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Privacy Policy

This privacy policy applies to all customers whose personal data is collected and processed by Eldercare (UK) Ltd.

Eldercare values your custom and knows how important protecting your privacy is to you. That is why we never sell, rent or give any of your personal details to anyone else for marketing purposes. We will only collect and process your personal data when we have lawful bases for doing so. These lawful bases include when you provide us with consent, when we have a contractual obligation to collect or process the data, when we have a legitimate interest in processing your personal data and when it is necessary to process the data for health or social care purposes.

We are committed to ensuring that your privacy is protected. This privacy policy sets out how we use and protect any information that you give to us. Any personal data that we process is handled in accordance with the General Data Protection Regulations (GDPR) 2016 and the Data Protection Act 2018.

Our services are not intended for children and we do not knowingly collect data relating to children.

Eldercare (UK) Ltd is the data controller and is responsible for your personal data. If you have any questions about this policy, including any requests to exercise your legal rights, please contact our Customer Care Manager using the contact details set out below.

What information we collect

We only collect the information about you in order to deliver effective services as per our contractual agreement, for our other legitimate business purposes or when it is necessary for health or social care purposes. We will need to collect and use information about:

  • The person using the service
  • The person representing the service user (if applicable)
  • The person responsible for paying for the service
  • Any person(s) identified as an emergency contact/next of kin/keyholder
  • The medical practitioner of the person using the service

The types of personal information (including special categories of data) that we collect include:

  • Title
  • Name
  • Postal address
  • Email address
  • Contact telephone numbers
  • Date of birth
  • Gender
  • Details of any serious medical conditions of the service user of which we should be aware for the purposes of providing our services.
  • Payment information (such as bank account or payment card details)
  • Information about any products or services you have purchased from us
  • Technical data (such as an internet protocol (IP) address, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform, and other technology on the devices you use to access our website)
  • Your interests, preferences (including your preferences in receiving marketing from us and your communication preferences), feedback and survey responses.

We may also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data could be derived from your personal data but is not considered personal data in law as this data will not directly or indirectly reveal your identity. For example, we may aggregate your technical data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy policy.

It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.

How we collect information about you

We may collect and process information about you in the following ways:

Directly from you:

  • Information that you provide to us when you phone us, fill in forms on our website(s), complete paper forms that we send to you or make available to you to make an enquiry, register to receive our services or request the purchase of products from us
  • If you contact us, we may keep a record of that correspondence or telephone conversation
  • When you provide us with feedback, complete surveys and/or participate in market research (which are voluntary)
  • Transactions you carry out through our website
  • When you request marketing to be sent to you

Automated technologies or interactions:

  • As you interact with our website and the online resources that you access, we will automatically collect Technical Data about your equipment, browsing actions and patterns. We collect this personal data by using cookies (please see below for further details).
  • Any personal information generated by the use of our services including a personal alarm, fall detector or other products or services, or as a result of calls made to our 24/7 Customer Care team.

Third parties or publicly available sources:

We may receive personal data about you from various third parties and public sources including your representative, your medical practitioner, third party providers of our services and providers of technical and payment services and technical data from analytics providers (about your use of our website and online resources)

How and why we use the information about you

We gather this information to enable us to process your registration application, any orders you may make and to provide the goods and services requested (i.e. perform the contract we are about to enter into or have entered into with you). We may also use your personal information where it is necessary for our legitimate interests, for health and social care purposes, or where we need to comply with a legal duty or obligation. In particular, we (and our service providers when acting on our behalf) may use your information to:

  • Provide you with goods and/or services
  • Register the service user
  • Contact the service user, their representative and any keyholders and/or emergency contacts about the service user or status of their account (if necessary)
  • Manage our relationship with you
  • Analyse the use of any alarm or monitoring equipment
  • Enhance the service
  • Develop new products or services
  • Administer and protect our business, website and online resources
  • Analyse the use of our website and online resources
  • Promoting, marketing and advertising our products and services
  • Sending promotional communications which are relevant and tailored to you
  • Request voluntary customer satisfaction feedback and suggestions
  • Remind you to test your alarm equipment
  • We like to follow up any enquiries that we receive to ensure that you have everything you need to make an informed choice about a product or service.

We have a legitimate interest in processing your personal information for promotional purposes, such as contacting you with information about our products and services and promotional offers which we feel may be of interest to you, as well as reminding you of part-completed registrations, enquiries or requests to purchase our products and/or services. This means we do not usually need your consent to send you promotional communications. However, where consent is needed, we will ask you for your specific permission separately and clearly. We will always treat your personal information with the utmost respect and never sell it to other organisations for marketing purposes.

You can change your consent and communication preferences at any time by contacting us or using the ‘unsubscribe’ link in the email communication.

We may ask you to confirm or update your marketing preferences if you instruct us to provide further products and/or services in the future, or if there are changes in the law, regulations or the structure of our business.

Voice recording

When you call us we record and may monitor your call in order to help with staff development and quality control purposes, as well as for legal and/or contractual reasons. However, we do not record any bank or payment details that are given verbally.

Special category data (also known as sensitive data)

When you receive our monitoring services, you acknowledge that we may gather some sensitive personal data about you, such as your medical/health conditions. This is necessary for us to offer the correct care and provide you with an effective service.

We will not take any sensitive information that is not relevant to the provision of the services we are providing to you and expressly request that you do not provide any sensitive data to us that is not relevant to the services we are providing.

How long do we keep your data?

We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, regulatory, tax, accounting or reporting requirements.

To determine the appropriate retention period for personal data, we consider the amount, nature and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means and the applicable legal, regulatory, tax, accounting or reporting requirements.

You may contact us to request removal of your data from our systems at any time. Unless there is a compelling reason for the data not to be erased (for example, if we need to use that data to fulfil our contractual or legal obligations), your personal data will be deleted on request. Please see below for other rights you have in respect of your personal data.

In some circumstances we will anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes, in which case we may use this information indefinitely without further notice to you.

Does Eldercare disclose the information it collects to anyone outside the company?

We never pass on any of your information to third parties for marketing purposes without your permission. We will only pass on your information to third parties in order to provide you with an effective service in line with our contractual service obligations. (For example, we will pass your details to the emergency services should we consider that you may be in need of urgent medical attention).

We may, under contract, disclose your information to third parties who are involved in providing the service, including their partners, agents and contractors. We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third party service providers to use your personal data for their own marketing purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

We may also disclose your personal data to others if we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our terms of use and other agreements, or to protect the rights, property or safety of Eldercare, our customers or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction, including HMRC.

Do we keep web logs (using cookies)?

We maintain data from the internet in order to evaluate the popularity of our website and for security reasons using cookies.

We collect search terms you have used to either find our website or used on our website, a record of all browsing behaviour including links clicked. This is done via a cookie which is set on your first arrival to our website and the contents of any form you submit to us.

We use Google AdWords Remarketing to advertise Eldercare across the Internet. AdWords remarketing will display relevant ads tailored to you based on what parts of the Eldercare website you have viewed by placing a cookie on your machine. We respect your privacy and are not collecting any identifiable information through the use of Google’s or any other third party remarketing system. Please see our cookie policy, available at www.eldercare.co.uk/cookie-policy, for information on how you can opt out of this personalisation.

You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of our website may become inaccessible or not function properly.

For more information about the cookies we use, please see our cookie policy, available at www.eldercare.co.uk/cookie-policy.

Links to external websites

The Eldercare website may contain links to third party websites that we think display content that you may find useful. It’s important to note that this privacy policy only covers our own domains (eldercare.co.uk, pendant-alarms.co.uk and careline-alarms.co.uk). We highly recommend that you verify the privacy policies on any external websites before submitting personal information.

Where we store your data and who has access

We only store your data in our Eldercare managed secure environment within the UK. Only valid and authenticated users have access to our internal data platforms. We do not transfer your personal data outside the UK.

Changes to this policy

In keeping with legal requirements, we keep our privacy policy under regular review. This version was last updated on 8 June 2020.

Your rights and controlling your information

Under data protection laws you have a right to:

  1. Be informed of what we do with your data
  2. Request to see what data we hold on you, free of charge
  3. Correct your data if inaccurate
  4. Erase your data in certain circumstances
  5. Restrict processing of your data
  6. Have your data sent to another party at your request
  7. Object to our processing your personal data
  8. Be informed of any automated decision-making and profiling we might use
  9. Seek damages if we fail to keep your data safe

If you wish to exercise any of the rights set out above, please contact us.

The accuracy of your information is important to us and we would like you to contact us should any of your details change so we can update our records. If at any point you believe that the information we process on you is incorrect you may request to see this information and have it corrected or deleted.

Data Security and data breaches

We have put in place appropriate security measures to prevent your personal data from being accidently lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.

Our data security policy includes a clear process for handling a personal data breach. Should this occur, we will notify you promptly of any unauthorised access to your personal information.

How to contact us

If you wish to exercise any of your rights or you wish to raise a complaint on how we have handled your personal data, you can contact our Customer Care Manager at Eldercare (UK) Ltd, 847 Burnley Road, Loveclough, Rossendale, Lancashire BB4 8QL or by email: info@eldercare.co.uk or by telephone 01706 242803.

You have the right to make a complaint at any time to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk). We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact us in the first instance if you are not satisfied with our response or believe we are not processing your personal data in accordance with the law.

For more information on GDPR and your rights, please see https://ico.org.uk/for-the-public/

Eldercare (UK) Ltd is located at 847, Burnley Road, Loveclough, Rossendale BB4 8QL. Registered Company Number 2163445.

Version 3 Jun 2020