I would refer the matter to your local Police before allowing the individual to listen to the tapes. Presumably, your customer thinks they might recognise the fraudster, and he is therefore "identifiable". It is also pretty reasonable to assume that the fraudster's intentions are not entirely honourable, and therefore the likelihood is that the Police will need to get involved at some point in the proceedings in any case. Just my own thoughts, but I hope they're helpful!
>>> Caroline Hart <[log in to unmask]> 05/22 3:29 pm >>>
Hi!
This is my first question to the group so please be gentle.
I have a case where a fraudster has attempted to change an address and gain
information about a clients account via our call centre. The operators have
asked the unique identifying questions and the fraudster has failed to give
the correct information and therefore failed to gain the information. The
fraudster has made further attempts which have also been thwarted, so no
unauthorised disclosure there!
The client has now been contacted and advised of the issue. The client has
requested that she listen to the fraudster calls. As we do not know the
identity of the fraudster it is my feeling that this call is not personal
data, however what is our position if the client recognises the fraudster?
Many thanks in advance
Caroline Hart
Jupiter Asset Management
Assistant Compliance Officer
020 7468 6489
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