Privacy notice
Families tell us difficult, personal things — diagnoses, money worries, family disagreements. This page explains exactly what we collect, why we collect it, who ever sees it, how long we keep it, and how to make us delete it.
Who we are and who controls your information
My Care Direction is a trading name of MCB-HUB Ltd, a company registered in England & Wales (company number 13962703). Our registered office is Generator Building, Counterslip, Bristol, England, BS1 6BX. Our VAT registration number is 479 0951 48.
For the purposes of the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, MCB-HUB Ltd is the data controller for the personal information described in this notice. That means we decide what information is collected, why, and how it is looked after.
If you have any question about this notice, or you want to exercise any of the rights set out below, email [email protected] or write to us at the registered office above and mark your letter Data Protection.
This notice was last reviewed on the date shown at the foot of this page. We will always tell you here if it changes in a way that affects you.
What information we collect
We collect different information depending on how you use the site. Not everything below will apply to you.
Information you give us
Through our forms, quizzes, calculators, chat widget, telephone, email or during a consultation.
- Identity and contact details — your name, email address, telephone number, postcode or town, and your relationship to the person needing care
- The situation you describe — what is happening, what you have already tried, what you are worried about, and any deadlines you are working to
- Health information about the person needing care — for example a diagnosis, mobility, continence, cognition, behaviour, current care arrangements, hospital or discharge status. This is special category data and is handled as set out below
- Financial information in bands, not detail — for example whether savings are under £23,250, whether a property is involved, whether an attorney or deputy is in place. We ask for ranges wherever a range will do
- Records of your contact with us — emails, chat transcripts, notes of calls and consultations, and documents you choose to send us
Information we collect automatically
Only where you have allowed it, or where it is strictly necessary to make the site work.
- Technical information such as browser type, device type, approximate location derived from your IP address, and the pages you viewed
- How you reached us — for example a search engine, a QR code on a leaflet, a link from a solicitor or a social media post
- Cookie and similar identifiers, explained in full in our cookie policy
Information from other people
- From a professional who refers you to us — for example a solicitor, financial adviser, case manager, hospital discharge team, hospice or care provider. We expect the referrer to have told you first and to have your agreement
- From a family member acting on your behalf, or from an attorney, deputy or executor
- From publicly available sources such as Companies House or a professional register, where we are checking a professional referral partner
Why we use it, and our lawful basis
Under UK GDPR we must have a lawful basis for everything we do with your information. Ours are set out below.
To answer your enquiry and give you guidance
Lawful basis: legitimate interests — responding to someone who has asked us for help — or performance of a contract once you engage us for a paid service.
To record and consider health information
Lawful basis: your explicit consent under Article 9(2)(a) UK GDPR. You do not have to give us health information; if you would rather not, tell us and we will keep our guidance general. You can withdraw your consent at any time and we will delete that part of the record.
To deliver a service you have bought and keep proper records of it
Lawful basis: performance of a contract, and legal obligation for accounting and tax records.
To send you the guide, checklist or webinar link you asked for, and follow-up emails about it
Lawful basis: your consent, which you give by asking for it. Every email has a one-click unsubscribe and we act on it immediately.
To improve the site, understand which pages help people, and measure our marketing
Lawful basis: your consent for analytics and marketing cookies; legitimate interests for aggregated, non-identifying statistics.
To keep the site secure, prevent misuse and defend legal claims
Lawful basis: legitimate interests, and legal obligation where we are required to act.
To route an urgent or safeguarding concern to the right place
Lawful basis: vital interests where someone appears to be at immediate risk, and substantial public interest (safeguarding) under Schedule 1 of the Data Protection Act 2018. If we believe an adult is at risk of harm we may pass information to the relevant local authority safeguarding team, the NHS or the emergency services, and we may not be able to ask you first.
Who we share your information with
We do not sell your information and we do not pass it to care providers, care homes, insurers or lenders so they can market to you. We share it only in these situations:
- Suppliers who run our systems on our instructions — our customer relationship and website platform, email delivery, telephony, video conferencing, document storage and accounting software. Each is bound by a written contract that limits them to acting on our instructions
- A professional we introduce you to, such as a solicitor, financial adviser or care provider — but only with your agreement, and only the information needed for the introduction
- A professional who referred you to us, where they need to know the referral has been picked up
- Our own professional advisers — for example our accountant or, if it were ever necessary, our solicitor or insurer
- Regulators, safeguarding teams, the NHS or the police where we are required to share, or where someone appears to be at immediate risk
If our business were ever sold or reorganised, information could transfer to the buyer, who would be bound by this notice.
How long we keep it
- Enquiries that do not become clients — up to 24 months from your last contact, then deleted. Health information within an unconverted enquiry is deleted after 12 months
- Client files — 6 years from the end of the engagement, which is the period in which a claim could normally be brought
- Accounting and tax records — 6 years plus the current financial year, as required by HMRC
- Marketing consents and unsubscribes — for as long as we operate, so that we can prove we had permission and honour your opt-out
- Safeguarding records — in line with the expectations of the local authority we reported to
- Website analytics — in aggregated form only, as set out in our cookie policy
How we protect it
Access is limited to Francis and Samantha and, where strictly necessary, to a supplier acting on our instructions. Accounts are protected by strong passwords and two-factor authentication. Devices are encrypted. We keep the amount of information we hold deliberately small, because the safest information is the information we never collected.
What you can ask us to do
You have the following rights over your information. They are free to use and we will normally respond within one calendar month.
- Be told what we hold and why — this notice, plus anything else you ask
- See a copy of the information we hold about you (a subject access request)
- Correct anything that is wrong or incomplete
- Have it deleted where we no longer need it and no legal duty requires us to keep it
- Restrict what we do with it while a question about it is resolved
- Object to us relying on legitimate interests, and object to direct marketing at any time — marketing objections are always honoured
- Take it with you in a portable format where we hold it by consent or under a contract
- Withdraw consent at any time, including consent to hold health information
If you are asking on behalf of someone else, we will need to be satisfied that you are entitled to — for example a lasting power of attorney, a deputyship order, or the person’s clear agreement.
Information Commissioner’s Office
Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Helpline 0303 123 1113
ico.org.uk/make-a-complaint
A few other things you should know
Do you use cookies and tracking
Yes, but only the strictly necessary ones until you tell us otherwise. Analytics and marketing cookies are off until you accept them, and you can change your mind at any time. Everything is listed in our cookie policy.
Do you make automated decisions about me
No. Our quizzes and calculators produce indicative results to help you think, not decisions. Every result is worded as an area to explore, and any recommendation that affects you is made by a person.
Do you collect information about children
Our services are for adults. We do not knowingly collect information about anyone under 18. If a child’s information reaches us as part of a family situation we will keep it to the minimum needed and delete it as soon as we can.
What if I gave you information about someone else
That is normal in care — most enquiries are made by a son, daughter, spouse or attorney. Please tell the person that you have contacted us, where you reasonably can. If they ask us, we will tell them what we hold and honour their rights, and we will always take account of what they want.
Will you send me marketing I did not ask for
No. We only send guides, updates and webinar invitations to people who asked for them, and every message has a one-click unsubscribe. We do not buy or rent mailing lists.
What happens if there is a data breach
We investigate immediately, contain it, and where there is a risk to you we tell you and the Information Commissioner’s Office within 72 hours of becoming aware, as the law requires.
Want to know what we hold about you?
Ask us. We would rather answer a data question in a day than leave you wondering.
Last reviewed: February 2026. MCB-HUB Ltd is the data controller. Registered in England & Wales, company number 13962703.Independent · no commission from any care provider · fees published
Professionals