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Heart & Soul Counselling and Psychotherapy’s Privacy Policy

Heart & Soul is committed to protecting and respecting your privacy and the law requires us to explain your rights and our obligations to you.

Our policy complies with the UK law accordingly implanted, including that required by the EU General Data Protection Regulation (GDPR)

We ask that you carefully read this Privacy Notice as it contains information on:

  • The personal data we request

  • Your privacy rights and your protection under the law.

We reserve the right to modify this privacy policy at any time, for example, if the law changes. Changes will take effect immediately after they are posted on our website and you will be deemed to have accepted the terms of the privacy policy when you first give consent.

Who we are

  • Heart & Soul is a private psychological service that assesses and treats mental health disorders for fee-paying and insurance-based patients.

  • Heart & Soul operates the  website:

  • Heart & Soul is a data controller under the data protection rules.


Please contact Sarah by email address:​ for more information

on this Privacy Policy.


What we collect:

When you become a client a contract is formed between us. The service we provide you as a client necessitates you provide us with personal information as follows:

  • Your name

  • Contact information including email address, telephone number, mobile phone number, postal address

  • Emergency contact details

  • GP details

  • Relevant medical details

  • Preference for receiving information by email, phone, text or letter.

We process this information on the basis that there is a contract between us, or that you have requested we use the information before we enter into a contract.

We continue to process this information until the contract between us ends or is terminated by either party.

How we may use your information

We rely on the legitimate interest basis to use your personal information in some circumstances. For example, when you access our services, we have a legitimate organisational interest to use your information to respond to you for your benefit.
We also rely on obtaining your consent to use your personal information. For example, we will seek your consent to receive emails about further available services.

We may use your information for several purposes including the following:

  • For invoicing purposes

  • To provide you with information about changed or cancelled services

  • To provide you with information about our work or our activities that you have agreed to receive

  • To assess our performance (anonymised)

  • To ensure we know how you prefer to be contacted

  • To keep a record of which services you have received from us

  • To make suggestions and recommendations about goods or services that may interest you.

  • To notify you about changes to our service.

  • For any other reasonable purposes of Heart & Soul, acting always by the data protection law (as amended from time to time)

Information we process with your implicit consent:

You provide your consent to us to process information that may be personal data through certain actions when otherwise there is no contractual relationship between us. For example, when you browse Heart & Soul's website or ask us to provide you with more information about our services.

  • Wherever possible, we aim to obtain your explicit consent to process this data.

  • Sometimes you give your consent implicitly, such as when you write to Heart & Soul requesting a response.

  • When you contact Heart & Soul by telephone, or by email, we collect the data you have given us to give the information you have requested.

  • We record your request and your reply on the basis that there is a legitimate interest in efficiently managing our business

  • We keep personally identifiable information associated with your messages such as your name, telephone number or email address to communicate with you and provide a high-quality service.

  • Sometimes we process information because we have a statutory obligation to comply with a legal requirement. (For example, we may be required to give information to legal authorities, if they so request, or if they have the proper authorisation such as a search warrant or court order).

  • We will continue to process your information on this basis until you withdraw your consent.

  • You may withdraw your consent at any time by sending an email to: Email: 


The lawful basis and purpose of the processing:

  • Your explicit consent is the lawful basis for the processing of your data.  

  • The purpose of the processing is to provide you with an efficient service in terms of arranging appointments and professional record keeping.

  • Your personal information will not be shared unless you give permission, or we are required by law to do so.


Information Sharing and Disclosure

We may share your information with the following selected third parties:

  • Your GP, but only with specific, written permission from you.

  • If we are under a duty to disclose or share your data to comply with any legal obligation, (for example to government bodies and law enforcement agencies) to enforce or apply other agreements; or to protect the rights, property, or safety of Heart & Soul, or others. This includes exchanging information with other companies and organisations for fraud protection and credit risk reduction. No data outside of the EU.

Keeping your records

  • We keep records of your personal information only for as long as required to operate the service by legal requirements and tax and accounting rules.

  • We will keep certain personal information for longer to confirm your identity, when you were a client of Heart & Soul and for how long.

  • However, unless specifically requested in writing by you, assessment materials will be kept for a period of 2 years (unless required to inform ongoing support) and then destroyed. Assessment reports will be kept securely in electronic and handwritten form for an appropriate length of time-usually 5 years-to allow you access to them at a future date.

  • We may retain non-identifiable data for statistical purposes for longer than 5 years.


Where we may store your information

The data that we collect from you will be stored securely at Heart & Soul and electronically on Heart & Soul’s online systems.

  • Your data is kept to help provide you with the services you have requested

  • For record-keeping

  • To comply with the law

  • To support a claim or a defence in court

  • To comply with the regulations of my professional body the British Association of Cognitive and Behavioural Psychotherapy (BABCP)

By submitting your data, you agree to this transfer, storing or processing.

Heart & Soul will take all steps reasonably necessary to ensure that your data is treated securely and by this Privacy Policy.
The Control of your data

  • Your personal information will be held and processed until you withdraw your consent

  • You have the right to have your information erased

  • You have the right to request access to the personal information that is held. We will respond within 30 days

  • You have the right to have your data corrected

  • You have the right to complain about the use of your data with the ICO


Heart & Soul is committed to ensuring that your information is secure. We have policies and procedures in place to prevent unauthorised disclosure and to safeguard the information that is collected.


  • If we receive a complaint, we will record all the information we are given.

  • We will use that information to resolve the complaint.

  • If we think a complaint is vexatious or without basis, we will not enter into correspondence. 

  • If you complain about the content of our website, we will investigate your complaint. If we feel it is justified, or if we feel the law requires us to do so, we will remove the content.

  • If you have a complaint about how your data has been processed, you should inform us by email.

Links to other websites

  • Heart & Soul website may contain links to other websites of interest.

  • Once you have accessed these links, we do not have control over those websites.

  • Such websites are not governed by this privacy policy and we cannot be held responsible for the protection and privacy of any information you may provide when visiting them.

Heart & Soul Cookie Policy

Cookies are little text files downloaded by and stored on your device (phone, laptop, tablet, etc.) when you visit a website. Cookies are used to help the website owner (in this case, Heart & Soul) to provide you with a smooth experience while you browse.

Like any other website Heart & Soul uses cookies to:

  • Make our website work and collect anonymous data to gain insight into how visitors use our website

  • Heart & Soul does not use cookies to collect any information that could personally identify you. Neither do we use cookies to pass on any personally identifiable information to third parties

  • This privacy policy applies only to our online activities and is valid for visitors to our website about the information that they shared with Heart & Soul. This policy does not apply to any information collected offline or via channels other than this website.

  • You can choose to disable cookies through your browser options. To know more detailed information about cookie management with specific web browsers, it can be found on the browsers’ respective websites

This website uses cookies

We use cookies to personalise content and ads, provide social media features and analyse our traffic. We also share information about your use of our site with our social media, advertising and analytics partners who may combine it with other information that you’ve provided to them or that they’ve collected from your use of their services. You consent to our cookies if you continue to use our website.

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