Privacy & Cookie Policy

1. About Prime Years Care Agency

Prime Years Care Agency Limited is committed to respecting your privacy and protecting your personal information. This policy applies to your use of our website and explains what information we may collect, why we use it, how we protect it and the choices available to you.

Our website may contain links to other websites. Their privacy and cookie practices are separate from ours, so we recommend checking their own privacy information before providing personal data.

2. What information we collect

Depending on how you use our website, we may collect:

• Your name and contact details when you submit an enquiry or contact us.
• Information you choose to provide about your care needs or personal circumstances.
• Information submitted when you apply for a role with Prime Years Care Agency.
• The content of emails, messages, or other communications you send to us.
• Technical information such as IP address, browser type, device type, pages visited and website activity.
• Cookie and similar technology information, where applicable.

3. How we use your information

We may use information to:

• Respond to enquiries and requests.
• Provide information about our care, companionship, and support services.
• Understand and assess care enquiries.
• Arrange or manage services where appropriate.
• Process recruitment enquiries and applications.
• Communicate with you about your enquiry or relationship with Prime Years.
• Improve our website, services, and user experience.
• Understand website usage and performance where appropriate.
• Meet legal, regulatory, safeguarding, and contractual obligations.
• Prevent, detect, and investigate fraud, misuse, or other unlawful activity.
• Send marketing communications where we have a lawful basis to do so.

4. Our lawful basis for using personal information

We will only process personal information where we have a lawful basis under applicable data protection law. Depending on the circumstances, this may include consent, performance of a contract, compliance with a legal obligation, or our legitimate interests where those interests are not overridden by your rights and freedoms.

Where we process special category information, such as information about health in connection with a care enquiry, we will also rely on an appropriate additional condition under UK data protection law.

5. Care enquiries and sensitive information

If you contact us about care, you may choose to provide information about health, disability, support needs, or other personal circumstances. We ask that you only provide information that is relevant to your enquiry.

Information relating to health may be special category data. We treat this information with additional care, restrict access appropriately and use it only where there is a lawful basis and appropriate condition for processing.

6. Sharing your information

We may share information where this is necessary and lawful to provide a service, respond to an enquiry, operate our website or business, meet legal or regulatory obligations, or protect the safety and rights of individuals.

This may include trusted service providers who process information on our behalf. We do not sell your personal information.

7. How long we keep information

We keep personal information only for as long as it is necessary for the purpose for which it was collected, taking account of legal, regulatory, safeguarding, contractual and business requirements. Different types of information may therefore be retained for different periods.

When information is no longer required, we will securely delete, destroy, or anonymise it where appropriate.

8. How we protect your information

We take reasonable technical and organisational measures to protect personal information from loss, misuse, unauthorised access, disclosure, alteration, or destruction. Access is limited to people who need the information for legitimate purposes.

9. Your data protection rights

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

• Be informed about how your personal information is used.
• Request access to the personal information we hold about you.
• Ask us to correct inaccurate or incomplete information.
• Ask us to erase information in certain circumstances.
• Ask us to restrict processing in certain circumstances.
• Object to certain processing.
• Request data portability where the legal requirements are met.
• Withdraw consent where we rely on consent as our lawful basis.

To exercise a data protection right, contact dpo@primeyearscareagency.com. We may need to verify your identity before responding to a request.

10. Cookies and similar technologies

Our website may use cookies and similar technologies. A cookie is a small file stored on your device that can help a website function, remember preferences, or understand how the website is used.

We distinguish between cookies that are strictly necessary for the website to operate and non-essential cookies, such as certain analytics, functionality, or marketing technologies.

Where consent is required for a non-essential cookie or similar technology, we will ask for your consent before using it. You can refuse or change your choices through the website's cookie controls.

11. Cookie categories

12. Managing your cookie choices

You can accept or refuse non-essential cookies through the cookie consent controls provided on our website. You can also adjust your choices at any time via Consent Preferences.

You can also use your browser settings to delete or block cookies. Please note that blocking essential cookies may affect how parts of the website function.

13. Third-party services

Our website may use third-party services, for example website analytics, interactive maps, form handling, or online fonts. Where these services use cookies or similar technologies, applicable consent requirements apply. We keep our cookie information under review so that it reflects the technologies actively in use.

14. Marketing communications

Where required, we will obtain consent before sending electronic marketing communications. You can opt out of marketing communications at any time by using the unsubscribe option provided or by contacting dpo@primeyearscareagency.com.

15. Complaints

If you have a concern about how we have handled your personal information, please contact us first so that we can investigate and respond:

Privacy contact: dpo@primeyearscareagency.com

You also have the right to complain to the Information Commissioner's Office (ICO), the UK's independent supervisory authority for data protection (https://ico.org.uk/).

16. Changes to this policy

We may update this Privacy & Cookie Policy from time to time to reflect changes to our services, website, technology, legal requirements, or the way we process information. The latest version will always be published on our website.

17. Contact details