1. Introduction

We are committed to safeguarding the privacy of our website visitors; in this policy, we explain how we will treat your personal information. By using our website and agreeing to this policy, you consent to our use of cookies by the terms of this policy.

2. Collecting personal information

We may collect, store, and use the following kinds of personal information:

(a) information about your visits to and use of this website including your IP address, geographical location, browser type and version, referral source, length of visit, page views, and website navigation paths;
(b) information that you provide to us when submitting our website contact form (including your email address).

3. Using personal information

Personal information submitted to us through our website will be used for the purposes specified in this policy or on the relevant pages of the website.

We may use your personal information to send you marketing communications relating to our business that we think may be of interest to you, by post or, where you have specifically agreed to this, by email or similar technology (you can inform us at any time if you no longer require marketing communications).

To help improve our customer experience and manage enquiries effectively, we may share the information you provide (by phone or email) with our selected partners. When appointed to do so, our selected partners may support us by: Monitoring and improving enquiry follow-up; Carrying out quality checks and mystery shopping; Gathering feedback from recent enquiries; Assisting with enquiry handling and communication. Calls may also be recorded for training and monitoring purposes. Selected partners will only process your information in accordance with our instructions, solely for the above purposes. They will securely delete your data when it is no longer required.

4. Disclosing personal information

We may disclose your personal information to any of our managers insofar as reasonably necessary for the purposes set out in this policy.

We may disclose your personal information:

(a) to the extent that we are required to do so by law;
(b) in connection with any ongoing or prospective legal proceedings;
(c) to establish, exercise, or defend our legal rights (including providing information to others for fraud prevention and reducing credit risk);

Except as provided in this policy, we will not provide your personal information to third parties.

5. Information for Prospective and Current Residents and Families

This website privacy policy covers visitors to our website and general enquiries. If you are a prospective or current resident, or a family member of a resident, we process personal information in accordance with UK GDPR and the Data Protection Act 2018.

Technology and AI in Care Delivery

Oakland Care Group uses modern technology, including secure artificial intelligence (AI) systems, to support the care we provide. AI assists our care teams with administrative tasks such as care planning, risk assessments, and documentation, allowing them to spend more time building personal, meaningful relationships with residents.

All AI tools we use operate within secure, GDPR-compliant environments. Personal information is protected through robust security measures, and every AI output is reviewed and authorised by qualified staff before being used in care delivery.

Your Rights and Our Responsibilities

Residents have the right to:

  • Know when and how AI is used in their care
  • Decline AI use in their personal care planning (where they have mental capacity)
  • Access their personal information and understand how it is processed
  • Raise concerns or complaints about data processing

For full details about how we collect, use, store, and protect resident information, please request our comprehensive Privacy Notice for Residents by contacting your Registered Manager or our Head Office.

Contact Us

If you have questions about how we use technology or process personal information in our care services, please contact us: enquiries@oaklandcare.co.uk

6. Third party websites

Our website includes hyperlinks to, and details of, third-party websites.

We have no control over and are not responsible for, the privacy policies and practices of third parties.

7. Cookies

Our website uses cookies.

A cookie is a file containing an identifier (a string of letters and numbers) that is sent by a web server to a web browser and stored by the browser. The identifier is then sent back to the server each time the browser requests a page from the server.

The cookies used on our website can be categorized as follows:

  • Required – These cookies are necessary for site functionality and cannot be disabled
  • Performance and tracking – These cookies can be disabled

Most browser software allows you to refuse to accept cookies. However, blocking cookies may hurt the usability of many websites. If you block cookies you may not be able to use all the features on our website.

To view our current Data Security and Protection Toolkit (DSPT) certificate which demonstrates that, as an organisation, we are practising good data security and that personal information is handled correctly, please click on the image below: