Privacy Notice

1. Who we are

CTAM Ltd (trading as Full Diary Ops) is the controller for personal data collected through this website and our own pre-sales activity.
Company No: 05491288 (England & Wales)
ICO Registration: Z9179403
Registered Address: 3, Queens Terrace, Exeter, Devon, EX4 4HR
Email: legal@fulldiaryops.com

2. What this notice covers

This notice covers Full Diary Ops website and pre-launch funnel activity, including demo requests, clinic test-call requests, 7-day Reception Cover Test enquiries, partner enquiries, profession landing-page enquiries and related analytics or event tracking.

Where Full Diary Ops processes data on behalf of a clinic customer during live service delivery, the clinic may be the controller for its patient or caller relationship and Full Diary Ops may act as processor under the relevant customer agreement.

3. What we collect

A) Website and lead information you provide

• Name, work email address, phone number, clinic or company name and website.
• Profession, location, booking software, current reception setup, pain type and enquiry notes.
• Consent or opt-out choices and source page or funnel-stage information.
• High-level operational information such as selected call types, approximate call gaps and test preferences.

B) Website and event information collected automatically

• Pages viewed, buttons clicked, forms started or completed, demo play events and decision-tool completion events.
• Technical data such as IP address, browser type, device data, timestamp, referring page and cookie or local-storage choices.
• Security, diagnostic and operational logs needed to run and protect the website.

C) Demo, test-call and service-readiness information

• Clinic-approved administrative information, booking rules and escalation instructions.
• Demo and test-call details, call summaries, daily summaries and Day 7 Reception Cover Summary content.
• Call Briefs showing caller request, approved answers used, outcome, escalation and recommended team action.
• Recordings and transcripts where used for demo, test, training, quality, support or evidence-review purposes.

4. Health-adjacent and special-category data

Full Diary Ops is designed for healthcare-adjacent reception cover. During live or test calls, callers may disclose information that relates to their health or care request. We therefore treat call outputs, recordings, transcripts, summaries and Call Briefs as sensitive operational records even where the main purpose is administrative call handling.

Where a call includes health information linked to an identifiable person, extra care is required. We aim to minimise this information, use it only for the agreed test or service purpose and restrict access to authorised people.

5. How we use information

• To respond to demo, test-call, 7-day test, partner and profession-page enquiries.
• To configure approved answers, selected call types, escalation rules and test-call scenarios.
• To produce and review Call Briefs, daily summaries and Day 7 Reception Cover Summaries.
• To provide support, improve reliability, investigate issues and protect the service.
• To track funnel performance, such as demo clicks, demo plays, form starts or completions and calculator completions.
• To send administrative messages and limited follow-up communications, subject to opt-out choices and applicable law.

6. Lawful bases

• Legitimate interests — responding to business enquiries, operating the website, measuring funnel movement and improving the service.
• Contract / steps before contract — arranging demo or test activity, plan recommendations, onboarding and service continuation.
• Consent — where required, such as non-essential cookies, certain marketing activity or agreed recording or transcript uses.
• Legal obligation — where records must be kept to meet legal, regulatory, accounting or security obligations.

Additional UK GDPR conditions may be required where special-category data is processed. These are assessed according to the purpose, role and agreement in place.

7. Recordings, transcripts and Call Briefs

• Demo recordings should use fictional or non-identifiable scenarios unless otherwise agreed.
• Clinic test calls may be recorded or transcribed if needed for setup, review, quality, safety or proof of outcome.
• Call Briefs may include caller request, selected call type, approved answers used, outcome, escalation and recommended clinic action.
• Recordings or transcripts should not be used to train public marketing claims without appropriate review and permission.
• Where recordings or transcripts are used, this should be reflected in the clinic setup, caller experience and customer agreement.

8. Sharing and processors

We may use trusted suppliers for hosting, email, telephony, voice infrastructure, analytics, payment continuation and support. Suppliers should process personal data only under appropriate instructions, safeguards and access controls.

• Hosting and infrastructure providers.
• Email, SMS, telephony, voice and transcription providers.
• Analytics and event-measurement tools where enabled and permitted.
• Paddle or payment-related providers if the clinic proceeds to paid continuation.
• Professional advisers, regulators or authorities where required.

9. Access controls

Access to lead records, call outputs, summaries, recordings, transcripts and Call Briefs should be limited to authorised personnel who need access for setup, support, safety review, service delivery or customer review.

• Clinic access should be limited to authorised clinic contacts.
• Founder or support access should be limited to people who need the information for the agreed purpose.
• Access should be removed when no longer required.
• Records should not be exported or shared outside the agreed support or clinic workflow unless required by law or agreement.

10. Retention

• Website lead records and pre-sales correspondence: typically up to 24 months from last meaningful contact.
• Website event and analytics records: typically up to 24 months, unless aggregated or anonymised earlier.
• Security and diagnostic logs: typically up to 12 months, unless needed for investigation or legal reasons.
• Demo or test-call recordings, transcripts and Call Briefs: typically up to 90 days after the test or last review, unless a customer agreement, support issue, legal obligation or safety review requires longer retention.
• Customer contract and billing records: retained as needed for contract management, accounting, legal and tax obligations.
• You can request deletion earlier where appropriate; some records may be retained for legal/security.

11. International transfers

Some suppliers may process data outside the UK. Where this happens, we use appropriate safeguards where required, such as UK-approved transfer mechanisms or supplier contractual protections.

12. Your rights

Under UK data protection law, individuals may have rights including access, rectification, erasure, restriction, objection and data portability where applicable. To exercise your rights, email legal@fulldiaryops.com.

You can also complain to the UK Information Commissioner’s Office.

13. Contact

Email: legal@fulldiaryops.com
Post: CTAM Ltd, 3, Queens Terrace, Exeter, Devon, EX4 4HR