Privacy Policy
This privacy policy explains how Ultimate Complex Care Ltd collects, uses and protects personal information about the people we support, their families, professionals we work with, our staff and applicants, and visitors to our website.
Who we are
Ultimate Complex Care Ltd (UCC) is a specialist complex care provider regulated by the Care Quality Commission. Our registered office is at 121 High Street, Worle, Weston-super-Mare, BS22 6HB. For the purposes of UK data protection law, Ultimate Complex Care Ltd is the data controller for the personal information described in this policy.
We are registered with the Information Commissioner’s Office (ICO). ICO registration number: to be confirmed (placeholder).
What personal data we collect
We collect personal information when you contact us with an enquiry, when a referral is made to our service, when we plan and deliver care and support, and when you use our website. This can include your name, contact details, date of birth, next of kin details and information about your circumstances and support needs.
Care records include assessments, support plans, risk assessments, daily notes, medication records and communication with the professionals involved in a person’s care. We only collect the information we need to deliver safe, effective and person-centred support.
Special category data
Much of the information we hold is health and social care information, which is special category data under Article 9 of the UK GDPR. We process this data under the conditions that apply to the provision of health and social care, safeguarding, and, where appropriate, explicit consent.
Special category data is subject to additional safeguards. These include role-based access controls, staff training in confidentiality and data protection, and an appropriate policy document setting out how we protect this information.
Lawful bases for processing
We rely on the following lawful bases under UK GDPR: consent, where you have given us clear permission; contract, where processing is necessary to deliver a care agreement; legal obligation, for example our regulatory duties to the Care Quality Commission; vital interests, to protect life in an emergency; public task, where we support functions carried out in the public interest; and legitimate interests, for the safe day-to-day running of our service.
How we use your data
We use personal information to assess referrals, plan and deliver safe and person-centred care and support, keep people safe, manage and train our workforce, meet our legal and regulatory obligations, improve the quality of our service and respond to enquiries, feedback and complaints.
We do not use personal information for automated decision-making or profiling.
Who we share information with
Where it is necessary and proportionate, we share information with commissioners such as integrated care boards and local authorities, with the health and social care professionals involved in a person’s care, and with our regulator, the Care Quality Commission. We may also share information where the law requires it, for example for safeguarding purposes.
We never sell personal information, and we do not share it with third parties for marketing purposes.
How long we keep your data
We keep personal information only for as long as it is needed. Care records are retained in line with the retention periods set out in the Records Management Code of Practice for Health and Social Care. When information is no longer required, it is disposed of securely and confidentially.
Your rights
Under UK data protection law you have the right to access your personal information, to have inaccurate information rectified, to request erasure, to restrict processing, to data portability, and to object to certain processing. To exercise any of these rights, please contact us using the details below.
If you are unhappy with how we have handled your personal information, you also have the right to raise a complaint with the Information Commissioner’s Office at ico.org.uk.
Security
We take appropriate technical and organisational measures to protect personal information. These include secure systems, encryption where appropriate, role-based access, staff training, and regular review of our data protection policies and procedures.
Cookies
Our website uses cookies. For details of the cookies we use and how to manage them, please see our cookie policy.
Contact us
If you have any questions about this policy, or about how we handle your personal information, please contact us.
Changes to this policy
We review this policy regularly and may update it from time to time. Any changes will be published on this page.
Last updated: July 2026 (placeholder).
