Privacy Policy

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PRIVACY POLICY – PRIME ELDERCARE

Who We Are

Prime Eldercare Limited (“we,” “our,” “us”) is committed to protecting and respecting your privacy. We operate as an ”introductory platform” that connects families with professional self-employed carers across the UK. We take data protection seriously and ensure that all personal information is handled in accordance with UK GDPR and the Data Protection Act 2018.

For any privacy-related inquiries, our ”Data Protection Officer (DPO)” can be contacted at:

📧 privacy@primeelder.co.uk

Registered Office: 

3rd Floor, 86-90 Paul Street, London,

EC2A 4NE

0333 038 7717

Our Commitment to Protecting Your Personal Data

We only collect and process personal data where necessary to:

  • Match carers with suitable care placements.
  • Ensure safety, quality, and compliance on our platform.
  • Fulfill legal obligations under UK employment and care sector laws.
  • Improve and personalise user experience on the Prime Eldercare platform.
  • Process payments and maintain accurate financial records.
  • Prevent fraud, ensure security, and manage risk effectively.
  • Provide customer support and resolve disputes.

Legal Basis for Processing Your Data

Under ”UK GDPR”, we can only process personal data if we have a ”valid legal basis”. These include:

  • Performance of a Contract: To facilitate matches between carers and families, manage bookings, and process payments.
  • Legal Obligation: To comply with UK care regulations, employment, and tax laws.
  • Legitimate Interest: To improve our services, prevent fraud, and ensure safety.
  • Consent: Where required (e.g., marketing communications).

What Personal Data We Collect

We collect different types of personal data depending on whether you are a ”carer” or ”customer”:

For Self-Employed Carers:

  • Personal Information: Full name, date of birth, contact details.
  • Identification Data: Passport, driving license, right-to-work documents.
  • Background Checks: Enhanced DBS status, reference checks, employment history.
  • Financial Information: Bank details for payments.
  • Skills & Experience: Training, qualifications, languages spoken.
  • Availability & Preferences: Preferred work locations, working hours.
  • Profile Media: Profile picture and introduction video (optional).
  • Placement History & Feedback: Past care placements and customer reviews.
  • Device Information: IP address, browser type, device model (for platform security).
  • Emergency Contact Details: In case of unforeseen events.

For Customers (Care Recipients & Families):

  • Personal Information: Full name, age, contact details.
  • Care Requirements: Medical conditions, mobility status, medication needs.
  • Home Environment Details: Presence of pets, accessibility considerations
  • Payment Information: Card details (processed securely via Stripe or another provider).
  • Communication Logs: Messages with carers and Prime Eldercare support team.

How We Collect Personal Data

We may collect personal data through:

  • Direct interactions: When you sign up, fill out a form, or contact us.
  • Third-party sources: References from previous employers, background screening agencies.
  • Automated tracking: Cookies and analytics when using our website.
  • Customer feedback: Reviews and ratings left by families.

How We Use Your Personal Data

Purpose Legal Basis
Matching carers with customers Performance of a contract
Conducting background checks Legal obligation
Processing payments Performance of a contract
Providing customer support Legitimate interest
Sending service updates Legitimate interest
Improving our platform Legitimate interest
Complying with legal and regulatory requirements Legal obligation
Preventing fraud and ensuring security Legitimate interest
Marketing communications Consent

Sharing Your Personal Data

We take privacy seriously and will only share your data when necessary:

  • With families & carers: To facilitate matching and care arrangements.
  • With payment processors (e.g., Stripe): To securely handle transactions.
  • With regulatory bodies (e.g., HMRC, CQC): To comply with legal requirements.
  • With law enforcement agencies: If required to prevent crime or fraud.
  • With technology providers: For platform hosting, security, and analytics.

We  never sell or rent your personal data to third parties.

How Long We Retain Your Data

We will retain your data only as long as necessary:

  • Active carers/customers: Your data remains on our system while using our platform.
  • Inactive carers/customers: Data is retained for up to 7 years for compliance and tax purposes.
  • Marketing preferences: Stored until you withdraw consent.

After retention periods expire, we will securely delete or anonymise your data.

Your Rights Under UK GDPR

  • Right to Access: Request a copy of your personal data.
  • Right to Rectification: Correct any inaccurate or incomplete data.
  • Right to Erasure: Request deletion of your data (subject to legal obligations).
  • Right to Restriction: Limit how we process your data.
  • Right to Object: Opt out of certain data uses, including marketing.
  • Right to Data Portability: Transfer your data to another provider.
  • Right to Withdraw Consent: Change your preferences anytime.
  • Right to Lodge a Complaint: Contact the UK Information Commissioner’s Office (ICO).

To exercise your rights, contact us at privacy@primeelder.co.uk.

How We Protect Your Data

We implement industry-standard security measures:

  • Encryption & Secure Servers: All data is encrypted in transit and at rest.
  • Two-Factor Authentication (2FA): For carers and customer logins.
  • Regular Security Audits: To identify vulnerabilities
  • Access Controls: Only authorised staff can access sensitive data.

Changes to This Privacy Policy

We may update this Privacy Policy occasionally. Significant changes will be communicated via email or our website.

Last Updated:

26.03.2025

Contact us at:

privacy@primeelder.co.uk, if you have any questions.