Last updated: 13 July 2026
This Privacy Policy explains how Aidares Care ("we", "us", "our") collects, uses, stores, and protects personal information when you visit www.aidares.com, contact us, refer someone for care, book an online health clinic, receive our services, or otherwise interact with us.
We are a Care Quality Commission (CQC) registered provider of regulated personal care and Treatment of Disease, Disorder or Injury (clinical care) in the home, and we also offer online health clinic appointments. Because we handle health and care-related information, we take data protection seriously and process personal data in line with UK GDPR and the Data Protection Act 2018.
1. Who is responsible for your information?
Aidares Care is the data controller for personal information described in this policy, unless we tell you otherwise (for example, where we process information solely on behalf of a commissioner or partner under a separate arrangement).
Registered address: 35 Aylsham Lane, Romford, RM3 7YL
Telephone: 02080871671
General email: info@aidares.com
Enquiries: enquiry@aidares.com
Complaints: complaints@aidares.com
For privacy questions, contact us using the details above or via our Contact us page.
2. What information this policy covers
This policy applies to personal information we collect through:
- our website, including contact forms, referral forms, newsletter sign-up, and live chat;
- telephone, email, and in-person enquiries;
- care assessments, service delivery, and ongoing communication with clients, families, advocates, and professionals;
- online health clinic bookings and appointments facilitated through our booking platform;
- CQC and regulatory reporting, quality assurance, and complaints handling.
Separate privacy information may be provided when you receive regulated care services, where additional legal and professional obligations apply.
3. Information we may collect
Depending on how you interact with us, we may collect:
- Identity and contact details — name, address, telephone number, email address, and relationship to a client (for example, family member or referrer).
- Enquiry and referral information — details you choose to share about care needs, location, urgency, funding, and preferred contact methods.
- Care and health information — information needed to assess, plan, deliver, and review regulated care, which may include medical history, medications, care plans, risk assessments, clinical notes, and records of visits. This may include special category data.
- Online clinic information — appointment details, reasons for booking, and information submitted during booking or consultation processes.
- Website and technical data — IP address, browser type, device information, pages viewed, and cookie identifiers (see our Cookie Policy).
- Communications — records of emails, calls, messages, and complaints.
- Staff and recruitment data — if you apply to work with us or are engaged as a carer or clinician.
Where information relates to a client, we may receive data from the client, their family, advocates, GPs, hospitals, social workers, commissioners, or other professionals involved in their care.
4. How we use your information
We use personal information to:
- respond to enquiries and provide information about our services;
- assess referrals, suitability, and eligibility for care or clinic appointments;
- deliver, coordinate, and review personal and clinical home care safely;
- manage online health clinic bookings and related administration;
- communicate with clients, families, referrers, and professionals;
- meet CQC, NHS, local authority, and other regulatory requirements;
- handle complaints, safeguarding concerns, and incident reporting;
- manage billing, contracts, and service records where applicable;
- improve our website, services, training, and quality assurance;
- send service-related updates and, where permitted, marketing communications you have opted into.
5. Legal bases for processing
We only process personal data where we have a lawful basis under UK GDPR, which may include:
- Consent — for example, optional marketing, some cookies, or where you have clearly agreed to a specific use.
- Contract — to take steps at your request before entering a care agreement, or to perform our contract with you or a commissioner.
- Legal obligation — including CQC registration requirements, safeguarding duties, and record-keeping obligations.
- Vital interests — in rare emergencies where someone's life or safety is at risk.
- Legitimate interests — for example, responding to enquiries, improving services, or protecting our systems, provided your rights are not overridden.
- Substantial public interest / health and social care — for regulated care activities and safeguarding, where applicable.
Special category data (such as health information) is processed only where a valid condition under UK GDPR applies, including the provision of health or social care, vital interests, or explicit consent where required.
6. Who we share information with
We do not sell your personal information. We may share information only where necessary with:
- clients, families, and authorised representatives, where appropriate to care delivery;
- health and social care professionals involved in a person's care (for example, GPs, district nurses, hospitals, or social workers);
- local authorities, NHS bodies, and commissioners funding care;
- the Care Quality Commission and other regulators or statutory bodies where required by law;
- trusted service providers who support our operations (for example, IT hosting, email, booking systems, or live chat), under appropriate contracts and safeguards;
- professional advisers such as insurers or legal advisers where needed;
- law enforcement or courts where we are legally required to do so.
Some providers may process data outside the UK. Where that occurs, we ensure appropriate safeguards are in place as required by UK data protection law.
7. How long we keep information
We keep personal information only for as long as necessary for the purposes described in this policy, including legal, regulatory, and professional retention requirements. Care records are typically retained in line with applicable health and social care record-keeping standards. Website enquiry data is usually kept for a shorter period unless it relates to an ongoing referral or service relationship.
8. Security
We use appropriate technical and organisational measures to protect personal information against unauthorised access, loss, misuse, or alteration. No method of transmission over the internet is completely secure, but we work to maintain systems and processes appropriate to the sensitivity of the information we handle.
9. Your rights
Under UK data protection law, you may have the right to:
- request access to your personal information;
- ask us to correct inaccurate information;
- request erasure in certain circumstances;
- restrict or object to processing in certain circumstances;
- request data portability where applicable;
- withdraw consent where processing is based on consent (without affecting prior lawful processing).
To exercise your rights, contact us using the details above. We may need to verify your identity and we will respond within applicable legal timeframes.
You also have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk. We encourage you to contact us first so we can try to resolve your concern.
10. Children
Our website and general services are aimed at adults. Where we provide care or receive referrals relating to young people, information is handled in line with safeguarding obligations and applicable law.
11. Third-party websites and tools
Our website may include links to third-party services (for example, online booking, live chat, or the CQC widget). Those providers may collect information under their own privacy policies. We are not responsible for the privacy practices of external websites.
12. Changes to this policy
We may update this Privacy Policy from time to time. The "Last updated" date at the top of this page will change when we do. Significant changes may also be highlighted on our website where appropriate.
