Privacy Policy

Last updated: 1 October 2026

Hub Care Support takes your privacy seriously. This Privacy Policy explains how we collect, use, store and share personal information when you use our website, contact us, make an enquiry, use our introduction service, apply to become a Personal Assistant, or otherwise interact with Hub Care Support.

Hub Care Support operates as a business management platform and introduction service. We introduce people looking for care and support to independent Personal Assistants who have been approved by QCAS, the Quality Care Approval Scheme.

Personal Assistants are independent and are not employed, managed, supervised or directed by Hub Care Support in relation to the care or support they provide. We do, however, process personal information in order to operate our introduction service, respond to enquiries, maintain our systems, meet legal and regulatory requirements and fulfil safeguarding responsibilities where applicable.

Who we are

For the purposes of UK data protection law, the controller of personal information collected and used by the main Hub Care Support website and central Hub Care Support operations is:

Hub Care Support Ltd
8 Summerleys Road
Princes Risborough
Buckinghamshire
HP27 0BQ

Email: info@hubcaresupport.co.uk
Telephone: 01494 771935

Hub Care Support operates through a network of local branches. Some branches are operated by independent franchisees or local Hub Care Support representatives.

Where you deal directly with a local Hub Care Support branch, that branch may be a separate data controller for personal information it collects and uses for its own local purposes. This may include information relating to local care or support enquiries, Personal Assistant applications, introductions and branch-level Right to Work checks.

Local branches are responsible for handling data protection requests relating to personal information they control.

You can find local branch contact details on the relevant branch website. If you are unsure which branch your request relates to, you can contact Hub Care Support centrally and we will help direct your request where appropriate.

Hub Care Support Ltd may also process personal information for central purposes, including operating the main website, managing central enquiries, routing enquiries to local branches, maintaining systems, supporting brand standards, dealing with central administration, safeguarding concerns, legal obligations and service improvement.

Where Hub Care Support Ltd and a local branch both process personal information, each organisation is responsible for the information it controls.

What this policy covers

This policy applies to personal information collected through or in connection with:

• our website;
• online forms;
• postcode search and branch-routing tools;
• telephone calls;
• emails and messages;
• enquiries about care or support;
• enquiries and applications from Personal Assistants;
• branch or franchise enquiries;
• QCAS-related enquiries where relevant;
• Right to Work checks;
• safeguarding or concerns handling;
• administration connected with the introduction service; and
• cookies, analytics and website technologies.

This policy does not cover websites operated by independent third parties. Where you follow a link to another organisation’s website or service, you should also read that organisation’s privacy information.

Personal information we may collect

The information we collect depends upon how you interact with us.

We may collect information including:

• your name;
• contact details such as email address, telephone number and postal address;
• postcode or location information;
• information about the type of care or support being requested;
• information about the person who may receive support, where relevant;
• details of family members, representatives or other contacts;
• enquiry details and messages;
• branch or local-area information;
• records of communications;
• website usage information, such as pages visited and forms submitted;
• technical information including IP address, browser type and device information; and
• marketing preferences.

Personal Assistant information

Where you enquire about becoming, or are registered as, a Personal Assistant, we may also collect information such as:

• your name and contact details;
• work history and experience;
• training and qualifications;
• insurance or professional information;
• information relevant to QCAS approval or suitability;
• Right to Work information;
• identity information;
• documents or information supplied in connection with your application or registration; and
• records connected with introductions and branch administration.

Right to Work information

Where required by law, Hub Care Support and/or the relevant local Hub branch may collect and retain information necessary to complete and evidence a Right to Work check.

Depending on the method used, this may include:

• copies of British or Irish passports or other prescribed Right to Work documents;
• information contained in those documents;
• Home Office Right to Work share codes;
• Home Office online Right to Work check results;
• reports produced by registered Right to Work Digital Verification Service Providers;
• identity and facial-comparison results supplied as part of an approved digital Right to Work check;
• the date a Right to Work check was completed;
• the identity of the person or organisation completing the check;
• any restrictions on the individual’s Right to Work;
• immigration permission or follow-up dates where applicable; and
• evidence from subsequent or follow-up Right to Work checks.

Where a registered Digital Verification Service Provider is used, the provider may process identity documents and facial information in order to verify identity and eligibility. The provider’s own privacy information will explain how it processes information within its verification service.

Where Hub or a local Hub branch receives or retains identity-comparison information, it will only do so where there is an appropriate lawful basis and, where applicable, a relevant condition for processing special-category data under UK data protection law.

Right to Work information is collected for the purpose of complying with applicable immigration and Right to Work requirements and maintaining evidence that the required checks have been completed.

Where the law treats an introduction or matching service as an employer for the limited purposes of the Right to Work Scheme, this does not in itself change the independent status of a Personal Assistant for general employment purposes.

Care and support information

Because Hub Care Support deals with care and support enquiries, you may provide information relating to matters such as:

• health or medical conditions;
• disability;
• mobility;
• personal care requirements;
• family circumstances;
• vulnerability;
• safeguarding matters; or
• other sensitive information relevant to the support being requested.

Some of this information may be classed as special-category personal data under UK data protection law.

We only ask for, use or share this type of information where it is relevant and where we have an appropriate lawful basis and, where required, a condition permitting the processing of special-category information.

Please only provide information that is relevant to your enquiry or to the support being requested.

How we use your information

We may use personal information to:

• respond to enquiries;
• identify and direct you to the appropriate local Hub branch;
• operate postcode-search and branch-routing tools;
• explain how Hub Care Support works;
• support introductions between people looking for care or support and independent QCAS-approved Personal Assistants;
• communicate with you about your enquiry or registration;
• manage Personal Assistant enquiries and applications;
• liaise with QCAS where relevant;
• complete, record and maintain Right to Work checks where required by law;
• arrange or use registered Right to Work Digital Verification Services;
• carry out necessary follow-up Right to Work checks;
• manage branch, franchise or partnership enquiries;
• provide administration connected with the introduction service;
• operate website forms, records and communications;
• improve our website and services;
• respond to complaints, concerns or safeguarding information;
• protect people where safeguarding or criminal concerns arise;
• comply with legal, regulatory, insurance or professional obligations;
• maintain appropriate business and compliance records; and
• send marketing communications where permitted.

Our lawful basis for using personal information

We must have a lawful basis under UK data protection law before processing personal information.

Depending upon the circumstances, we may rely on one or more of the following.

Consent

We may rely on consent where you have freely and clearly agreed to a particular use of your information, for example receiving certain marketing communications.

Where processing is based on consent, you may withdraw that consent at any time.

Contract or steps before entering into an arrangement

We may process personal information where this is necessary to take steps at your request before entering into an arrangement or to provide services connected with an enquiry, application, introduction or other request.

Legitimate interests

We may process information where this is necessary for our legitimate interests, or those of another person or organisation, provided those interests are not overridden by your rights and freedoms.

This may include:

• responding to enquiries;
• managing communications;
• administering our introduction service;
• operating and protecting our website and systems;
• maintaining business records;
• preventing misuse of our services;
• supporting local branch administration; and
• improving how our services operate.

Legal obligation

We may collect, use, retain or share personal information where this is necessary to comply with a legal obligation to which we are subject.

This includes information required to carry out and evidence prescribed Right to Work checks in accordance with applicable immigration legislation and Home Office requirements.

Where we rely on legal obligation as our lawful basis, the processing does not depend upon the individual’s consent.

Right to Work information will only be collected and used to the extent reasonably necessary to complete, evidence, maintain and, where required, repeat the relevant checks.

Vital interests

In urgent situations we may use or share information where this is necessary to protect someone’s life or physical safety.

Special-category data

Where we process special-category information, such as health, disability or qualifying biometric information, we will only do so where there is both:

• a lawful basis under UK GDPR; and
• an appropriate additional condition permitting the processing of that special-category information.

The relevant condition will depend upon the circumstances and may include legal obligations, safeguarding, substantial public interest, legal claims, employment or social-protection obligations where applicable, or explicit consent where that is the appropriate basis.

People looking for care or support

If you contact Hub Care Support because you or someone else is looking for care or support, we may use the information you provide to understand the enquiry, identify the appropriate local Hub and help progress your request.

Relevant information may be shared with:

• the appropriate local Hub branch;
• a Hub Care Support franchisee or local representative;
• independent QCAS-approved Personal Assistants where an introduction is being considered or made;
• QCAS where relevant;
• service providers that help operate our website, forms, systems and communications; or
• other organisations where there is an appropriate lawful reason.

We aim to share only information that is relevant and necessary for the purpose concerned.

Personal Assistant enquiries, applications and registrations

If you contact us about becoming a Personal Assistant, or you are registered with a Hub branch, we may use your information to:

• respond to your enquiry;
• explain the application and introduction process;
• administer your registration;
• support progression through QCAS approval;
• maintain appropriate compliance records;
• complete required Right to Work checks; and
• administer introductions to potential Service Users.

Information may be shared with QCAS, registered verification providers or other appropriate service providers where this is necessary for approval, onboarding, Right to Work verification or related administration.

Personal Assistants introduced through Hub Care Support remain independent and Hub Care Support does not manage or direct the services they provide following an introduction.

QCAS

QCAS, the Quality Care Approval Scheme, is responsible for approving Personal Assistants against its own standards and requirements.

Where relevant, information may be shared with QCAS in connection with:

• Personal Assistant approval;
• verification or suitability information;
• approval status;
• concerns relating to a Personal Assistant;
• safeguarding or conduct matters; and
• compliance with QCAS standards or its Code of Conduct.

QCAS may act as a separate data controller and may have its own privacy policy explaining how it processes personal information.

A Right to Work check carried out by QCAS for its own purposes does not necessarily replace any separate Right to Work check which a local Hub branch is required to complete.

Safeguarding and criminal concerns

Where we receive information suggesting that someone may be at risk of harm, abuse, neglect or exploitation, or that a crime may have been committed, we may share relevant information with appropriate organisations.

Depending on the circumstances, this may include:

• local-authority safeguarding teams;
• the police;
• emergency services;
• QCAS;
• healthcare professionals;
• professional advisers;
• insurers; or
• other appropriate bodies.

Hub Care Support does not carry out statutory safeguarding or criminal investigations. These remain the responsibility of the appropriate authorities.

Where somebody is at immediate risk of harm, call 999.

Marketing

We may use your contact details to send updates, newsletters or marketing information where you have agreed to receive them or where we are otherwise legally permitted to do so.

You may unsubscribe from marketing communications at any time by using the unsubscribe option in the communication or by contacting us.

We do not sell personal information to third parties for marketing purposes.

Cookies and analytics

Our website may use cookies and similar technologies to:

• operate the website;
• improve user experience;
• understand how visitors use the site;
• maintain security and performance; and
• support appropriate analytics.

Cookies and similar technologies may collect information such as IP address, browser type, device information, pages visited and interactions with the website.

Where required by law, we will ask for consent before using non-essential cookies.

Please see our Cookie Policy for further information.

Who we share information with

Where appropriate and lawful, personal information may be shared with:

• local Hub Care Support branches, franchisees or local representatives;
• independent QCAS-approved Personal Assistants where relevant to an introduction;
• QCAS;
• registered Right to Work Digital Verification Service Providers;
• identity verification providers;
• website, hosting, form, email, IT and CRM providers;
• payment, invoicing or administrative platform providers;
• analytics and cookie providers where permitted;
• professional advisers such as accountants, solicitors and insurers;
• safeguarding bodies;
• local authorities;
• police or emergency services;
• regulators, courts or public authorities where required by law; and
• other organisations where necessary to protect someone from harm or meet a legal obligation.

Where a registered Right to Work Digital Verification Service Provider is used, only information necessary to undertake or evidence the relevant verification should be processed.

Such a provider may carry out document-authenticity checks, identity verification and facial comparison and provide the relevant Hub branch with a Right to Work report or verification result.

Where information is shared with a local Hub Care Support branch for a local enquiry, Personal Assistant registration, Right to Work check, care introduction or other branch-level matter, that branch may process the information as a separate controller for its own purposes.

We only share personal information where there is a lawful reason to do so and aim to share only what is necessary.

International transfers

Some organisations providing services to us may process information outside the United Kingdom.

Where personal information is transferred internationally, we will take appropriate steps to ensure that an appropriate legal mechanism or safeguard is in place where required by UK data protection law.

How long we keep information

We retain personal information only for as long as necessary for the purpose for which it was collected and to meet applicable legal, regulatory, safeguarding, insurance, accounting or business-record requirements.

Retention periods will depend upon the nature of the information and why it is held.

As a general guide:

• general enquiries may be retained for as long as necessary to respond and maintain appropriate records;
• care and support enquiries may be retained for an appropriate period to manage the enquiry, support continuity and retain records of communications or introductions;
• Personal Assistant application and registration information may be retained for an appropriate period in connection with approval, registration, onboarding, compliance records and future enquiries;
• safeguarding or concerns records may be kept for longer where necessary because of the seriousness of the matter, safeguarding responsibilities, insurance requirements or legal obligations;
• marketing records may be retained until you unsubscribe or ask us to stop contacting you; and
• website analytics and cookie information may be retained according to the settings of the relevant tools and our Cookie Policy.

Right to Work records

Right to Work records and supporting evidence will be retained for the period required by Home Office Right to Work requirements.

This will normally mean retaining the evidence for the duration of the relevant relationship and for a further two years afterwards.

The records retained may include:

• copies of passports or other prescribed documents;
• Home Office online Right to Work results;
• reports downloaded from registered Digital Verification Service Providers such as Care Check/TrustID;
• identity or facial-comparison evidence forming part of the prescribed check;
• records of the date and method of checking;
• work restrictions or follow-up dates; and
• subsequent Right to Work check evidence.

At the end of the required retention period, the information will be securely deleted or destroyed unless there is another lawful reason requiring it to be retained.

We may anonymise information so that it can no longer identify an individual. Properly anonymised information may be retained for statistical, reporting or service-improvement purposes.

How we protect your information

We take reasonable organisational and technical measures to protect personal information against unauthorised access, accidental loss, misuse, alteration or disclosure.

These measures may include:

• secure systems;
• access controls;
• restricted permissions;
• staff guidance and procedures;
• appropriate service providers; and
• security measures for websites, communications and electronic records.

Right to Work documents and verification results are treated as confidential compliance records. Access should be restricted to authorised personnel and the information stored securely so that it can be produced if required for a lawful Home Office or compliance investigation.

Where a branch completes a Right to Work check, that branch is responsible for ensuring that it securely retains the evidence required for its own check.

No electronic system or method of communication can be guaranteed to be completely secure. Please take appropriate care when sending personal or sensitive information electronically.

Your data protection rights

Depending on the circumstances, UK data protection law may give you rights including:

• the right to be informed about how your information is used;
• the right to access personal information held about you;
• the right to have inaccurate information corrected;
• the right to request erasure in certain circumstances;
• the right to request restriction of processing in certain circumstances;
• the right to object to certain processing;
• the right to data portability in certain circumstances;
• the right to withdraw consent where processing is based on consent; and
• rights relating to automated decision-making where applicable.

These rights do not apply in every situation. For example, the right to erasure may not apply where we are legally required to retain information.

We may need to verify your identity before responding to a request.

To exercise your rights, please contact us using the details set out in this policy. If your request relates specifically to information controlled by a local Hub branch, we may direct you to that branch.

Complaints

If you have concerns about the way your personal information has been handled, please contact us first so that we can try to resolve the matter.

You also have the right to complain to the Information Commissioner’s Office (ICO), the UK’s data protection regulator.

Information Commissioner’s Office
Website: https://ico.org.uk
Telephone: 0303 123 1113

Links to other websites

Our website may contain links to local Hub Care Support branch websites, QCAS, government resources and other third-party websites or services.

Hub Care Support is not responsible for the privacy practices of independent third-party websites. You should review the relevant privacy information when using another organisation’s website or service.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time, including where our services, systems or legal obligations change.

The latest version will be published on this page and the date at the top will be updated accordingly.