Privacy Policy

Magenta Domiciliary Care Services Ltd is committed to protecting your privacy and handling your personal information securely and responsibly.

Last updated: 8 September 2026

Who We Are

Magenta Domiciliary Care Services Ltd (“Magenta”, “we”, “us” or “our”) is the data controller responsible for your personal information.

Magenta Domiciliary Care Services Ltd
29a Station Road
Desborough
Kettering
Northamptonshire
NN14 2RL

Telephone: 07921 812280
Email: contact@magentacare.net

This policy explains how we use personal data when you visit our website, contact us, enquire about services, apply for work with us, receive our services or call us. We comply with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and other applicable data-protection law.

Information We Collect

The information we collect depends on how you interact with us. It may include:

• Your name, contact details and preferred method of contact.
• Information included in an enquiry, referral, contact form or email.
• Information needed to arrange, provide, manage and pay for our services.
• Information provided by family members, representatives, healthcare professionals, local authorities or other people involved in arranging or delivering care.
• Employment and recruitment information, including CVs, references and right-to-work information.
• Technical information about website visits, such as IP address, browser type, pages visited, device information and the date and time of your visit.
• Information needed to meet legal, regulatory, safeguarding, insurance, quality and record-keeping obligations.

Where necessary to provide care or meet our legal and regulatory duties, we may also process special-category data, including information about health, care needs, wellbeing, disability, medication, support arrangements and safeguarding concerns.

AI Telephone Receptionist and Call Transcripts

We use an AI Telephone Receptionist provided through Fasthosts Internet Limited to answer and route certain incoming calls, provide general information and arrange callbacks.

• Callers are told that they are speaking to an AI Telephone Receptionist and directed to this Privacy Policy.
• A written transcript of the call is created and retained so that Magenta can review the enquiry and arrange an appropriate callback or response.
• Call audio is used live to create the transcript but is not retained by Magenta as a call recording.
• The AI Telephone Receptionist is instructed to collect only limited callback information, such as a name, telephone number, preferred callback time and a broad category of enquiry.
• The AI Telephone Receptionist is instructed not to request medical information, care details, safeguarding information, payment-card information or other sensitive personal data.

Please do not provide medical, care, safeguarding, financial or other sensitive information to the AI Telephone Receptionist. If sensitive information is provided voluntarily, it may be included in the transcript. We will take appropriate steps to restrict access, assess the information and manage it in accordance with our data-protection, safeguarding and records-management procedures.

The AI Telephone Receptionist is not an emergency service and does not provide medical advice. If urgent medical assistance is needed, callers should contact the appropriate service, such as a GP surgery, NHS 111 or 999 in an emergency.

Fasthosts acts as a data processor for Magenta in connection with the AI Telephone Receptionist. Fasthosts and its approved technical providers process personal data only to provide and support the service, subject to contractual data-protection obligations.

AI-generated transcripts and summaries may contain errors or omissions. They are reviewed by Magenta staff where appropriate and are not used as the sole basis for decisions that have a legal or similarly significant effect on an individual.

How We Use Your Information

We use personal data to:

• Respond to enquiries, referrals and requests for information.
• Assess whether we may be able to provide services.
• Arrange, provide, manage and review care and support.
• Communicate with customers, relatives, representatives and professionals.
• Manage bookings, visits, invoices, payments and service administration.
• Meet our safeguarding, health and safety, quality, legal and regulatory duties.
• Recruit and manage staff.
• Operate, maintain, protect and improve our website, systems and services.
• Operate the AI Telephone Receptionist, review call transcripts and arrange callbacks.
• Investigate concerns, complaints, incidents and data-protection requests.
• Prevent fraud, misuse and security incidents.
• Establish, exercise or defend legal claims.

We do not sell or rent personal data.

Our Lawful Bases

We process personal data only where the law allows us to do so. Depending on the situation, we rely on one or more of the following lawful bases:

• Contract: where processing is necessary to take steps at your request before entering into a contract, or to provide services under a contract.
• Legal obligation: where we must process information to meet legal, regulatory, employment, tax, safeguarding or record-keeping obligations.
• Legitimate interests: where processing is necessary for our legitimate business interests, including responding to enquiries, managing services, arranging callbacks, maintaining secure systems and improving our services, provided your rights and interests do not override those interests.
• Vital interests: where processing is necessary to protect someone’s life.
• Consent: where required, including for non-essential cookies or where we specifically ask for your consent.

Where we process special-category data, such as health and care information, we will only do so where an additional condition under data-protection law applies. This may include where processing is necessary for health or social care, safeguarding, complying with legal obligations, establishing or defending legal claims, or where you have given explicit consent.

Sharing Your Information

We only share personal data where necessary, lawful and proportionate. Depending on the circumstances, this may include:

• The person receiving our services and people authorised to act for them.
• Family members, advocates or representatives, where appropriate and authorised.
• Healthcare professionals, social workers, local authorities, commissioners and other professionals involved in arranging or delivering care.
• Safeguarding bodies, emergency services, regulators, legal advisers, insurers and law-enforcement agencies where required or appropriate.
• IT, website, email, telephone, cloud-storage, payroll, recruitment, accounting and other service providers that support our business.
• Fasthosts Internet Limited and its approved technical providers, where necessary to operate the AI Telephone Receptionist.
• HM Revenue & Customs, the Care Quality Commission and other public authorities where we are legally required to provide information.

Our service providers are required to protect personal data and may only use it in accordance with our instructions, contractual terms and applicable law.

International Transfers

Some of our service providers, including providers used to support technology, website, email, telephone or AI services, may process personal data outside the United Kingdom. Where this happens, we will ensure that an appropriate transfer mechanism and safeguards are in place, such as an adequacy regulation or the UK International Data Transfer Agreement, together with any necessary additional protections.

How Long We Keep Information

We keep personal data only for as long as necessary for the purpose for which it was collected, including to meet legal, regulatory, safeguarding, accounting and contractual obligations.

• Service-user and care records are retained in line with applicable health and social-care record-retention requirements.
• Recruitment records are retained for a limited period after the recruitment process, unless a longer period is required by law or necessary in connection with a claim.
• Website enquiries and general service enquiries are retained only for as long as necessary to respond to and manage the enquiry.
• AI Telephone Receptionist transcripts are retained only for as long as necessary to review the enquiry, arrange a callback and manage any resulting matter, complaint, safeguarding concern, legal obligation, incident or claim.
• Financial and tax records are retained for the periods required by law.

When information is no longer required, it will be securely deleted or anonymised.

Cookies and Technical Information

Our website may use cookies and similar technologies. Cookies are small files placed on your device that can help our website function, remember preferences, measure website performance and understand how visitors use the site.

We use strictly necessary cookies where required for the website to operate. We will ask for consent before placing non-essential cookies on your device. You can manage or withdraw cookie preferences through the website cookie controls, where available, or through your browser settings. Blocking some cookies may affect how the website works.

Security

We use appropriate organisational and technical measures to protect personal data from accidental loss, unauthorised access, misuse, alteration or disclosure. These measures include access controls, staff confidentiality obligations, secure systems, appropriate supplier checks, training and procedures for responding to data-security incidents.

No system can be guaranteed completely secure. If we become aware of a personal-data breach that is likely to result in a risk to your rights and freedoms, we will take the steps required by law, including notifying the Information Commissioner’s Office and affected individuals where necessary.

Your Data Protection Rights

Under UK data-protection law, you may have the right to:

• Ask for access to your personal data.
• Ask us to correct inaccurate or incomplete personal data.
• Ask us to delete personal data in certain circumstances.
• Ask us to restrict how we use personal data in certain circumstances.
• Object to processing based on legitimate interests.
• Ask for a copy of information you have provided to us in a portable format, where applicable.
• Withdraw consent at any time, where we rely on consent.
• Ask for human intervention, express your point of view or challenge a decision where solely automated decision-making has a legal or similarly significant effect on you.

To exercise any of these rights, please contact us using the details above. We may need to verify your identity before responding.

Data-Protection Concerns and Complaints

If you have a concern about how Magenta uses personal data, please contact us first at contact@magentacare.net or write to us at the address above.

We will acknowledge your data-protection complaint within 30 days, investigate it appropriately and communicate the outcome to you.

You also have the right to complain to the Information Commissioner’s Office (ICO):

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

Telephone: 0303 123 1113
Website: www.ico.org.uk/make-a-complaint

Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes to our services, systems, legal obligations or data-processing practices. The latest version will always be published on this website, together with the date it was last updated.