Privacy Policy

This Privacy Policy explains how NPS Caremore collects, uses, and protects your personal data when you use our website or services. We are committed to handling your information responsibly and in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Please read this policy carefully. If you have any questions, contact us at support@npscaremore.co.uk.

1. Who We Are

NPS Caremore is the data controller responsible for your personal data.

Newcastle:
Unit 4a, Whitehouse Industrial Estate, Newcastle upon Tyne, NE15 6LN
Tel: 0191 238 6008

Redcar:
1b Arlon Court, Kirkleatham Business Park, Redcar, TS10 5RS
Tel: 01642 481 138

Data protection enquiries: support@npscaremore.co.uk

2. Definitions

  • Personal data — any information relating to an identified or identifiable natural person.
  • Processing — any operation performed on personal data, including collection, storage, use, and deletion.
  • Data subject — the individual whose personal data is being processed.
  • Data controller — the organisation that determines the purposes and means of processing personal data.
  • Data processor — a third party that processes data on behalf of the controller.

3. Data We Collect

We may collect the following categories of personal data:

  • Information you provide to us — your name, email address, telephone number, company name, postal address, and any other information you submit via forms, enquiries, or account registration.
  • Order and transaction data — details of products and services you purchase or enquire about.
  • Technical data — IP address, browser type and version, device information, pages visited, and time spent on the site, collected automatically via cookies and analytics tools.
  • Communications — records of correspondence if you contact us by email, phone, or form.
  • Third-party data — information received from authorised partners or publicly available sources, where lawfully obtained.

We do not knowingly collect personal data from children under 16.

4. How We Use Your Data

We use your personal data for the following purposes and on the following legal bases:

  • To provide our products and services — processing orders, managing your account, and communicating about your purchases. Legal basis: Contractual necessity.
  • To respond to enquiries — replying to questions submitted via our website or by phone or email. Legal basis: Legitimate interests / Contractual necessity.
  • To improve our website and services — analysing how our site is used to improve performance and user experience. Legal basis: Legitimate interests.
  • To send marketing communications — where you have opted in, or where we have a legitimate interest as an existing customer, we may send information about relevant products, services, or promotions. Legal basis: Consent or Legitimate interests. You can opt out at any time.
  • To comply with legal obligations — retaining records as required by law. Legal basis: Legal obligation.
  • To protect against fraud and security threats — monitoring site activity to detect and prevent misuse. Legal basis: Legitimate interests.

5. Who We Share Your Data With

We do not sell your personal data. We share data only where necessary, with the following categories of recipients:

Data processors (acting on our behalf):

  • Google — Google Analytics and Google Tag Manager for website analytics and tracking.
  • Zoho CRM — customer relationship management and sales pipeline.
  • Zoho SalesIQ — live chat and visitor tracking.
  • PrintIQ — print workflow and production management.
  • Infigo — our e-commerce and web-to-print platform provider.

All third-party processors are required to handle your data securely and only for the purposes we specify. We only work with partners who uphold strong data protection standards.

We may also disclose data where required by law, a court order, or a regulatory authority.

6. International Transfers

Some of our data processors may transfer or store your personal data outside the UK. Where this occurs, we ensure appropriate safeguards are in place — such as adequacy decisions or Standard Contractual Clauses — in accordance with UK GDPR requirements.

7. Data Retention

We retain your personal data only for as long as necessary for the purposes set out in this policy, or as required by law. In general:

  • Customer account and transaction data is retained for 7 years for legal and accounting purposes.
  • Marketing data is retained until you unsubscribe or request deletion.
  • Website analytics data is retained in accordance with our analytics provider settings.

When data is no longer needed, it is securely deleted or anonymised.

8. How We Protect Your Data

We implement appropriate technical and organisational measures to protect your personal data against unauthorised access, loss, or disclosure. These include:

  • Secure HTTPS connections across our website.
  • Access controls limiting who can view your data.
  • Data anonymisation and pseudonymisation where appropriate.
  • Servers housed in ISO 27001:2013-certified data centres.

In the event of a data breach that is likely to affect your rights and freedoms, we will notify you and the relevant supervisory authority in accordance with our legal obligations.

9. Your Rights

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

  • Right of access — to request a copy of the personal data we hold about you.
  • Right to rectification — to ask us to correct inaccurate or incomplete data.
  • Right to erasure — to ask us to delete your data where there is no legitimate reason to retain it.
  • Right to restrict processing — to ask us to limit how we use your data in certain circumstances.
  • Right to data portability — to receive your data in a structured, machine-readable format.
  • Right to object — to object to processing based on legitimate interests or for direct marketing purposes.
  • Right to withdraw consent — where processing is based on consent, you can withdraw it at any time without affecting the lawfulness of prior processing.

To exercise any of these rights, please contact us at support@npscaremore.co.uk. We will respond within one month.

10. Cookies

We use cookies and similar technologies to improve your experience on our website, analyse site usage, and support marketing activity. Cookies we use include:

  • Essential cookies — required for the site to function correctly.
  • Analytics cookies — Google Analytics, used to understand how visitors use our site.
  • CRM and chat cookies — Zoho CRM and SalesIQ, used for visitor tracking and live chat functionality.

You can manage or disable cookies via your browser settings. You can also opt out of interest-based advertising via optout.aboutads.info or youronlinechoices.com.

To reset your cookie preferences on this site, use the Cookie Settings link in our website footer.

11. How to Complain

If you are unhappy with how we have handled your personal data, please contact us in the first instance at support@npscaremore.co.uk.

You also have the right to lodge a complaint with the UK's supervisory authority:

Information Commissioner's Office (ICO)
Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Tel: 0303 123 1113
Email: registration@ico.org.uk
Website: ico.org.uk

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. When we make significant changes, we will update this page and revise the date below. We encourage you to review this policy periodically.

Last updated: March 2026