We respect your privacy and are committed to protecting your personal information. This Privacy Policy explains how we collect, use, store, and share personal data when you use our website or our services. It also sets out your rights under UK data protection law, including the UK General Data Protection Regulation (UK GDPR).
Who We Are and How to Contact Us
Fountain Care Services is a CQC-regulated care provider. If you have any questions about this Privacy Policy or how we use your data, you can contact us at:
The Information We Collect
We may collect and process the following personal data:
- Name, job title, and contact details (email, phone number, address)
- Information you provide when contacting us via our website, email, or telephone
- Details provided in enquiry forms, surveys, or feedback forms
- Information relating to the services we provide (e.g. care plans, payment details, incident reports)
- Technical information when you visit our website (IP address, browser type, pages visited)
- Cookie data (see “Cookies” below)
How We Collect Information
We collect personal information in two ways:
- Directly from you, when you contact us, request services, complete forms, or provide feedback.
- Automatically, through cookies and website analytics when you visit or interact with our website.
How We Use Your Information
We use your personal information to:
- Respond to your enquiries and provide information you request
- Arrange and deliver care and support services
- Maintain accurate care plans, records, and communications with you and relevant professionals
- Process payments and manage contracts
- Record and investigate incidents, complaints, or safeguarding concerns
- Carry out audits, compliance checks, and meet CQC or legal requirements
- Send you information about services (with your consent, you can opt out at any time)
- Improve our website and services through feedback and analytics
Lawful Basis for Processing
We process your data under one or more of the following lawful bases:
- Consent – where you have given us permission (e.g. for marketing).
- Contract – where processing is necessary for the contract we have with you.
- Legal obligation – where we must comply with the law (e.g. safeguarding, HMRC).
- Vital interests – where it is necessary to protect life.
- Public Task - the processing is necessary for us to perform a task in the public interest, or for official functions and the task or function has a clear basis in law.
- Legitimate interests – the processing is necessary for our legitimate interests or the legitimate interests of a third party unless there is a good reason to protect the individual’s personal data which overrides those legitimate interests. (This does not apply if a public authority is processing data to perform its official tasks).
How We Store Your Information
We store your information securely and only for as long as necessary. Retention periods may vary depending on the type of record, for example:
- Care records – 3 years after the end of contract or care (longer if required by law)
- Accident/incident records – 3 to 20 years depending on severity
- Complaints – 10 years from closure
- Financial/payment records – 6 years from the end of the financial year
- Adjustments and safety – Records of reasonable adjustments are kept for 2 years
- Communication – We keep email and written communications related to arranging and delivering care for the duration of service.
- Telephone calls – Recordings are kept for 10 months for training, quality, and dispute resolution.
- Feedback/research – Retained for 1 year, with the option to remain anonymous.
- News and promotions – You may receive occasional updates; consent can be withdrawn at any time.
- Photos and media – With your explicit consent, we may share content on social media or publications for up to 3 years, with renewal if you agree.
After these periods, information is securely destroyed or anonymised.
Cookies
Our website uses cookies to improve your browsing experience and help us understand how visitors use our site.
- Session cookies are deleted when you close your browser.
- Persistent cookies remain until they expire or are deleted.
You can manage or delete cookies through your browser settings. For more details, visit www.aboutcookies.org or www.allaboutcookies.org
Privacy and Electronic Communications Regulations (PECR)
In addition to UK GDPR, we comply with the Privacy and Electronic Communications Regulations (PECR). This means:
- We will only send you marketing communications (by email, SMS, or phone) where we have your consent, or where you have previously enquired about our services and you are given a clear opportunity to opt out.
- You can opt out of marketing at any time by using the unsubscribe link in our emails or by contacting us directly.
- Our use of cookies complies with PECR, and you are able to manage or refuse them through your browser settings.
Sharing Your Information
We do not sell your personal data. We may share it only where necessary, such as with:
- Health or social care professionals involved in your care
- Regulators such as the Care Quality Commission (CQC)
- Law enforcement or safeguarding authorities if legally required
Your Data Protection Rights
Under UK GDPR, you have the following rights:
- Access – to request copies of your personal data
- Rectification – to request correction of inaccurate or incomplete data
- Erasure – to request deletion of your data in certain circumstances
- Restriction – to request limitation of processing in certain circumstances
- Objection – to object to processing in certain circumstances
- Data portability – to request transfer of your data to another organisation or to you
You are not required to pay a fee to exercise your rights. We will respond within one month.
How to Complain
If you have concerns about our use of your data, please contact us.
You also have the right to complain to the Information Commissioner’s Office (ICO):
Information Commissioner’s Office
Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Helpline: 0303 123 1113
Website: www.ico.org.uk
Changes to This Privacy Policy
We may update this Privacy Policy from time to time. The most recent version will always be available on our website.