Privacy & Cookies

Balance in Mind Counselling Centurion House
19-21 Woodside Rd
Southbourne, Bournemouth BH5 2BA
Telephone: 07899 963015

Email: info@balanceinmindcounselling.co.uk
Website: balanceinmindcounselling.co.uk

1. Introduction

Your privacy is important to Balance in Mind Counselling. We are committed to protecting your personal data and handling it fairly, lawfully, securely and transparently.

This Privacy Statement explains how we collect, use, store and protect your personal

information in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and applicable professional and ethical obligations, including the British Association for Counselling and Psychotherapy (BACP) Ethical Framework.

By contacting or engaging with Balance in Mind Counselling, you acknowledge that your personal data may be processed as described in this Privacy Statement.

This Privacy Statement applies to personal information collected directly by Balance in Mind Counselling through our website, email, telephone, text messaging, online forms and

counselling services. It does not apply to third-party websites linked from our website.

2. Data Controller

Balance in Mind Counselling is the Data Controller responsible for your personal information. Data Protection Lead: Stephanie Smith

ICO Registration Number: ZA142054

If you have any questions regarding this Privacy Statement or how your information is handled, please contact:

Email: info@balanceinmindcounselling.co.uk Telephone: 07899 963015

3. Information We Collect Initial Enquiries

When you contact us to enquire about counselling services, we may collect:

Name
Telephone number
Email address
Preferred contact method
Availability for appointments

General details relating to your enquiry
IP address and website usage information where applicable

If you do not proceed with counselling, enquiry information will normally be deleted within 30 days unless there is a legitimate reason to retain it.

Client Information

If you become a client, we may collect:

Contact details
Date of birth
GP details
Emergency contact information
Information relevant to your counselling needs
Session notes
Correspondence and communications
Appointment and payment records

Special Category Data

As part of providing counselling services, we may process special category personal data including:

Physical health information
Mental health information
Ethnicity
Religious or philosophical beliefs
Sexual orientation or sexual life
Family and relationship information
Other sensitive personal information relevant to counselling

We collect only information that is relevant and necessary for providing a safe, ethical and effective counselling service.

4. Lawful Basis for Processing

Under UK GDPR, we process personal data using one or more of the following lawful bases:

Contract

Where processing is necessary to provide counselling services requested by you.

Legitimate Interests

Where processing is necessary for the administration, operation and improvement of our counselling service and where your rights do not override those interests.

Legal Obligations

Where we are required to process information to comply with legal or regulatory requirements.

Vital Interests

Where processing is necessary to protect someone’s life or prevent serious harm.

Special Category Data

Counselling services involve processing special category data. This processing is undertaken in accordance with Article 9 UK GDPR and Schedule 1 of the Data Protection Act 2018, including the provision of health and counselling services and the safeguarding of individuals.

5. How We Use Your Information

Your personal information may be used to:

Respond to enquiries
Arrange consultations and appointments
Provide professional counselling services
Maintain counselling records
Contact you regarding appointments
Process payments and manage accounts
Obtain professional supervision as required by the BACP Ethical Framework
Improve our services
Comply with legal and professional obligations
Protect clients and others from serious harm

We will only use your information for purposes that are lawful, necessary and proportionate.

6. Confidentiality and Information Sharing

Confidentiality is a fundamental part of counselling. Information will not normally be shared without your knowledge or consent.

However, information may be disclosed where:

With Your Consent

You have given explicit permission for information to be shared with another professional or organisation.

Risk of Serious Harm

We believe there is a significant risk of serious harm to you or another person.

Safeguarding

There are concerns regarding the welfare or safety of a child, young person or vulnerable adult.

Legal Requirement

We are required to disclose information by law, court order or regulatory obligation.

Professional Supervision

Counsellors are required to undertake professional supervision. Information discussed in supervision is limited to what is necessary, and reasonable steps are taken to protect client identity.

7. Service Providers and Data Processors

We may use carefully selected third-party providers to assist with:

Secure email services
IT support
Cloud storage and backup
Appointment administration
Website hosting

Where third-party providers process personal data on our behalf, they do so under written agreements and are required to comply with UK data protection legislation.

8. Data Security

We take appropriate technical and organisational measures to protect your personal data from loss, misuse, unauthorised access, disclosure or alteration.

These measures may include:

Password-protected systems
Device encryption
Secure cloud storage
Multi-factor authentication
Locked filing systems
Restricted access to client information

Although every reasonable effort is made to protect information, no electronic transmission or storage system can be guaranteed to be completely secure.

9. International Transfers

Where personal information is transferred outside the United Kingdom, appropriate safeguards will be implemented in accordance with UK GDPR requirements.

These safeguards may include:

UK adequacy regulations
International Data Transfer Agreements (IDTAs)
Other legally approved transfer mechanisms

10. Data Retention

Client records are retained for seven years after counselling ends.

Where counselling is provided to a child or young person, records may be retained until the individual reaches adulthood plus seven years, in accordance with professional guidance and legal requirements.

Enquiry records for individuals who do not become clients are normally deleted within 30 days. At the end of the retention period, records are securely destroyed or permanently deleted.

11. Personal Data Breaches

Balance in Mind Counselling has procedures in place for identifying, investigating and responding to personal data breaches.

Where required by law, breaches will be reported to the Information Commissioner’s Office (ICO) and affected individuals without undue delay.

12. Your Rights

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 in certain circumstances
Request transfer of your data where applicable
Withdraw consent where consent is relied upon
Lodge a complaint with the Information Commissioner’s Office

Some rights may be restricted where exemptions apply, particularly where counselling records are involved and disclosure could cause serious harm.

13. Access Requests

You may request a copy of the information held about you by contacting: info@balanceinmindcounselling.co.uk

We will normally respond within one month, subject to any lawful extensions permitted under UK GDPR.

Proof of identity may be required before information is released.

14. Complaints

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

You also have the right to complain to the Information Commissioner’s Office (ICO): Website: www.ico.org.uk

Telephone: 0303 123 1113

15. Changes to This Privacy Statement

This Privacy Statement may be updated periodically to reflect changes in legal requirements, professional guidance or our services.

The latest version will always be available upon request and on our website.

Appendix A – Systems and Service Providers

To provide counselling services safely, efficiently and securely, Balance in Mind Counselling uses a number of third-party service providers (“processors”) who may process personal information on our behalf. These providers are selected carefully and are required to maintain appropriate security and confidentiality measures.

Microsoft 365

Microsoft 365 is used for business email, document creation, secure file storage and administration of counselling records and business information.

Microsoft acts as a data processor and provides security measures including encryption, access controls and multi-factor authentication where enabled.

Privacy information: https://www.microsoft.com/privacy

iCloud

Apple iCloud may be used for secure backup and synchronisation of business data across authorised devices used by Balance in Mind Counselling.

Appropriate security measures, including password protection and multi-factor authentication, are used to protect access to iCloud accounts.

Privacy information: https://www.apple.com/legal/privacy

ClinicalWill.app

ClinicalWill.app is used as a secure practice management and clinical record system for maintaining counselling records, client information, assessments, notes and related

documentation.

ClinicalWill.app acts as a data processor and processes information solely for the purposes of delivering counselling services and maintaining clinical records.

Privacy information: https://clinicalwill.app

Zoom

Zoom may be used to provide online counselling sessions where agreed with clients.

Online sessions are conducted using password-protected meetings and other available security settings designed to protect confidentiality and privacy.

Clients should be aware that while reasonable security measures are used, no internet-based communication platform can be guaranteed to be completely secure.

Privacy information: https://www.zoom.com/privacy

WhatsApp may be used for appointment reminders, administrative communications and other agreed contact between Balance in Mind Counselling and clients.

Clients should be aware that WhatsApp is a third-party messaging platform and

communications may be processed in accordance with WhatsApp’s own privacy policies and technical infrastructure.

Sensitive clinical information should not ordinarily be transmitted via WhatsApp unless specifically agreed and appropriate to do so.

Privacy information: https://www.whatsapp.com/legal/privacy-policy

International Transfers

Some service providers may process or store information outside the United Kingdom. Where this occurs, Balance in Mind Counselling will ensure that appropriate safeguards are in place in accordance with UK GDPR requirements, including the use of adequacy regulations,

International Data Transfer Agreements (IDTAs), or other legally recognised transfer mechanisms.

Balance in Mind Counselling regularly reviews its service providers and security arrangements to ensure personal information remains appropriately protected