Privacy Policy & Complaints Procedure

Privacy Policy

Frias Gate Care ("we", "us", "our") is committed to protecting the privacy of the people we support, their families, our staff, and everyone who contacts us. This policy explains what personal information we collect, why we collect it, how we use it, and the rights you have over it, in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Who we are

Frias Gate Care, Mill Wharf, 10 Mill Street, Birmingham, B6 4BS. Company No. 08815854. Registered with the Care Quality Commission (CQC) — Registration No. 1-19493256716. For any question about this policy or your personal data, contact us at contact@friasgate.co.uk or 0121 517 2168.

The information we collect

Depending on how you interact with us, we may collect:

• Contact details — name, address, phone number, and email address
• Enquiry details — the information you share with us via our contact form, by phone, or by email, such as the type of care or support you are enquiring about
• Care and health information — for clients receiving care, details relevant to assessing needs and delivering safe, person-centred support, including relevant medical, mobility, and support requirements
• Employment information — for job applicants and staff, details such as your CV, references, right-to-work documents, and DBS check results
• Technical information — basic, non-identifying information about how our website is used, to help us keep it working well

How we use your information

We use personal information to respond to enquiries, carry out care assessments, plan and deliver care safely, meet our legal and regulatory obligations (including to the CQC), manage recruitment and employment, and keep accurate records as required by law and good care practice. Where we rely on your consent — for example, to contact you about an enquiry — you can withdraw that consent at any time.

Sharing your information

We do not sell personal information. We may share relevant information with healthcare professionals, local authorities, or other agencies directly involved in your care, and with regulators such as the CQC where we are required to do so. We only share what is necessary, and we expect anyone we share information with to protect it to the same standard we do.

How long we keep it

We retain personal information only for as long as necessary to provide our services and to meet our legal, regulatory, and insurance obligations — for care records, this is generally in line with CQC and NHS retention guidance. When information is no longer needed, it is securely deleted or destroyed.

Keeping your information secure

We use appropriate technical and organisational measures to protect personal information against unauthorised access, loss, or misuse, and we ensure our staff are trained in confidentiality and data protection.

Your rights

Under UK data protection law, you have the right to ask for a copy of the information we hold about you, to ask us to correct inaccurate information, to ask us to delete or restrict information in certain circumstances, and to object to certain uses of your information. To exercise any of these rights, contact us using the details above. If you remain unhappy with how we have handled your information, you have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk.

Cookies

Our website does not use tracking or advertising cookies. Any strictly necessary technical data used to make the site function is not used to identify you personally.

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Complaints Procedure

We aim to provide the highest standard of care and service, and we take all feedback — positive and negative — seriously as a way to keep improving. If something has not met your expectations, we want to hear about it.

How to make a complaint

You can raise a concern or complaint in whichever way is easiest for you:

• By phone: 0121 517 2168 (Mon–Fri, 9:00–17:00)
• By email: contact@friasgate.co.uk
• In writing: Frias Gate Care, Mill Wharf, 10 Mill Street, Birmingham, B6 4BS
• Via our contact form

What happens next

We will acknowledge your complaint within 3 working days. A member of our management team will investigate, which may include speaking with you, the person receiving care, and relevant staff. We aim to provide a full response within 20 working days; if a complaint is more complex and needs longer, we will keep you updated on progress and the expected timescale.

If you're not satisfied with our response

If you feel your complaint has not been resolved to your satisfaction, you can ask for it to be reviewed by a senior member of the team, or you can raise it directly with the Care Quality Commission (CQC), the independent regulator of health and social care in England, at cqc.org.uk or by calling 03000 616161. If your care is funded or arranged by a local authority or the NHS, you may also be able to raise a concern with them directly.

This policy is reviewed regularly to reflect our current practices and UK data protection and care regulation requirements. If you have any questions, please get in touch.