Privacy Policy

1. Who We Are

This website is operated by Oasis Care-UK Limited (company number 10329068), a private limited company registered in England and Wales, trading as Caremark Harlow & Epping Forest. We are a franchisee of Caremark (UK) Ltd, providing homecare services across the Harlow and Epping Forest area of Essex.

Oasis Care-UK Limited is the data controller responsible for your personal data under UK GDPR.

• Registered office: 27 North Avenue, Chelmsford, United Kingdom, CM1 2AN
• Trading address: Office 2–3, No 8, Circle Line House, East Road, Harlow, Essex CM20 2BJ
• Company number: 10329068
• Trading name: Caremark Harlow & Epping Forest

This policy sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us. Please read the following carefully to understand our practices regarding your personal data.

2. Information We Collect

We may collect and process the following personal data about you:

• Identity data: your name, date of birth, and relationship to the person requiring care.
• Contact data: your postal address, email address, and telephone numbers.
• Health data: information about the health, medical conditions, and care needs of the person requiring care (treated as special category data under UK GDPR).
• Financial data: billing and payment information where applicable.
• Communications data: records of correspondence when you contact us by phone, email, or our website contact form.
• Usage data: technical information about your visit to our website, including your IP address, browser type, and pages visited (collected via cookies).

3. How We Use Your Information

We use your personal data for the following purposes:

• To assess and arrange the delivery of homecare services.
• To communicate with you about your care package, appointments, and any changes to our services.
• To respond to enquiries submitted via our contact form, telephone, email, or WhatsApp.
• To comply with our legal and regulatory obligations as a registered care provider.
• To improve our website and services based on how visitors use them.
• To send you information about our services where you have given us consent to do so.

4. Legal Basis for Processing

We process your personal data on the following legal bases under UK GDPR:

• Contract: processing is necessary to provide or arrange care services you or your loved one has requested.
• Legal obligation: processing is necessary to comply with our obligations as a regulated care provider.
• Legitimate interests: processing is necessary for our legitimate interests in operating and improving our business, provided those interests are not overridden by your rights.
• Consent: where you have given us explicit consent, for example to send marketing communications or to process special category health data where no other basis applies.

5. Who We Share Your Information With

We do not sell or rent your personal data to third parties. We may share your data with:

• Caremark (UK) Ltd, our franchisor, for operational and compliance purposes.
• Healthcare professionals and statutory bodies (such as the NHS, local authority, or CQC) where required to deliver or regulate your care.
• IT service providers who support our website and care management systems, under appropriate data processing agreements.
• Legal or regulatory authorities where required by law.

6. Data Retention

We retain personal data only for as long as is necessary for the purposes for which it was collected, or as required by law. Care records are generally retained for a minimum of 8 years following the end of a care package, or longer where required by applicable regulations. Website enquiry data is retained for up to 2 years.

7. Your Rights

Under UK GDPR, you have the following rights regarding your personal data:

• Access: the right to request a copy of the personal data we hold about you.
• Rectification: the right to ask us to correct inaccurate or incomplete data.
• Erasure: the right to request deletion of your data where there is no longer a lawful reason to retain it.
• Restriction: the right to ask us to restrict how we process your data in certain circumstances.
• Portability: the right to receive your data in a structured, machine-readable format.
• Objection: the right to object to processing based on legitimate interests or for direct marketing.
• Withdraw consent: where we rely on consent, you may withdraw it at any time without affecting the lawfulness of prior processing.

To exercise any of these rights, please contact us using the details in Section 9. We will respond within one month.

8. Cookies

Our website uses cookies to distinguish you from other users and to improve your experience. Cookies are small text files placed on your device. We use:

• Strictly necessary cookies: essential for the website to function and cannot be disabled.
• Analytics cookies: help us understand how visitors interact with the site (e.g. Google Analytics). These are only set with your consent.

You can control cookies through your browser settings at any time. Blocking certain cookies may affect your experience on our site.

9. Contact Us & Complaints

If you have any questions about this privacy policy or how we handle your data, please contact us:

• Email: HarlowAndEpping@caremark.co.uk
• Phone: 01279 210123
• Post: Oasis Care-UK Limited (trading as Caremark Harlow & Epping Forest), Office 2–3, No 8, Circle Line House, East Road, Harlow, Essex CM20 2BJ

If you are not satisfied with our response, you have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk or by calling 0303 123 1113.