F
FACEFRONT
RECEPTION
Hear it answer

Privacy

Privacy policy.

How Facefront Reception handles your details, and the details of everyone who rings a line we answer. In plain English.

Last updated 19 October 2026

Who we are

Facefront Reception is a trading name of Moor Digital Marketing Ltd, company number 17157285, registered in England and Wales. Our registered office is 203 West Street, Fareham PO16 0EN. We are registered with the Information Commissioner’s Office, registration number ZB245647.

We are the data controller for the information described on this page, except where we answer calls on a client’s behalf. For those calls the client is the controller and we act as their processor. Questions about this policy go to hello@facefront.co.uk.

What we collect

It depends on how you deal with us.

  • If you are a client: your name, business name, contact details, the number you divert to us, access to the diary you ask us to book into, how you want calls handled, and billing details.
  • If you call a line we answer: your name, the number you call from, your postcode or address, and what you tell us about why you are calling, so we can book you in and pass it on to the business you rang.
  • Call recordings and transcripts, where the client has turned them on. Every call starts with the assistant saying it is automated.
  • If you use the form on this website: what you type, which is your name, business, phone number, best time to ring and your message.
  • Cookies: this website sets no cookies beyond what your browser needs to show the page.

Why we use it, and the lawful basis

  • Contract. To provide the service to our clients, bill them and send the monthly report.
  • Legitimate interests. To answer calls on a client’s behalf, book callers in and pass their details on. The client’s interest is not missing work; the caller’s interest is getting through and getting booked in. We balance these against your rights and keep what we collect to what the call needs.
  • Consent. For marketing emails to clients and enquirers. You can withdraw consent at any time by replying or emailing us.
  • Legal obligation. To keep the business and tax records the law requires.

Who we share it with

The business whose line we answer, who receives the caller’s details by text and as a diary entry. The telephony, text message and transcription providers that carry calls and messages for us, some of which are based in the US and certified under the UK Extension to the EU-US Data Privacy Framework. Our accountants and professional advisers where needed. Nobody else, and we never sell it.

Calls are answered by an AI assistant running on the HighLevel platform, with calls and texts carried by Twilio and speech and language processing by the AI providers HighLevel uses. Some of these providers are in the US and certified under the UK Extension to the EU-US Data Privacy Framework. We keep an up-to-date list of these providers and give it to every client.

How long we keep it

  • Client account details: for the length of the agreement and six years after it ends, for tax and legal records.
  • Call notes, texts and bookings: 12 months.
  • Call recordings, where enabled: 90 days.
  • Website form submissions: six months.

Your rights

You can ask for a copy of the information we hold about you, ask us to correct it, ask us to delete it, ask us to restrict how we use it or object to our using it, and ask for it in a portable form. Where we rely on consent, you can withdraw it at any time. Email hello@facefront.co.uk and we will reply within one month.

If you are unhappy with how we have handled your information, you can complain to the Information Commissioner’s Office at ico.org.uk.

If you called a line we answer

You rang a business, and Facefront answered for them. We took your name, your number and what you needed so they could book you in or ring you back, and we passed that to them. The business decides how long to keep it; we keep our copy for the period above. If you want your details changed or removed, contact the business you rang, or email us and we will help.

If you try our demo

If you ring our demo line, or ask us to ring you for a demo, our AI assistant answers or calls you once, playing the business name you give it. We record and transcribe demo calls so we can send you a summary and improve the demo. If you leave your details we then send you one text and one email about the demo, and one follow-up a few days later. Nothing else, and you can opt out at any time. We rely on your request, and your consent where you give it, for this. Demo call recordings are deleted after 30 days; your contact details are kept for six months unless you become a client.

Security

Your details are kept on password-protected systems, with access limited to the people who need it, and our providers are bound by contract to protect what they carry for us. No system is perfectly secure. If something goes wrong we will tell you, and the ICO, where the law requires it.

Changes

We update this page when the way we handle information changes. The date at the top tells you when it last changed.

Contact

Email hello@facefront.co.uk, or use the form on our contact page.