Privacy notice
What happens to what you tell us.
If you contact us about care for yourself or someone else, you are trusting us with personal information at a difficult moment. This explains what we do with it, how long we keep it, and what you can ask us to do.
This notice is under review. It was rewritten on 27 October 2026 to replace a template that described the wrong thing, and it is with a data protection adviser. Two points marked below are not yet settled. We would rather publish an accurate account now and correct it than leave a notice that does not describe what we actually do.
Who we are
Care Horizons Ltd is the data controller.
Registered in England & Wales, company number 05093285. Registered with the Information Commissioner’s Office under the Data Protection Act 2018, registration reference Z8564567. Registered office: Kingscott Dix, Goodridge Court, Goodridge Avenue, Gloucester GL2 5EN. The office we work from, and the address registered with the Care Quality Commission, is Unit 7 Badminton Court, Station Road, Yate, Bristol BS37 5HZ. You can reach us on 0117 405 4320 or at [email protected]. If you want to raise something about your information specifically, say so in the subject line and it will go to the Director.
Enquiries about one of our franchise areas. Our franchise partners own and run Care Horizons in their own areas. Enquiries made through those pages come to Care Horizons Ltd first, and we pass them to the franchise partner for the area so they can talk to you. That partner then holds your information as a data controller in their own right, alongside us. If you would rather we did not pass your enquiry on, tell us and we won’t.
This notice covers the website and enquiries that come to us through it. The information we hold about people who actually receive care from us is covered separately, in the documents you are given when support starts.
What we collect
Only what you choose to tell us.
If you telephone or email us, what we hold is whatever is in that call or message: usually a name, a way of contacting you, the area you are in, and a description of what is happening.
If you use the enquiry form. Some pages carry a short form. It asks for your name, your email address, your telephone number, whether you are enquiring for yourself, for a family member or as a professional, and a message. Only the message box is open text, and you decide what goes in it.
That form is delivered to our office inbox by an outside form service, Web3Forms, which acts for us. Web3Forms states that it does not store submissions and passes them straight on, that its servers are in the United States, and that it deletes its own server logs every two months. So a form submission leaves the UK on its way to us. Once it reaches us it is held in our own email and treated exactly like an enquiry that arrived by any other route, and deleted after twelve months in the same way.
Under review: the written terms with that form service, and the safeguard relied on for sending information outside the UK, are being confirmed with a data protection adviser and will be stated here. If you would rather not use the form, or would rather nothing left the UK, telephone us on 0117 405 4320 instead — it reaches the same people and nothing is lost by doing it that way.
Health and care information. People naturally describe diagnoses, medication, falls, distress and family circumstances when they explain why they are ringing. Under data protection law that is special category data and needs more care than an ordinary business enquiry. We ask you to keep clinical and safeguarding detail out of ordinary email and out of the form’s message box until we have agreed a secure route — not to be unhelpful, but because neither email nor a web form is a private channel. Tell us enough to understand the situation, and keep the detail for the call.
Under review: the specific Article 9 condition we rely on for that information is being confirmed with a data protection adviser and will be stated here.
The website also sets analytics and consent cookies — see Cookies below.
Why we use it
To answer you, and to decide honestly whether we can help.
That means reading what you have sent, talking to you about it, and where it goes further, arranging an assessment. If we are not the right service we will tell you, and we may suggest where else to look.
We do not sell information, we do not share it with other providers without asking you, and we do not use it to market anything to you.
Under review: whether we rely on consent or on legitimate interests for responding to an enquiry. Both are available in principle and the adviser's view is pending. It makes no practical difference to what we do with your information; it affects which rights apply, which is why it is being settled properly rather than guessed.
Where it is kept, and who can read it
Our email is hosted by a mainstream provider and access is limited to the people who need it.
Enquiries are handled by the office team and the Director. Our website is hosted by a third party on our behalf; the arrangements with our suppliers, including the written contracts data protection law requires, are being reviewed alongside this notice.
How long we keep it
Twelve months from your last contact with us, if the enquiry does not become a service.
After that it is deleted. If support does start, different and longer retention applies, because we are then required to keep care records — that is set out in the documents you receive at the start.
Your rights
You can ask us what we hold about you, and we have to tell you.
You can also ask us to correct it, to delete it, to stop using it, or to send it to you in a portable form. Where we are relying on your consent you can withdraw it at any time. Ask by phone or email and we will respond within one month.
If you are not satisfied with how we have handled it you can complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113. We would rather you came to us first so we can put it right.
Cookies
The site uses a consent tool and analytics.
When you first arrive you are asked what you will accept. Analytics cookies tell us which pages are read and how people arrive, in aggregate — they are not used to identify you. You can change your choice at any time through the cookie settings link in the footer, and you can block cookies in your browser.
Any questions about your information?
Ask us directly. You do not need to put it formally, and you do not need a reason.
0117 405 4320 [email protected] This notice was last updated on 27 October 2026 and is under review by a data protection adviser.