Privacy Policy for Case Management


Keystone Case Management Ltd is part of the Frenkel Topping Group. This information notice is to explain our obligations to you under the General Data Protection Regulation (GDPR).  We need to keep you informed about the information we collect about you and how we keep it safe when carrying out our specialist Case Management Services.

We may obtain special category data about your health to fulfil our case management obligations to you.  The condition for processing special category data about you is in relation to health and social care.

The legal basis for processing your personal data is consent.

Clients will be asked to sign our consent form, consenting to us collecting and using the following information about them.

How and what information is collected about you

We may collect the following information by email, telephone call or by post from your solicitor or insurer, and/or from your medical and health records, and/or from information you provide to us.

  • Name
  • Date of Birth
  • Gender
  • Address
  • Telephone/Mobile
  • Email
  • Family/guardian contact details
  • School address and contact details
  • Solicitor and insurer details
  • Medical and injury history
  • Ethnicity

We may also collect information when you voluntarily complete client surveys or provide feedback to us.

Information relating to usage of our website is collected using cookies. These are text files placed on your computer to collect standard internet log information and visitor behaviour information. We will use your information collected from the website to personalise your repeat visits to the site.

Information about connected individuals

We may need to gather personal information about your close family members and dependants in order to provide our service to you effectively. In such instances, the content of this Privacy Notice also applies to them.

What we do with the information we gather and what it is used for

Your information will be added to our database and will be used for the purposes of providing Case Management Services.  This may mean we need to share it with other health and social care organisations in order to coordinate services on your behalf.  These services will be agreed by you in advance.  We will not distribute, sell or lease your personal information to third parties for marketing purposes unless we have your express permission or are required by law to do so.  We are required to keep accurate records of our involvement including our decision making as part of our healthcare regulation.  We are also required to share information with your solicitor and/or the insurer, if they have referred you to our service.

Where third parties are involved in processing your data, we will have a contract in place with them to ensure that the nature and purpose of the processing is clear, that they are subject to a duty of confidence in processing your data and that they’ll only act in accordance with our written instructions.

Where it’s necessary for your personal data to be forwarded to a third party we’ll use appropriate security measures to protect your personal data in transit.

We may share your data with our parent company Frenkel Topping Group plc. Our parent company may use your data for purposes of monitoring business and conducting research and analysis to improve our service.


We are committed to ensuring that your information is stored securely.  In order to prevent unauthorised access or disclosure, we will use and handle the information responsibly and will take all reasonable and appropriate management and technical steps to safeguard and secure the information we collect.  Your data will not be shared outside of the EU at any time.


Name and contact details of the Data Protection Officer Denise MooreFrenkel Topping GroupFrenkel House15 Carolina WaySalfordM50 2ZY


How you can access your information

You have the right to request to object, to see, amend, move or erase the data we hold about you at any time.  Full erasure of your records may not be possible due to healthcare professional indemnity insurance requirements, but efforts to anonymise and erase all unnecessary data, such as medical records that were sent to us, will be taken.  If you would like to speak to us about this, please contact the Data Protection Officer, Denise Moore, for the Frenkel Topping Group, at the above address.

How long we keep your information for

Keystone Case Management Ltd will keep your information until our agreed work is completed. We will then close your file, but we are required to retain records of our involvement in your case for our Professional Indemnity insurers for eight years. For children, the requirement is until they are aged 26 (eight years past their 18th birthday). All identifiable information is removed at this point, but records of our involvement are retained and can be retrieved by the Data Protection Officer if required.

If you do not want us to keep or use your personal information, please write to us at the above address.

What can you do if you are unhappy with how your personal data is processed

Please contact us in the first instance, to discuss any matters that require our attention.  You also have a right to lodge a complaint with the supervisory authority for data protection. In the UK this is:

Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire,
SK9 5AF.  Telephone: 0303 123 1113 (local rate)

Changes to our privacy policy

We keep our privacy policy under regular review, and we will inform you of any changes when they occur.  This privacy policy was last updated in February 2022.