Privacy Notice
This privacy notice tells you what we do with information we collect about you. It’s relevant to anyone who uses our services, including our clients, private care members, prospective clients, and website users. We refer to all these individuals as "clients" or "you" in this notice.
1. Who "we" are
We are Private Care Solutions Ltd trading as Carer Support ("we", "us" or "our").
2. What information do we collect about you?
Information collected from you & cookies policy
Where we have collected information directly from you it will usually be obvious what this is, as you will have given it to us. This might not be the case where we have used cookies to collect information from your computer or portable electronic devices. Please see our cookies policy (https://www.privatecaresolutions.co.uk/cookie-policy.html) for more information.
Information collected from others
We can collect information about you from others. This includes information from:
· Insurance companies – We are able to contact your insurance provider to arrange, pay for and renew Personal Care Assistant Insurance for you on your behalf who may provide information to us about any claims, payments or changes to your policy.
· Accounting Services – We are able to contact your accounting provider who may provide information about any hours worked, charges and fees to enable us to support you and accurately charge our private clients.
· Fraud prevention, law enforcement, disclosure and baring service or government agencies and other data sources used to prevent or detect fraud or provide details to us about criminal convictions or offences.
Sensitive personal information
We collect information that is sensitive. For example, where it is relevant to the consultation and brokerage services or Private Care Membership that we are or will provide to you, we will collect information about you, health or specific medical conditions (which may be sensitive personal information). We can also collect information related to unspent past criminal convictions. We obtain this from the following people:
· Fraud prevention, Disclosure and Baring Service or law enforcement agencies may provide details to us about criminal convictions or offences;
· You may provide personal, health and medical information to us to support us arranging services for you;
We collect and use this information where we have your explicit consent to process this information as part of the services we offer to you and your contract with us.
You may also ask us at any time to stop using your sensitive personal information. But, if we stop using your sensitive personal information in this way, we may not be able to provide the service that you are asking us to give you. We will tell you about this if you make a request.
3. What do we do with information we collect about you and why may we do this?
We use your personal information in order to meet our obligations for our private care membership and our consultation and brokerage service with you. We use your personal information in the following ways:
A. Provide our services
When you request us to provide you with our consultation and brokerage services or become a Private Care Member we use information about you:
· To advise you about services in your area available to you;
· To create a bespoke package of care around your needs and desired outcomes;
· To Facilitate your package of care for you on your behalf, this includes sourcing and arranging suitable care for you;
· To Provide an accurate costs estimate for the use of our services and invoice you accordingly;
· To arrange appropriate insurances for you, including employers liability insurance and personal assistant insurance;
· To arrange accounting services for you, liaise and confirm hours worked with individual clients to enable us to charge our private client appropriately and accurately;
· To undertake Disclosure and Baring Services (DBS) Checks on yourself or an employee
· To contact you about the services or membership we are providing to you and to explain the risks and benefits of such; and
· To provide the agreed services.
We cannot provide the services unless we use the information about you in this way.
B. Prevent fraud occurring
Fraud has an impact on everyone and on society as a whole. We use your personal information to check that our clients and members are not involved in or exposed to dishonest activity.
We may use your personal information in this way because it is in our interests to detect fraud and in all our clients’ interests to ensure that they are not prejudiced due to the dishonesty of a small minority of individuals.
C. Recover debt
If you owe us money we will use your personal information to help us recover it.
We can use your personal information in this way because it is a necessary part of the contract for our services and membership. We need to ensure that fees are paid so that the majority of our clients do not suffer (e.g. through increased fees) due to the actions of a small minority of clients.
D. To administer and improve our services
To administer our services we will share information with others:
We may also process your personal data to better understand you as a client or member and to ask you to provide feedback on the service we provide to you.
We can use your personal information in this way because it is in our legitimate interests to provide the services in the most efficient way. We will always ensure that we keep the amount of your personal information that we collect and the extent of any processing to the absolute minimum to achieve this efficiency.
4. Who do we share your personal information with and why do we do it?
We can share your personal information with third parties. You should make sure everything you tell us is correct because your records may be checked by the police and other law enforcement and government agencies.
Incorrect information may also change the services or advice that we provide to you and it could impact the outcome.
In particular we share information with:
· Your insurance company - we arrange and facilitate appropriate insurances on your behalf, this includes public liability, employers liability and professional care assistant insurance.
· Your accounting provider - we assist you with arranging and facilitating an accounting provider, we will need to share information with this provider to enable us to charge our private clients an accurate fee and improve our services.
· Legal professionals - we can obtain assistance from legal professionals, for example an employment law specialist, to provide specialist legal advice or to appear in Court as an advocate upon your behalf.
· Law enforcement or government agencies - we and fraud prevention agencies may permit law enforcement or government agencies to access and use your personal information, if they request it.
· Your appointee, deputy or legal representative who calls us on your behalf, provided you have given your permission for us to discuss your care and our services. If you would like us to deal with someone else on your behalf on a regular basis please let us know. In some exceptional cases, we may also deal with other people who call on your behalf, but only with your permission. If at any time you would prefer us to deal only with you, please let us know.
5. How long may we keep your personal information for?
We are only allowed to keep your personal information if we need it for one of the reasons we describe in section 3 above.
As a general rule, we will keep it for 6 years from the end of your relationship with us, as it is likely that we may need the information for regulatory reasons. For example, should you wish to bring some form of legal action relating to your relationship with us, this would generally need to be done within 6 years from the end of that relationship.
We will also retain data in an anonymous form for statistical and analytical purposes, for example in the form of historical management information to assist in the management of our business.
7. When can you ask us to stop using your information?
If we rely on your consent to collect and process your personal information, you can ask us to stop using your personal information at any time by withdrawing that consent and we will stop using your personal information for those purposes. We rely on your consent to enable us to provide you with the membership or services requested by you. We will need to use your sensitive personal data if it is critical to the membership or services that we are providing to you (see section 2 for examples of where we may need to use your personal information).
At any time, you can tell us to stop using your sensitive personal information. If we stop using your information in this way we may not be able to provide the membership or services that you are asking us to provide to you. We will tell you about this when you make this request. To find out how to do this, see section 9.
8. What happens if you don't give us some of your personal information?
Where you do not provide the personal information we need in order to provide the membership or service you are asking for, we will not be able to provide the service that you are asking us to give you.
We will tell you about why we need the information when we ask for it.
9. How to contact us about this privacy notice
Our Data Protection Officer is in charge of answering questions about this privacy notice or your requests to exercise your rights which are set out below. The Data Protection Office may be contacted at Private Care Solutions Ltd, 7 Hanes Dene, Halling, Rochester, Kent, ME2 1PL or contact_us@privatecaresolutions.co.uk
You may contact us at the address above for one or more of the following reasons:
1. To ask us to fix information about you that is wrong or incomplete, or to delete personal information about you (the so-called "Right to be Forgotten").
2. To tell us you no longer agree to, that you object to, or that you wish to restrict us using information about you and ask us to stop.
3. A right of access, namely to ask us to provide you with a copy of all of the personal information that we have about you.
4. A "data portability" right, namely to obtain and reuse the information that you have provided to us for your own purposes across different services. You may ask for this information to be provided directly to you or directly to another organisation. We will provide the information in a machine readable format so that another organisation's software can understand that information.
Sometimes we will not be able to stop using your personal information when you ask us to (e.g. where we need to use it because the law requires us to do so or we need to retain the information for regulatory purposes).
In other cases, if we stop using your personal information, we will not be able to provide services to you.
We will tell you if we are unable to comply with your request, or how your request might impact you, when you contact us.
Complaints
ICO website: https://ico.org.uk/global/contact-us/
ICO telephone: 0303 123 1113
ICO textphone: 01625 545860
Our website uses cookies to distinguish you from other users of our website. This helps us to provide you with a good experience when you browse our website and also allows us to improve our site. For detailed information on the cookies we use and the purposes for which we use them see our Cookie Policy.
This privacy notice tells you what we do with information we collect about you. It’s relevant to anyone who uses our services, including our clients, private care members, prospective clients, and website users. We refer to all these individuals as "clients" or "you" in this notice.
1. Who "we" are
We are Private Care Solutions Ltd trading as Carer Support ("we", "us" or "our").
2. What information do we collect about you?
Information collected from you & cookies policy
Where we have collected information directly from you it will usually be obvious what this is, as you will have given it to us. This might not be the case where we have used cookies to collect information from your computer or portable electronic devices. Please see our cookies policy (https://www.privatecaresolutions.co.uk/cookie-policy.html) for more information.
Information collected from others
We can collect information about you from others. This includes information from:
· Insurance companies – We are able to contact your insurance provider to arrange, pay for and renew Personal Care Assistant Insurance for you on your behalf who may provide information to us about any claims, payments or changes to your policy.
· Accounting Services – We are able to contact your accounting provider who may provide information about any hours worked, charges and fees to enable us to support you and accurately charge our private clients.
· Fraud prevention, law enforcement, disclosure and baring service or government agencies and other data sources used to prevent or detect fraud or provide details to us about criminal convictions or offences.
Sensitive personal information
We collect information that is sensitive. For example, where it is relevant to the consultation and brokerage services or Private Care Membership that we are or will provide to you, we will collect information about you, health or specific medical conditions (which may be sensitive personal information). We can also collect information related to unspent past criminal convictions. We obtain this from the following people:
· Fraud prevention, Disclosure and Baring Service or law enforcement agencies may provide details to us about criminal convictions or offences;
· You may provide personal, health and medical information to us to support us arranging services for you;
We collect and use this information where we have your explicit consent to process this information as part of the services we offer to you and your contract with us.
You may also ask us at any time to stop using your sensitive personal information. But, if we stop using your sensitive personal information in this way, we may not be able to provide the service that you are asking us to give you. We will tell you about this if you make a request.
3. What do we do with information we collect about you and why may we do this?
We use your personal information in order to meet our obligations for our private care membership and our consultation and brokerage service with you. We use your personal information in the following ways:
A. Provide our services
When you request us to provide you with our consultation and brokerage services or become a Private Care Member we use information about you:
· To advise you about services in your area available to you;
· To create a bespoke package of care around your needs and desired outcomes;
· To Facilitate your package of care for you on your behalf, this includes sourcing and arranging suitable care for you;
· To Provide an accurate costs estimate for the use of our services and invoice you accordingly;
· To arrange appropriate insurances for you, including employers liability insurance and personal assistant insurance;
· To arrange accounting services for you, liaise and confirm hours worked with individual clients to enable us to charge our private client appropriately and accurately;
· To undertake Disclosure and Baring Services (DBS) Checks on yourself or an employee
· To contact you about the services or membership we are providing to you and to explain the risks and benefits of such; and
· To provide the agreed services.
We cannot provide the services unless we use the information about you in this way.
B. Prevent fraud occurring
Fraud has an impact on everyone and on society as a whole. We use your personal information to check that our clients and members are not involved in or exposed to dishonest activity.
We may use your personal information in this way because it is in our interests to detect fraud and in all our clients’ interests to ensure that they are not prejudiced due to the dishonesty of a small minority of individuals.
C. Recover debt
If you owe us money we will use your personal information to help us recover it.
We can use your personal information in this way because it is a necessary part of the contract for our services and membership. We need to ensure that fees are paid so that the majority of our clients do not suffer (e.g. through increased fees) due to the actions of a small minority of clients.
D. To administer and improve our services
To administer our services we will share information with others:
- In order to enable us to provide our services more cost effectively; and
- To help develop our products, services and systems to deliver you a better experience in the future.
We may also process your personal data to better understand you as a client or member and to ask you to provide feedback on the service we provide to you.
We can use your personal information in this way because it is in our legitimate interests to provide the services in the most efficient way. We will always ensure that we keep the amount of your personal information that we collect and the extent of any processing to the absolute minimum to achieve this efficiency.
4. Who do we share your personal information with and why do we do it?
We can share your personal information with third parties. You should make sure everything you tell us is correct because your records may be checked by the police and other law enforcement and government agencies.
Incorrect information may also change the services or advice that we provide to you and it could impact the outcome.
In particular we share information with:
· Your insurance company - we arrange and facilitate appropriate insurances on your behalf, this includes public liability, employers liability and professional care assistant insurance.
· Your accounting provider - we assist you with arranging and facilitating an accounting provider, we will need to share information with this provider to enable us to charge our private clients an accurate fee and improve our services.
· Legal professionals - we can obtain assistance from legal professionals, for example an employment law specialist, to provide specialist legal advice or to appear in Court as an advocate upon your behalf.
· Law enforcement or government agencies - we and fraud prevention agencies may permit law enforcement or government agencies to access and use your personal information, if they request it.
· Your appointee, deputy or legal representative who calls us on your behalf, provided you have given your permission for us to discuss your care and our services. If you would like us to deal with someone else on your behalf on a regular basis please let us know. In some exceptional cases, we may also deal with other people who call on your behalf, but only with your permission. If at any time you would prefer us to deal only with you, please let us know.
5. How long may we keep your personal information for?
We are only allowed to keep your personal information if we need it for one of the reasons we describe in section 3 above.
As a general rule, we will keep it for 6 years from the end of your relationship with us, as it is likely that we may need the information for regulatory reasons. For example, should you wish to bring some form of legal action relating to your relationship with us, this would generally need to be done within 6 years from the end of that relationship.
We will also retain data in an anonymous form for statistical and analytical purposes, for example in the form of historical management information to assist in the management of our business.
7. When can you ask us to stop using your information?
If we rely on your consent to collect and process your personal information, you can ask us to stop using your personal information at any time by withdrawing that consent and we will stop using your personal information for those purposes. We rely on your consent to enable us to provide you with the membership or services requested by you. We will need to use your sensitive personal data if it is critical to the membership or services that we are providing to you (see section 2 for examples of where we may need to use your personal information).
At any time, you can tell us to stop using your sensitive personal information. If we stop using your information in this way we may not be able to provide the membership or services that you are asking us to provide to you. We will tell you about this when you make this request. To find out how to do this, see section 9.
8. What happens if you don't give us some of your personal information?
Where you do not provide the personal information we need in order to provide the membership or service you are asking for, we will not be able to provide the service that you are asking us to give you.
We will tell you about why we need the information when we ask for it.
9. How to contact us about this privacy notice
Our Data Protection Officer is in charge of answering questions about this privacy notice or your requests to exercise your rights which are set out below. The Data Protection Office may be contacted at Private Care Solutions Ltd, 7 Hanes Dene, Halling, Rochester, Kent, ME2 1PL or contact_us@privatecaresolutions.co.uk
You may contact us at the address above for one or more of the following reasons:
1. To ask us to fix information about you that is wrong or incomplete, or to delete personal information about you (the so-called "Right to be Forgotten").
2. To tell us you no longer agree to, that you object to, or that you wish to restrict us using information about you and ask us to stop.
3. A right of access, namely to ask us to provide you with a copy of all of the personal information that we have about you.
4. A "data portability" right, namely to obtain and reuse the information that you have provided to us for your own purposes across different services. You may ask for this information to be provided directly to you or directly to another organisation. We will provide the information in a machine readable format so that another organisation's software can understand that information.
Sometimes we will not be able to stop using your personal information when you ask us to (e.g. where we need to use it because the law requires us to do so or we need to retain the information for regulatory purposes).
In other cases, if we stop using your personal information, we will not be able to provide services to you.
We will tell you if we are unable to comply with your request, or how your request might impact you, when you contact us.
Complaints
ICO website: https://ico.org.uk/global/contact-us/
ICO telephone: 0303 123 1113
ICO textphone: 01625 545860
Our website uses cookies to distinguish you from other users of our website. This helps us to provide you with a good experience when you browse our website and also allows us to improve our site. For detailed information on the cookies we use and the purposes for which we use them see our Cookie Policy.
Carer Support is a trademark(pending) and trading name of Private Care Solutions Ltd. Private Care Solutions Ltd trading as Carer Support are registered at the ICO (Information Commissioner's Office) as a data controller Registration ZA533438. Private Care Solutions Ltd trading as Carer Support are registered in England, : Private Care Solutions Ltd, Suite 160, 80 Churchill Square Business Centre, Kings Hill, West Malling, Kent, ME19 4YU Company Registration number 11680282. Private Care Solutions Ltd trading as Carer Support receive affiliations and commissions for products and services offered. Private Care Solutions Ltd trading as Carer Support are an appointed representative of Mark Bates Ltd, Premier House, Londonthorpe Road, Grantham, Lincs, NG31 9SN who are authorised and regulated by the financial conduct authority FRN: 308 390
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