Privacy Notice

Who is responsible

On Hand is operated by Matt Hallows, who is responsible for the personal information used by the business. Privacy questions can be sent to onhanddorset@gmail.com or raised on 07955 716 474.

What information is collected

• Name, address and contact details.
• Visit arrangements, preferences and access information.
• Emergency and agreed family or representative contacts.
• Relevant safety, household, health or wellbeing information needed to provide the service safely.
• Payment, invoice, purchase and receipt records.
• Messages, complaints, incidents or safeguarding records where relevant.

Why it is used

Information is used to respond to enquiries, arrange and provide the agreed service, communicate with customers, manage payments and records, keep people safe, respond to concerns, and meet legal or insurance requirements. Depending on the purpose, On Hand relies on the service contract, legitimate interests, legal obligations or vital interests in an emergency. Sensitive information is kept to the minimum necessary and used only where an appropriate lawful condition applies.

Sharing

Routine information is not shared with family, representatives or other organisations without the customer’s permission. Information may be shared where it is necessary and lawful for safeguarding, immediate safety, legal obligations, insurance claims or another valid reason.

Security and retention

Electronic records are protected by device and account security and secure storage. Paper records are kept securely. Information is reviewed and deleted when it is no longer reasonably needed. Tax, accounting, insurance, complaint, incident and safeguarding records may be kept for the period required by their purpose or by law.

Your rights

You can ask what personal information On Hand holds about you, ask for inaccurate information to be corrected and raise a privacy concern. Depending on the circumstances, you may also have rights to access, erasure, restriction or objection. If you remain concerned, you can complain to the Information Commissioner’s Office.

Website information

The website records limited, anonymous information about page views, estimated visit starts, broad referral sources, campaign links and clicks on On Hand contact buttons. A short random code links events from one page load and prevents duplicate records; it is not saved on the device or reused on later visits. The website does not record names, contact details, full IP addresses or persistent device identifiers. See the Cookies page for more information.

Updates

This notice is kept under review and will be updated if the way personal information is used changes.