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Not sure if this is the right forum to ask this but....

I have a dispute with Rooftop Mortgages over fees they have added to Morgage Redemption Statement. Anyway, late in a long converstaion yesterday with them I asked whether the converstaion was being recorded and was told yes.


Q: AM I right in stating that I should have been advised of this at the start of the conversation and given my consent?

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Yes, that is correct.


However, does it matter? Did you say anything which you felt was incriminating to you?

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They should inform you that the call is being recorded, you don't have to give specific consent that you are happy with the call being recorded. Regulators e.g. the FCA require that calls are recorded so it's not optional in most cases.

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Nothing incriminating(!) but I do plan to take the matter to the Ombudsman (or should that be to FCA??) if their complaints department do not remove these fees which are unjustified, and I wanted to point out that I had not been informed of the recording - and of course request it in a future SAR.



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