Privacy Notice
Last updated: October 2026
Laver Accord Ltd respects your privacy and is committed to handling personal information lawfully, fairly and securely.
This privacy notice explains how we collect, use, store and share personal information when you visit our website, contact us or use our services.
1. Who we are
Laver Accord Ltd provides independent support to individuals, families and organisations across health and social care, including care complaints support, care transition support, consultancy and interim management.
For most direct enquiries and services provided to individuals and families, Laver Accord Ltd will be the data controller, meaning that we decide how and why personal information is used.
Where we are commissioned by a care provider or another organisation, our role may differ depending on the work being undertaken. In some circumstances, the commissioning organisation may remain the data controller and Laver Accord may process information on its behalf. We will clarify the relevant arrangements where this applies.
You can contact us about this privacy notice or the way we handle personal information at:
Laver Accord Ltd
Email: hello@laveraccord.co.uk
Website: www.laveraccord.co.uk
Registered office: The Byre, Spinney Farm, Workers Road , High Laver, Ongar, Essex, CM5 0DZ
ICO registration number: Pending
2. What information we may collect
The information we collect depends on the nature of your enquiry and the support we are asked to provide.
It may include:
your name and contact details;
information contained in your enquiry;
information about your relationship to a person receiving care or support;
correspondence, meeting notes and records of discussions;
documents you choose to provide;
information about care providers, professionals or other organisations involved;
financial and transaction information;
information required to provide consultancy or interim management services; and
basic technical information about your use of our website.
Where relevant to an agreed piece of work, we may also receive information about another person, such as a relative, person receiving care, employee, complainant or professional.
3. Health and other sensitive information
Some of our work may involve information about health, disability, care needs, capacity, safeguarding or other sensitive circumstances.
Health information is classed as special category personal data under UK data protection law and receives additional protection.
We will only use this type of information where it is necessary for the work we are undertaking and where there is an appropriate lawful basis and additional legal condition for doing so.
This may include explicit consent or another condition permitted by data protection law, depending on the circumstances.
We aim to collect only the information that is necessary and proportionate for the work we have agreed to undertake.
Please do not send detailed sensitive information through our initial website enquiry form
When first contacting us, please provide only enough information for us to understand the general nature of your enquiry.
Please do not send detailed medical records, diagnoses, safeguarding information or extensive information about another person's circumstances through the initial website form.
If further information is needed, we will discuss with you the most appropriate way for it to be provided.
4. Where information comes from
We will usually receive personal information directly from you.
Where relevant and appropriate to the work we have agreed to undertake, information may also be provided by or obtained from:
family members or representatives;
care providers;
health and social care professionals;
local authorities or other public bodies;
commissioners;
legal or professional representatives; and
other organisations involved in a person's care or support.
We will only seek information from other organisations where there is an appropriate reason and lawful basis to do so.
5. How we use personal information
We may use personal information to:
respond to enquiries;
arrange an initial discussion;
understand the support being requested;
prepare proposals, quotations or scopes of work;
provide agreed services;
review records or documents;
communicate with individuals, families, care providers and professionals;
support complaints, concerns or care transitions;
provide consultancy or interim management services;
keep appropriate records of the work undertaken;
manage invoices and payments;
meet legal, regulatory, insurance and accounting responsibilities;
establish or defend legal claims where necessary;
protect the security of our systems and services; and
respond appropriately to serious safety or safeguarding concerns.
We will not use personal information for unrelated purposes unless there is a lawful reason for doing so.
6. Our lawful bases
The lawful basis we rely on depends on why the information is being used.
These may include:
Contract
Where processing is necessary to take steps at your request before entering into a contract or to provide a service we have agreed with you.
Legal obligation
Where processing is necessary to comply with a legal requirement.
Legitimate interests
Where processing is necessary for the reasonable operation of our business or services and those interests are not overridden by the rights and interests of the person concerned.
This may include maintaining appropriate records, protecting our systems, managing professional relationships and establishing or defending legal rights.
Consent
Where consent is the most appropriate basis.
If we rely on consent, it can normally be withdrawn at any time. Withdrawal does not affect processing that has already taken place lawfully.
Where special category information is used, we will also identify an appropriate additional condition under data protection law.
7. Information about other people
When asking us for support, you may provide information about another person.
This is particularly likely where a family member or representative contacts us about someone's care.
Where possible, the person should be made aware that their information is being provided to Laver Accord and why.
We recognise that there may be circumstances where this is not practical or appropriate.
Providing us with information about another person does not automatically give us authority to obtain further confidential information about them from care providers, health professionals or other organisations.
Where further information is needed, we will consider what authority, consent or other lawful basis is required.
8. Confidentiality, safeguarding and serious risk
Information shared with Laver Accord will normally be treated confidentially and used for the purpose for which it was provided.
There may, however, be circumstances where information needs to be shared without consent.
This may include situations where sharing is necessary and lawful to:
protect someone from serious harm;
respond to a safeguarding concern;
prevent or detect serious crime;
comply with a court order or other legal requirement; or
establish or protect legal rights.
Any decision to share information in these circumstances will be considered carefully.
We will seek to share only the information that is necessary and proportionate.
Where appropriate and safe to do so, we will explain what information is being shared and why.
9. Who we may share information with
We do not sell personal information.
Where necessary, information may be shared with:
people you have authorised us to communicate with;
care providers;
health or social care professionals;
local authorities or commissioners;
legal or professional advisers;
insurers;
accountants and financial service providers;
IT, email, cloud storage and website service providers;
contractors or consultants supporting Laver Accord where appropriate; and
regulators, courts, law enforcement agencies or other organisations where disclosure is required or permitted by law.
We aim to limit any information shared to what is necessary for the relevant purpose.
Where another organisation receives information as a separate data controller, it will be responsible for its own use of that information.
10. Keeping information secure
We take reasonable and proportionate measures to protect personal information against unauthorised access, disclosure, alteration, loss or destruction.
These measures may include:
secure cloud-based systems;
password and access controls;
multi-factor authentication;
device security;
secure email and document storage; and
restricting access to people who need the information for their work.
Where third-party service providers process information on our behalf, we consider their data protection and security arrangements.
11. How long we keep information
We keep personal information only for as long as there is a legitimate or legal reason to retain it.
Our general retention approach is:
Initial enquiries that do not lead to work
Normally up to 12 months after the last meaningful contact.
Client, case and consultancy records
Normally up to 6 years after the work has been completed, unless there is a reason to keep information for a longer or shorter period.
Financial and accounting records
Normally retained for 6 years or for any longer period required by law.
Marketing preferences
Retained until consent is withdrawn, a person opts out or the information is no longer required.
Website and analytics information
Retained in accordance with the settings and retention periods used by the relevant website or analytics provider.
Different retention periods may apply where required by law, an insurer, a contractual obligation or the specific circumstances of a case.
Information will be securely deleted or disposed of when it is no longer required.
12. Website and cookies
Our website may collect limited technical information about visitors, including information about:
browser and device type;
IP address;
pages visited;
approximate location derived from technical information; and
how visitors use the website.
Cookies or similar technologies may also be used.
Strictly necessary cookies may be used without consent where permitted by law.
Where non-essential cookies or analytics technologies require consent, they will not be activated until appropriate consent has been given.
Further information is available through our Cookie Notice and website cookie settings.
13. Third-party technology providers
We use third-party providers to help operate our website and business systems.
These may include providers of:
website hosting;
email and productivity software;
document storage;
accounting;
communications; and
analytics.
Some providers may process information outside the United Kingdom.
Where personal information is transferred internationally, we will use appropriate legal safeguards where these are required.
14. Marketing
We will not add you to a general marketing mailing list simply because you have contacted us about a service.
Where we send marketing communications, we will do so in accordance with applicable data protection and electronic communications rules.
You can unsubscribe or ask us to stop sending marketing communications at any time.
15. Your rights
Depending on the circumstances, you may have the right to:
be informed about how your personal information is used;
request access to information we hold about you;
ask us to correct inaccurate information;
request deletion of information in certain circumstances;
request restriction of processing in certain circumstances;
object to some types of processing;
receive certain information in a portable format where the right applies; and
withdraw consent where processing is based on consent.
These rights are not absolute and may not apply in every circumstance.
To exercise your rights, contact:
We may need to confirm your identity before responding.
16. Complaints about how we use information
If you have concerns about how Laver Accord has handled your personal information, please contact us first so that we can try to resolve the matter.
Email:
You also have the right to complain to the Information Commissioner's Office (ICO), the UK's independent regulator for data protection.
Further information is available at www.ico.org.uk.
17. Changes to this notice
We may update this privacy notice if our services, systems or legal obligations change.
The latest version will always be published on our website.
Where a change materially affects how we use personal information already held, we will take reasonable steps to bring that change to the attention of the people affected.