1. Who we are
Lumejej Companions Ltd provides non-regulated companionship and befriending services for adults. We are registered in England and Wales under company number 17413951. Our registered office is 48 Maple Avenue, Shildon, County Durham, DL4 2AG. We are the data controller for the personal information described in this policy.
For privacy questions or requests, email hello@lumejejcompanions.co.uk or call 07417 400966.
2. Information we may collect
We only collect information that is relevant to your enquiry or service. This may include:
- name, address, email address and telephone number;
- contact details for relatives, representatives or emergency contacts;
- enquiry details, communication preferences and service requirements;
- visit notes, agreements, consent records, risk information and complaints;
- payment and transaction records; and
- information provided by a family member, representative or professional involved with your permission.
Where necessary to provide a safe service, we may collect sensitive information such as relevant health, disability or support information. Please do not send highly sensitive medical or financial information through our website enquiry form.
3. Why we use your information
We may use personal information to:
- respond to enquiries and arrange introductory conversations;
- assess whether our service is suitable and plan companionship safely;
- provide, review and manage agreed services;
- communicate with you and, where agreed, people involved in your support;
- take payments, keep accounts and meet legal obligations;
- manage concerns, complaints, incidents and safeguarding matters; and
- improve our service and protect our legitimate business interests.
4. Our lawful reasons
Under UK data protection law, we use personal information where it is necessary to take steps before or fulfil a contract, meet a legal obligation, protect someone’s vital interests, or pursue our legitimate interests in running a safe and effective service. We use consent where this is the appropriate basis.
If we need to use special category information, such as relevant health information, we will also identify an appropriate additional condition. This may include your explicit consent, vital interests in a genuine emergency, or a condition provided by law for safeguarding. Where consent applies, you may withdraw it at any time, although this will not affect earlier lawful use.
5. Who we may share information with
We do not sell personal information. We may share the minimum necessary information with:
- companions and authorised people working for Lumejej Companions Ltd;
- Formspree, which processes and delivers enquiries submitted through our website;
- trusted providers supporting our administration, payments, communications or secure systems;
- family members, representatives or professionals where you have agreed;
- emergency services, safeguarding authorities or other organisations where required to protect someone from serious harm; and
- regulators, insurers, legal advisers or public authorities where required by law.
Providers acting for us must protect the information and use it only for the agreed purpose.
6. How long we keep information
- Enquiries that do not become clients: normally 12 months after the last contact.
- Core client records, agreements, consent, plans, risks and visit records: normally 6 years after the service ends.
- Complaints and incident records: normally 6 years after closure.
- Safeguarding records: normally 6 years after closure, or longer where there is a clear legal or safeguarding reason.
- Financial and accounting records: at least 6 years where required.
- Marketing preferences: until you ask us to stop or the information is no longer needed.
We may keep information longer when the law, a legal claim, insurance requirement or continuing safeguarding concern requires it. We securely delete or anonymise information when it is no longer needed.
7. How we protect information
We use appropriate practical and technical safeguards, limit access to people who need the information, and expect confidentiality from everyone working with us. No system can be guaranteed completely secure, but we take reasonable steps to reduce risk.
8. Your rights
Depending on the circumstances, you may have the right to ask us for a copy of your information, correct it, delete it, restrict or object to its use, or receive certain information in a portable format. You may also withdraw consent where we rely on it.
Contact us using the details above. We may need to confirm your identity before responding. You also have the right to complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint.
9. Website and policy updates
When you submit our website enquiry form, the details are securely processed by Formspree and delivered to Lumejej Companions Ltd. We may update this policy when our service or legal responsibilities change. The latest version will appear on this page.