1. Who We Are
FirstPickUp is a trading name of B2B Identity Ltd, Company Registration No. 17068528 (England & Wales). We provide an inbound and outbound call handling service for Gas Safe registered engineers across the North East UK. Our contact email is hello@firstpickup.co.uk.
2. What Data We Collect
From our clients (Gas Safe engineers):
- Name, email address, phone number, business name, and business address
- Gas Safe registration details provided for service configuration
- Payment information (processed securely via our payment provider — we do not store card details)
- Business information you provide for call handling configuration (services, rates, areas, FAQs)
From callers to our clients' businesses:
- Phone number of the caller
- Call recordings and transcripts
- Information provided during the call (name, address, job type, appointment details)
From clients' customers (for outbound service reminders):
- Name and phone number provided to us by the engineer for outbound calling
- Service due dates and appointment information
From website visitors:
- Information submitted via contact forms or email enquiries
- Cookie data (see our Cookie Policy)
3. How We Use Your Data
- To provide, maintain, and improve the FirstPickUp call handling service
- To configure your call handler with your business information
- To make outbound calls to your customers for service reminders and follow-ups
- To process payments via our payment partner
- To communicate with you about your account and service
- To provide call transcripts and monthly revenue reports to our clients
- To respond to enquiries from prospective clients
We do not sell your data to third parties. We do not use caller data for marketing purposes. Call data is used solely to provide the FirstPickUp service to our clients.
4. Legal Basis for Processing
- Contract: To fulfil our service agreement with clients
- Legitimate interest: To improve our service and respond to enquiries
- Consent: For outbound calls to end customers (your customers are informed calls may be made on your behalf)
- Legal obligation: To comply with applicable UK laws and regulations
5. Data Sharing
We share data only with:
- Our call platform provider — for call handling and voice processing infrastructure
- Our payment processor — for billing and subscription management
- Calendar integration partners — where you connect your calendar for booking (Google, Microsoft)
All third-party processors are contractually required to protect your data and comply with UK GDPR.
6. Data Retention
- Call recordings are retained for 90 days and then permanently deleted
- Call transcripts are retained for 12 months from the call date
- Client account data is retained for the duration of the subscription plus 7 years (for legal and financial record-keeping)
- You may request deletion of your data at any time by emailing hello@firstpickup.co.uk
7. Your Rights
Under UK GDPR, you have the right to:
- Access the personal data we hold about you
- Request correction of inaccurate data
- Request deletion of your data ("right to be forgotten")
- Object to processing of your data
- Request restriction of processing
- Data portability
To exercise any of these rights, contact us at hello@firstpickup.co.uk. We will respond within 30 days.
8. Security
We implement appropriate technical and organisational measures to protect your data against unauthorised access, loss, or disclosure. All data is transmitted over encrypted connections (TLS). Access to client data is restricted to authorised personnel only.
9. Cookies
Our use of cookies is described in our Cookie Policy.
10. Changes to This Policy
We may update this policy from time to time. Material changes will be communicated by email. The current version will always be available at this URL.
11. Contact and Complaints
For any data protection queries, contact hello@firstpickup.co.uk.
If you are unsatisfied with our response, you have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk.