How we look after your information.

We collect very little, and only what has a clear job to do:

• When you enquire through our contact form, by phone or by email: your name, email address, phone number if you give one, your message, and any preferences you choose, such as which pathway you are asking about, how soon support is needed and whether you would like us to call you back.
• When you browse: anonymous usage statistics, described in the statistics section below. These do not identify you.
• When our team signs in to edit the site: a name, email address and encrypted password for each staff editor. This never applies to visitors.

We do not buy information about you, and we never sell information to anyone.

Enquiries to a care provider often mention health: an operation, a diagnosis, how someone is managing at home. Data protection law treats health information as special category data and gives it extra protection, and so do we.

Anything of this kind that you include in an enquiry is used only to understand the situation, respond well, and judge honestly whether Pembroke is the right setting. It is never used for marketing. If an enquiry goes on to become an assessment and a stay, the health information involved becomes part of the care records our regulated service is required to keep.

You are always welcome to leave health details out of a written enquiry and tell us by phone instead.

UK data protection law requires a lawful basis for each use. Ours are:

• Answering your enquiry and arranging an assessment. This is done at your request as a step towards a possible care agreement, and under our legitimate interest in responding to the people who contact us.
• Health details in your enquiry. We rely on your explicit consent when you choose to include them, and, once care is being arranged, on the provision of health and social care.
• Anonymous website statistics. Our legitimate interest in understanding how the site is used, designed so that it does not identify anyone. The optional returning-visitor flag is kept only with your consent.
• Meeting legal obligations, including those of a CQC-registered provider.

We do not send marketing emails, we do not profile you, and no decisions about you are made by automated means.

We measure the site ourselves rather than handing your visit to an analytics company. There are no third-party analytics scripts, no advertising pixels and no cross-site tracking of any kind.

For each page view, our own server records:

• the page seen, the site that referred you, and any campaign tags in the address
• device type, browser and operating system, taken from the browser’s user-agent string
• country and town, estimated from the request by our hosting provider
• preferred language, timezone and screen size

To count unique visitors without identifying anyone, the server keeps a short code made by scrambling the day’s date, your IP address and your browser details together with a secret. Your IP address itself is never stored, the code cannot be reversed, and it changes every day, so visits cannot be linked together from one day to the next.

The one optional extra is a yes/no flag kept in your browser, with your permission, so the statistics can tell returning visitors from new ones. The cookie policy explains it, and you can change your mind there at any time.

Nobody, except the few organisations that help us run the website and, where care is being arranged, the professionals properly involved:

• Vercel hosts the website and serves its pages.
• Tursohosts the site’s database, in the European Union, where enquiries and statistics are stored.
• Vercel’s image storageholds the site’s photographs. It holds no personal information about visitors.
• Professionals involved in arranging care, such as a hospital discharge team or social worker, and only ever with your knowledge as part of arranging that care.
• Regulators and authorities where the law requires it.

Our service providers act on our instructions under written agreements. None of them may use your information for their own purposes.

Enquiries and statistics are stored on servers in the European Union, which UK law treats as providing adequate protection. Some of our providers are US companies, and limited technical data may be processed outside the UK when they operate the service. Where that happens it is protected by safeguards approved under UK law, such as the UK’s International Data Transfer Agreement or addendum to the EU standard contractual clauses.

• Enquiries are kept while we are helping you and for up to two years after our last contact, in case you come back to us, and are then deleted. If an enquiry leads to a stay, the relevant information becomes part of care records, which have their own required retention periods.
• Website statistics are kept for the long term because they contain no lasting identifiers: once the day has passed, a visit cannot be connected to any person or device.
• Staff editor accounts are kept while the person works on the site and removed when they no longer do.

UK data protection law gives you the right to:

• ask for a copy of the information we hold about you
• have inaccurate information corrected
• ask us to delete information, or to restrict or object to how we use it
• receive information you gave us in a portable form
• withdraw consent at any time, where consent is what we rely on

To use any of these rights, contact us at enquiries@pembrokecare.com. We may need to confirm your identity, and we will respond within one month. None of these rights costs anything to use.

If anything here concerns you, please raise it with us first and give us the chance to put it right. You also have the right to complain to the UK’s data protection regulator, the Information Commissioner’s Office: online at ico.org.uk, by phone on 0303 123 1113, or by post to Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.

This website is intended for adults arranging care. We do not knowingly collect information from children.

If we change this policy we will publish the new version here with a new date at the top. This version was published on 28 July 2026.