You must audio and video record all contact with NFU Mutual, including:

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• Telephone calls (including initial appointment booking call)

• Face-to-face meetings

• Online or Teams meetings

 

This has been fully agreed with NFU Mutual and forms part of Financial Advisers’ contractual arrangements. The process complies with UK data protection legislation.

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Two devices must always be used

 

You must record using:

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• One video recorder

• One separate audio recorder

 

Both must be running for every interaction to minimise the risk of recording failure.

 

Unexpected contact

 

If NFU Mutual contacts you when you do not have the equipment ready:

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• Explain it is an inconvenient time

• Arrange a call back

• Ensure both devices are set up before speaking