Grace & Harmony

Privacy Policy

Last updated: 12 August 2026

Grace & Harmony Palliative & Live-In Care Ltd respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, store and share personal information when you visit our website, contact us or enquire about our services.

1. Who we are

Grace & Harmony Palliative & Live-In Care Ltd is the controller responsible for the personal information described in this policy.

Registered company name: Grace & Harmony Palliative & Live-In Care Ltd
Company number: 17323812
Registered office: 1 Riverside, Dolphin Street, Colyton, EX24 6LU
Telephone: 01297 441854
Email: care@graceandharmonycare.co.uk
Website: www.graceandharmonycare.co.uk

2. The information we collect

Depending on how you interact with us, we may collect:

  • Your name, telephone number, email address and postal address.
  • Information submitted through our contact form, by email or during telephone conversations.
  • Information about the type of care or support being considered.
  • Information about your preferences, circumstances and proposed care arrangements.
  • Health or care information that you, a family member or an authorised representative chooses to provide.
  • Correspondence and records of our communications with you.
  • Technical information, such as your IP address, browser, device type and website security logs.
  • Information collected through cookies or similar technologies where these are enabled.

Please only provide personal information that is relevant to your enquiry.

3. Information about another person

If you contact us on behalf of another person, we may collect information about both you and the person who may require care.

You should have their permission or another appropriate authority to provide their information wherever possible. Please also make them aware of this Privacy Policy.

We recognise that this may not always be possible, particularly where someone is unwell or where support is needed urgently. We will handle any information received carefully and assess the appropriate basis for using it.

4. How we use personal information

We may use personal information to:

  • Respond to enquiries and requests for information.
  • Understand the care or support being considered.
  • Arrange introductory conversations, consultations or assessments.
  • Take steps towards providing services at your request.
  • Communicate with clients, families, representatives and relevant professionals.
  • Develop and manage appropriate care arrangements.
  • Coordinate with healthcare, social-care or equipment professionals where appropriate.
  • Operate, maintain and protect our website and communication systems.
  • Maintain appropriate business, safeguarding and compliance records.
  • Meet our legal, regulatory and professional responsibilities.
  • Establish, exercise or defend legal claims.
  • Improve our services and the experience of people contacting us.

We do not sell personal information.

5. Our lawful bases

Under UK data-protection law, we must have a lawful basis for using personal information. Depending on the circumstances, we may rely on:

  • Steps before entering into a contract or performance of a contract: where you ask us to consider, arrange or provide services.
  • Legitimate interests: where using the information is reasonably necessary to respond to enquiries, operate our business, protect our website or improve our services, provided that your rights do not override those interests.
  • Legal obligation: where we must process information to meet a legal or regulatory responsibility.
  • Consent: where you have given us a clear choice and agreed to a particular use of your information.
  • Vital interests: in rare circumstances where processing is necessary to protect someone’s life.

6. Health and care information

Information concerning a person’s physical or mental health is treated as special-category information and receives additional protection.

Where health or care information is voluntarily included in an initial enquiry, we will use it only where it is necessary to understand and respond to that enquiry. Where required, we will rely upon your explicit consent.

Where we are arranging or providing health or social-care support, another appropriate legal condition may apply, including processing necessary for the provision or management of health or social care.

You may withdraw consent at any time. Withdrawal does not affect information lawfully processed before consent was withdrawn, and another lawful basis may sometimes permit or require us to retain particular records.

7. Who we may share information with

We only share personal information where it is necessary and appropriate. Recipients may include:

  • Members of the Grace & Harmony team who need the information to respond or provide support.
  • Healthcare and social-care professionals involved in a person’s care, where appropriate.
  • Equipment providers, pharmacies or other relevant service providers where arrangements are being coordinated.
  • Our website-hosting, email, IT, security and technical-support providers.
  • WPForms, which supports our website contact form.
  • Brevo and other providers used to deliver website emails securely.
  • Professional advisers, including accountants, insurers and legal advisers.
  • Regulators, public authorities, safeguarding bodies, emergency services or law-enforcement agencies where disclosure is required or permitted by law.

Our providers are only permitted to use personal information for the agreed purpose and must protect it appropriately.

8. International transfers

Some technology providers may process or store information outside the United Kingdom.

Where this happens, we take reasonable steps to ensure that appropriate protections are in place. These may include UK adequacy regulations, approved contractual safeguards or other mechanisms recognised under UK data-protection law.

9. How long we retain information

We keep personal information only for as long as it is reasonably necessary for the purpose for which it was collected, including legal, regulatory, safeguarding, insurance and accounting requirements.

As a general guide:

  • Routine enquiries may be retained for up to 24 months after our last meaningful communication.
  • Health or care information from an enquiry that does not proceed will normally be retained for no longer than 12 months after the enquiry closes, unless there is a justified reason to keep it longer.
  • Information relating to clients receiving services will be retained in accordance with our care-record retention arrangements and applicable legal or professional requirements.
  • Technical and website-security records are retained according to the relevant system’s retention schedule.

We may retain information for longer where this is necessary to resolve a complaint, respond to a safeguarding concern or establish, exercise or defend a legal claim.

10. How we protect information

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

Access is limited to people and providers who have a genuine business need to use the information. However, no method of sending or storing information online can be guaranteed to be completely secure.

Please do not include extensive medical records or highly sensitive documents in the initial website contact form. We will explain how to provide further information securely if it is needed.

11. Cookies

Our website may use essential cookies required for security and basic functionality.

We will not use non-essential analytics or advertising cookies without obtaining consent where consent is required. Further information should be provided in our separate Cookie Policy or cookie settings.

12. Marketing

We will not add you to a marketing list simply because you have made a care enquiry.

If we introduce optional marketing communications, we will ask for the appropriate permission. You may withdraw that permission or unsubscribe at any time.

13. Automated decisions

We do not make decisions about care enquiries solely through automated processing or profiling. Enquiries are considered by people.

14. Your rights

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

  • Ask for a copy of the personal information we hold about you.
  • Ask us to correct inaccurate or incomplete information.
  • Ask us to erase personal information.
  • Ask us to restrict how information is used.
  • Object to certain uses of your information.
  • Ask for information to be transferred where the right to data portability applies.
  • Withdraw consent where processing is based on consent.
  • Complain about how your information has been handled.

Some rights are subject to legal conditions and exemptions.

To exercise a right, contact us at care@graceandharmonycare.co.uk or write to our registered office. We may need to verify your identity before responding.

15. Complaints

Please contact us first if you have any concern about how we have handled personal information. We will take your concern seriously and try to resolve it.

You also have the right to complain to the Information Commissioner’s Office:

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

Telephone: 0303 123 1113
Website: www.ico.org.uk

16. Changes to this policy

We may update this Privacy Policy when our services, website, providers or legal responsibilities change. The latest version will be published on this page with its updated date.