Privacy Policy

I am the Data Controller for the personal information I process.

Data Controller:
Poppy Noy
Poppy Noy Counselling
Email: poppy.noy@outlook.com
Telephone: 07515410053

ICO registration: ZB994931 

If you have any questions about this Privacy Notice or how your information is handled, please contact me using the details above.

I may collect and process the following personal information:

Website Enquiries

If you contact me through my website, email, telephone, or contact form, I may collect:

• Name

• Email address

• Telephone number

• Any information you choose to share in your enquiry

During Therapy

If you become a client, I may collect:

• Contact details

• Emergency contact information

• GP details (where relevant)

• Assessment information

• Session notes

• Correspondence relating to therapy

• Invoices and payment records

I only collect information that is necessary for providing counselling services and meeting legal, ethical and professional obligations.

I process personal information for the following purposes:

• To respond to enquiries

• To arrange and provide counselling services

• To maintain appropriate clinical records

• To communicate with clients

• To manage appointments and payments

• To comply with legal and professional obligations

• To safeguard clients or others where necessary

Under UK GDPR, the lawful bases I rely upon include:

Legitimate Interests

To respond to enquiries and manage my counselling practice.

Contract

Where processing is necessary to provide counselling services agreed between us.

Legal Obligation

Where I am required to retain records or disclose information by law.

Vital Interests

Where sharing information may be necessary to protect someone's life or safety.

Special Category Data

Information concerning mental health is considered special category data under UK GDPR.

The additional condition relied upon is:

Provision of health or social care services and/or explicit consent, where appropriate.

Confidentiality is a fundamental part of counselling.

Information shared during therapy will be treated confidentially except in circumstances where:

• There is a serious risk of harm to yourself or another person.

• There are safeguarding concerns involving a child or vulnerable adult.

• Disclosure is required by law or court order.

• Professional consultation or supervision is undertaken (all identifying information is removed wherever possible).

Where possible, concerns regarding disclosure will be discussed with you first.

As part of ethical practice, I regularly discuss my work with a qualified clinical supervisor.

This supports safe and effective practice. Identifying information is kept to a minimum and supervisors are bound by professional confidentiality requirements.

I do not sell personal information.

Information may be shared with:

• Clinical supervisors

• Professional advisers

• Legal authorities where required

• Safeguarding agencies where necessary

• Technology providers who support my practice

These may include:

• Squarespace (website hosting)

• Email providers

• Secure online storage providers

All reasonable steps are taken to ensure that any third-party provider complies with data protection requirements.

Enquiry information from prospective clients is normally retained for up to 6–12 months after the last contact.

Client records are retained for 7 years after the end of therapy in accordance with professional, legal and insurance requirements.

Records relating to children and young people may be retained for longer where required.

After the retention period has expired, records will be securely destroyed.

My website may use cookies and analytics tools to understand how visitors use the website and to improve functionality.

You can manage your cookie preferences through the cookie settings provided on the website.

For further information, please see the Cookie Policy.

Under UK GDPR, you have the right to:

• Access your personal information

• Request correction of inaccurate information

• Request erasure of information in certain circumstances

• Request restriction of processing

• Object to processing

• Request transfer of your information where applicable

• Withdraw consent where consent is relied upon

Requests can be made by contacting me using the details above.

If you have concerns about how your personal information has been handled, please contact me in the first instance.

Email: poppy.noy@outlook.com

I will acknowledge receipt of your complaint within 30 days and investigate the matter as promptly as possible.

You will be informed of the outcome once the investigation has been completed.

If you remain dissatisfied, you have the right to raise a complaint with the Information Commissioner's Office (ICO).

Information Commissioner's Office

Information Commissioner's Office (ICO)

Telephone: 0303 123 1113

My Commitment

I take data protection seriously and aim to handle personal information fairly, lawfully and transparently.

If you have concerns about how your personal information has been collected, stored, used or disclosed, I encourage you to raise these concerns with me.

How to Make a Complaint

Complaints can be submitted by email or in writing.

Please include:

• Your name

• Contact details

• Details of your concern

• Any relevant dates or correspondence

• The outcome you are seeking

Complaints should be sent to:

Poppy Noy : poppy.noy@outlook.com

What Happens Next?

Stage 1 – Acknowledgement

Your complaint will be acknowledged within 30 days of receipt.

Stage 2 – Investigation

I will review the concerns raised and investigate the matter fairly and objectively.

Additional information may be requested if necessary.

Stage 3 – Outcome

You will receive a written response outlining:

• The findings of the investigation

• Any actions taken

• Any further options available

Timescales

I aim to resolve complaints as quickly as possible.

Complex matters may take longer; if this is the case, I will keep you informed of progress.

If You Remain Dissatisfied

If you remain unhappy after receiving a response, you may raise your concerns with the Information Commissioner's Office (ICO).

ICO Complaints Information

The ICO is the UK's independent authority responsible for upholding information rights and data protection law.

Review of this Procedure

This procedure will be reviewed periodically to ensure compliance with current data protection legislation and ICO guidance.