Privacy Policy
Dementia Family Advice
Last updated: September 2026
Dementia Family Advice respects your privacy and is committed to protecting your personal information.
This Privacy Policy explains how Dementia Family Advice collects, uses, stores and protects personal information when you visit our website, make an enquiry, book a consultation or communicate with us.
1. Who we are
Dementia Family Advice is a dementia family support and advice service providing information, guidance and one-to-one online consultations to families and individuals affected by dementia.
For data protection purposes, the data controller is:
Hazel White
Trading as Dementia Family Advice
Email: hello@dementiafamilyadvice.co.uk
We do not publish a home address as part of our online contact details.
2. Information we may collect
Depending on how you use our service, we may collect:
• Your name
• Email address
• Telephone number, where provided
• Information you provide when making a booking or enquiry
• Information about the person you are seeking advice about
• Details about your circumstances, care needs and the support you are looking for
• Information discussed during an online consultation
• Notes made during a consultation
• Information needed to prepare a written action plan following a consultation
• Payment and transaction information relating to your booking
• Information you provide when contacting us after your consultation
• Feedback or reviews you choose to provide
Because dementia and related care information can reveal information about a person’s health, some information provided during a consultation may constitute special category personal data under UK data protection law.
We only ask for information that is relevant and necessary for providing our service and supporting you.
3. How we collect your information
We may collect personal information when you:
• Visit our website
• Complete a contact or enquiry form
• Book a consultation
• Make a payment
• Communicate with us by email
• Attend an online consultation
• Provide information during or after a consultation
• Provide feedback or a review
4. How we use your information
We may use your personal information to:
• Respond to enquiries
• Arrange and manage consultations
• Process bookings and payments
• Provide dementia information, guidance and support
• Understand the circumstances you have asked us to help with
• Make appropriate notes during consultations
• Prepare and provide an action plan where this forms part of the service
• Communicate with you about your consultation or action plan
• Respond to follow-up questions relating to the service you have purchased
• Ask for feedback about your experience
• Handle complaints or queries
• Meet legal, regulatory or accounting requirements
• Protect the security and integrity of our service
We will not use your information for purposes that are incompatible with those described in this Privacy Policy without providing appropriate information or obtaining consent where required.
5. Our lawful bases for processing your information
We will only process your personal information where we have a lawful basis to do so under UK data protection law.
Depending on the circumstances, this may include:
Contract
We may process information where it is necessary to provide a consultation or other service you have requested, manage your booking, process payment or provide an action plan.
Legitimate interests
We may process information where it is reasonably necessary for the legitimate operation and administration of Dementia Family Advice, provided that your rights and interests do not override those interests.
Legal obligation
We may process information where necessary to comply with a legal or regulatory obligation, such as accounting or tax requirements.
Consent
Where we ask for your consent for a particular use of your information, we will explain what you are consenting to. Where consent is the lawful basis, you can withdraw it at any time.
6. Information relating to health and dementia
Information concerning a person’s health is treated as special category personal data and receives additional protection under UK data protection law.
You may choose to tell us about a person’s dementia, diagnosis, symptoms, medication, care needs, behaviour or other health-related circumstances because this information may be relevant to the support you are seeking.
We will only process such information where we have an appropriate lawful basis and special category condition under data protection law.
Where explicit consent is required for the processing of health information, we will obtain that consent appropriately.
We will aim to collect only the health information that is relevant and necessary for the service being provided.
7. Online consultations
Online consultations are currently intended to take place using Zoom.
Zoom may process personal information in accordance with its own privacy policy and terms. We use Zoom to provide the online consultation service and do not use the consultation platform for purposes unrelated to providing the service.
We do not routinely record consultations.
If this changes in the future, we will explain this to you and obtain any consent or take any other steps required before recording.
8. Consultation notes and action plans
During a consultation, we may make brief notes to help us understand the issues discussed and provide an appropriate service.
Where an action plan is included as part of your consultation, information from these notes may be used to prepare that action plan.
Consultation notes and working information used to prepare an action plan will normally be retained for no longer than six weeks after the consultation, after which they will be securely deleted unless there is a legitimate reason or legal requirement to retain them for longer.
We will keep notes relevant to the service and will not deliberately collect unnecessary information.
9. Communications after your consultation
We may contact you after your consultation where this is reasonably necessary to:
• Provide or clarify your action plan
• Respond to a question relating to your consultation
• Follow up on information or resources discussed during the consultation
• Deal with an administrative matter relating to your booking
We may also ask whether you would be willing to provide feedback or a review of the service. Providing feedback or a review is entirely voluntary.
We will not use your personal information to send regular marketing newsletters or promotional emails unless we have an appropriate lawful basis to do so and, where required, have obtained your consent.
10. Who we may share your information with
We do not sell or rent your personal information.
Where necessary to provide our service, personal information may be processed by trusted service providers acting on our behalf, such as:
• Wix, which provides our website and online booking infrastructure
• Wix Payments or relevant payment service providers, where applicable, to process payments
• Zoom, for online consultations
• Other service providers where necessary to operate the business or comply with legal obligations
These providers may process information in accordance with their own privacy policies and contractual obligations.
We may also disclose information where we are legally required to do so or where disclosure is necessary to protect someone’s vital interests or comply with a legal obligation.
11. Payment information
Payments for consultations are processed through the payment services available through our website.
We do not routinely receive or store your full card or payment-card details ourselves.
Payment providers may collect and process payment information in accordance with their own privacy policies.
12. How we protect your information
We take reasonable and appropriate steps to protect personal information against accidental loss, unauthorised access, alteration, disclosure or destruction.
Access to consultation information and notes is limited to what is necessary for providing the service and managing the business.
However, no method of transmitting or storing information electronically can be guaranteed to be completely secure.
13. How long we keep your information
Consultation notes and working information used to prepare an action plan will normally be kept for no longer than six weeks after the consultation.
Other information, such as booking, payment, accounting or legally required business records, may need to be retained for longer periods where required by law or for legitimate business purposes.
We will regularly review the information we hold and securely delete or anonymise information when it is no longer required.
14. Your data protection rights
Depending on the circumstances, you may have rights under UK data protection law, including the right to:
• Ask for a copy of the personal information we hold about you
• Ask us to correct inaccurate or incomplete information
• Ask us to delete your personal information where there is no good reason for us to continue processing it
• Ask us to restrict how we use your information in certain circumstances
• Object to certain types of processing
• Withdraw consent where we are relying on consent
• Request your information in a portable format where the right applies
These rights are subject to certain legal conditions and exemptions.
To exercise your rights, please contact:
hello@dementiafamilyadvice.co.uk
We may need to verify your identity before responding to a request.
15. Cookies and website technology
Our website may use cookies and similar technologies to provide website functionality, understand how visitors use the website and improve the website.
The cookies used will depend on the features and services enabled on the website.
Where consent is required for particular cookies or tracking technologies, we will provide the appropriate choice and information.
16. Third-party websites
Our website may contain links to other websites or services.
We are not responsible for the privacy practices, content or security of third-party websites. We recommend that you read the privacy policy of any website you visit.
17. Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our services, technology, legal requirements or how we process personal information.
The latest version will be published on this page, with the date shown at the top.
18. Contact us
If you have any questions about this Privacy Policy or how Dementia Family Advice handles personal information, please contact:
Dementia Family Advice
Email: hello@dementiafamilyadvice.co.uk
19. Complaints
If you have a concern about how we have handled your personal information, please contact us first so that we have the opportunity to investigate and resolve your concern.
You also have the right to complain to the UK’s data protection regulator, the Information Commissioner’s Office (ICO).
Information Commissioner’s Office: https://ico.org.uk/make-a-complaint/
The ICO recommends that you generally give the organisation concerned an opportunity to resolve the issue first.