Data protection and Privacy Statement

Your Privacy

We are committed to protecting your privacy when you use Friends Care Agency.

This Privacy Notice will explain how we use information about you and how we protect your privacy.

As a team here at Friends we make sure that we respect your rights and follow the law. If you have any concerns or questions about how we look after your personal information, you can contact the team:

Telephone 01767 318086


Why we use your personal information

Do you know what personal information is?

Personal information can be anything that identifies and relates to a living person. This can include information that when put together with other information can then identify a person. For example, this could be your name and contact details.

Did you know that some of your personal information might be ‘special’?

Some information is ‘special’ and needs more protection due to its sensitivity. It’s often information you would not want widely known and is very personal to you. This is likely to include anything that can reveal your:

  • sexuality and sexual health
  • religious or philosophical beliefs
  • ethnicity
  • physical or mental health
  • trade union membership
  • political opinion
  • genetic/biometric data
  • criminal history

Why we need your personal information

We may need to use some information about you to:

  • deliver services and support to you
  • manage those services we provide to you
  • train and manage carers that come to your home to deliver those services
  • help investigate any worries or complaints you have about your services
  • keep track of spending on services
  • check the quality of services
  • to help with research and planning of new services

What information do we collect?





Contact or feedback forms Your name contact details including phone numbers, email address These will be stored on paper or electronically
Employment applications
  • Name, including contact information
  • Identification documents such as NI, passport, birth certificate, bank statements, work eligibility
  • Education details
  • Employment history
  • Criminal convictions
These will be stored on paper or electronically

How the law allows us to use your personal information

There are a number of legal reasons why we need to collect and use your personal information. Generally, we collect and use personal information where:

  • you, or your legal representative, have given consent
  • you have entered into a contract with us
  • it is necessary to perform our statutory duties
  • it is necessary to protect someone in an emergency
  • it is required by law
  • it is necessary for employment purposes
  • it is necessary to deliver health or social care services
  • you have made your information publicly available
  • it is necessary for legal cases
  • it is to the benefit of society as a whole
  • it is necessary to protect public health
  • it is necessary for archiving, research, or statistical purposes

If we rely on your consent to use your personal information, you have the right to remove it at any time. If you want to remove your consent, please contact  and we can deal with your request.

We only use what we need!

Where we can, we’ll only collect and use personal information if we need it to deliver your care/ support or meet a requirement.

If we don’t need personal information we’ll either keep you anonymous if we already have it for something else or we won’t ask you for it. For example, in a survey we may not need your contact details we’ll only collect your survey responses.

We don’t sell your personal information to anyone else.

What you can do with your information

The law gives you a number of rights to control what personal information is used by us and how it is used by us.

You can ask for access to the information we hold on you

We would normally expect to share what we record about you with you whenever we assess your needs or provide you with services.

However, you also have the right to ask for all the information we have about you and the services you receive from us. When we receive a request from you in writing, we must give you access to everything we’ve recorded about you.

However, we can’t let you see any parts of your record which contain:

  • confidential information about other people 
  • data a professional would think will cause serious harm to your or someone else’s physical or mental wellbeing
  • if we think that giving you the information may stop us from preventing or detecting a crime
  • This applies to personal information that is in both paper and electronic records. If you ask us, we’ll also let others see your record (except if one of the points above applies).

    If you can’t ask for your records in writing, we’ll make sure there are other ways that you can. If you have any queries about access to your information, please contact  or call us on 01767 318086.

    You can ask to change information you think is inaccurate

    You should let us know if you disagree with something written in your file or assessment.

    We may not always be able to change or remove that information, but we’ll correct factual inaccuracies and may include your comments in the record to show that you disagree with it.

    Please contact our team using the information above the information governance team to inform us of any inaccuracies.

    You can ask to delete information (right to be forgotten)

    In some circumstances you can ask for your personal information to be deleted; for example, where:

    • your personal information is no longer needed for the reason why it was collected in the first place
    • you have removed your consent for us to use your information (where there is no other legal reason us to use it)
    • there is no legal reason for the use of your information
    • deleting the information is a legal requirement.
    • your personal information has been shared with others, we’ll do what we can to make sure those using your personal information comply with your request for erasure

    Please note that we can’t delete your information where:

    • we’re required to have it by law
    • it is used for freedom of expression
    • it is in there for public health purposes
    • it is for, scientific or historical research, or statistical purposes where it would make information unusable
    • it is necessary for legal claims

    You can ask to limit what we use your personal data for

    You have the right to ask us to restrict what we use your personal information for where:

    • you have identified inaccurate information, and have told us of it
    • where we have no legal reason to use that information but you want us to restrict what we use it for rather than erase the information altogether

    When information is restricted it can’t be used other than to securely store the data and with your consent to handle legal claims and protect others, or where it’s for important public interests of the UK.

    Where restriction of use has been granted, we’ll inform you before we carry on using your personal information.

    You have the right to ask us to stop using your personal information for any council service. However, if this request is approved this may cause delays or prevent us delivering that service.

    Where possible we’ll seek to comply with your request, but we may need to hold or use information because we are required to by law.

    You can ask to have your information moved to another provider (data portability)

    You have the right to ask for your personal information to be given back to you or another service provider of your choice in a commonly used format. This is called data portability.

    However, this only applies if we’re using your personal information with consent (not if we’re required to by law) and if decisions were made by a computer and not a human being.

    It’s likely that data portability won’t apply to most of the services you receive from Friends Care Agency Limited.

    You have the right to question decisions made about you by a computer, unless it’s required for any contract you have entered into, required by law, or you’ve consented to it.

    You also have the right to object if you are being ‘profiled’. Profiling is where decisions are made about you based on certain things in your personal information, e.g. your health conditions.

    If and when Friends Care Agency uses your personal information to profile you, in order to deliver the most appropriate service to you, you will be informed.

    Who do we share your information with?

    The only time your information will be shared is for purposes noted above. This means for example when we apply for your criminal check, your information will be sent to the Disclosure and Barring Service, via our provider which is the United Kingdom Homecare Association (UKHCA) who also follow national guidelines regarding your personal data. Also, for inspection purposes such has Care Quality Commission and the Council. Also, certain parts of your personal data will be shared for Payroll services, who again follow data legislation. Only information that is required will be shared.

    How do we protect your information?

    We’ll do what we can to make sure we hold records about you (on paper and electronically) in a secure way, and we’ll only make them available to those who have a right to see them. Examples of our security include:

    • encryption, meaning that information is hidden so that it cannot be read without special knowledge (such as a password). This is done with a secret code or what’s called a ‘cypher’. The hidden information is said to then be ‘encrypted’
    • pseudonymisation, meaning that we’ll use a different name so we can hide parts of your personal information from view. This means that someone outside of Friends Care Agency could work on your information for us without ever knowing it was yours
    • controlling access to systems and networks allows us to stop people who are not allowed to view your personal information from getting access to it
    • training for our staff allows us to make them aware of how to handle information and how and when to report when something goes wrong
    • regular updating our systems to ensure that the latest security options are in place.

    Where in the world is your information?

    ALL of personal information is stored on systems in our local office in the UK. WE DO NOT see any reason why your personal information would need to go outside the UK. But, if there were some occasions where your information may leave the UK either in order to get to another organisation or if it’s stored in a system outside of the EU.

    We would have additional protections on your information if it leaves the UK ranging from secure ways of transferring data to ensuring we have a robust contract in place with that third party.

    We’ll take all practical steps to make sure your personal information is not sent to a country that is not seen as ‘safe’ either by the UK or EU governments.

    If we need to send your information to an ‘unsafe’ location we’ll always seek advice from the Information Commissioner first.

    How long do we keep your personal information?

    There’s often a legal reason for keeping your personal information for a set period of time, for more information on this please contact our office team

    For each service the schedule lists how long, your information may be kept for. This ranges from months for some records to decades for more sensitive records.

    Where can I get advice?

    If you have any worries or questions about how your personal information is handled please contact our team on 01767 318086

    For independent advice about data protection, privacy and data sharing issues, you can contact the Information Commissioner’s Office (ICO) at:

    Information Commissioner's Office
    Wycliffe House
    Water Lane
    Cheshire SK9 5AF

    Tel: 0303 123 1113 (local rate) or 01625 545 745 if you prefer to use a national rate number.

    Alternatively, visit the ICO's website or email