Homeward Service Privacy Statement

Nutricia knows that you care how your personal data is used and we recognize the importance of protecting your privacy.

This Privacy Statement explains how Nutricia collects and manages your personal data as a Data Controller. It contains information on what data we collect, how we use it, why we need it, and how it can benefit you.

Contact us if you have any queries and comments, or if you want to make a request regarding any of your data subject rights.

This privacy statement was last updated on April 9, 2025.

Key Points

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Why we use your personal data: We use your personal information (including special categories of personal data such as information about your health) to provide the Homeward Service and ensure we provide effective support to you.

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Who has access to your personal data: To provide you with the Nutricia Homeward service, we may share your personal information with third parties that are working on our behalf such as couriers or other healthcare providers and third-party service providers. Your personal data will not be shared, sold, rented or disclosed other than as described in this Privacy Statement.

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Security of your personal data: We take the security of your data seriously and handle it in compliance with the law.

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Transferring your data internationally: We keep your information in the UK and the EEA. Rest assured, your information remains under strict legal protections and is handled with care.

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How to exercise your privacy rights: You have a number of privacy rights available to you. If you would like to make a request, please complete the form here: https://www.danone.co.uk/contact-us/data-subject-rights-request.html.

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Terminology we use: Our privacy statement contains several data protection terms and acronyms. To assist with any confusion, we have created a helpful glossary (here) for definitions.

Your trust matters to us. The information we collect, termed 'personal data' under data protection laws and 'personal confidential data' under the Caldicott Principles, must be treated in confidence and with respect per these regulations.

We protect your privacy by upholding these data protection principles:

  • Your information is always used lawfully, fairly and in a transparent way.
  • We will only collect and use your information for valid reasons that we have clearly shared with you as set out in this Privacy Statement. We will not use your information in any way that is incompatible with those purposes.
  • We collect and use the least amount of personal information necessary for those purposes.
  • We aim to keep your data accurate and up to date, which is why we may ask you to confirm your information.
  • We will keep your information secure and if we no longer need it and we aren’t legally required to keep it, we’ll archive it with severely restricted access, destroy it, or permanently de-identify it.
  • Your Privacy Matters: Your personal information will not be shared, sold, rented, or disclosed except as described in this privacy statement.
  • No obligation: You’re not obligated to share your personal data with us. However, without it, we might not be able to provide you with the Homeward service.

In addition to complying with UK data protection laws, we also comply with the Caldicott Principles, which set out that we must:

  • Justify the purpose(s) for using confidential information;
  • Not use patient identifiable information unless it is absolutely necessary;
  • Use the minimum necessary patient identifiable information;
  • Restrict access to patient identifiable information on a strict need-to-know basis;
  • Ensure everyone with access to patient identifiable information is aware of their responsibilities;
  • Comply with the law;
  • Be aware that the duty to share information can be as important as the duty to protect patient confidentiality; and
  • Ensure you are informed about how your information is used.

This privacy statement explains how Nutricia collects and manages your personal information as a Data Controller. It contains details on who we are, how and why we collect, use store and share your personal information. It also explains your rights and how to contact us or the ICO if you have any concerns that we are unable to address.

To provide the Nutricia Homeward service, we collect and use personal information primarily for healthcare and administration purposes. Sometimes, there are instances where processing your personal information is necessary or legally required even without consent.

This privacy statement applies to:

  • Current or former patients registered on the Nutricia Homeward service
  • Carers, relatives or friends supporting these patients
  • Users of our patient portal and electronic patient record system, MyConnex
  • Individuals who contact us about the Homeward Service; and
  • Visitors to the Nutricia Homeward website, www.nutriciahomeward.co.uk .

This statement does not apply to healthcare professionals (HCPs), who have a separate privacy statement. You can view the HCP privacy statement here.

The Essentials: Nutricia is responsible for managing your personal data when providing the Nutricia Homeward service to you.

We are Nutricia Limited (referred to in this privacy statement as "Nutricia," "us," "our," or "we").

Our registered office is located at Nutricia Ltd, Newmarket Avenue, White Horse Business Park, Trowbridge, Wiltshire, BA14 0XQ.

We are a 'data controller' regarding the information we hold about you. This means that we are responsible for protecting your personal information, deciding its use and complying with all the data protection laws and regulations in the United Kingdom.

Nutricia is part of the Danone Group. For more information about Danone, visit https://www.danone.co.uk.

The Essentials: Our DPO, Alison Burke, can be contacted at DPO.UKIE@danone.com.

Our DPO is responsible for overseeing what we do with your information and monitoring our compliance with data protection laws.

If you have any concerns or questions about our use of your personal information, you can contact our DPO, Alison Burke, DPO.UKIE@danone.com or by writing to:

Data Protection Officer

Nutricia Limited
Newmarket Avenue,
White Horse Business Park,
Trowbridge,
Wiltshire,
BA14 0XQ

The Essentials: Nutricia collects personal information such as contact details, health records, and communication preferences to provide the Homeward Service. We gather information from various sources including healthcare professionals, carers, and interactions with our customer service. It's important that this information is kept accurate and up to date.

Personal information is any information that can be used to identify you. The personal data we collect varies depending on our relationship with you; therefore, this section is divided into three categories to outline the data we collect on:

a) Homeward Service Users: current or former patients of Nutricia Homeward, including carers, relatives, friends assisting with patient care, or users of our patient portal, such as MyConneX
b) Individuals who contact us about the Homeward Service who are not current or former Homeward Service Users.
c) Visitors to our Nutricia Homeward website, www.nutriciahomeward.co.uk who are not current or former Homeward Service Users.

Homeward Service Users: current or former patients of Nutricia Homeward, including carers, relatives, friends assisting with patient care, or users of our patient portal, such as MyConneX.

We, or third parties on our behalf, may collect the following personal information:

  • Personal details such as your name, title, gender, date of birth, NHS/CHI number and patient account ID.
  • Contact details such as your address, telephone number(s) and email.
  • Details of each contact we have with you (or your healthcare professional or your representative) including hospital, community or home visits, telephone consultations, training records, responses to our patient satisfaction surveys and all communications with our customer service teams. Telephone calls may be recorded.
  • Details of your nutritional regimen including product name, preferences, quantity, delivery frequency and feeding method.
  • Records of your health and wellbeing such as relevant medical history, any declared illness or disability, allergies, prescription exemption reasons, safeguarding information, including reports from other healthcare providers.
  • Details of patient care including any interventions administered by Nutricia’s nursing team, investigations conducted, reported healthcare issues, clinical assessments, and accompanying images.
  • Details of deliveries made to you including product details and quantities, delivery dates, delivery status, and delivery instructions or preferences.
  • Communication preferences such your preferred contact details or time, language or other communication requirements.
  • Relevant information from people who care for you including other health and care providers (for example, registered GP or school/nursery), carers, relatives or friends such as name, contact details and relationship to you.
  • Information about your relatives and friends such as your dependants, next of kin and emergency contact numbers
  • Account Details: username, email and password
  • Technical Information: Internet Protocol (IP) address used to connect to the internet, device type, website address, country from which you access our system, requested files, browser type and version, browser plug-ins, operating system, and platform
  • Visit and Behaviour Information: Use of our accessibility toolbar; pages clicked, time and length of visits to specific pages, interaction data (scrolling, clicks, mouse-overs), browsing methods, traffic data, location data, weblogs, and information provided for additional services or downloads.
  • Nutricia Choice patients: in addition to the above, you may provide payment information, such as credit card details, to make a purchase. Nutricia does not store your payment information. Payments are made directly through our third-party payment provider. We do not control, review, or store your payment information during these transactions.

If we do not have accurate and current information, this may impact the services we provide, such as timely deliveries. Therefore, it is important that you inform us of any changes to your personal information including your contact details, to ensure that our records remain precise and up to date. It is essential that your details are accurate and up to date. Always check that your personal details are correct and please inform us of any changes as soon as possible.

We also rely on the accuracy of your healthcare professional's details and share information accordingly. It is the responsibility of your managing dietitian to ensure this information remains up to date in the event of any changes to your healthcare professional or managing trust.

If you provide personal information about a third party (such as a family member or caregiver), please ensure they are aware of and agree to this privacy statement. If the individual cannot understand or agree (for example, a child), you must have the authority to share their information for the purposes outlined in this privacy statement.

Special categories of personal data
The Essentials: Your health information may be processed under this category.

Special categories of personal data require a greater level of protection. This includes information on racial or ethnic origin, religious beliefs, sex life or sexual orientation, and health.

In line with UK GDPR Article 9 (2)(h), we will only process special categories of personal data when it is required for the provision of health or social care or treatment; or the management of health or social care systems and services; or in any other circumstances permitted by law (such as defence of legal claims); or for purposes to which you have given your explicit consent.

To provide the Nutricia Homeward service, Nutricia may process your health information under this category. However, Nutricia does not usually collect other special categories of data, unless it is necessary for providing the Nutricia Homeward services.

Individuals who contact us about the Homeward Service (who are not Homeward Service users)

We, or third parties on our behalf, may collect the following personal information when you contact us about the Homeward Service:

  • Personal details such as your name, title
  • Contact details such as your address, email, telephone number(s)
  • Details of each interaction we have with you, such as information provided during your communications with us (including through our customer service lines or social media platforms) or call recordings.
  • Information about your family and friends such as your dependants if you provide this information to us.
Visitors to the Nutricia Homeward website (who are not Homeward Service users)

We, or third parties on our behalf, may collect the following personal information when you visit our website:

  • Personal details such as your name, title
  • Contact details such as your address, email, telephone number
  • Communications shared via website contact forms
  • Technical Information: Internet Protocol (IP) address used to connect to the internet, device type, website address, country from which you access the website form, requested files, browser type and version, browser plug-ins, operating system, and platform
  • Visit and Behaviour Information: Use of our accessibility toolbar; pages clicked, time and length of visits to specific pages, interaction data (scrolling, clicks, mouse-overs), information shared with others (including via email and social media where relevant), browsing methods, traffic data, location data, weblogs, and information provided for additional services or downloads.

The Essentials: We collect your personal information from various sources including directly from you, your healthcare professionals, and the NHS Personal Demographic Service (PDS) (more details below). This information helps us provide accurate and comprehensive care tailored to your needs.

We collect this information about you from various sources, including:

  • From you directly via any direct interaction with the Homeward Service including MyConneX (our electronic patient record system and patient portal)
  • From your carers, relatives or friends who provide us with information about you
  • From anyone who has the authority to act on your behalf such as a power of attorney or deputy
  • From your healthcare professional such as during Nutricia Homeward registration or when updating your record in MyConneX
  • From your GP
  • From other healthcare professionals and officers in the local authority, social services department and emergency services; and
  • From any other (current and/or previous) healthcare and care providers.
  • From the Personal Demographic Service (PDS) or ‘NHS Spine’ – see below for more details.
Information collecting from the NHS PDS

Your NHS number or basic information such as your name, address and date of birth  may be accessed through an NHS England service called the Personal Demographic Service (PDS) or ‘NHS Spine’. Upon registration your referring dietitian may enter your NHS/CHI number or your name and DOB into MyConneX which has a direct link to the NHS Spine. This is a one-time, one-way connection.

If the NHS/CHI number is active and accurate, your details will be found and the information held on the NHS spine, including your name, NHS number, gender, date of birth, GP surgery and home address will auto fill in the relevant fields on the registration form.

Once retrieved from the PDS, your NHS number and basic personal data are stored in MyConneX. This data is retained according to our record retention policies; see section 14 for more details.

The use of joined up information across health and social care brings many benefits. In this instance it enables your referring dietitian to provide Nutricia Homeward with accurate information about you when registering you with Nutricia Homeward.

You have the right to object[HB1]  to the processing of your NHS number in this way. This will not stop you from receiving care but will result in the benefits outlined above not being realised. To help you decide, your referring dietitian should discuss this with you and how this may affect our ability to provide you with care, and any other options that you have.

If you wish to opt-out from the use of your NHS number in this way, you can request this from your dietitian at any time.

The Essentials: Nutricia collects children's information from parents or healthcare professionals to provide the Nutricia Homeward service. However, our website and app are designed and intended for adult use.

Nutricia collects personal data, including health information concerning children under the age of 16. This information is obtained either directly from their parents or guardians, or indirectly through the child’s healthcare professional when they are registered with the Nutricia Homeward service. However, our websites and MyConneX app are intended for adult use.

The Essentials: Nutricia processes personal information based on legitimate interests and healthcare provision to deliver the Nutricia Homeward service, as commissioned by the NHS or other providers. This may include nutrition supply, nursing services, patient support, order fulfilment, and communication with you. Data processing is also used for ensuring safe operations and enhancement of our products and services. These activities are supported by various legal bases such as contractual necessity, consent, and legal obligations.

We use the types of personal information listed above for a number of purposes, each of which has a ‘lawful basis’.

For Nutricia Homeward service users, we process your data based on legitimate interests (UK GDPR Article 6(1)(f)) and for provision and managing health or social care treatment or services as per UK GDPR Article 9 (2)(h).

We may also rely on the following legal bases for processing:

  • Contractual necessity
  • Legitimate interests
  • Consent (where required)
  • Legal obligations

Whenever we collect and use your personal information on the legal basis of legitimate interests, we take care it does not outweigh your rights as an individual. Our legitimate interests involve using your personal information to:

    a. Deliver the Nutricia Homeward clinical homecare service, commissioned by the NHS and other providers.
    b. Provide services to our customers.
    c. Place, track, and fulfil orders with suppliers.
    d. Run, grow, and develop our business.
    e. Operate and secure our websites and apps.
    f. Ensure a safe working environment for staff and visitors.
    g. Invest in new products to benefit our communities.
    h. Handle internal group administration.

The table below outlines why we collect and use your personal data, along with the lawful bases for doing so.

Please note that not all the purposes listed below will apply to everyone and we may process your personal information for more than one lawful basis depending on that purpose. Please contact us if you’d like more information about the specific lawful basis. 

Why we use your informationOur lawful basis for using your information

To provide the Nutricia Homeward Service:

  • This includes the provision of nutrition supply services including feeds, pumps, ancillaries via a hospital, residential home or home delivery service.
  • Patient support via the customer services centre, maintaining patient records, such as handling queries or complaints management
  • Home enteral nutrition training and nursing service, where commissioned by the NHS or other providers
  • To provide consolidated invoices with supporting data
  • For the delivery of required products and sending delivery notifications
  • To manage and facilitate communication & contact preferences
  • To enable effective communication with those who do not speak English fluently
  • Legitimate interests
  • For the provision of health or social care or treatment; or the management of health or social care systems and services

To manage your prescriptions:

We use your personal data to manage your prescriptions on your behalf to fulfil your order.

If we have your email address, you will receive communications regarding your prescriptions.

  • Consent (where required)
  • Legitimate interests

To communicate with you:

We will use your personal information to contact you or anyone who has authority to act on your behalf, regarding the Nutricia Homeward service, your health, care, appointments, orders or deliveries.

 

We will send you service communications including information about your orders, deliveries and tracking updates (some of which may be sent by our delivery partners like DPD), prescriptions (where relevant), changes to our operational hours, product availability, as well as changes to our terms and conditions or privacy statement.

 

We may correspond with you over the telephone, email or text message or through postal mail.  Please note that if we have your email address, email will be our primary method of communication with you.

  • Legitimate interests
  • Contractual necessity
  • Compliance with legal obligations

To keep and maintain an accurate record of your interactions with us:

To help inform decisions that we make about your care, including make recommendations/referrals to your HCP, decisions around medical intervention and prescriptions and to plan your care and treatment. 

 

To ensure patients are provided and delivered the correct products and to enable continued provision of care to the patient

To record any consent given to us and to manage your requests regarding data subject rights

  • Legitimate interests
  • Compliance with legal obligations

To investigate concerns or complaints:

To ensure that any concerns or complaints you may have about are appropriately investigated and responded to.

 

  • Legitimate interests

For identification: When communicating with us, we will collect your information to verify your identity before discussing a patient’s account and to maintain the integrity of data.

 

  • Legitimate interests

To provide you with MyConneX:

  • To provide you with the ability to access, use, and place orders through Nutricia Homeward MyConneX
  • To create and administer your account(s) with Nutricia
  • Legitimate interests
  • Contractual necessity

To work effectively with other organisations who may be involved in your care: 

  • To send information regarding your health to others, such as your GP, other healthcare and/or social care providers for continuity of care and to ensure that your needs are being meet appropriately.
  • To enable shared care, in reference to enteral nutrition, to NHS Trusts with a shared care agreement in place

 

  • Legitimate interests
  • For the provision of health or social care or treatment; or the management of health or social care systems and services

To improve our Homeward services:

We may use your personal data to send you feedback surveys. You may choose to complete our patient satisfaction survey to help us to improve the services we provide to you and others.

  • Legitimate interests

To process payments:

Applicable to Nutricia Choice users only. While you provide payment information such as credit card details when making a purchase, Nutricia does not collect or store this information. Any telephone recordings are also paused during this process.

  • Contractual necessity

For safeguarding and regulation: 

We may use your personal data for the purpose of safeguarding and regulation of care, where required, to protect Nutricia, your vital interests, or those of another person.

  • Compliance with legal obligations
  • For the provision of health or social care or treatment; or the management of health or social care systems and services
  • Vital Interests

To train and monitor our staff:

Your records help us to teach, train and monitor staff and the quality of their work (including providing staff with anonymous feedback from patient surveys) to audit and improve our services and ensure it meets user needs.

  • Legitimate interests

For health and safety of our employees:

  • To ensure safety of our nursing teams when conducting visits         
  • To ensure a safe working environment for our staff and visitors to our sites
  • Compliance with legal obligations
  • Vital Interests

To manage and improve our processes and operations:

  • To showcase the Nutricia Homeward service to healthcare professionals related to existing or prospective contracts/customers, who have agreed to our strict data protection policies.
  • Legitimate interests

To improve our product and services

We may use your personal data to manage, develop, and improve our products, services, and communications.

 

  • Legitimate interests

For reporting and commercial planning:

We may use your personal information for internal reporting, forecasting, business administration, ensuring adequate insurance coverage for our business, ensuring the security of company facilities, and identifying and implementing business efficiencies.

 

We do not process health information for these purposes.

 

  • Legitimate interests

For our legal defence:

We may use your personal information:

  • To establish, exercise, or defend our legal rights
  • To investigate and take action against unlawful or harmful activities
  • To respond to inquiries from competent public authorities
  • Legitimate interests

For security & fraud prevention:

We may use your information when monitoring and auditing Homeward or system usage. 

  • Legitimate interests

For technical support, analytics and improvements:

We may use your information to provide, improve, maintain, and provide technical support in relation to our platforms, websites, and apps such as

 

  • To assess visits to our websites and apps, and generate reports to understand user demographics and behaviours, as well as improve our websites, apps, and services.
  • To identify users when they return to our websites and apps, store information about their preferences, and customise our websites and apps according to their individual interests.

 

We do not process health information for these purposes.

 

  • Cookie Consent (with your permission)

For network and information security:

To may use your personal information to operate and ensure the security of our websites and apps.

  • Legitimate interests

We generally use your personal information solely for the purposes it was initially collected (as outlined above). However, we may use your information for another purpose, provided that this purpose is compatible and related to the purposes set out in this privacy statement. For example, if we initially collected your information to provide you with a service, we might also use it to improve that service by analysing usage patterns and customer feedback.

If we ever need to use your personal data for an unrelated purpose, we will notify you and explain the legal basis which allows us to do so.

On occasion, we may use your personal information without your knowledge or consent for other purposes where such use is required or permitted by law. For instance, in certain scenarios, we might be obligated to share information with regulatory authorities or law enforcement agencies as part of legal proceedings or investigations. This ensures compliance with legal and regulatory standards and helps us maintain the integrity and security of our services.

The Essentials: Subject to adequate safeguards, your personal information may be shared with our Nutricia group companies, third-party service providers and subcontractors, your healthcare professional or others involved in your direct care, or other third-party organisations (such as authorities, but only where they are legally entitled to access the information).

Sometimes it is necessary for us to share information with service providers acting on our behalf or other organisations. If we do this, we make sure we only do so with organisations that safeguard and protect your personal data in the same or similar way that we do.  

Except as specified in this privacy statement, we will not share, sell, or rent your personal data to any third party without notifying you and obtaining your consent if needed.

Your personal data may be shared with the following third parties who work on our behalf to help us provide the Homeward Services:

  • Service providers related to our core Homeward business-related services: such as logistics, delivery providers and third-party couriers to pick, pack and make deliveries of your requested products and our pharmacy partner to fulfil your orders and survey providers to gather feedback on our Homeward service.
  • Service providers on an ad hoc basis: such as language interpretation or translation services, secure shredding providers, lone working device provider to ensure the safety of our nursing teams when conducting home visits.
  • Bulk mailing providers: to communicate with patients to provide you with relevant Homeward information.
  • Subcontractors: such as locum nursing providers, customer support providers to assist us to carry out your requests, respond to your inquiries, manage complaints and fulfil your or your HCP’s orders on your behalf.
  • Service providers related to core information technology and other related services: such as external IT providers, electronic patient records systems to store and process patient information such as MyConneX, website, app or CRM platform providers, cloud hosting providers, software providers, audit providers to monitor system usage and security events, archiving and back-up providers, systems maintenance providers, analytics and optimisation services relating to our websites and apps, accessibility platforms and telephone call recording for monitoring purposes.  
  • Professional advisors: such as lawyers or insurers, in the exercise or defence of legal claims.​​​​​​​
  • Other internal Nutricia companies within our Danone group: We may share pseudonymised data for internal administrative purposes such as product delivery, compliance, auditing and monitoring.
  • Business transfer recipients: Including third parties to whom we may choose to sell, transfer or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners can only use your personal data in the same way as set out in this Privacy Statement. 

In addition, we may share your information with third parties directly involved in your care such as:

  • Your friends, family and others: including anyone who has the authority to act on your behalf such as a power of attorney or deputy, where appropriate to do so for the provision of your health or social care, in the vital interests of you or others (or with your consent where applicable).
  • Healthcare professionals and multi-disciplinary teams that are involved in your direct care, we will share information about you with other healthcare providers such as other NHS Trusts, your GP, community staff/district nurses, hospital staff, social services and local authorities.

We may also share your information with independent third parties such as:

  • Regulators / safeguarding authorities/commissioners: such as child and adult safeguarding services (e.g. MASH), the Care Quality Commission and Public Health. We share your personal data with these public bodies where we are required to do so by law or a regulatory obligation.
  • The police and other law enforcement agencies: in limited circumstances we may share your personal data with the police if required for the purposes of criminal investigations and law enforcement or where disclosure is required to protect our rights or those of our staff, customers or other third parties.
  • Courts (including a Coroner’s Court) and to tribunals: for the investigation of deaths (coroner) and processing of legal claims.

For example, we may receive a "Request for Information" from third parties such as healthcare professionals, social workers, safeguarding teams involved in your care, the Care Quality Commission, the Care Inspectorate Scotland, the police, or your legal representatives. This request might necessitate the disclosure of specific information, including healthcare provision records, for purposes outlined in the request, such as in response to a safeguarding incident, a coroner’s inquest, a court order, a police investigation, an NHS Trust investigation, or an inspection.

We will consider all such requests carefully. In accordance with applicable laws, Nutricia will review the Request for Information and assess its validity. Where there is a statutory basis for sharing your personal data, we are not required to obtain your permission to collect and share it. However, we will only disclose your data based on necessity and always in compliance with legislation – see below. In all cases, where personal information is shared, either with or without your consent, a record will be kept.

Sharing your information without your consent

There are circumstances where we need to share your information without your consent. For example:

  • When the health and safety of others (including members of staff) is at risk;
  • To protect public health;
  • When the law requires information to be passed on;
  • For the prevention or investigation of serious crime;
  • Under a court order;
  • When sharing is in the public interest; or
  • Where there are safeguarding concerns for vulnerable people.

The Essentials: We do not transfer your information outside the UK and EEA.

We primarily keep your information in the UK and in some instances, in the EEA.   We always ensure appropriate measures to protect your data, including:

    a) confirming an adequacy decision by the UK Government for transfers out of the UK;
    b) using standard contractual clauses approved by the UK Government; or
    c) any other legal safeguarding mechanism.

The Essentials: You are entitled to various privacy-related rights If you want to review, verify, correct or request erasure of your personal information, object to the processing of your personal information, or request that we transfer a copy of your personal information to another party, you can contact us here:

https://www.danone.co.uk/contact-us/data-subject-rights-request.html.

In accordance with data protection laws, you are entitled to various privacy-related rights, which can be exercised by you at any time. You can contact us here: https://www.danone.co.uk/contact-us/data-subject-rights-request.html.

Under certain circumstances, you have the right to:

  • Obtain clear, transparent, and easily understandable information about how we use your personal information.
  • Request access to the information we hold about you (also known as a "data subject access request"), which enables you to receive a copy of that information and check that we are lawfully processing it;
  • Request correction of any incomplete or inaccurate information that we hold about you;
  • Request erasure of your personal information where there is no good reason for us continuing to process it. Note that we may have a legal basis to retain this information which may supersede your right to erasure;
  • Object to certain types of processing based on grounds relating to your particular situation where we are relying on a legitimate interest (ours or those of a third party);
  • Request the restriction of processing of your information, for example if you believe the personal data we have about you is inaccurate;
  • Withdraw consent, where we rely on consent to process your personal data; and
  • Request the transfer of your personal information to another party.

To process your request, we might need more information from you. We may ask for proof of identity or additional verification. This security step ensures your personal data is not shared with anyone who is not authorised to receive it.

We consider all requests in accordance with the relevant laws and aim to address them within one month from our receipt. Occasionally, it could take us longer than a month if your request is particularly complex. If this is the case, we will inform you if we need more time and explain the reasons why.

Please note that not all rights are absolute, and we may refuse to comply with or charge a reasonable fee for a request that is unfounded or excessive (repetitive).

We may also rely on certain exemptions not to comply with your requests, for example, if you request us to erase your information but we need to keep using it to comply with our own legal obligations or to establish, exercise, or defend legal claims. If an exemption applies, we will notify you when responding to your request.

For more information about your privacy and data protection rights, you can always contact our Data Protection Officer, Alison Burke, directly via at: DPO.UKIE@danone.com.

TheEssentials: We take the security of your personal data seriously and usevarious measures like role-based access, multifactor authentication, firewalls,and encryption to protect it. 

We understand that the security of your personal data is important. We make our best efforts to protect your personal data from misuse, interference, loss, unauthorised access, modification, or disclosure. We have implemented a number of strict security measures to help protect your personal information. For example, we implement role-based access controls, use multifactor authentication, use firewalls, secure servers, and encrypt your information at rest and in transit.

To ensure that your information is kept confidential, safe and secure, all our staff are given training in data protection and information governance before they start handling personal data. Current staff must also undertake regular refresher training courses tailored to their individual roles.

Where we have given you, or where you have chosen, a password which enables you to access your online MyConneX or similar account, it is important that you keep this password confidential and do not share it with anyone.

Additionally, we advise you to:

  • Regularly change your password to enhance security.
  • Log out of your account after each session, especially when using a shared or public device.
  • Report any suspicious actions or concerns to us immediately.

By following these guidelines, you also help to ensure the protection and security of your personal information and maintain the integrity of your account.

The Essentials: We only keep your information for as long as is necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.

We only keep your information for as long as is necessary to fulfil the purposes for which it was collected. This length of time varies based on the purposes for which it was gathered, including compliance with applicable laws or regulations, accounting, tax or reporting requirements, as well as to establish, exercise, or defend our legal rights.

Information that is no longer required for patient care will be retained with access severely restricted in accordance with the NHS Records Management Code of Practice. Additionally, we may retain your personal data for a longer period in the event of a complaint or if we reasonably foresee the possibility of litigation in connection with our relationship with you.

Specific details regarding retention periods for different types of personal information are available in our retention policy, which can be obtained from our Data Protection Officer by emailing DPO.UKIE@danone.com.

TheEssentials: We do not process NHS data using automated means.

If we plan to use automated decision-making or profiling that have a legal effect or significant impact, we will inform you and provide an opportunity for you to object to these processes in advance.

With your consent where required, we may collect personal information using cookies and other tracking technologies (such as pixels, web beacons, page tags) on our website or on MyConneX. This may include:

  • Information about your device, browser, and operating system
  • The IP address, device ID, and Mac ID of your device
  • Web pages you view on our site
  • Links you click while using our services and the emails you open
  • Time and date of your activity

Please see our dedicated cookie policy for more information on this.

The Essentials: Our websites and apps may link to other sites for convenience, but Nutricia is not responsible for these sites or their data practices. Always check third-party privacy policies before sharing your personal data.

Our Nutricia Homeward website and apps may link to third-party sites, plug-ins, or applications. These links are for your convenience only and do not imply our endorsement or association with them.

This privacy statement covers the personal data we collect or receive as a data controller. We are not responsible for data collected by third parties. Be sure to read the terms and privacy policies of third-party websites before sharing your personal data with them.

We do not endorse or accept responsibility for third-party content, terms, or policies.

Nutricia's websites and apps may include links to third-party sites for convenience, but Nutricia is not responsible for these third-party sites or their data practices. Always review third-party privacy policies before sharing personal data.

Our Privacy Commitment

While we would be grateful if you lodged any complaints with us first, you have the right to complain directly to the Information Commissioner’s Office (the ICO) if you are not satisfied with the way we use your information.

You can contact the ICO here:

Website: https://ico.org.uk/for-the-public

Mailing Address: Wycliffe House Water Lane, Wilmslow Cheshire SK9 5AF

Phone Numbers: +44 303 123 1113

Email Address:  casework@ico.org.uk

We may update our privacy statement occasionally to reflect changes in our practices, procedures, organisational structures, laws, regulations or recommendations by supervisory authorities.

Any changes to our privacy statement will be posted on this page and will take effect from the date they are implemented. If we make significant changes, we will inform you as required by law. Please check this page regularly to stay updated on any modifications to our privacy statement.

This privacy statement was last updated on April 9, 2025.

Lawful basis: A lawful basis under the UK General Data Protection Regulation (GDPR) means the legal reasons we have for processing your personal data. Here's what it means:

Legitimate Interest: means we process your data to run our business best and safely. We consider your rights and any impact on you before doing this. We won't use your data if our interests are overridden by the impact on you unless we have your consent, or it's required by law. Contact us for more details on this.

Performance of a Contract: means we process your data to fulfil a contract or take steps before entering into a contract with you.

Complying with Legal Obligations: means we process your data to meet legal requirements.

These lawful bases ensure that your data is used in a fair, transparent, and legal manner.

Automated decision making: Automated decision-making means decisions made without human intervention. We won't make decisions based solely on this if it has a significant impact on you without notifying you first. We'll provide clear information and an option for human review of the decision.

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