Privacy Policy
Last updated: February 09, 2026
Privacy Policy
We only collect information that we need to provide our services and keep in touch with you. We treat your information with care, never sell it, and only share it when it is necessary and lawful. You have rights over your information, and you can contact us at any time if you have questions or concerns. This Privacy Policy explains how we collect, use, share, and safeguard personal information when you interact with our website, services, events, tailored service requests, and communications.
Data Controller
ELDA is the data controller responsible for the personal data we process. This means we decide how and why your information is used. By accessing our website, submitting forms, or using our services, you acknowledge and agree to the practices described in this policy.
Information We Collect
We may collect and process the following categories of personal data:
Identity and Contact Information: such as your name, email address, telephone number, and postal address.
Service-Related Information: details you provide when requesting tailored or bespoke services (for example, companionship or appointment support)
Communications: messages, enquiries, or feedback you send to us
Technical Information: including IP address, browser type, device identifiers, and website usage data used for security and analytical purposes.
We use cookies and similar technologies to support website functionality and improve user experience. Further details are provided in our Cookie Policy.
How We Use Your Information
We use personal data for purposes:
- To respond to enquiries and requests for services
- To provide, manage, and improve our services
- To communicate about events, bookings, and service updates
- To process payments and confirm bookings where applicable
- To comply with legal, regulatory, and safeguarding obligations
We only process personal data where a lawful basis under UK GDPR applies, including:
Contractual Necessity: When processing is necessary to perform a contract with you.
Consent: When you have given clear consent for us to process your data for specific purposes.
Legitimate Interests: When processing is necessary for our legitimate interests, provided your rights do not override those interests.
Legal Obligation: When processing is necessary for our legitimate interests, provided your rights do not override those interests.
Data Sharing
ELDA does not sell, rent, or trade personal information.We may share personal data only when necessary, with:
Trusted service providers and domestic services: who support service delivery, such as payment processors or IT providers or laundry support and linen changes.
Local authorities or funding partners: where authorised and relevant to funded services
Legal or regulatory bodies: where required by law
All third parties are required to handle your data securely and in line with data protection law. Where possible, we will inform you before sharing your information.
Data Retention
We keep personal data only for as long as necessary to:
- Fulfil the purpose for which it was collected
- Meet legal, regulatory, and funding requirements
- Resolve enquiries, complaints, or safeguarding concerns
- Once information is no longer required, it is securely deleted or anonymised.
Your Rights
Under UK GDPR, you have the right to:
- Access the personal data we hold about you
- Request correction of inaccurate or incomplete data
- Request deletion of your data, where legally permitted
- Object to or restrict certain types of processing
- Withdraw consent at any time, where consent is the lawful basis
Contact
For questions about this Privacy Policy or your personal data, please contact us via our email at connectwithelda@gmail.com
Linking Policy
The ELDA website may include links to third-party websites for convenience or reference. These links do not imply endorsement.
ELDA:
- Does not control external websites or their privacy practices
- Encourages users to review the terms and privacy notices of any linked sites
- Any website linking to ELDA must not misrepresent its relationship with us or include unlawful or harmful content. ELDA reserves the right to request removal of inappropriate links.
Accessibility and Children
Accessibility
ELDA is committed to making its website accessible and inclusive. If you experience difficulty accessing content or require information in an alternative format, please contact us at connectwithelda@gmail.com.
Children and Minors
Our services are intended for adults aged 65 and above. We do not knowingly collect personal data from children under the age of 18. If such data is identified, it will be deleted promptly.
Contact and Policy Updates
You can contact us during our opening hours listed on the website . If you have questions about our policies please contact via email at connectwithelda@gmail.com.
These policies are reviewed regularly and may be updated to reflect changes in law, guidance, or best practice. Any significant updates will be published on this website.
Complaints Policy
At ELDA, we are committed to providing high-quality, respectful, and inclusive services. We welcome feedback and take complaints seriously, as they help us learn, improve, and serve our community better.
This policy explains how to raise a concern or make a complaint and how we will handle it.
Our Commitment
We aim to:
- Treat all complaints fairly, respectfully, and without discrimination.
- Respond in a timely and transparent manner.
- Ensure that making a complaint will not affect access to ELDA services.
- Learn from feedback to improve our services.
Who Can Make a Complaint:
A complaint may be made by:
- The client
- A family member or friend
- A caregiver or professional acting on someone's behalf
Complaints can relate to:
- ELDA events or activities
- Bespoke or befriending services
- Staff, volunteers, or partners
- Communication, conduct, or service quality
How to Make a Complaint
Complaints can be submitted in any of the following ways:
- Email: connectwithelda@gmail.com
- In writing: via our website contact form
If you need support to make a complaint, we will do our best to assist you.
What to Include
Where possible, please tell us:
- Your name and contact details
- The nature of the complaint
- The date and location of the incident (if applicable)
- Any relevant details or supporting information
Anonymous complaints will be reviewed, though this may limit how fully we can respond.
How We Handle Complaints
- We will acknowledge your complaint within 5 working days
- We will review the information and, if needed, carry out an investigation
- We will aim to respond with an outcome within 20 working days
- If more time is required, we will keep you informed
- All complaints are handled confidentially and with sensitivity
Outcome
Possible outcomes may include:
- An explanation or apology
- A review of our practices
- Changes to procedures or services
- Additional staff training
Escalation
If you are not satisfied with the response, you may request a review by ELDA’s management team.
Confidentiality
All complaints are treated confidentially and in line with our Privacy Policy.