Legal
Privacy Notice
Last updated: 16 August 2026
Troxcare Ltd (“Troxcare”, “we”, “us”) respects your privacy. This notice explains what information we collect when you contact us, why we collect it, who might see it, and the choices and rights you have. It’s written in plain English rather than legal language — if anything is unclear, write to us and we’ll explain it properly.
Who we are
Troxcare Ltd is registered in England & Wales, company number 17349741. Our registered office is 18 Portland Avenue, London N16 6ET.
Troxcare is the controller of the personal information described in this notice. If you have any question about your information, write to info@troxcare.co.uk.
What we collect
When you use our contact form, we collect what you type in: your name, email address, phone number, organisation or care-home name, your message, and which of the listed roles best describes you.
When you call us, and your call is not answered live, you reach voicemail. We record the voicemail message and produce a written transcription of it. We do not record live, answered calls — only voicemail, and we say so out loud before recording starts.
When you text or WhatsApp us, we store the content of that message and the number it came from.
In the background, for every one of the above, we also keep:
- A hashed version of your IP address, created so we can spot abuse (for example, a large number of automated form submissions in a short space of time). We do not store your IP address itself — only a one-way hash of it, which cannot be turned back into your original IP address.
- Basic technical information such as your browser’s user agent, and, if you arrived from a link or an advert, the referring page and any campaign tag (UTM) attached to that link.
- Call and message metadata needed to operate the phone system — for example the number a call came from, when it happened, and how long it lasted.
We do not collect anything beyond what’s listed above. If that changes, we will update this notice first.
Why we use it, and on what legal basis
We use your information to:
- Respond to your enquiry and run our acquisition process — understanding what you’re looking for, following up, and progressing a conversation if you want one to continue. Our legal basis for this is legitimate interests: it is reasonable, and within what you’d expect, for a business to use the details you send it in order to reply to you and carry out the enquiry you started. We’ve thought about whether this could cause you any unfair harm, and concluded it doesn’t outweigh our interest in running a normal business enquiry process — you’re always free to ask us to stop.
- Send you information about relevant opportunities in the future, but only if you’ve ticked the separate consent box to say you’re happy to hear from us for that purpose. Our legal basis here is your consent, which you can withdraw at any time.
- Keep records we’re required to keep, such as evidence of enquiries and communications for a reasonable period. Our legal basis here is legal obligation and our own legitimate interest in being able to demonstrate what was agreed and when.
Who might see it
This is the part that matters most if you’re thinking about selling a care home, so we want to be direct about it.
Enquiry information may, at the right stage and only with your agreement, be shared with prospective institutional buyers and their professional advisers — for example, the accountants, lawyers or surveyors instructed as part of a diligence process. We describe these recipients by category, not by name, because who we’re working with at any given time is itself confidential.
We may also share information with service providers who help us run our business — for example, the phone and messaging provider that carries our calls and texts, the email provider that sends notifications to our team, and our own database provider. These providers only process information on our instructions and are not permitted to use it for their own purposes.
Nothing about your enquiry is shared with a buyer, or with anyone else outside Troxcare, without your agreement first.
This is not a courtesy — it’s the same promise made elsewhere on our site: your home is never listed, advertised or put in front of a market, and only the people you’ve agreed to are told anything at all.
Sending information outside the UK
Some of the institutional capital we work with is based in the United States. If, with your agreement, your information is ever shared with a US-based buyer or adviser, that counts as an international transfer under UK data protection law.
Where that happens, we rely on an appropriate safeguard recognised under UK GDPR — either the International Data Transfer Agreement (IDTA) or the UK Addendum to the EU Standard Contractual Clauses. A copy of the relevant safeguard is available on request by writing to info@troxcare.co.uk.
How long we keep it
We keep enquiry and contact information for as long as is reasonably needed to progress a conversation with you, and for a limited period afterwards in case you get back in touch or we need a record of what was discussed. If nothing comes of an enquiry, we don’t keep it indefinitely — data that’s no longer needed is deleted periodically. If you’d like your information deleted sooner, ask us and we will do so unless we have a good reason to keep it (such as an ongoing legal requirement).
Cookies
We don’t use marketing or analytics cookies. See our Cookie Statement for the full, honest picture of what our site does and doesn’t do.
Your rights
Under UK data protection law, you have the right to:
- Access the information we hold about you.
- Correct it if it’s inaccurate or incomplete.
- Ask us to delete it, in some circumstances.
- Restrict or object to how we use it.
- Ask us to move it to another organisation, where that’s technically possible.
- Withdraw consent at any time, for anything we do on the basis of consent — this won’t affect anything we did before you withdrew it.
To exercise any of these, write to info@troxcare.co.uk. We’ll respond within a month.
If you’re unhappy with how we’ve handled your information, you also have the right to complain to the UK’s data protection regulator, the Information Commissioner’s Office (ICO), at ico.org.uk, or by calling their helpline on 0303 123 1113. We’d appreciate the chance to put things right first, but the choice is yours.