Privacy & Cookie Policy

Last updated: 24 September 2026

This policy explains how Yenis Care Services Limited uses personal information when you visit our website, contact us, request a care assessment or call our office. It does not cover the care records we keep for people we support. We give clients and staff a separate privacy notice.

Who we are

Yenis Care Services Limited is the data controller for the information described here.

• Registered in England and Wales, company number 08368890

• Registered with the Information Commissioner's Office (ICO), registration number ZB760822

• Registered with the Care Quality Commission (CQC), location ID 1-23194700611

• Address: AMC House, 12 Cumberland Avenue, London NW10 7QL

• Email: info@yeniscare.co.uk · Phone: 020 8075 2689

What information we collect

• Contact form: your name, email address, phone number and your message.

• Care assessment request: who needs support, the area or postcode, the type of support needed, a preferred start date and time to talk, and your contact details.

• Phone calls: when our team can't answer, calls may be answered by our automated receptionist, Amy. She takes your name, a callback number or email address, and a short message. Calls answered by Amy are recorded and transcribed so the team can follow up accurately.

• Website use: if you accept analytics cookies, we collect information about how you use the site. See the cookies section below.

Please share only the health details we need to arrange a conversation. We will discuss care needs in more detail during an assessment.

How and why we use it

• To reply to your enquiry, call you back and arrange a care assessment. Our lawful basis is taking steps at your request before a possible contract, and our legitimate interest in responding to people who contact us.

• Where an enquiry includes information about someone's health, we use it to plan health or social care. We do this under UK GDPR Article 9(2)(h) and the Data Protection Act 2018.

• To understand how the website is used and improve it, only if you consent to analytics cookies.

We do not sell your information or use it for advertising.

Who we share it with

We use trusted service providers who process information for us under contract:

• Hostinger: website hosting

• Google: email, secure storage of enquiries, and Google Analytics

• Retell AI and Twilio: our automated phone receptionist and phone line

• Zapier: passing call messages to our office inbox

Some of these providers may process data outside the UK. Where they do, we rely on appropriate safeguards, such as UK adequacy regulations, the UK Extension to the EU-US Data Privacy Framework or the UK International Data Transfer Addendum.

We will only share your information with others, such as a local authority or health professional, where you ask us to, where it is needed to arrange your care, or where the law requires it.

How long we keep it

Enquiries that do not lead to care are kept for up to 12 months and then deleted. If care goes ahead, your information becomes part of the care record and is kept in line with our records retention policy and CQC requirements. Call recordings and transcripts are kept for up to 90 days.

Your rights

You have the right to:

• ask for a copy of your information

• ask us to correct or delete it

• object to or restrict how we use it

• withdraw consent at any time

To make a request, email info@yeniscare.co.uk or write to us at the address above. We will respond within one month.

If you are unhappy with how we have handled your information, please contact us first. You can also complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.

Cookies

Cookies are small files stored on your device. We use:

• Essential cookies, which make the site work and remember your cookie choice. These are always on.

• Analytics cookies (Google Analytics: _ga and _ga_*). These help us count visits and see which pages are useful. They are only set if you click "Accept all" or turn analytics on in your preferences. They last up to 2 years.

We do not use advertising or marketing cookies. You can change your choice at any time by clearing cookies for this site in your browser, which will show the cookie banner again. You can also block cookies in your browser settings.

Links to other sites

Our website links to other sites, such as the CQC and WhatsApp. They have their own privacy policies, and we are not responsible for how they use your information.

Changes to this policy

We may update this policy from time to time. The date at the top shows when it was last changed.