POLICIES & PRIVACY
Policies, privacy and complaints
Find important information about how Abide Home Care handles personal information, feedback and complaints, along with other key policies and guidance.
WEBSITE PRIVACY NOTICE
How Abide Home Care handles personal information
Abide Home Care Limited respects your privacy and is committed to protecting your personal information. This notice explains how we collect, use, store and protect information provided through our website, including care enquiries, professional referrals and recruitment enquiries.
Last updated: August 2026
Information we may collect
How we may use information
We may use personal information to respond to enquiries, understand support needs, communicate with individuals, families and professionals, consider referrals, process recruitment enquiries, maintain appropriate records and meet legal, safeguarding and regulatory responsibilities.
Your data-protection rights
Questions about privacy?
Please contact Jemima King, Deputy Manager.
Email: info@abidehomecare.co.uk | Telephone: 01803 852220
FULL PRIVACY NOTICE
More information about how we use and protect personal information
Who we are
Abide Home Care Limited is an independent domiciliary care provider.
Registered address:
Abide Home Care
King Street Rooms
King Street
Brixham
TQ5 9TF
Telephone: 01803 852220
Email: info@abidehomecare.co.uk
For questions about privacy or the way we use personal information, please contact:
Jemima King
Deputy Manager
Email: info@abidehomecare.co.uk
Telephone: 01803 852220
How we collect personal information
We may collect information when you:
- Complete a private-care enquiry form
- Submit an NHS or professional referral
- Apply for a position with Abide Home Care
- Contact us by telephone or email
- Communicate with us about an existing or prospective care service
- Use our website and accept optional cookies or similar technologies
We may also receive information from relatives, representatives, healthcare professionals, local authorities or other organisations involved in arranging care.
How we use personal information
We may use your information to:
- Respond to care enquiries
- Understand the support a person may require
- Arrange an assessment or initial discussion
- Communicate with individuals, families and professionals
- Consider professional referrals
- Process recruitment enquiries and job applications
- Arrange interviews or request further information
- Maintain appropriate records of enquiries
- Meet our legal, safeguarding and regulatory responsibilities
- Protect the safety and wellbeing of individuals
- Improve our website and services
- Investigate concerns or complaints
Information supplied through an initial website enquiry will not automatically become a full care record. Where care is arranged, relevant information may be transferred into Abide Home Care’s secure care-management and record-keeping systems.
Our lawful basis for using information
Depending on the circumstances, we may use personal information because:
- It is necessary to take steps at your request before entering into a care or employment relationship.
- It is necessary for our legitimate interests in responding to enquiries, managing recruitment and operating our services.
- It is necessary to comply with a legal or regulatory obligation.
- It is necessary to provide health or social care.
- It is necessary to protect someone’s vital interests.
- You have given your consent for a particular use.
Where information relates to health, care needs or other sensitive matters, we will only use it where an appropriate condition under data-protection law applies.
Sharing personal information
We will only share information where it is necessary and appropriate.
Depending on the nature of the enquiry, information may be shared with:
- Authorised Abide Home Care staff
- Healthcare and social-care professionals
- Local authorities or NHS organisations
- Organisations involved in safeguarding
- IT, hosting, email or website providers supporting our systems
- Professional advisers or regulators
- Law-enforcement agencies or other bodies where disclosure is required by law
We do not sell personal information to advertisers or other organisations.
How long we keep information
We keep personal information only for as long as it is required for the purpose for which it was collected and to meet relevant legal, regulatory and contractual obligations.
Where an enquiry results in Abide Home Care providing care, relevant information will be retained in accordance with our care-record retention procedures.
General enquiries that do not progress to care will be retained only for an appropriate period in case further contact or follow-up is required.
Recruitment information will be retained in accordance with Abide Home Care’s recruitment and employment record procedures.
When information is no longer required, it will be securely deleted or destroyed.
How we protect personal information
Abide Home Care takes appropriate steps to protect personal information from loss, unauthorised access, disclosure or misuse.
These measures include:
- Limiting access to authorised staff
- Using secure systems and passwords
- Providing staff training in confidentiality and data protection
- Maintaining appropriate physical and electronic records
- Monitoring and reviewing access where appropriate
- Securely deleting or destroying information when it is no longer required
Your data-protection rights
Depending on the circumstances, you may have the right to:
- Be informed about how your information is used
- Request access to the information we hold about you
- Ask us to correct inaccurate or incomplete information
- Ask us to delete information in certain circumstances
- Ask us to restrict the use of your information
- Object to certain uses of your information
- Request the transfer of information where applicable
- Withdraw consent where consent is the basis on which information is being used
- Raise a concern about the way your information has been handled
We normally have one month to respond to a valid request.
To exercise your rights, contact:
Jemima King, Deputy Manager
Email: info@abidehomecare.co.uk
Telephone: 01803 852220
We may need to confirm your identity before responding to a request.
Cookies and website technologies
Our website uses cookies and similar technologies to support essential website functions and, where you choose to allow them, additional functionality, analytics and advertising features.
We use a cookie consent tool which allows you to accept, reject or customise non-essential cookies. Necessary cookies may be used where they are required for the website to function properly. Other categories of cookies are not enabled unless you choose to allow them.
We may use third-party website services, including Google Maps, which may process technical information when those features are used.
We may also use analytics and advertising technologies, such as Google Analytics and the Meta Pixel, to understand how the website is used and to measure our marketing. Where these technologies require consent, they will only be activated in accordance with your cookie preferences.
You can review or change your cookie preferences using the cookie settings available on the website.
Links to other websites
Our website may include links to websites operated by other organisations.
Abide Home Care is not responsible for the privacy practices or content of external websites. Please review the privacy information provided by the relevant organisation before submitting personal information.
Changes to this notice
We may update this notice when our services, website systems or legal obligations change.
The latest version will be published on this website with the date it was last updated.
How to raise a privacy concern
Please contact us first if you have concerns about how we have used your personal information.
Jemima King, Deputy Manager
Email: info@abidehomecare.co.uk
Telephone: 01803 852220
Address: Abide Home Care, King Street Rooms, King Street, Brixham, TQ5 9TF
You also have the right to raise a concern with the Information Commissioner’s Office.
Raising a concern or making a complaint
Raising a concern will not affect the care or support you receive. We will treat your complaint respectfully, investigate it thoroughly and keep you informed throughout the process.
How to make a complaint
Please direct your concern or complaint to:
Jade Caunter
Registered Manager
Abide Home Care
King Street Rooms
King Street
Brixham
TQ5 9TF
Email: info@abidehomecare.co.uk
Telephone: 01803 852220
You may make a complaint verbally or in writing. Please provide as much information as possible about what happened, including relevant dates, people involved and the outcome you would like us to consider.
What happens after we receive your complaint?
We will acknowledge your complaint within three working days of receiving it.
We will then carry out a thorough investigation and aim to provide you with a formal written response within 20 working days.
In exceptional circumstances, we may need additional time to complete our investigation. Where this happens, we will explain the reason for the delay, keep you informed and provide a revised response date.
If you remain dissatisfied
If you are dissatisfied with the stage-one response, please contact the Registered Manager within 14 days of receiving it and explain why you remain unhappy.
We will acknowledge your request for a further review within three working days. You will be told who will review the complaint, and a further formal response will normally be provided within 20 working days.
Taking your complaint further
You should normally allow Abide Home Care the opportunity to investigate and respond before referring your complaint elsewhere.
If your care has been arranged or commissioned by a local authority, you may also raise your complaint with the relevant council.
If you remain dissatisfied after the appropriate complaints process has been completed, you may contact the Local Government and Social Care Ombudsman. The Ombudsman considers complaints about adult social care, including care paid for privately and care arranged or funded by a council.
You may also tell the Care Quality Commission about your experience. The Care Quality Commission uses information about care services to support its regulatory work, although it does not investigate individual complaints on a person’s behalf.
Still Have Questions?
Need to ask about your personal information?
If you have a question about how Abide Home Care uses or protects your personal information, please contact Jemima King, Deputy Manager.
info@abidehomecare.co.uk | 01803 852220