwards, because tax law requires us to keep accounting records for that long and we may need them to deal with any claim.
• Enquiries that do not lead to work: only for as long as we need to respond and follow up.
• Newsletter details: until you unsubscribe.
• Website security logs: for a short period, for security and troubleshooting.

9. Your rights

Under UK data protection law you have the right to:

• ask for a copy of the personal information we hold about you;
• ask us to correct information that is wrong or incomplete;
• ask us to delete your information;
• ask us to restrict how we use your information;
• object to our use of your information where we rely on legitimate interests, including the recording of phone calls;
• ask for information you gave us to be transferred to you or to another organisation, in a commonly used electronic format;
• withdraw your consent at any time, where we rely on consent.

To use any of these rights, email [email protected]. There is no charge. We will reply within one month, or tell you within that month if we need longer because a request is complex. Some rights have exceptions, for example where the law requires us to keep accounting records, and we will explain if one applies.

10. Automated decision-making

We do not make decisions about you based solely on automated processing that have legal or similarly significant effects on you. We use AI to transcribe and summarise calls and to suggest follow-up tasks, but people at DACCAA decide what happens next.

11. Complaints

If you are unhappy with how we have used your information, please contact us first so we can try to put it right. You also have the right to complain to the Information Commissioner's Office (ICO), the UK's data protection regulator:

Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Helpline: 0303 123 1113
Website: ico.org.uk/make-a-complaint

12. Changes to this notice

We will update this notice when the way we use personal information changes. The date at the top shows when it was last updated.