Privacy

Last updated: 19th August 2025

Acorn Continuing Healthcare (“we”, “our”, or “us”) is committed to protecting your privacy. This Privacy Policy explains how we collect, use, and protect your personal information when you contact us or use our services.

1. Who We Are

Acorn Continuing Healthcare is a UK-based company providing advice and assistance in relation to NHS Continuing Healthcare (CHC) funding claims.
If you have any questions about this Privacy Policy or your data, you can contact us by completing the form on our Contact Us page.

2. What Information We Collect

We may collect and process the following personal information:

Name
Email address
Phone number
Any other information you choose to provide in messages or voicemails
Health and care-related information relevant to Continuing Healthcare assessments

We collect this information when you:

Complete a contact form on our website
Call our office and leave a voicemail
Communicate with us by email or phone
Provide information during the course of our service delivery

We may also receive personal information from third parties, including:

GP surgeries
Hospitals
Care homes and nursing homes
Care agencies
NHS bodies involved in Continuing Healthcare assessments

This may include medical records, care notes, assessments, and other relevant information required to assist with your claim.

3. Special Category Data

Some of the personal data we process may be considered special category data, such as details relating to your physical or mental health.
We only process this type of data where it is necessary for the services we provide, and where we have a lawful basis to do so under data protection law. This includes helping to assess, advise on, or appeal NHS Continuing Healthcare funding decisions.

4. How We Use Your Information

We use your personal information to:

Respond to your enquiries
Provide advice and support relating to NHS Continuing Healthcare funding
Review and assess information relevant to your case
Liaise with healthcare professionals and NHS bodies where appropriate
Maintain internal records
Improve our services
Contact you with relevant updates or information where appropriate

We do not use your data for automated decision-making or profiling.

5. Legal Basis for Processing

We process your personal data under the following legal bases:

Under Article 6 (UK GDPR):

Consent – when you provide information via our contact form or voicemail, or give permission to access information on your behalf
Legitimate interests – to respond to your requests or enquiries, and to provide services
Contract – where processing is necessary to perform a service you’ve asked us to provide
For Special Category Data under Article 9 (UK GDPR):
Explicit consent – where you give permission for us to access or process your health or care information
Legal claims – where processing is necessary for the establishment, exercise, or defence of legal claims
Health or social care purposes – where processing is necessary for the provision of advice related to health or social care funding under NHS Continuing Healthcare

6. How We Store and Protect Your Information

We take appropriate technical and organisational measures to protect your data, including:

Secure digital storage systems
Password protection and encryption where applicable
Restricted access to personal information
Internal policies and staff training on data protection

We retain your data only for as long as necessary to fulfil the purposes for which it was collected, including legal, accounting, or regulatory requirements.

Retention Period:
We generally retain personal data for up to six years after your matter is concluded. In some cases, we may retain data for longer where legally required or where there is an ongoing need (e.g., if your claim is reopened).

7. Sharing Your Information

We do not sell, rent or trade your personal information.
We may share your data with trusted third parties or service providers who help us deliver our services (e.g., secure email or IT providers), but only where necessary and under strict confidentiality and data protection agreements.

We may also share or receive data from relevant third parties such as:

GP surgeries
Hospitals
Care homes and nursing homes
Care agencies
NHS bodies involved in Continuing Healthcare assessments

This is done only where necessary to assist with your CHC case and always in compliance with data protection law and professional confidentiality obligations.

We may also disclose your information if required to do so by law or where necessary to protect our legal rights.

8. Your Rights

Under UK data protection law, 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 (“right to be forgotten”)
Object to or restrict how we process your data
Withdraw your consent at any time, where processing is based on consent
Lodge a complaint with the Information Commissioner’s Office (ICO): www.ico.org.uk

To exercise your rights, please contact us using the details provided on our Contact Us
page.

9. Cookies

Our website may use basic cookies to enhance user experience and improve functionality.
We use Google Analytic cookies to collect data on website use. This does not collect any personal data.
You can control cookie settings via your browser. We do not use cookies for advertising, profiling, or third-party tracking.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect legal, technical, or business changes. Any updates will be posted on this page with an updated revision date.

11. Contact Us

If you have any questions about this Privacy Policy or how your data is handled, please contact us by completing the form on our Contact Us page.
Acorn Continuing Healthcare Ltd, 71–75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ