Privacy.
Carefully Handled.

Sorted. provides home and lifestyle support across Eastbourne and surrounding areas.

For the purposes of UK data protection law, Sorted. is the data controller for the personal information described in this policy. This means we decide why and how that information is used.

The personal information we collect will depend on how you contact us and which services you ask us to provide.

We may collect:

• Your name, address, email address and telephone number.
• Your preferred method of communication.
• Details of your enquiry and the services you are interested in.
• Information about your home, routine, preferences and support requirements.
• Appointment, visit and scheduling information.
• Emergency contact details where appropriate.
• Access instructions, alarm information or key-holding records where required for an agreed service.
• Details concerning pets, contractors, household arrangements or property visits.
• Records of correspondence, consultations, service reviews, complaints and feedback.
• Payment and transaction records.
• Information needed for invoicing, accounting and record keeping.
• Website information such as your IP address, browser type, device information and pages visited, where collected through our hosting or website security systems.

We do not normally need to store complete debit or credit card details. Where card payments are available, payment information may be processed securely by the relevant payment provider.

We may collect information directly from you when you:

• Complete a website enquiry form.
• Contact us by telephone, email, WhatsApp or social media.
• Book a consultation or appointment.
• Request a quotation or service plan.
• Complete a client form or service agreement.
• Use one of our services.
• Make a payment.
• Provide feedback or make a complaint.

We may also receive information from a family member, representative, attorney, carer, professional or other person arranging support on your behalf. Where appropriate, we will confirm relevant information directly with you.

Limited technical information may also be collected automatically when you use our website.

We may use personal information to:

• Respond to enquiries and consultation requests.
• Understand your requirements and assess how we can help.
• Prepare quotations, proposals and personalised support plans.
• Provide and manage agreed services.
• Arrange appointments, visits, collections and errands.
• Communicate with you about your service.
• Contact an authorised representative or emergency contact.
• Manage property access, key holding and home visits.
• Process payments and issue invoices.
• Maintain accurate business, financial and service records.
• Manage safeguarding, security, incidents and complaints.
• Improve our services and client experience.
• Protect our clients, workers, business and property.
• Meet legal, insurance, tax and regulatory responsibilities.
• Prevent or investigate fraud, misuse or unlawful activity.

Data protection law requires us to have a lawful reason for using your personal information. The basis we rely on depends on why we are using the information.

Where we rely on legitimate interests, we consider whether using the information is necessary and whether your rights and interests override our business need.

Where we rely on consent, you may withdraw your consent at any time.

In some circumstances, you may choose to tell us limited information about your health, disability, mobility, dietary requirements or other circumstances so we can provide suitable and safe support.

We will only request or use this type of information where it is relevant and necessary. We will identify both an appropriate lawful basis and an additional condition for processing special-category information where required.

Depending on the circumstances, this may include explicit consent, protecting vital interests, establishing or defending legal claims, or another condition permitted by data protection law.

We do not sell your personal information.

Where necessary and appropriate, information may be shared with:

• Workers, assistants or contractors involved in providing your agreed service.
• Your authorised family member, representative, attorney or emergency contact.
• Contractors, tradespeople, delivery providers or other third parties you have asked us to coordinate with.
• Website hosting, email, cloud storage, appointment-booking, accounting or payment providers.
• Professional advisers, accountants, insurers or legal representatives.
• Police, emergency services, safeguarding bodies, regulators, courts or public authorities where disclosure is required or permitted by law.

Where another company processes personal information on our behalf, we expect it to use appropriate security and confidentiality measures and only process information in accordance with our instructions.

Some of the technology providers used to operate our website, email, bookings, cloud storage or business systems may process information outside the United Kingdom.

Where personal information is transferred internationally, we will take reasonable steps to ensure that a lawful transfer mechanism and suitable safeguards are in place. This may include an adequacy decision, recognised contractual protections or another mechanism permitted under data protection law.

We use reasonable organisational and technical measures designed to protect personal information against unauthorised access, loss, disclosure, alteration or misuse.

These measures may include:

• Password-protected accounts and devices.
• Restricted access to client information.
• Secure cloud services and account authentication.
• Confidentiality requirements.
• Secure handling of keys and access information.
• Appropriate disposal or deletion of records.
• Regular review of the information we retain.

No method of electronic storage or communication can be guaranteed to be completely secure. We nevertheless take data security seriously and will respond appropriately if we become aware of a personal-data breach.

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected, including to meet legal, tax, accounting, insurance and dispute-resolution requirements.

These periods are general guidelines. We may retain information for a shorter or longer period where reasonably necessary or legally required.

Depending on the circumstances and the lawful basis being used, you may have the following rights:

To exercise a right, contact us at contact@sortedlife.org.uk .

We may need to request information to confirm your identity before responding. Data-protection rights are not absolute, and an exemption may sometimes apply. We will explain our decision where we cannot fully comply with a request.

Cookies are small text files stored on your device when you visit a website.

Our website may use essential cookies or local browser storage where needed to operate correctly, remember your cookie-banner choice, provide security or support basic functionality.

Essential cookies do not normally require consent. We will not intentionally use optional analytics, advertising or marketing cookies without providing appropriate information and, where legally required, obtaining your consent first.

You can manage or delete cookies through your browser settings. Blocking essential cookies may affect how some website features operate.

We may occasionally send information about Sorted. services, updates or events where you have asked to receive it or where we are otherwise permitted to do so.

You can opt out at any time by:

• Using an unsubscribe option included in a marketing message.
• Emailing contact@sortedlife.org.uk .
• Calling 01323 396610 .

Service messages concerning appointments, payments, security or an active client relationship are not marketing and may still be sent where necessary.

Please contact us first if you have any concern about how your personal information has been handled. We will take your concern seriously and aim to resolve it promptly.

Information Commissioner’s Office

You also have the right to complain to the Information Commissioner’s Office, the United Kingdom’s data-protection regulator.

Telephone: 0303 123 1113

Address:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

You can find further information through the official Information Commissioner’s Office website.

We may update this privacy policy from time to time to reflect changes to our services, systems, suppliers or legal responsibilities.

The latest version will be published on this page and the “last updated” date will be amended. Where a change significantly affects how we use existing client information, we will take reasonable steps to bring it to the attention of those affected.

For questions about this privacy policy, requests concerning your information or data-protection concerns, please contact: