Bonnie Care At Home Ltd
Privacy Policy
Last updated: March 2026
1. Who We Are
Bonnie Care At Home Ltd (“we”, “us”, “our”) is a domiciliary care provider registered in Scotland. We are the data controller for the personal information we collect through our website (bonniecare.co.uk), our care services, and our marketing activities.
Company name: Bonnie Care At Home Ltd
Registered office: STEP, John Player Building, Stirling, Scotland, FK7 7RP
Care Inspectorate registrations: CS2025000456 (Care at Home) and CS2025000455 (Housing Support)
Email: hello@bonniecare.co.uk
Phone: 01786 619859
Website: bonniecare.co.uk
2. What This Policy Covers
This policy explains how we collect, use, store, and share your personal information. It applies to everyone who interacts with us, including people who enquire about our services, clients and their families, visitors to our website, people who engage with our social media or advertising, and anyone who contacts us by phone, email, or in person.
3. Information We Collect
3.1 Information you give us directly
When you enquire about our services, become a client, or contact us, we may collect your name and contact details (phone number, email address, postal address and postcode), information about the person who needs care (their name, age, health conditions, care needs, and living situation), funding information (such as whether you are self-funding or receive Self-Directed Support), and any other information you choose to share with us.
3.2 Information we collect through our website
When you visit bonniecare.co.uk, we may collect technical information such as your IP address, browser type, and device information through cookies and similar technologies. We use Google Analytics to understand how visitors use our site. You can control cookie preferences through the cookie banner on our website.
3.3 Information from lead generation forms
If you download a guide or resource through our social media advertising (for example, on Facebook or Instagram), we collect the information you provide in the form, which typically includes your name, email address, phone number, and postcode. This information is collected through Meta (Facebook) lead forms and transferred to us for follow-up.
3.4 Information from third parties
We may receive information about you from social workers, healthcare professionals, local authority commissioning teams, or other care providers where this is necessary to arrange or deliver care services.
4. How We Use Your Information
We use your personal information for the following purposes:
- Responding to your enquiries and providing information about our services
- Assessing care needs and creating personalised care plans
- Delivering and managing care services
- Communicating with you about your care or the care of your family member
- Processing payments and managing accounts
- Meeting our legal and regulatory obligations (including to the Care Inspectorate, SSSC, and local authorities)
- Safeguarding and protecting vulnerable adults
- Sending you information about our services where you have given consent or where we have a legitimate interest in doing so
- Improving our website, services, and marketing effectiveness
- Recruiting and managing staff
5. Our Legal Basis for Processing Your Information
Under the UK General Data Protection Regulation (UK GDPR), we must have a lawful basis for processing your personal information. The bases we rely on are:
Consent: Where you have given us clear consent to process your personal information for a specific purpose, such as downloading a guide, signing up to receive updates, or opting in to marketing communications.
Contract: Where processing is necessary to fulfil a contract with you, or to take steps at your request before entering into a contract (for example, carrying out a care assessment).
Legal obligation: Where processing is necessary to comply with the law, including our obligations under the Regulation of Care (Scotland) Act 2001, the Adult Support and Protection (Scotland) Act 2007, and other applicable legislation.
Vital interests: Where processing is necessary to protect someone’s life or health, particularly in emergency safeguarding situations.
Legitimate interests: Where processing is necessary for our legitimate business interests (such as following up on enquiries, improving our services, or direct marketing to existing contacts), provided those interests are not overridden by your rights.
5.1 Special category data
Some of the information we process relates to health conditions and care needs. This is special category data under UK GDPR. We process this information on the basis of explicit consent, or where it is necessary for the provision of health or social care, or where it is necessary to protect vital interests.
6. Who We Share Your Information With
We will never sell your personal information to third parties. We may share your information with the following parties where necessary:
- Our care staff who are directly involved in delivering your care
- The Care Inspectorate, SSSC, and other regulatory bodies as required by law
- Local authority social work teams and commissioning teams (for example, in relation to Self-Directed Support arrangements)
- NHS and healthcare professionals involved in your care
- Our technology providers who process data on our behalf (including our care management platform, website hosting, and email services), all of whom are bound by data processing agreements
- Meta (Facebook/Instagram) where you interact with our advertising, in accordance with their own privacy policy
- Professional advisers (accountants, legal advisers, insurers) where necessary
7. How Long We Keep Your Information
We keep your personal information only for as long as necessary for the purposes set out in this policy, or as required by law. Our general retention periods are:
Enquiries that do not proceed to care: We retain your contact details for up to 12 months after your last contact with us, after which they are securely deleted unless you ask us to keep them.
Client care records: We retain care records for a minimum of 3 years after the end of the care service, or longer where required by law or regulatory guidance.
Financial records: We retain financial records for 6 years in accordance with HMRC requirements.
Marketing contacts: We retain your details until you unsubscribe or ask us to remove them.
Website analytics data: Anonymised analytics data is retained in accordance with our Google Analytics settings.
8. How We Protect Your Information
We take the security of your personal information seriously. We use appropriate technical and organisational measures to protect your data, including secure cloud-based systems with access controls, password protection and role-based access for all staff, encryption in transit for data submitted through our website and forms, regular review of who has access to personal information, and staff training on data protection and confidentiality.
No method of transmission over the internet is completely secure. While we take all reasonable steps to protect your information, we cannot guarantee its absolute security.
9. Your Rights
Under UK GDPR, you have the following rights in relation to your personal information:
Right of access: You can ask us for a copy of the personal information we hold about you.
Right to rectification: You can ask us to correct any information that is inaccurate or incomplete.
Right to erasure: You can ask us to delete your personal information in certain circumstances.
Right to restrict processing: You can ask us to limit how we use your information in certain circumstances.
Right to data portability: You can ask us to provide your information in a structured, commonly used, machine-readable format.
Right to object: You can object to our processing of your information where we rely on legitimate interests, and you can object to direct marketing at any time.
Right to withdraw consent: Where we process your information based on consent, you can withdraw that consent at any time.
To exercise any of these rights, please contact us at hello@bonniecare.co.uk or call 01786 619859. We will respond to your request within one month.
10. Cookies
Our website uses cookies to provide you with a good browsing experience and to help us improve our site. We use strictly necessary cookies (required for the website to function), analytics cookies (Google Analytics, to understand how visitors use our site), and preference cookies (to remember your choices such as cookie consent).
You can manage your cookie preferences through the cookie banner displayed when you first visit our website, or by adjusting your browser settings. For more information, please see our cookie banner.
11. Marketing
We may contact you with information about our services where you have consented to receive marketing (for example, by downloading a guide or resource), or where you are an existing contact and we have a legitimate interest in keeping you informed about relevant services.
You can opt out of marketing at any time by clicking the unsubscribe link in any email we send, replying STOP to any text message, contacting us at hello@bonniecare.co.uk, or calling us on 01786 619859.
12. Third-Party Links
Our website may contain links to other websites. We are not responsible for the privacy practices of other sites. We encourage you to read the privacy policy of any website you visit.
13. Children
Our services and website are not directed at children under the age of 18. We do not knowingly collect personal information from children.
14. Changes to This Policy
We may update this privacy policy from time to time. Any changes will be posted on this page with an updated revision date. Where changes are significant, we will make reasonable efforts to notify you.
15. How to Complain
If you have any concerns about how we handle your personal information, please contact us in the first instance at hello@bonniecare.co.uk or on 01786 619859. We will do our best to resolve your concern.
If you are not satisfied with our response, you have the right to complain to the Information Commissioner’s Office (ICO):
Website: ico.org.uk
Phone: 0303 123 1113
Address: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
16. Contact Us
If you have any questions about this privacy policy or how we handle your personal information, please contact us:
Email: hello@bonniecare.co.uk
Phone: 01786 619859
Website: bonniecare.co.uk