1. Who we are
CallGain is a trading name operated by Wayne Williamson, a sole trader.
Correspondence/service address: Project A, 264 Gladstone Street, Peterborough, PE1 2BS, United Kingdom
Privacy enquiries: privacy@callgain.co.uk
CallGain is currently a controlled, pre-release pilot product. It is designed to help participating businesses respond to eligible missed or abandoned calls, collect relevant enquiry details and deliver a prioritised lead to that business.
2. Who this notice covers
This notice applies to website visitors, people who contact us or register pilot interest, representatives of participating businesses, callers and message recipients whose information passes through a pilot workflow, and our suppliers and professional contacts.
3. Our data-protection role
When CallGain is the controller
We act as controller when we decide why and how information is used for our own purposes, including website enquiries, pilot applications, customer administration, security records, feedback, product management and our legal obligations.
When CallGain is a processor
For missed-call events, caller numbers, SMS conversations, lead details and outcomes handled for a participating business, that business will normally be the controller and CallGain will normally be its processor. We process that information only on the business's documented instructions and under written data-processing terms.
4. Information we may use
- Business contact, account, contract, onboarding, billing and support information.
- Calling number, number called, time, call result, queue or department and duplicate-suppression identifiers.
- SMS content and status, caller name, postcode, service need, urgency, callback preference and opt-out record.
- Lead classification, staff notes, outcome and reported or estimated value.
- IP address, device/browser details, page requests, timestamps and security or diagnostic logs.
CallGain is not intended to collect payment-card details, passwords, medical information, criminal-offence data or other unnecessary special-category information. Participating businesses must configure workflows to minimise collection and escalate sensitive information appropriately.
5. Why we use it
| Purpose | Expected lawful basis |
|---|---|
| Respond to enquiries and arrange a pilot | Steps before a contract; legitimate interests for business contacts |
| Set up, administer and support the pilot | Contract; legitimate interests |
| Billing, records and legal compliance | Contract; legal obligation; legitimate interests |
| Security, troubleshooting and misuse prevention | Legitimate interests; legal obligation where applicable |
| Measure and improve a controlled pilot | Legitimate interests using minimised or de-identified data; consent where required |
| Maintain opt-out and suppression records | Legitimate interests in respecting and proving the request |
Where CallGain acts as processor, the participating business is responsible for selecting and documenting its lawful basis for using caller information.
6. Missed-call messages and marketing
The first CallGain message is intended to be a genuine response to a caller's attempted contact with a participating business. It should acknowledge the missed call and ask how the business can help.
Participating businesses must not add discounts, offers, cross-selling or other promotional material unless they have separately assessed and documented compliance with UK GDPR and the Privacy and Electronic Communications Regulations.
7. How AI is used
AI may classify an enquiry, ask questions from a business-approved playbook, detect configured urgency indicators, summarise the conversation and suggest routing. The pilot is not intended to make solely automated decisions that produce legal or similarly significant effects.
Unless expressly approved and technically integrated, CallGain must not diagnose faults, quote prices, promise attendance, confirm dispatch, take payment, give regulated advice or make emergency decisions. Participating businesses remain responsible for human review and any response.
We do not intend to use identifiable pilot conversations to train a general-purpose AI model for CallGain's own benefit. This statement must be confirmed against the final supplier settings before launch.
8. Sharing and international transfers
Where necessary, information may be shared with the participating business and its authorised users, PBX and telecommunications providers, SMS providers, hosting/database suppliers, AI API providers, email and monitoring services, payment/accounting providers, advisers, insurers, regulators or courts.
We do not sell caller information. A final named subprocessor list, hosting locations and any required UK transfer safeguards will be documented before live caller data is processed.
9. Retention
Proposed pilot defaults are shown below. They remain subject to technical and legal confirmation and to lawful instructions from each participating business.
| Record | Proposed pilot period |
|---|---|
| Conversation and lead record | 90 days after closure or pilot end |
| Delivery, error, audit and security logs | Up to 12 months |
| Unsuccessful pilot enquiries | 12 months after last meaningful contact |
| Customer and authorised-user records | During the relationship, then up to 24 months for routine administration |
| Contracts and accounting records | Up to six years where legally required |
| Backups | Rolling deletion within 30 days |
| Suppression records | As long as reasonably necessary to respect the request |
10. Security and your rights
Planned safeguards include least-privilege access, encryption in transit and where supported at rest, tenant separation, logging, supplier controls, deletion procedures and incident response. No internet service can guarantee absolute security.
Depending on the circumstances, you may have rights to access, correct, delete, restrict or object to processing; receive certain data in a portable form; withdraw consent; and complain to the Information Commissioner's Office. Rights are not always absolute.
Contact privacy@callgain.co.uk. If a participating business is the controller, we may pass the request to it and help it respond. You can also contact the Information Commissioner's Office.
11. Website technology and changes
We do not currently intend to use advertising cookies. If non-essential analytics or advertising technology is introduced, we will update our information and obtain consent where required.
This notice will be updated when the suppliers, technical design or legal requirements change. Effective date: 2 September 2026.