Our Commitment to your Privacy & Feedback
We value your privacy and feedback with the upmost integrity and take every complaint seriously.
In accordance with new legislation that as come into force, it is important that you know that we are complying with GDPR (General Data Protection Regulation). We hope that this will help you to trust that we are holding your data securely.
Why we collect data
When you complete our online enquiry form, we take a few pieces of information from you, this is in order that we can contact you, that your prospective counsellor will know who you are and that we have the required information that we use as part of our statistical information. We will also ask you some questions about your mental health. We use this information to match you with a counsellor with relevant experience to work with you. We also use this data to access certain funding streams in order that we can retain our free at the point of use counselling service for our clients. When we pass this data to funders, we do so in a completely anonymised way for example we have seen X number of clients this month.
How we collect your data
Initially that is what is given to us by you. Occasionally other people may share information with us but this would only be with your permission.
How we store your data
The initial information that you give us, on first joining the waiting list is all stored on a password protected sharepoint. Information on the form completed with your counsellor is held in a locked filing cabinet. Notes written by your counsellor are anonymised and stored in a separate filing cabinet. Forms and notes will be destroyed after 3 years of completing counselling. Information on share point will be retained for 5 years and then deleted. Your counsellor may also have your telephone number in order to contact you in emergencies, they will save this in an anonymised system.
When we share your data
Occasionally if you or someone else close to you is at serious risk of harm, we may need to break confidentiality, this would lead to us sharing information with an approved body such as your GP. We would always discuss this with you though as stressed when making your initial contract with your counsellor.
Know your rights
You have many rights regarding your personal data, including knowing what information we hold on you. You have the right to be forgotten. This means that if at any time you want us to destroy your notes or any information that we hold on you, please inform us and we will do so.
Please put complaints and feedback in writing to:
Counselling Services Director,
4 Marlow Road,
We aim to offer a service which is safe for each client. The agency follows the ethical framework for Counselling Professions as a member of the British Association of Counsellors and Psychotherapists. If a client is unhappy with any aspect of the service they may contact the agency Director to discuss particular concerns. If following this discussion they want the complaint to go further they can contact the agency’s Executive Committee. Alternatively if the client chooses they can contact the BACP directly and inform them of their complaint.
Procedure – Initially complaints may be discussed informally with the agency Director. If the complainant feels that the situation has not been resolved, then the complaint can be sent to the Executive Committee in writing. From this point on all communication regarding the complaint will be dealt with both verbally and in writing. However as stated initially, complaints can be made in writing to the BACP.