Last updated: 30 August 2026
TrustMatch Care Ltd (“TrustMatch Care”, “we”, “us” or “our”) is an introductory care agency.
We help individuals and families find and be introduced to suitable self-employed carers.
For the purposes of UK data protection law, TrustMatch Care Ltd is the data controller responsible for the personal information described in this Privacy Policy.
TrustMatch Care Ltd
Company number: 16120207
Registered office:
16 Stone Barton
Cranbrook
Exeter
Devon
England
EX5 7FA
Website: https://trustmatchcare.co.uk
This Privacy Policy explains how we collect, use, store and protect personal information when you:
• visit our website;
• contact us about care;
• submit an enquiry;
• become a client;
• apply or register as a self-employed carer;
• communicate with us;
• use our introductory agency services; or
• otherwise provide personal information to us.
We handle personal information in accordance with applicable UK data protection law, including the UK GDPR and Data Protection Act 2018.
Depending on your relationship with us, we may collect the following information.
Identity and contact information
• name;
• address;
• postcode;
• telephone number;
• email address; and
• other contact details.
Care enquiry information
Where you contact us about care for yourself or somebody else, we may collect information such as:
• who requires support;
• the type of support required;
• location;
• preferred times or availability;
• urgency;
• preferences relevant to matching with a carer; and
• information you choose to provide about the person’s circumstances.
Health and care information
Some information provided during a care enquiry may relate to an individual’s physical or mental health, disability, mobility or care needs.
Health information is classed as special-category personal data and receives additional protection under UK data protection law.
Where we process special-category information, we will only do so where we have an appropriate lawful basis and an applicable condition under data protection law. Where appropriate, this may include obtaining explicit consent.
Carer information
If you apply or register as a self-employed carer, we may collect information including:
• contact and identification details;
• work history and experience;
• qualifications and training;
• availability;
• geographical areas in which you are willing to work;
• work preferences;
• references;
• right-to-work information;
• insurance information;
• DBS information or status where appropriate; and
• information required to assess suitability for introduction to clients.
Information relating to criminal convictions or offences will only be handled where permitted by law and where appropriate safeguards are in place.
Financial and transaction information
We may process information relating to:
• invoices;
• payments;
• amounts due;
• payment history; and
• other financial records required to administer our services.
We do not normally store full payment-card details ourselves where payments are processed by a third-party payment provider.
Communications
We may retain:
• emails;
• text messages;
• telephone call notes;
• form submissions;
• correspondence;
• complaints;
• requests; and
• other communications with us.
Website and technical information
When you use our website, we may collect certain technical information such as:
• IP address;
• device and browser information;
• pages visited;
• approximate location derived from technical information;
• referral source; and
• information collected through cookies and similar technologies.
We may obtain personal information:
• directly from you;
• from a family member or representative contacting us on someone’s behalf;
• from a client or prospective client;
• from a carer or prospective carer;
• from referees;
• through our website and online forms;
• through telephone, email, SMS or other communications;
• through payment and administration systems; and
• from service providers used to operate our business.
If you provide personal information about another person, you should ensure that you have appropriate authority to provide that information to us.
We may use personal information to:
• respond to enquiries;
• understand what care or support is being sought;
• assess whether our introductory agency service may be suitable;
• identify potentially suitable self-employed carers;
• facilitate introductions between clients and carers;
• communicate with clients, families, representatives and carers;
• administer agreements and our introductory agency service;
• process invoices and payments;
• carry out appropriate carer vetting and verification;
• maintain business and financial records;
• respond to complaints or concerns;
• protect our business, clients, carers and systems from fraud or misuse;
• meet legal, regulatory, tax and accounting requirements;
• improve our website and services; and
• send marketing communications where permitted by law.
Under UK data protection law, we must have a lawful basis for using personal information.
Depending on the circumstances, we may rely on:
Contract
Where processing is necessary to take steps at your request before entering into an agreement or to perform an agreement with you.
Legal obligation
Where we need to process information in order to comply with a legal requirement.
Legitimate interests
Where processing is reasonably necessary for the legitimate operation and administration of TrustMatch Care, provided that those interests are not overridden by your rights and interests.
Examples may include managing enquiries, maintaining business records, protecting our systems, improving our service and communicating with existing clients and carers where appropriate.
Consent
Where the law requires consent or where we otherwise choose to rely upon it.
Where we rely on consent, you may withdraw that consent at any time.
Special-category information
Where we process health information or other special-category personal data, we will also identify an appropriate condition under UK data protection law.
Where appropriate, this may include explicit consent.
Withdrawing consent does not affect processing that was lawful before consent was withdrawn.
We only share personal information where there is a legitimate and lawful reason to do so.
We may share relevant information with:
• self-employed carers where necessary to consider or facilitate an introduction;
• clients or prospective clients where necessary to consider or facilitate an introduction;
• technology, CRM, website, hosting and communications providers;
• payment processors and financial service providers;
• accountants, legal advisers and other professional advisers;
• verification or administrative service providers;
• insurers where appropriate;
• government departments, regulators, courts, law-enforcement bodies or other authorities where required by law; and
• other organisations where you have authorised us to make the disclosure.
When facilitating an introduction, we aim to share only information reasonably necessary for that purpose.
We do not sell personal information to third parties.
Some organisations that provide technology or other services to us may process personal information outside the United Kingdom.
Where personal information is transferred internationally, we take reasonable steps to ensure appropriate protections recognised under UK data protection law are in place.
These may include UK adequacy regulations, approved contractual safeguards or other lawful transfer mechanisms.
We do not keep personal information for longer than reasonably necessary.
The period for which information is retained depends on factors including:
• why the information was collected;
• whether you become a client or carer;
• the duration of our relationship with you;
• contractual requirements;
• tax and accounting requirements;
• insurance requirements;
• safeguarding considerations;
• the possibility of legal claims; and
• other legal or regulatory obligations.
Information that is no longer required will be deleted, anonymised or securely disposed of where appropriate.
We take reasonable organisational and technical measures to protect personal information against:
• unauthorised access;
• accidental loss;
• misuse;
• alteration;
• disclosure; and
• destruction.
Access to personal information is limited to people and service providers who reasonably require access for legitimate business purposes.
We may contact you about TrustMatch Care services where permitted by law.
Where consent is required for electronic marketing, we will seek that consent.
Where the law permits us to rely on another lawful basis, we will only do so where appropriate.
You can ask us to stop sending marketing communications at any time.
Service-related communications necessary to deal with an enquiry, agreement, payment or existing relationship are not marketing communications.
Our website may use cookies and similar technologies to:
• operate the website;
• remember preferences;
• understand how visitors use the website;
• improve performance; and
• support relevant marketing or analytics functions.
Where UK law requires consent before a cookie or similar technology is placed on your device, we will request that consent.
You can also control cookies through your browser settings.
Depending on the circumstances, UK data protection law may give you the right to:
• ask us for access to personal information we hold about you;
• ask us to correct inaccurate or incomplete information;
• ask us to erase personal information;
• ask us to restrict the way information is used;
• object to certain processing;
• receive certain information in a portable format;
• withdraw consent where processing is based on consent; and
• raise concerns about how your information is being handled.
These rights are subject to certain legal conditions and exemptions.
We may need to verify your identity before responding to a request.
We will not normally charge a fee for exercising your data protection rights.
If you have a concern about how we use your personal information, please get in touch with TrustMatch Care first so that we have an opportunity to resolve the issue.
You also have the right to complain to the Information Commissioner’s Office (ICO), the UK’s independent data protection regulator.
Further information is available at:
Our website may contain links to websites operated by other organisations.
We are not responsible for the privacy practices of those organisations.
You should read the privacy information provided by any third-party website you visit.
We may update this Privacy Policy from time to time to reflect changes in:
• our services;
• the way we use personal information;
• technology;
• business practices; or
• legal requirements.
The latest version will be published on this page and will show the date it was last updated.
If you have any questions about this Privacy Policy, want to exercise your data protection rights, or have concerns about how we handle your information, please contact:
TrustMatch Care Ltd
Registered office:
16 Stone Barton
Cranbrook
Exeter
Devon
England
EX5 7FA
Company number: 16120207
Website: https://trustmatchcare.co.uk