Privacy and Cookie Policies

Privacy Policy

1.  Introduction 

Like most companies, Castleoak and its subsidiaries need to collect and use your personal details for a variety of purposes. This privacy notice provides you with details of what information we collect and how we process your personal data including any information you may provide through our website.  

Castleoak* is responsible for your personal data (referred to as “we”, “us” or “our” in this privacy notice). If you have any questions or concerns about our personal data policies and procedures, please contact us by using the Contact us form, by writing to Data Protection, Castleoak Holdings Limited, Raglan House, Malthouse Avenue, Cardiff Gate Business Park, Cardiff CF23 8BA or by sending an email to 


*Castleoak Holdings Limited is the ultimate owner of Castleoak Care Partnerships Limited, Castleoak Timber Frame Limited, Castleoak Construction Limited, Castleoak Care Developments Limited and Castleoak Holdings (Cardiff Gate) Limited 
If you are not happy with any aspect of how we collect and use your data please Contact us so that we can try to resolve your concern. 
You have the right to complain to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues
It is very important that the information we hold about you is accurate and up to date. If your personal information changes please Contact us or email 


2.  Data we collect about you

Personal data means any information capable of identifying an individual; however it does not include anonymised data. 
Typically, the business to business personal data we collect about you is limited to the types of information found on a business card. 
We may process certain types of personal data about you as follows: 

  • Identity Data may include your first name, last name, username, marital status, title and date of birth. 

  • Contact Data may include your billing address, delivery address, email address and telephone numbers. 

  • Financial Data may include your bank account 

  • Transaction Data may include details about payments between us and other details of purchases made by you. 

  • Technical Data may include your login data, internet protocol addresses, browser type and version, browser plug-in types and versions, time zone setting and location, operating system and platform and other technology on the devices you use to access our website. 

  • Website Usage Data may include information about how you use our website, products and services. 

  • Marketing Contact Preference Data may include your preferences in receiving marketing from us and your communication preferences. 

We may also process Aggregated Data from your personal information but this would not reveal your identity because it is not personal data. An example of this is where we review your Usage Data to work out the percentage of website users using a specific feature of our site. If we link the Aggregated Data with your personal data so that you can be identified from it, then it is treated as personal data. 
Sensitive data for recruitment 
The only occasion where we may collect sensitive personal data about you is during our recruitment process. This is because we are committed to ensuring that our recruitment processes are in line to equal opportunities. This may include your maiden name and gender. 
Some of the data we may collect about you comes under the umbrella of diversity information. This could be about your ethnic background, gender, disability, age, sexual orientation and religion or other similar beliefs. Where appropriate and in accordance with local laws and requirements, we'll use this information on an anonymised basis to monitor our compliance with our Equal Opportunities Policy. 
This information is termed ‘sensitive’ personal information and slightly stricter data protection rules will apply. We therefore need to obtain your explicit consent before we can use it. This means that you have to explicitly and clearly tell us that you agree to us collecting and using this information. 
Please note that you are not obliged to consent to opt-in to this and you have the right to withdraw your consent at any time. If you wish to withdraw your consent please Contact us


3. How we collect your personal data

We collect data about you through a variety of different methods including:

  • Direct interactions: You may provide data by filling in forms on our site (or otherwise) or by communicating with us by post, phone, email or otherwise, including when you: 

  • order our products or services 

  • subscribe to news or other publications 

  • request resources or marketing be sent to you 

  • enter a competition, prize draw, promotion or survey; or 

  • giving us feedback. 

  • Automated technologies or interactions: As you use our website, we may automatically collect technical data about your equipment, browsing actions and usage patterns. We collect this data by using cookies, server logs and similar technologies. We may also receive Technical Data about you if you visit other websites that use our cookies. Please see our Cookie Policy for further details. 

  • Third parties or publicly available sources: We may receive personal data about you from various third parties and public sources as set out below: 

  • analytics providers such as Google based outside the EU 

  • Contact, Financial and Transaction Data from providers of technical, payment and delivery services such as Data Interchange and BACS based inside the EU. 

  • Identity and Contact Data from publicly availably sources such as Companies House, the Electoral Register and Creditsafe Limited based inside the EU. 

4.   How we use your personal data

We will only use your personal data when legally permitted. The most common uses of your personal data are: 

  • Where we need to perform the contract between us. 

  • Where you would reasonably expect us to legitimately contact you about our products and services relevant to your role, or that you or your business have expressed an interest in 

  • Where we need to comply with a legal or regulatory obligation. 

Generally, we do not rely on consent as a legal ground for processing your personal data, other than in relation to sending marketing to you by email or post. You have the right to withdraw consent to marketing by using the Contact us form and updating your contact preferences. 
We will never share your personal information for marketing with anyone else. 
Purposes for processing your personal data   
Set out below is a description of the ways we intend to use your personal data and the legal grounds on which we will process such data. We have also explained what our legitimate interests are where relevant. 
We may process your personal data for more than one lawful ground, depending on the specific purpose for which we are using your data. Please Contact us if you need details about the specific legal ground we are relying on to process your personal data where more than one ground has been set out in the table below. 













Marketing communications  


You will receive marketing communications from us if you have: 

  1. requested information from us or purchased goods or services; or 

  1. if you provided us with your contact details  

  1. in each case, you have not opted out of receiving that marketing. 

You can opt out of receiving marketing information at any time by following the links on any marketing sent to you or by emailing . Where you opt out of receiving our marketing this will not apply to personal data provided to us as a result of a product or service purchase or other transactions. 
Change of purpose   
We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for a similar purpose. If you wish to find out more about how we are using your data please email 

We may process your personal data without your knowledge or consent where this is required or permitted by law. 


5.  Disclosures of your personal data


We may have to share your personal data with the parties set out below for the purposes set out in the table above: 

  • Other companies in our Group who provide IT and system administration services and undertake leadership reporting. 

  • Service providers who provide IT and system administration services. 

  • Professional advisers including lawyers, bankers, auditors and insurers who provide consultancy, banking, legal, insurance and accounting services. 

  • HM Revenue & Customs, regulators and other authorities based in the United Kingdom and other relevant jurisdictions who require reporting of processing activities in certain circumstances. 

  • For market research and postal mailing processing. 

  • Third parties to whom we sell, transfer, or merge parts of our business or our assets. 

We require all third parties to whom we transfer your data to respect the security of your personal data and to treat it in accordance with the law. We only allow such third parties to process your personal data for specified purposes and in accordance with our instructions. 


6.  International transfers

We may transfer your personal data outside the European Economic Area (EEA) for the purposes of Customer Relationship Management software data storage.  


7.  Data security

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. We also limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know such data. They will only process your personal data on our instructions and they are bound by a duty of confidentiality. 
We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so. 


8.  Data retention


We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements. By law we have to keep basic information about our customers for six years after they cease being customers for tax purposes. 
To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements. 

In some circumstances we may anonymise your personal data, so that it can no longer be associated with you, for research or statistical purposes in which case we may use this information indefinitely without further notice to you. In some circumstances you can ask us to delete your data: see below for further information. 


9.  Your legal rights

Under certain circumstances, you have rights under data protection laws in relation to your personal data. These include the right to: 

  • Request access to your personal data 

  • Request correction of your personal data 

  • Request erasure of your personal data 

  • Object to processing of your personal data 

  • Request restriction of processing your personal data 

  • Request transfer of your personal data 

  • Right to withdraw consent 

You can see more about these rights at: to-the- general-data- protection-regulation- gdpr/individual-rights/ 


If you wish to exercise any of the rights set out above, please Contact us. You will not have to pay a fee to access your personal data or to exercise any of the other rights. However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances. 
We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data, or to exercise any of your other rights. This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response. 
We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated. 


10. Third-party links

This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website we encourage you to read the privacy notice of every website you visit. 


11. Cookies

You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly. Read more about our Cookie Policy


12. Policy updates

We may update this Privacy Policy from time to time. We will notify you of the changes where required by law to do so. Last modified on 16th June 2020. 


Cookie Policy

What is a cookie?

A "cookie" is a piece of information that is stored on your computer or mobile device which records how you move your way around a website, so when you revisit that website it can present tailored options based on the information stored about your last visit. Cookies can also be used to analyse traffic and for advertising and marketing.

Cookies are used by nearly all websites. They do not harm your system.

You can learn about the cookies we use and how to manage them below:

How do we use cookies?

Cookies do lots of different jobs like helping us understand how this website is being used, letting you navigate between pages efficiently, remembering your preferences, and generally improving your browsing experience. Cookies can also help ensure marketing you see online is more relevant to you and your interests.

Castleoak uses cookies to track your visit to our website. This enables us to understand how you use the site and track any patterns with regards to how you are using our website. This helps us to develop and improve our website as well as our products and services.

Cookies are either:

  • Session cookies: these are only stored on your computer during your web session and are automatically deleted when you close your browser. They usually store an anonymous session ID allowing you to browse a website without having to log in to each page but they do not collect any personal data from your computer; or

  • Persistent cookies: a persistent cookie is stored as a file on your computer and it remains there when you close your web browser. The cookie can be read by the website that created it when you visit that website again. We use persistent cookies for Google Analytics.

Cookies can also be categorised as follows:

  • Strictly necessary cookies: These cookies are essential to enable you to use the website effectively, such as when buying a product and / or service, and therefore cannot be turned off. Without these cookies, the services available to you on our website cannot be provided. These cookies do not gather information about you that could be used for marketing or remembering where you have been on the internet.

  • Performance cookies: These cookies enable us to monitor and improve the performance of our website. For example, they allow us to count visits, identify traffic sources and see which parts of the site are most popular.

  • Functionality cookies: These cookies allow our website to remember choices you make and provide enhanced features. For instance, we may be able to provide you with news or updates relevant to the services you use. They may also be used to provide services you have requested. The information these cookies collect is usually anonymised.

  • We may also use cookies in our emails to track open rates and other performance indicators so that we can continually improve the relevance of our communications with you.

How to manage cookies

If you want to check or change what types of cookies you accept this can usually be altered within your browser settings. You can block cookies by activating the setting on your browser that allows you to refuse the setting of all or some cookies. However, if you use your browser settings to block all cookies, including essential cookies, you may not be able to access all or parts of this website.

Policy updates

We may update this Cookie Policy from time to time. We will notify you of the changes where required by law to do so. Last modified on 16th May 2018.