Privacy Policy

Last updated: 6 November 2026

This policy explains how Farway Grange uses personal information when you visit our website, contact us, request a brochure, use our website chat, phone us or ask about working with us.

This notice covers website visitors and enquirers. It is not the privacy notice for residents’ care records. If you or your relative live with us, or are about to move in, we will explain how we handle care records separately during the admissions process.

Who we are

Farway Grange is run by Amrial Care Limited, a company registered in England and Wales (company number 03518689). Our registered office is Ebenezer House, 5a Poole Road, Bournemouth, Dorset, BH2 5QJ. Our care homes are at 23 and 31–33 Howard Road, Queens Park, Bournemouth BH8 9EA.

Amrial Care Limited is the data controller for the information described here. We are registered with the Information Commissioner’s Office (ICO), registration number ZA567849.

Contact for privacy questions: Inga Nedzelskiene, Data Protection Lead, manager@amrial.co.uk, 01202 511399, or by post to Farway Grange, 31–33 Howard Road, Queens Park, Bournemouth BH8 9EA. We have not appointed a formal Data Protection Officer.

What information we collect

When you fill in a form on our website (enquiry, contact or brochure request), we collect your name, email address, phone number, how you heard about us, the type of enquiry, and anything you write in your message.

When you use our website chat (Lottie Eliza), we collect your messages and any contact details you give, plus technical information such as your IP address and the page you were on.

When you phone us, we collect the number you call from and what you tell us, so we can help with your enquiry. We do not currently record calls, and we do not use a third-party call-tracking service on the website.

When you ask about working for us, we collect the details you send us, which may include your CV and employment history.

When you browse our website, we (and our service providers) collect technical information such as your IP address, browser, device, pages visited and how you arrived. Some of this is collected with cookies. See our Cookie Policy.

Health information: families sometimes tell us about a loved one’s health or care needs when they first get in touch. This is a special category of personal data. Please share only what you’re comfortable with at this stage. We’ll collect fuller information during a care needs assessment.

How we use your information and our lawful basis

Purpose	Lawful basis (UK GDPR)
Replying to your enquiry, sending the brochure, arranging visits and assessments	Steps at your request before entering into a contract (Art. 6(1)(b)); legitimate interests in responding to enquiries (Art. 6(1)(f))
Health details you choose to share in an enquiry	Explicit consent (Art. 9(2)(a)), or provision of health or social care (Art. 9(2)(h)) once an assessment begins
Following up an enquiry by phone or email	Legitimate interests (Art. 6(1)(f)). We’ll stop if you ask
Sending news or updates by email	Your consent only (Art. 6(1)(a)). We do not currently send marketing emails
Recruitment enquiries	Steps before a contract (Art. 6(1)(b)); legitimate interests
Understanding how our website performs (analytics) and, when in use, measuring advertising	Your consent for non-essential cookies (PECR)
Keeping our website secure and preventing spam (e.g. reCAPTCHA)	Legitimate interests (Art. 6(1)(f))
Meeting legal and regulatory obligations (e.g. CQC, complaints, legal claims)	Legal obligation (Art. 6(1)(c)); legitimate interests

We don’t sell your information, and we don’t make decisions about you using automated processing alone.

Who we share it with

We share personal information only where we need to, with:

• our website host, GoDaddy, and our website support (handled in-house)
• our enquiry management system, Found CRM
• Lottie (Eliza website chat)
• Google (Analytics via Site Kit, reCAPTCHA, Fonts; and Google Tag Manager / Google Ads when those tools are connected, only with your cookie consent where required)
• CookieYes (consent records)
• professional advisers, the NHS, regulators such as the Care Quality Commission and local authorities, the police or courts, where the law requires it

These providers act on our instructions under data processing agreements, except where they act as independent controllers (for example, Google for some reCAPTCHA processing).

International transfers

Some of our providers, such as Google, may process data outside the UK, including in the United States. Where they do, we rely on UK adequacy regulations (including the UK–US “data bridge” where the provider is certified) or on the ICO’s International Data Transfer Agreement or Addendum.

How long we keep it

UK GDPR does not set fixed periods for every type of website data. We keep information only as long as we need it for the purposes above. Our current schedule is:

Information	How long
Enquiries that don’t lead to admission	12 months after our last contact
Enquiries that lead to admission	Moved to the resident’s record and kept under our care-records practices
Website chat transcripts	12 months after our last contact
Job enquiries and CVs (unsuccessful)	6 months after the recruitment decision (in line with ICO employment practices guidance on the period in which a recruitment-related claim may be brought, unless we have a clear reason to keep them longer)
Analytics data	14 months (Google Analytics default retention)

Your rights

You have the right to:

• ask for a copy of your information
• ask us to correct it
• ask us to delete it
• ask us to restrict how we use it
• object to how we use it, including any direct marketing
• ask for your information to be transferred to another organisation (data portability)
• withdraw consent at any time, where we rely on consent. For cookies, click “Cookie settings” at the bottom of any page

To use any of these rights, contact us using the details above. We’ll respond within one month.

Complaints

If you’re unhappy with how we’ve handled your information, please contact our Data Protection Lead first so we can try to put things right. You also have the right to complain to the Information Commissioner’s Office: www.ico.org.uk/make-a-complaint, 0303 123 1113.

Changes to this policy

We may update this policy from time to time. The latest version will always be on this page.