Privacy Policy

Burton Paperwork is a trading name of INDEPENDENT LIVING SUPPORT CENTRE LIMITED, company number 17269803. We help older adults and their families prepare Attendance Allowance applications. We are independent and are not affiliated with the DWP or any government body.

This policy tells you how we use your information. Reading or accepting it does not by itself mean that you consent to receive marketing emails. Where consent is required, we ask you separately.

When you enquire about our services, we may collect the following personal information:

• Full name — so we can address you properly during our conversations
• Mobile phone number — so we can call you back and guide you through the eligibility check
• Date of birth — so we can accurately assess which benefits and support you qualify for based on your age
• Home address — where needed to prepare your Attendance Allowance application
• Health and care needs — only what you choose to share, to help us identify relevant support

We do not collect sensitive personal data such as bank details, National Insurance numbers or medical records unless you explicitly choose to share them during a phone consultation, and only when absolutely necessary to complete a benefit application on your behalf.

We use the personal data you provide for the following purposes:

• To contact you by phone — we will call you to discuss your circumstances, explain what you may be entitled to, and answer any questions. Some of our calls may use automated, pre-recorded or AI voice technology to help us reach more people who need our support
• To send you text messages — we may send SMS updates, reminders and helpful information about your claim or services
• To send service emails — we may email information you request, appointment details and updates about your enquiry or application
• To discuss potential eligibility — we use your age, location, health and care needs to discuss whether Attendance Allowance may be relevant
• To guide your claim — we help complete application forms and paperwork on your behalf, using accurate information to give your claim the best chance of success
• To follow up with you — we may contact you to check how your claim is progressing, or to let you know about additional support you may now qualify for
• To arrange appointments — we may contact you to schedule phone or video consultations at times that suit you

We will never sell your information to third parties or share it with companies for advertising purposes.

If you actively choose our optional email box, we may send you helpful information about applying for Attendance Allowance and about Burton Paperwork services. These emails may include application guidance, reminders and information about how our paid support works.

• Marketing consent is optional — you can request a callback or use our service without agreeing to marketing emails
• We use consent as our lawful basis for email marketing where you have made this positive choice
• We keep a record of your choice — including when and how consent was given and the wording shown at the time
• We do not sell your email address or give it to another organisation for its own marketing

Every marketing email will identify Burton Paperwork and provide a simple unsubscribe option. You can also withdraw your consent at any time by emailing info@independent-living-support.life. Withdrawing consent will not affect your enquiry or application support.

Withdrawing your consent will not affect the lawfulness of any processing carried out before you withdrew your consent.

When you ask us to contact you, we may call or text you to respond to your enquiry, arrange appointments and provide updates about your application. Where a message is direct marketing and the law requires consent, we will ask for that consent separately.

You can ask us to stop marketing calls or texts at any time by telling the caller, replying STOP to a text message, or emailing info@independent-living-support.life.

Once you have given us your information, you agree that we may use automated systems and artificial intelligence (AI) technology to contact you and to process your information. This may include:

• Automated phone calls — including calls made using pre-recorded messages or an AI voice, at the phone number you provided
• Automated text messages (SMS) — sent automatically to confirm appointments, updates and reminders
• AI-assisted processing — we use automated tools and AI systems to help assess your eligibility, prepare documents and manage your enquiry

By providing your details — through a Facebook lead form, our website or any other channel — you are agreeing to be contacted by, and to have your information processed using, these automated and AI systems.

Anything important — such as a completed benefit application — is always reviewed and checked by a trained human adviser before anything is submitted on your behalf. You can opt out of automated contact at any time by replying STOP to any text message or by emailing info@independent-living-support.life.

We take the security of your personal information seriously. All data is stored securely and access is limited to our trained advisers who need it to provide our service to you. We use appropriate technical and organisational measures to protect against unauthorised access, loss or disclosure.

We do not store your information longer than necessary. If you decide not to proceed with our service, we will delete your personal data within 12 months unless you ask us to keep it on file for future checks.

We only use personal information when we have a lawful reason to do so:

• To take steps at your request or perform our agreement — when answering your enquiry and providing application support
• Consent — for optional marketing emails and any other activity where we specifically ask for your permission
• Legitimate interests — for proportionate business administration, service improvement and preventing fraud, where your rights do not override those interests
• Legal obligations — where we must keep or disclose information to comply with the law

Where we process health or care information, we will identify and document an additional lawful condition before doing so.

Under UK data protection law, you have the following rights:

• Right to access — you can request a copy of the personal data we hold about you
• Right to rectification — you can ask us to correct any inaccurate or incomplete information
• Right to erasure — you can ask us to delete your personal data (the "right to be forgotten")
• Right to restrict processing — you can ask us to limit how we use your data
• Right to object — you can object to us processing your data at any time
• Right to withdraw consent — if you gave consent (for example, by submitting a lead form), you can withdraw it at any time

To exercise any of these rights, simply email us at info@independent-living-support.life or ask your adviser during any call. We will respond within 30 days.

We do not sell or rent your personal information. We only share your data in the following limited circumstances:

• With the DWP — only when you have explicitly asked us to submit an Attendance Allowance claim on your behalf
• When required by law — for example, if we are legally obligated to disclose information to authorities

Our website may use basic analytics cookies to understand how visitors use our site and to improve our service. We do not use invasive tracking or behavioural advertising cookies. When you visit our site, you will be given the option to accept or decline non-essential cookies.

If you have any questions about this privacy policy, how we handle your data, or if you would like to exercise any of your rights, please get in touch:

If you are concerned about how we use your personal information, please contact us first at info@independent-living-support.life so we can try to resolve the matter.

You also have the right to complain to the Information Commissioner's Office (ICO), the UK's data protection regulator. Visit ico.org.uk/make-a-complaint or call 0303 123 1113.