Privacy Policy

Last Updated: [01/08/2026]

FVA Care Solution Limited respects your privacy and is committed to protecting your personal information. This Privacy Policy explains what information we collect, why we use it, how we protect it and the rights available to you.

We process personal information in accordance with applicable UK data protection law, including the UK GDPR and the Data Protection Act 2018, as amended by the Data (Use and Access) Act 2025.

Who We Are

FVA Care Solution Limited is responsible for deciding how and why your personal information is used.

Company Name: FVA Care Solution Limited
Company Number: [Insert Company Number]
Registered Address: [Insert Registered Address]
Email Address: [Insert Email Address]
Telephone: [Insert Telephone Number]
ICO Registration Number: [Insert ICO Registration Number, if applicable]
Data Protection Contact: [Insert Name, Role or Email Address]

This policy applies to website visitors, people making enquiries, service users, representatives, family members and other individuals whose information we process while providing our services.

Information We May Collect

Depending on your relationship with us, we may collect:

Your name, address, telephone number and email address
Date of birth, age and identification details
Emergency contact and next-of-kin information
Information about your care and support requirements
Health conditions, mobility needs and medication information
Communication, language and accessibility requirements
Daily routines, preferences, interests and personal circumstances
Details of healthcare professionals or other organisations supporting you
Financial, billing and payment information
Records of enquiries, assessments, visits and communications
Website usage, device and technical information
Feedback, complaints, safeguarding concerns and incident records

Health information and certain other sensitive information are classed as special-category data and require additional legal protection.

How We Collect Your Information

We may collect information directly from you when you:

Contact us by telephone, email or through our website
Request information about our services
Complete an enquiry, assessment or registration form
Enter into a care or service arrangement
Communicate with our carers or management team
Provide feedback or raise a concern

We may also receive information from an authorised representative, family member, healthcare professional, local authority, care commissioner, hospital, social worker or another organisation involved in arranging or supporting your care.

Where someone provides information on your behalf, we may take appropriate steps to confirm their authority to do so.

Why We Use Your Information

We may use personal information to:

Respond to enquiries and provide requested information
Understand and assess individual care needs
Determine whether we can provide suitable support
Develop, deliver and review personalised care plans
Communicate with service users, families and authorised representatives
Coordinate with healthcare professionals and relevant organisations
Manage appointments, visits, staffing and service arrangements
Maintain accurate care, communication and financial records
Process payments, invoices and contractual arrangements
Protect the health, safety and wellbeing of service users
Respond to complaints, incidents and safeguarding concerns
Meet legal, regulatory, insurance and professional obligations
Improve our services, website and internal procedures

We will only use personal information for clear and legitimate purposes and will not use it in a way that is incompatible with the purpose for which it was collected.

Our Legal Bases for Processing

Depending on the purpose, we may process personal information because:

It is necessary to take steps before entering into or performing a contract
We must comply with a legal or regulatory obligation
It is necessary for our legitimate business interests, where your rights do not override those interests
It is necessary to protect someone’s vital interests
You have provided valid consent for a specific purpose

Where we process health information or other special-category data, we must identify both a lawful basis and an additional legal condition. Relevant conditions may include providing health or social care, protecting vital interests, safeguarding individuals or meeting substantial public-interest obligations.

We will identify and document the appropriate legal basis for each processing activity.

Sharing Personal Information

We only share personal information where it is necessary, appropriate and legally permitted. Information may be shared with:

Employees, carers and authorised members of our team
Healthcare professionals involved in an individual’s care
Local authorities, social services and care commissioners
Hospitals, pharmacies and other care providers
Emergency services where urgent assistance is required
Safeguarding authorities and relevant public bodies
Regulatory, inspection and professional organisations
Accountants, insurers, legal advisers and auditors
Secure IT, communication, payment and record-management providers
Police or other authorities where disclosure is required or permitted by law

We require organisations processing information on our behalf to protect it appropriately and use it only for agreed purposes.

We do not sell personal information to third parties.

Security and International Transfers

We use appropriate organisational and technical measures to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.

These measures may include:

Restricted access to confidential information
Password protection and access controls
Secure storage and communication systems
Staff confidentiality requirements
Data protection and information-security training
Regular review of records, systems and working practices

Where a service provider processes personal information outside the United Kingdom, we will check that the transfer is legally permitted and that an appropriate level of protection or recognised safeguard is in place. UK data protection law contains specific requirements for restricted international transfers.

How Long We Keep Information

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected.

Retention periods may depend on:

The nature of the information
The type and duration of the service provided
Legal, contractual and regulatory requirements
Safeguarding, insurance or professional obligations
The need to respond to complaints, enquiries or legal claims

When information is no longer required, it will be securely deleted, destroyed or anonymised in accordance with our retention arrangements. Organisations should maintain a retention schedule explaining how long different records are kept and what happens when those periods expire.

Your Data Protection Rights

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

Ask for access to your personal information
Request correction of inaccurate or incomplete information
Ask for information to be deleted in certain circumstances
Request that processing be restricted
Object to certain uses of your information
Ask for certain information to be transferred to you or another organisation
Withdraw consent where processing is based on consent
Raise concerns about how your information has been handled

These rights are not absolute and may be limited where an exemption or another legal obligation applies. Individuals have a legal right to access and receive copies of their personal information through a subject access request.

To exercise a right, contact us using the details below. We may request information needed to confirm your identity or authority to act for another person.

You may also raise a concern with the Information Commissioner’s Office. Current UK law requires organisations handling personal information to maintain an appropriate process for data protection complaints.

Policy Updates and Contact Details

We may update this Privacy Policy to reflect changes to our services, data-processing activities, legal obligations or working practices.

The latest version will be published on this page with an updated revision date.

For questions, requests or concerns about your personal information, contact:

FVA Care Solution Limited
Email: [info@fvacaresolutions.co.uk]
Telephone: [+44 000 000 0000]
Address: [UK]