At Netto Care, we are committed to protecting your privacy and ensuring a positive experience for you. This Privacy Policy outlines how we collect, use, and share your information when you interact with us through phone, email, and other channels.

1. Information We Collect

We collect the information you provide when you contact us via phone, email, or other communication channels. This may include, but is not limited to, your name, contact details, inquiry details, and any other information you provide during interactions.

2. How We Use Your Information

We may use the information you provide for the following purposes:

• To respond to your inquiries and provide customer support.

• To improve our customer experience, including follow-up on inquiries.

• To carry out quality checks and mystery shopping.

• To gather feedback from recent enquiries.

• To assist with enquiry handling and communication.

3. Sharing Your Information

To enhance our services, we may share the information you provide with our trusted partners:

• Silver Reach Media Limited: When appointed, Silver Reach Media may support us in monitoring and improving enquiry follow-up, conducting quality checks, gathering feedback, and assisting with communication.

• Trusted Care: Our trusted partner, Trusted Care, is responsible for answering your calls, scheduling appointments, following up on inquiries, and sending emails. They act on our behalf to ensure you are connected with the right person to address your query.

4. Data Processing

Netto Care Ltd acts as a data processor and will process your information in accordance with our instructions, solely for the purposes outlined in this Privacy Policy. Netto Care Ltd ensures that your data is handled securely and will delete your information when it is no longer required.

5. Call Recording

Please note that calls made to us or on our behalf are recorded for training, quality monitoring, and improvement purposes. This helps us provide you with the best possible service.

6. Data Security

We take the security of your personal data seriously. We implement appropriate technical and organizational measures to protect your data from unauthorized access, disclosure, or misuse. Your information will only be accessible to authorized personnel who need it for the purposes outlined in this policy.

7. Data Retention

Your personal data will be retained for as long as necessary to fulfill the purposes outlined in this Privacy Policy or as required by law. Once your data is no longer required, it will be securely deleted.

8. Your Rights

You have the right to:

• Access the personal data we hold about you.

• Request correction of any inaccurate or incomplete data.

• Request the deletion of your personal data (subject to certain conditions).

• Object to the processing of your personal data in certain situations.

To exercise any of these rights, please contact us at info@nettocare.co.uk.

9. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. When we make changes, we will update the “Effective Date” at the top of this policy.

10. Contact Us

If you have any questions or concerns about this Privacy Policy or how your personal data is being processed, please contact us at: info@nettocare.co.uk