Privacy Policy

We ask that you read this privacy policy carefully as it contains pertinent information on who we are and how we collect, use, store and share personal information. It outlines your rights and how to contact us and other relevant organisations in the event you have a complaint.

Who we are and how to contact us

Name: Sylvian Care National Office
Address: Regus, Unit 220, Wharfedale Road, Wokingham, RG41 5TP
Phone Number: (+44) 01183 273 232
Email: admin@sylviancare.co.uk

The type of personal information we collect

We currently collect and process the following information:

Full Name, Telephone Number, E-Mail, Subject, Message
Where you visited on the site
That you filled in a form or not.

How we get the personal information and why we have it

Most of the personal information we process is provided to us directly by you for one of the following reasons:

For us to contact you and respond, if you filled out the General Enquiries form

We also receive personal information indirectly, from the following sources in the following scenarios:

When you visit and navigate the website
When you share pages with social networks such as Facebook, Twitter, Linked in and Google+ (If available)

We use the information that you have given us in order to respond to your enquiries, track the pages you visits via Google Analytics, remarket to you once you have left the site, allow you to share pages with social networks such as Facebook, Twitter, Linked in and Google +(If available)

This website will not share any personal information with third party organisations and

Individuals.

Under the UK General Data Protection Regulation (UK GDPR), the lawful bases we rely on for processing this information are:

(a) Your consent. You are able to remove your consent at any time. You can do this by contacting admin@sylviancare.co.uk
(b) We have a contractual obligation.
(c) We have a legal obligation.
(d) We have a vital interest.
(e) We need it to perform a public task.

How we store your personal information

Your information is securely stored through cookies. Cookies are very small text files that are stored on your computer when you visit some websites. We use cookies to help identify your computer so we can tailor your user experience and send you relevant content that we feel you would be interested in. You can disable any cookies already stored on your computer, but these may stop our website from functioning properly.

Some cookies are deleted when you close down your browser. These are known as session cookies. Others remain on your device until they expire or you delete them from your cache. These are known as persistent cookies and enable us to remember things about you as a returning visitor. To find out more about cookies, including how to see what cookies have been set and how to manage and delete them, visit www.allaboutcookies.org

  
    Prepare, assess, review and update care plans and records
    Care plans/notes/records
  
    Communicate with you, your representatives and other appropriate social or health care professionals about your needs or our concerns
    3 years after the termination of contract or end of care
  
    Arrange care provision at your home to deliver your required service
    Email communications
  
    Make reasonable adjustments to the care delivery, maintain safety and to personalise the service to meet your needs
    2 years
  
    Set up and manage payment arrangements for the care and support services you receive in accordance with our terms and conditions
    6 years* from the end of the corresponding financial year
Direct debit forms are retained indefinitely against indemnity claims
  
    Record and manage complaints, compliments, or concerns about the service we provide
    10 years from closure of the case
  
    Record details of accidents, incidents or near misses which occurs to you our employees
    Accidents – 3 years
Minor incidents – 10 years
Serious incidents – 20 years
  
    Perform contractual and compliance procedures with other care providers and public bodies involved in your care delivery
    -
  
    Send you information or offer on similar or relevant services following a request or enquiry which you can opt out from at any time
    -
  
    Notify you about changes to terms and conditions, tariffs, service delivery or interruptions which are relevant to you as part of our terms and conditions
    -
  
    Record telephone calls to and from the company telephony system only. This is for training and quality assurance purposes and to resolve potential disputes
    10 months
  
    Conduct market research to review our service and improve our customer experience through feedback/review requests. Please note that this feedback can also be given anonymously
    1 year
  
    We may send you news or email communication from time to time about our products and services.	
    n/a
  
    We will get consent for the following: With your explicit consent, we may also post images and content about you to promote Sylvian Care social media platforms, events, print and digital publications
    3 years with options to review and extend with further consent

Your data protection rights

Under data protection law, you have rights including:
Your right of access – You have the right to ask us for copies of your personal information.
Your right to rectification – You have the right to ask us to rectify personal information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.
Your right to erasure – You have the right to ask us to erase your personal information in certain circumstances.
Your right to restriction of processing – You have the right to ask us to restrict the processing of your personal information in certain circumstances.
Your right to object to processing – You have the right to object to the processing of your personal information in certain circumstances.
Your right to data portability – You have the right to ask that we transfer the personal information you gave us to another organisation, or to you, in certain circumstances.
You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you.
Please contact us at admin@sylviancare.co.uk if you wish to make a request.

How to complain

If you have any concerns about our use of your personal information, you can make a complaint to us via

Email – admin@sylviancare.co.uk
Post: Regus, Unit 220, Wharfedale Road, Wokingham, RG41 5TP
Phone: (+44) 01183 273 232

You can also complain to the ICO if you are unhappy with how we have used your data.

The ICO’s address:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline number: 0303 123 1113
ICO website: https://www.ico.org.uk

Changes to this privacy promise

This privacy notice was first published on 17 of October 2020, and last updated on 21 September 2022.

We may change this privacy promise and update our website from time to time.