Privacy Policy

Privacy Notice – Phrenetech Ltd (t/a Funeral Experts)
Version: 2025.1 Last review: October 2025 Next review: October 2026

Who We Are
Phrenetech Ltd, trading as Funeral Experts (“we”, “us”, “our”), is a private company incorporated in England and Wales (Company No. 13302186) with its registered office at 14 Cotton’s Gardens, London E2 8DN.
We are the Data Controller for all personal and special category data collected or received in connection with the Funeral Experts service.
For all data-protection matters please contact Jason Ghous (Chief Executive Officer and Senior Information Risk Owner / Data Protection Officer) at info@funeralexperts.com.

Purpose of Processing
We provide bereavement navigation and post-death support services to families referred by NHS Trusts, local authorities and partner organisations. We process personal data to:

• Receive, record and manage referrals

• Provide emotional, practical and financial support to bereaved families

• Communicate with NHS and local authority teams to coordinate support

• Monitor and audit service quality and compliance

• Manage our staff and contractors

• Operate our website and respond to enquiries

 

Lawful Basis for Processing
For personal data we rely on Article 6(1)(e) UK GDPR – performance of a public task carried out in the public interest under our service agreements with NHS and local authorities.
For special category data (health, bereavement and social care information) we rely on Article 9(2)(h) – processing necessary for health or social care purposes – as set out in Schedule 1, Part 1 of the Data Protection Act 2018.
Where individuals contact us directly via the website or telephone outside a formal referral pathway, we rely on explicit consent (Articles 6(1)(a) and 9(2)(a)). Consent can be withdrawn at any time by emailing info@funeralexperts.com.

Categories of Data Collected
We collect and process: name, address, telephone number, email address, relationship to the deceased, referral source, support case notes, health or social care information relevant to the bereavement, and recorded call audio or transcripts.
For staff and contractors we process employment and training records for governance purposes.

How We Receive Information

• From 3^rd party referrals via email, telephone or encrypted online form

• Directly from individuals through our website or helpline

• Through local authority referrals or partner organisations

 

Data Sharing and Processors
We share data only with authorised NHS and local authority partners in line with formal Data Sharing and Service Level Agreements.

We use approved data processors under contract to host and manage information.

All processors are bound by data-processing agreements and may not use data for any purpose other than to deliver services to us.

International Transfers
Where personal data is processed outside the UK or EEA (for example by Dialpad for transcription services) we ensure appropriate safeguards through the UK Addendum to the EU Standard Contractual Clauses or other legally approved mechanisms.

Retention and Deletion
Bereavement case records and referral information are retained for seven years after case closure in line with NHS data governance requirements.

Website or direct-enquiry records are kept for a maximum of two years unless consent is withdrawn earlier.

After the retention period data is securely deleted or anonymised, including from back-ups where technically feasible.

Security Measures
We apply organisational and technical controls including role-based access, multi-factor authentication, encryption at rest and in transit, staff training and audit logging.
We are Cyber Essentials Plus certified and maintain appropriate insurance cover for cyber and data risks.

Cookies and Analytics
Our website uses essential cookies to function and optional cookies for analytics. We ask for consent before placing non-essential cookies. See our Cookie Policy for details.

Your Rights
You have the right to access, rectify or erase your personal data, restrict or object to processing, request data portability, and withdraw consent where consent applies.
Requests should be sent to info@funeralexperts.com. We will respond within one month of receipt.

Complaints
You may raise concerns directly with us or with the Information Commissioner’s Office (ICO):
Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF Tel 0303 123 1113 www.ico.org.uk

Policy Updates
We review this notice annually and whenever our data processing changes. Updated versions are published on our website with a new version number and review date