Effective from: 1st May 2026

AKLE Healthcare Support is a domiciliary care agency based in Surrey. We provide home care services to elderly adults, disabled individuals, and families. We are registered as a data controller under UK data protection laws. Our designated Data Protection Point of Contact is our Care Manager. If you have any questions about this policy, you can contact us using the details on our Contact Us page. We aim to respond to all privacy queries within 14 days.

What Information We Collect

We collect personal information to provide safe and effective care. This includes your full name, address, date of birth, and contact details. We also collect medical information such as diagnoses, medications, and GP contact details.

For family members or legal representatives, we collect your name, relationship to the client, and your contact information. We may also collect bank details for payment processing. We never collect more data than we genuinely need.

How We Collect Your Information

We collect information directly from you during our initial consultation. This may happen over the phone, by email, or during a home visit. We also collect information from your GP, hospital, or other healthcare professionals with your consent.

In some cases, local authorities or social workers share information with us to arrange funded care. We always ensure they have your permission before sharing. We never buy data from third parties.

Why We Collect and Use Your Information

We use your information to provide safe, personalised care. This includes creating your care plan, matching you with a suitable carer, and managing your medication safely. We also use your data for billing, scheduling, and communicating with your family.

We may use your information to comply with CQC regulations and safeguarding requirements. We never use your data for marketing without your explicit consent. You can withdraw consent at any time.

Legal Basis for Processing

Under UK GDPR, we rely on several legal bases to process your data. The main basis is contract – we need your information to deliver the care services you have requested.

We also rely on legal obligation for CQC reporting and safeguarding. For medical information, we rely on health and social care purposes as permitted by UK law. For marketing, we rely on your consent.

Who We Share Your Information With

We share your information only when necessary. This includes sharing with your GP, district nurses, and other healthcare professionals involved in your care. We may share limited information with local authorities who fund your care.

We share payment information with our billing team and your bank. We never sell your data to anyone. We never share your data with marketing companies. All third parties we work with are GDPR compliant.

How We Protect Your Information

We take data security seriously. All electronic records are stored on encrypted, password protected systems. Paper records are kept in locked cabinets at our Surrey office. Only authorised staff can access your information.

Our carers receive training on data protection and confidentiality. They never discuss clients outside of work. We conduct regular security audits to ensure your data remains safe.

How Long We Keep Your Information

We keep your information for as long as you receive care from us. After your care ends, we retain records for seven years. This is required for legal, insurance, and regulatory purposes.

For deceased clients, we retain records for seven years following the date of death. After this period, all records are securely destroyed. You can request earlier deletion in certain circumstances.

Your Legal Rights

Under UK GDPR, you have several rights regarding your personal data. You have the right to access the information we hold about you. This is called a Subject Access Request and is free of charge.

You also have the right to correct inaccurate data, request deletion of your data, and restrict how we use your information. You can object to certain types of processing. You also have the right to data portability.

How to Make a Complaint?

If you are unhappy with how we handle your data, please contact us first. We will do our best to resolve your concern within 14 days. You also have the right to complain to the Information Commissioner's Office (ICO).

The ICO is the UK's independent regulator for data protection. You can reach them at www.ico.org.uk or by calling 0303 123 1113. We will never treat you unfairly for making a complaint.

Cookies and Website Usage

Our website uses basic cookies to improve your browsing experience. These cookies do not collect personal information. We do not use tracking cookies or share browsing data with advertisers.

You can disable cookies in your browser settings at any time. Disabling cookies may affect how our website functions. For more details, please refer to our separate Cookie Policy.

Changes to This Privacy Policy

We may update this privacy policy from time to time. Any changes will be posted on this page with a new effective date. We encourage you to review this policy periodically.

If we make significant changes, we will notify you by email or by a notice on our website. Continued use of our services after changes means you accept the updated policy.

Contact Us About Privacy

If you have any questions about this privacy policy or how we handle your data, please contact us. Ask for our Care Manager or Data Protection Contact.

You can call us, email us, or write to our Surrey office. We aim to respond to all privacy enquiries within 14 days. Your trust matters to us.