Privacy Notice

Cransbrook Services Ltd, trading as Cransbrook AI Consultancy, provides managed AI voice assistance, front-office automation, appointment communication and workflow-integration services.

Cransbrook Services Ltd is the data controller for personal information collected directly through:

• Cransbrook.com
• Enquiries made directly to Cransbrook
• Consultations and service demonstrations
• Cransbrook's own telephone number
• Cransbrook's business and client relationships

Being the data controller means that we decide why and how this information is used.

You can contact us about privacy or data-protection matters at:

• Email: isa@cransbrook.com
• Telephone: +44 7446 903122

Our full registered company information appears in the footer of this website.

This notice applies when you:

• Visit Cransbrook.com
• Complete our contact form
• Email or telephone us
• Book a consultation or demonstration
• Call a Cransbrook number handled by Beebah
• Become a prospective or existing client
• Communicate with us about our services

When Beebah handles calls on behalf of a Cransbrook client, such as a dental practice or private clinic, the client organisation will normally be the data controller. Cransbrook will normally process the information on that organisation's behalf.

In that situation, you should read the client organisation's privacy notice for information about why your data is being collected and how it is used.

We use personal information to:

• Respond to enquiries
• Arrange consultations and demonstrations
• Prepare proposals and contracts
• Deliver and support our services
• Configure and test Beebah
• Manage client and supplier relationships
• Process invoices and payments
• Maintain appropriate business records
• Monitor service reliability
• Investigate technical issues
• Protect our website and systems
• Improve our services
• Comply with legal obligations
• Establish or defend legal claims
• Send relevant business communications where legally permitted

We do not sell personal information.

We do not use identifiable client call recordings or transcripts to train general-purpose AI models.

We rely on one or more of the following lawful bases.

Health information and certain other sensitive information receive additional protection under data-protection law.

Cransbrook does not request health information through its general website, contact form or Beebah demonstration service.

If you voluntarily disclose sensitive information that we do not need, we may delete or redact it.

When Beebah processes health information on behalf of a healthcare client:

• The healthcare client will normally be the data controller.
• The client is responsible for identifying the appropriate lawful basis and special-category condition.
• Cransbrook will normally act as the client's data processor.
• Cransbrook will process the information under the client's documented instructions and the applicable data-processing agreement.

When Beebah handles calls for a client organisation, that organisation will normally determine:

• Why caller information is collected
• What information Beebah should collect
• How the information is used
• Which lawful basis applies
• How long the information should be retained
• Which staff members may access it

Cransbrook will normally process the information to provide the agreed service.

Cransbrook may act as a separate controller for limited information required for:

• Contract management
• Billing
• System security
• Fraud prevention
• Compliance with law
• Establishing or defending legal claims

Cransbrook does not provide medical advice or make clinical decisions through Beebah.

Beebah uses artificial intelligence to understand spoken requests, provide approved information, collect caller details, prepare transcripts and summaries, and carry out configured actions.

AI-generated information can be inaccurate. We therefore use controls that may include:

• Approved information sources
• Defined call-handling instructions
• Human escalation rules
• Testing and monitoring
• Access controls
• Error and exception reviews

Cransbrook does not use Beebah to make solely automated decisions that produce legal or similarly significant effects on individuals.

Where Beebah supports a client organisation, the client remains responsible for decisions concerning its patients, customers, employees and service users.

We may use carefully selected service providers to operate Cransbrook and deliver our services. These may include providers of:

• Website hosting
• Cloud databases and storage
• Voice telephony
• AI voice processing
• Speech transcription
• Business email
• Appointment scheduling
• Customer-relationship management
• Analytics
• Payment processing
• Accounting
• Security monitoring
• Professional legal or compliance advice

These providers may only process personal information for the agreed purpose and must apply appropriate safeguards.

We may also disclose information where:

• Required by law
• Requested by a court or regulatory authority
• Necessary to protect our legal rights
• Necessary to investigate fraud, misuse or a security incident

A current list of subprocessors is available on request to any data subject, and to relevant clients as part of their service documentation.

Some technology providers may process information outside the United Kingdom.

Where a restricted international transfer occurs, we use an appropriate legal mechanism where required. This may include:

• UK adequacy regulations
• The UK International Data Transfer Agreement
• The UK Addendum to approved Standard Contractual Clauses
• Another recognised safeguard

You can contact isa@cransbrook.com for further information about the safeguards relevant to a particular service.

General enquiries (not becoming clients)

Up to 12 months after last meaningful contact

Client contracts and service records

Contract duration plus up to 6 years

Invoices and accounting records

Up to 6 years after the relevant accounting period

Cransbrook demonstration-call recordings

Up to 30 days

Demonstration transcripts and summaries

Up to 90 days

Consultation notes

Up to 24 months after last meaningful contact

Website security logs

Up to 12 months

Marketing-suppression records

As long as required to respect the objection

Client-controlled Beebah information

According to the client's documented instructions

We may retain information for longer where required by law, a dispute, a security investigation or legal proceedings. Information may be deleted or anonymised earlier when it is no longer needed.

Our website uses essential cookies required for security and basic operation.

We only use non-essential analytics or marketing cookies after obtaining the required consent.

You can:

• Accept or reject non-essential cookies
• Change your selection through our cookie settings
• Delete cookies through your browser
• Block cookies through your browser settings

Blocking essential cookies may prevent some website functions from working correctly.

Our cookie banner and cookie settings provide further details about the cookies currently used.

We may contact relevant business representatives about Cransbrook services where legally permitted.

Where we rely on legitimate interests, we consider the relevance of the communication, its likely effect on the recipient and the recipient's right to object.

Our marketing communications will identify Cransbrook and provide a simple way to opt out.

You can object to direct marketing at any time by:

• Using the unsubscribe link
• Replying to the message
• Emailing isa@cransbrook.com

We may keep limited information on a suppression list to ensure that we respect your request.

We use proportionate technical and organisational measures to protect personal information. These may include:

• Encryption in transit
• Access controls
• Strong authentication
• Restricted access to recordings and transcripts
• Secure cloud hosting
• Logging and monitoring
• Data-retention controls
• Supplier due diligence
• Data-processing agreements
• Incident-response procedures

No online or telephone service is completely secure. We cannot guarantee absolute security, but we take reasonable steps to reduce foreseeable risks.

Depending on the circumstances, you may have the right to:

• Access your personal information
• Correct inaccurate information
• Ask for information to be deleted
• Ask us to restrict processing
• Object to processing based on legitimate interests
• Object to direct marketing
• Receive certain information in a portable format
• Withdraw consent
• Challenge certain automated decisions
• Complain to the Information Commissioner's Office

These rights are not absolute. In some circumstances, we may be permitted or required to retain information.

To exercise a right, email isa@cransbrook.com. We may need to verify your identity. We normally respond within one month.

If Cransbrook holds information solely on behalf of a client, we may refer your request to that client as the relevant data controller.

If you have concerns about how we use your information, contact:

• Email: isa@cransbrook.com

You also have the right to complain to:

We may update this notice when our services, providers or legal obligations change.

The current version will be published on this page with the date of the latest revision. We will provide additional notice where a change materially affects how personal information is used.

For privacy questions or requests:

• Email: isa@cransbrook.com
• Telephone: +44 7446 903122