Privacy Policy

Who we are

Novus Care Ltd is a domiciliary and live-in care provider operating across the United Kingdom. We are the data controller for the personal data collected through this website.

If you have any questions about how we handle your personal data, or wish to exercise any of your rights, please contact us at [email protected].

This policy was last updated: 7 April 2026.

What data we collect and why

Enquiry and contact forms

When you submit a form on this website (including the care enquiry form and the contact form), we collect your name, email address, phone number, and the details of your enquiry. We use this information to respond to your enquiry and, where you have given consent, to follow up with information about our care services.

Legal basis: legitimate interest (responding to a direct enquiry) and, for marketing follow-up, consent.

Website analytics

With your consent, we use Google Analytics (including Google Analytics 4) to collect anonymised data about how visitors use this website, including pages visited, time on site, and traffic sources. This helps us improve our website and understand what information is most useful to visitors.

Legal basis: consent.

Advertising and remarketing

With your consent, we use Google Ads (via Google Tag Manager) and Facebook Pixel to measure the effectiveness of our advertising campaigns and to show relevant adverts to people who have visited this website. Two Facebook Pixel IDs are active on this site (operated by Meta Platforms Ireland Ltd).

Legal basis: consent.

CRM and marketing automation

With your consent, we use HubSpot to manage contact records, track interactions with our website, and send follow-up communications to people who have expressed an interest in our services.

Legal basis: consent.

Contact form submissions

Form submissions are processed by Gravity Forms (Rocketgenius Inc) and may be forwarded to HubSpot. Data submitted via forms is stored in our WordPress database and within HubSpot.

Telephone calls

Calls to our office and branch teams may be recorded for training and quality purposes. Recordings are retained for six months and then securely deleted.

Cookies

We use cookies on this website. Non-essential cookies (analytics, advertising, and functional cookies) are only set after you give consent via our cookie banner.

For a full list of cookies used on this site, including their purpose and expiry, see our Cookie Policy. You can update your cookie preferences at any time by clicking the cookie settings link in the footer.

Third-party processors

We share data with the following third-party processors, each of whom has agreed to handle your data in accordance with applicable data protection law:

• Google LLC (Google Analytics, Google Ads, Google Tag Manager, reCAPTCHA) — United States. Data transfers are covered by Standard Contractual Clauses.
• Meta Platforms Ireland Ltd (Facebook Pixel) — Ireland/EU. Governed by Meta’s data processing terms.
• HubSpot Inc — United States. Data transfers are covered by Standard Contractual Clauses.
• Rocketgenius Inc (Gravity Forms) — United States. Processes form submission data on our behalf.
• WPMU Dev / Incsub LLC — our website hosting provider. Your data is stored on servers located within the European Economic Area.
• Cloudflare Inc — provides content delivery and security services. Acts as a data processor for traffic passing through our website.

Data transfers outside the UK

Some of our third-party processors are based in the United States. Where personal data is transferred outside the UK, we ensure appropriate safeguards are in place, including Standard Contractual Clauses approved by the UK Information Commissioner’s Office (ICO) or reliance on the UK’s adequacy regulations.

How long we keep your data

• Care and contact enquiries: two years from the date of enquiry, unless we enter into a care agreement with you, in which case we retain records in line with our operational retention policy.
• Marketing contacts (HubSpot): until you withdraw consent or request deletion.
• Google Analytics data: 14 months (the default GA4 retention period).
• Call recordings: six months.
• Website access logs: 90 days.

Your rights

Under UK GDPR, you have the following rights in relation to your personal data:

• Right to be informed — you have the right to know how your data is used. This privacy policy fulfils that obligation.
• Right of access — you can request a copy of the personal data we hold about you (a Subject Access Request).
• Right to rectification — you can ask us to correct inaccurate or incomplete data.
• Right to erasure — you can ask us to delete your personal data where there is no longer a legitimate reason for us to hold it.
• Right to restrict processing — you can ask us to pause processing your data in certain circumstances.
• Right to data portability — you can request your data in a structured, machine-readable format.
• Right to object — you can object to processing based on legitimate interests or for direct marketing purposes.
• Rights related to automated decision-making — we do not make decisions about you based solely on automated processing.

To exercise any of these rights, email us at [email protected]. We will respond within one month.

How to make a complaint

If you are unhappy with how we have handled your personal data, you have the right to complain to the Information Commissioner’s Office (ICO), the UK’s supervisory authority for data protection.

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

We would appreciate the opportunity to address your concerns before you contact the ICO, so please email us first at [email protected].

Changes to this policy

We review this privacy policy periodically and will update it when our practices change. The date at the top of this page shows when it was last revised. We recommend checking back from time to time.