Privacy Policy

1. Introduction

This policy explains how Real Care Agency Ltd (“we”, “us”, “our”) collects, uses, protects, and shares personal data. We are committed to handling personal data lawfully and transparently under:

  • the UK General Data Protection Regulation (UK GDPR),

  • the Data Protection Act 2018, and

  • the Data (Use and Access) Act 2025.

2. Who We Are

Real Care Agency Ltd
Registered Office: Jacobean House, 1A Glebe Street, Suite 20-22, The Village, East Kilbride, South Lanarkshire, G74 4LY.
Company Number: SC250259.

Email: dataprotection@realcareagencyco.uk
Phone: 01355 590033

Our Data Protection contact is responsible for privacy queries.

When we refer to our website, we mean realcareagency.co.uk.

3. What Personal Data We Collect

We collect personal data to provide quality homecare services and meet our legal obligations. This includes:

a. Identity & Contact Data

  • Name, date of birth, address, email, phone numbers.

b. Service & Health-Related Data

  • Care needs, health conditions, mobility, medications, risk assessments, support plans.

c. Financial & Transaction Data

  • Payment details, billing, service history.

d. Technical & Usage Data

  • IP address, browser type, device information (e.g., when using our website).

e. Communications & Preferences

  • Messages, care instructions, marketing preferences.

This means we do handle special category personal data (e.g., health information) as a core part of homecare service delivery.

4. How We Collect Personal Data

We collect data:

  • Directly from you or your authorised representative in person, by phone, email, or forms.

  • Through care assessments and care delivery records.

  • From third parties such as healthcare professionals, local authorities, or payment processors.

5. Lawful Bases for Processing

We only process personal data where we have a lawful basis:

Purpose

Lawful Basis

Providing care and support services

Contract performance

Health and care record keeping

Health and social care processing

Legal compliance and regulatory reporting

Legal obligation

System improvement, quality assurance

Legitimate interests

Marketing communications

Consent or legitimate interests

Under the Data (Use and Access) Act 2025, certain processing activities are clarified for legitimate interests and research purposes where appropriate safeguards are in place.

6. Who We Share Data With

We may share personal data with:

  • Care software and IT providers

  • Payment service providers

  • Healthcare professionals and local authorities

  • Regulators and inspectors

  • Professional advisers

All third parties must protect data and process it only for agreed purposes.

7. International Transfers

We generally keep data in the UK. If data is transferred outside the UK, we ensure appropriate safeguards and that protection levels are not materially lower than UK standards (as clarified by the Data (Use and Access) Act 2025).

8. Data Security

We implement technical and organisational measures to keep data secure and limit access only to those who need it. We also have procedures to detect, report, and investigate personal data breaches as required by law.

9. Data Retention

We only retain personal data for as long as necessary to provide services, meet legal obligations, and resolve complaints or disputes. Health and care records are retained in line with relevant care sector standards.

10. Marketing

We may send you information about services where permitted by law. You can opt out at any time via contact details or unsubscribe links.

We do not sell personal data or share it with third parties for their own marketing without explicit consent.

11. Your Rights

You have the right to:

  • Access the data we hold about you

  • Ask for errors to be corrected

  • Request deletion of data

  • Restrict or object to processing

  • Withdraw consent at any time

  • Request portability of data (where applicable)

Subject Access Requests
Contact dataprotection@realcareagencyco.uk.
We normally respond within one month; extensions may apply for complex cases under UK GDPR and the Data (Use and Access) Act 2025.

12. Complaints

If you are unhappy with how we handle your data, please contact us first.

You also have the right to complain to the Information Commissioner’s Office ico.org.uk