AtHome Care Group Ltd Privacy Policy
Last updated: August 2026
1. Introduction
AtHome Care Group Ltd ("AtHome Care", "AtHome", "we", "us" or "our") respects your privacy and is committed to protecting your personal data.
This Privacy Policy explains how we collect, use, store and share personal data when you use our website, Portal or services, register with us as a Carer or Companion, enquire about care, engage with an introduced Carer, or otherwise communicate with us.
It also explains your privacy rights and how UK data protection law protects you.
Our website is not intended for children and we do not knowingly collect personal data relating to children through the website.
2. Who We Are
AtHome Care Group Ltd is the controller responsible for your personal data.
Legal entity: AtHome Care Group Ltd Company number: 13846347 Email: help@athomecaregroup.co.uk Postal address: 2 Stafford Place, Weston-Super-Mare, Somerset, United Kingdom, BS23 2QZ
If you have questions about this Privacy Policy or wish to exercise your data protection rights, please contact us using the details above.
You also have the right to make a complaint to the Information Commissioner's Office ("ICO"), the UK regulator for data protection matters. We would appreciate the opportunity to address your concerns first.
3. Changes to This Policy
We keep this Privacy Policy under review.
This version was last updated in August 2026.
Please tell us if your personal information changes so that the information we hold about you remains accurate and current.
4. Third-Party Links
Our website may contain links to third-party websites, plug-ins or applications.
Those third parties may collect or share information about you. We do not control third-party websites and are not responsible for their privacy policies.
We encourage you to read the privacy policy of any third-party website or service you use.
5. Personal Data We May Collect
Personal data means information from which an individual can be identified. It does not include information that has been anonymised so that an individual can no longer be identified.
Depending upon your relationship with AtHome Care, we may collect the following categories of information.
Identity Data
This may include:
name;
address;
personal description;
identification information;
information supplied when registering with us;
information supplied through forms, the Portal, telephone, email or other correspondence;
details relating to Clients, Carers, Companions and Care Recipients;
family member information where relevant;
details of medical professionals where relevant; and
identity or verification information.
We may use Yoti for identity or background-check purposes where applicable.
Contact Data
This may include:
postal or billing address;
email address;
telephone numbers; and
social-media contact information supplied to us.
Financial Data
This may include bank-account and payment-card information where required in connection with payments.
Transaction Data
This may include details of payments to or from you and information relating to services purchased or provided.
Technical Data
This may include:
IP address;
login information;
browser type and version;
time-zone information;
operating system;
device information; and
other technical information relating to your use of our website or Portal.
Usage Data
This may include information about how you use our website or Portal, including:
pages visited;
Carer, Companion or Client profiles or information viewed;
searches;
dates and times of visits;
page-response times;
length of visits;
page interactions; and
navigation through our website.
Marketing and Communications Data
This includes your preferences concerning marketing communications and how you prefer us to communicate with you.
Special Category Data
Where relevant to the services being requested or provided, we may process sensitive personal information including:
health and medical information;
physical or mental disability information;
racial or ethnic information;
religious or philosophical beliefs;
sexual orientation;
dietary information;
genetic or biometric information where applicable; and
information concerning criminal convictions or offences where relevant to Carer or Companion checks.
Information relating to criminal convictions and offences is dealt with in accordance with applicable data protection requirements.
6. Aggregated and Anonymised Data
We may use aggregated or anonymised information for statistical, analytical or research purposes.
Where information has been genuinely anonymised so that an individual can no longer be identified, it is not personal data.
If anonymised or aggregated information is combined with other information so that an individual can again be identified, we will treat the combined information as personal data.
7. How We Collect Personal Data
Directly From You
You may give us personal data when you:
enquire about our services;
register as a Client, Carer or Companion;
submit a care requirement;
create or update a profile;
communicate with us by telephone, email, post or through the Portal;
provide documentation;
enter into an arrangement following an Introduction;
subscribe to communications;
complete a survey;
leave feedback or a review; or
otherwise contact us.
Through Our Website and Technology
When you use our website or Portal we may automatically collect Technical and Usage Data through cookies, server logs and similar technologies.
Please refer to our Cookie Policy for further information.
Third Parties and Public Sources
We may receive relevant information from third parties and publicly available sources.
These may include:
identity and verification providers;
technical and IT providers;
payment providers;
analytics providers;
advertising and marketing platforms;
publicly available databases;
Companies House;
the Electoral Register where lawfully used; and
other sources which we may lawfully use in connection with our services.
8. How We Use Your Personal Data
We will only use personal data where we have a lawful basis for doing so.
The principal lawful bases relied upon by AtHome Care are:
Performance of a Contract
Where processing is necessary to enter into or perform a contract with you.
Legitimate Interests
Where processing is necessary for our legitimate business interests or those of a third party, provided your interests and fundamental rights do not override those interests.
Legal Obligation
Where processing is necessary to comply with a legal obligation.
Consent
Where consent is the appropriate lawful basis, including where required for particular marketing activities or certain Special Category Data.
Where we rely upon consent, you may withdraw that consent at any time.
Withdrawal of consent does not affect the lawfulness of processing carried out before consent was withdrawn.
9. Purposes for Which We Use Personal Data
Registration and Introductions
To:
register Clients, Carers and Companions;
create and maintain profiles;
understand care requirements;
identify potentially suitable Carers or Companions;
facilitate Introductions;
enable Clients and Carers to communicate;
support arrangements following an Introduction; and
administer our Portal.
The principal lawful bases are performance of a contract and our legitimate interests in providing and administering our introduction service.
Payments and Administration
To:
administer fees and charges;
facilitate payments where our systems are used for that purpose;
maintain transaction records; and
collect amounts owed to AtHome Care.
The principal lawful bases are performance of a contract, legitimate interests and legal obligations.
Managing Our Relationship With You
To:
communicate with you;
update our records;
notify you about changes to our services, Terms or Privacy Policy;
manage queries and complaints;
request feedback; and
administer our relationship with you.
The principal lawful bases are performance of a contract, legal obligation and legitimate interests.
Running and Protecting Our Business
We may process Identity, Contact, Technical and Usage Data to:
administer our website and Portal;
troubleshoot problems;
maintain IT systems;
provide support;
protect network and information security;
prevent fraud;
analyse use of our services; and
maintain appropriate business records.
The principal lawful bases are legitimate interests and legal obligation.
Improving Our Services
We may use Technical, Usage and other relevant information to:
understand how our services are used;
improve our website and Portal;
improve our services;
develop our business; and
understand the effectiveness of our communications and marketing.
The principal lawful basis is our legitimate interests.
Legal Claims and Regulatory Requirements
We may process and retain information where necessary to:
establish, exercise or defend legal claims;
assist with crime detection;
comply with tax obligations;
comply with regulatory requirements; or
respond to lawful requests from authorities.
10. Carer and Companion Data
We use Carer and Companion information principally for:
registration;
introduction activities;
assessing and maintaining profile information;
identifying potentially suitable Engagements;
communicating relevant opportunities;
administration;
equal-opportunity monitoring where applicable;
marketing where permitted; and
establishing, exercising or defending legal claims.
Where you have registered with us or previously sought Engagements through AtHome Care, we may contact you about relevant care opportunities or services where we have an appropriate lawful basis for doing so.
You may opt out of marketing communications at any time.
We may display promotional information or a success story concerning you only where we have obtained the appropriate permission.
11. Client Data
We use Client information principally to:
understand the Client or Care Recipient's requirements;
provide our introduction service;
identify and introduce potentially suitable Carers or Companions;
communicate with the Client;
administer our relationship;
administer payments and fees where applicable;
provide relevant information about our services;
market our services where permitted; and
establish, exercise or defend legal claims.
A Client may opt out of marketing communications at any time.
12. Special Category Data
Because AtHome Care operates in the care sector, information concerning health, disability or care requirements may sometimes be necessary to understand a Care Recipient's needs and identify potentially suitable Carers.
Carers may also provide sensitive information in connection with registration, background checking or equal-opportunity monitoring.
Where we collect and use Special Category Data, we will do so only where an appropriate legal condition applies and in accordance with applicable data protection law.
Where we rely upon explicit consent, we will ask you clearly for that consent.
We take additional precautions when processing sensitive information, including restricting access and applying appropriate technical and organisational security measures.
Where processing is likely to result in a high risk to individuals, we will conduct a Data Protection Impact Assessment where required.
13. Marketing
We may send relevant information about our services or opportunities where permitted by law.
You can ask us to stop sending marketing communications at any time by:
using the unsubscribe link contained in a marketing email; or
contacting help@athomecaregroup.co.uk .
Opting out of marketing does not prevent us from sending service communications necessary to administer your account, registration, Engagement or relationship with AtHome Care.
We will obtain express opt-in consent before sharing your personal data with a third party for that third party's own marketing purposes where required.
14. Change of Purpose
We will normally use your personal data only for the purposes for which it was collected.
If we reasonably need to use it for another compatible purpose, we may do so in accordance with data protection law.
If we need to use personal data for an unrelated purpose, we will notify you where required and explain the lawful basis for doing so.
We may process personal data without your consent where this is required or permitted by law.
15. Sharing Personal Data
We may share personal data where necessary with appropriate third parties including:
technology and IT service providers;
payment providers;
identity and verification providers;
Carers, Companions or Clients where necessary to facilitate an Introduction;
professional advisers including lawyers, accountants, auditors, bankers and insurers;
HM Revenue & Customs;
regulators and public authorities;
service providers including Yoti and Wolf; and
a purchaser or successor in connection with a sale, transfer, merger or restructuring of our business.
We require service providers processing personal data on our behalf to protect that information and to process it only for authorised purposes and in accordance with applicable law and our instructions.
Personal information concerning a Client or Care Recipient will only be shared with a Carer or other relevant party where there is a lawful basis for doing so and where the information is relevant to the Introduction or Engagement.
16. International Transfers
Some organisations that process personal data on our behalf may operate outside the United Kingdom.
Where personal data is transferred outside the UK, we will take appropriate steps required under UK data protection law to protect that information.
This may include relying upon an adequacy decision or appropriate contractual safeguards.
You may contact us for further information about safeguards applying to international transfers of your personal data.
17. Data Security
We use appropriate technical and organisational security measures designed to prevent personal data from being:
accidentally lost;
used or accessed without authority;
altered improperly; or
unlawfully disclosed.
Access to personal data is restricted to people and service providers who have a legitimate need to access it.
Those processing personal data on our behalf are required to maintain appropriate confidentiality and security.
We have procedures for dealing with suspected personal-data breaches and will notify affected individuals and the appropriate regulator where required by law.
No internet transmission can be guaranteed to be completely secure.
18. Data Retention
We retain personal data only for as long as reasonably necessary for the purpose for which it was collected, including satisfying legal, regulatory, tax, accounting and reporting requirements.
We may retain information for longer where there is a complaint, dispute, legal claim or reasonable prospect of litigation.
When determining appropriate retention periods we consider:
the amount and nature of the information;
its sensitivity;
the risks associated with unauthorised use or disclosure;
why the information is required;
whether the purpose can be achieved by other means; and
applicable legal and regulatory requirements.
Where information is no longer required, we may securely delete it or anonymise it.
Genuinely anonymised information may be retained for statistical or research purposes.
19. Your Data Protection Rights
Depending upon the circumstances, UK data protection law gives you rights including the right to:
request access to personal data we hold about you;
request correction of inaccurate or incomplete personal data;
request erasure of personal data in applicable circumstances;
object to processing, including direct marketing;
request restriction of processing in applicable circumstances;
request transfer of certain personal data in a structured, commonly used, machine-readable format; and
withdraw consent where processing is based upon consent.
These rights are subject to the conditions and exemptions contained in data protection law.
To exercise a right, contact help@athomecaregroup.co.uk .
20. Fees for Data Protection Requests
You will normally not have to pay a fee to exercise your data protection rights.
Where a request is manifestly unfounded or excessive, we may charge a reasonable fee or refuse to act where permitted by law.
21. Confirming Your Identity
We may ask for information reasonably necessary to verify your identity before responding to a data protection request.
This helps ensure that personal data is not disclosed to somebody who is not entitled to receive it.
We may also ask for additional information to clarify the scope of a request.
22. Response Times
We aim to respond to valid data protection requests within one month.
Where a request is particularly complex or a number of requests have been made, the period may be extended where permitted by law. If this occurs, we will inform you.
23. Lawful Basis Definitions
Consent
Consent means a freely given, specific, informed and unambiguous indication that you agree to the processing of your personal data for a specified purpose.
Legitimate Interests
Legitimate interests means the legitimate interests of AtHome Care or a third party in conducting and managing activities, provided those interests are not overridden by your rights and freedoms.
We consider the potential impact upon individuals before relying upon legitimate interests.
Performance of a Contract
This means processing which is necessary to perform a contract with you or to take steps at your request before entering into a contract.
Legal Obligation
This means processing which is necessary for AtHome Care to comply with a legal obligation.
24. External Service Providers
External service providers referred to in this Privacy Policy may include:
IT and system-administration providers;
payment providers;
identity and verification providers;
professional advisers;
insurers;
HM Revenue & Customs and regulators where applicable;
Yoti; and
Wolf.
The particular providers used may change from time to time as our systems and services develop.
25. Contact Us
For questions about this Privacy Policy or the way AtHome Care uses personal data, or to exercise a data protection right, contact:
AtHome Care Group Ltd 2 Stafford Place Weston-Super-Mare Somerset United Kingdom BS23 2QZ
Email: help@athomecaregroup.co.uk
