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Privacy Policy

The Care Advice Line is committed to protecting and respecting your privacy.

This policy explains when and why we collect personal information about you. It also explains how your information is used, when and how we disclose it with others, and how we keep it safe and secure. It also explains your rights and choices in relation to your information.

If you have any questions regarding this policy and our privacy practices, you can contact us via email at, or in writing to The Care Advice Line, 9 Riverside, Waters Meeting Road, Bolton, BL1 8TU.

Who's responsible for keeping your personal information safe

The Care Advice Line is responsible for keeping your personal information safe and making sure we comply with data protection laws.

We only ask for the information we need. We always let you decide what you're comfortable telling us, explain why we need it and treat it as confidential.

When we record and use your personal information we:

•only access it when we have a good reason
•only share what is necessary and relevant
•don't sell it to anyone
•we handle and store your personal information in line with the law.

Your personal data – what is it?

Personal data relates to information about a living individual who can be identified from that data. Identification can be by the information alone or in conjunction with any other information in the data controller's possession, or likely to come into such possession. From 25 May 2018, the processing of personal data is governed by the General Data Protection Regulation (GDPR).

What information we ask for

We'll only ask for information that's relevant to your problem. Depending on what you want help with, this might include:

The personal information we collect, store and use might include:

•your name and contact details (including postal address, email address and telephone number) - so we can contact you should you need further help and advice.
•your date of birth
•details about your query - so we can provide the most accurate information and guidance
•any other personal information shared with us.

If you don't want to give us certain information, you don't have to. For example, if you want to stay anonymous we'll only record information about your query and make sure you're not identified. All advisers and staff accessing data have had data protection training to make sure your information is handled sensitively and securely.

How do we process your personal data?

The Care Advice Line complies with its obligations under relevant legislation. This means we keep personal data up to date; by storing and destroying it securely. We don't collect or retain excessive amounts of data; we protect personal data from loss, misuse, unauthorised access and disclosure, whilst ensuring that appropriate technical measures are in place to protect personal data.

How long is your information kept for?

We keep your information for no longer than is necessary for the purposes it was collected for, The length of time we retain your personal information for is determined by operational and legal considerations. For example, we are legally required to hold some types of information to fulfil our statutory and regulatory obligations (e.g. health/safety)
We review our retention periods on a regular basis.

Storing your information - if you contact us online or by phone

Whether you get advice over the phone, by email, or via online contact form, our adviser will log all your information, correspondence, and notes about your problem into our secure case management systems. Some of your information might also be kept within our secure email and IT systems.

What is the legal basis used by The Care Advice Line for processing your personal data?

• For the provision of services, The Care Advice Line uses legitimate Interest.
• Where a service is provided by The Care Advice Line and sensitive data is required, this is done under Article 9 of the General Data Protection regulations and there is no disclosure to a third party without prior consent.


When we share your information

The Care Advice Line will only share your information with your permission. If for example, you need financial advice, we will only share your information with accredited organisations so we can help solve your problem. This will allow the organisation to get in touch and provide the most accurate advice and guidance based upon your specific query.
Organisations we share your data with must store and use your data in line with data protection law.

Contact us about your information


You can contact us at any time and ask us:
•what information we've stored about you
•to change or update your details

If you want us to delete the information we hold about you

You can ask us to delete the information we hold about you - this is called your 'right to erasure' under the General Data Protection Regulations. You'll need to give us your contact details and how you accessed our service so we can find all your information.

Changes to this policy

Any changes we may make to this policy in the future will be posted on this website so please check this page occasionally to ensure that you're happy with any changes. If we make any significant changes we'll make this clear on this website.

Review of this Policy

We keep this policy under regular review. This policy was last updated in March 2024.

Councils who fund this service may require us to share your data with them to assist with any audits, issues or complaints.

All data is held in accordance with our Data Protection Policy and in accordance with the Data Protection Act 2018

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