Who we are
Merriton Care Ltd, trading as Merriton, is responsible for how your personal information is collected and used.
This policy explains how we handle information from website visits and care enquiries. If you choose our care, we’ll also explain how we use and protect information collected during assessments and ongoing support.
Address: 24 Willow Lane, Bristol, BS1 4AB, United Kingdom
Email: privacy@merriton.com
Information we collect
We collect information you provide through enquiry forms, emails, telephone calls and conversations with our team. This may include:
Who the care is for and where they live
Who you are enquiring for.
Your questions and the support you are considering.
Details shared during follow-up conversations.
We may also receive information from a relative or representative contacting us on your behalf. Where appropriate, we’ll explain what we have received and involve you in further discussions.
Our hosting provider may process technical information, including your IP address, browser type, pages requested and the time of your visit.
Please leave detailed medical information out of your initial enquiry. When contacting us for someone else, share only what’s relevant and make sure you’re entitled to provide their information.
How we use your information
We use personal information to answer enquiries, discuss available support, arrange conversations or introductory visits, and maintain relevant correspondence. We also use information to protect our website, handle complaints and meet applicable legal obligations.
Our lawful basis depends on the purpose:
Steps towards a contract: To discuss and prepare care arrangements you have requested for yourself.
Legitimate interests: To respond to general enquiries, communicate with representatives, maintain appropriate records and protect our website, while considering your rights and interests.
Legal obligations: To retain or disclose information where necessary to meet an applicable legal requirement.
Consent: Where we specifically ask for your permission. You can withdraw consent by contacting us without affecting earlier lawful processing.
Any necessary processing of health information will be explained separately, including the relevant lawful basis and special category condition.
We do not sell personal information or use enquiry details for unrelated marketing. We do not use automated decision-making or profiling to decide the outcome of care enquiries or determine access to support.
Sharing your information
Where necessary, we may share relevant information with:
Authorised team members handling your enquiry.
Providers supporting our website, email and business systems.
Professional advisers assisting with complaints or legal matters.
Public authorities where disclosure is legally required.
We do not automatically share information with family members. We consider their wishes, the representative’s authority and obligations.
Some technology providers may process information outside the United Kingdom. Where required, we use an applicable adequacy arrangement or appropriate safeguards, such as the UK International Data Transfer Agreement or UK Addendum. Contact us for information about relevant destinations and safeguards.
How long we keep information
We retain information according to its purpose and applicable obligations:
Unsuccessful or closed enquiries: Up to 12 months after our last meaningful contact.
Website security logs: Up to 90 days, unless investigating an incident.
Privacy requests: Up to three years after the request is closed.
Complaints: Up to six years after resolution, where necessary to establish, exercise or defend legal claims.
Information that becomes part of a care arrangement is covered by our separate care privacy information and retention schedule.
Records may be kept longer where required by law or an ongoing dispute. When no longer needed, information is deleted or anonymised.
Keeping information secure
We use appropriate technical and organisational measures to protect personal information against unauthorised access, loss or misuse.
Access is limited to people who need it for work. We use secure accounts, access controls and confidentiality requirements.
Cookies and website technology
Our website does not use advertising cookies or optional analytics tools. Essential hosting and security technologies may support page delivery and protect the website.
Our hosting provider may process technical request logs to keep the website running reliably and securely.
If we introduce optional cookies or similar technologies, we’ll update this information and provide consent controls where required.
Your rights and how to contact us
Depending on the circumstances, you may have the right to:
Access your personal information.
Correct inaccurate or incomplete information.
Request deletion of your information.
Restrict certain uses of your information.
Receive certain information in a portable format.
Withdraw consent where we rely on it.
You may also object to processing based on legitimate interests. You have an absolute right to object to direct marketing.
Some rights are subject to conditions and exemptions. To make a request or raise a concern, contact:
Email: privacy@merriton.com
Address: 24 Willow Lane, Bristol, BS1 4AB, United Kingdom
We may need to verify your identity. We normally respond within one month and will explain if an extension is permitted and needed.
You can also complain to the Information Commissioner’s Office, the UK’s data protection regulator. You do not need to contact us first.
Changes to this policy
We may update this policy when our website, services or information-handling practices change. The date above identifies the latest version. Where appropriate, we’ll bring significant changes to your attention.