Goosenest Counselling
Goose Nest
Counselling & Psychotherapy
with Samantha Goose
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Privacy Policy, Privacy Notice & Complaints Procedure

This page explains how your personal information is collected, used, stored and protected. It also explains your rights and how to raise concerns.

1. Data Controller

Samantha Goose is the Data Controller for all personal information collected for counselling and supervision.

2. Information Collected

I may collect:

  • Contact details (name, address, email, telephone number)
  • Emergency contact details
  • Relevant health and wellbeing information
  • Information shared during counselling, supervision and assessment sessions*
  • Brief professional notes to support continuity of care*
  • Appointment and administrative information

*Session notes are short aide-mémoire notes. They are not full transcripts.

3. Why Your Data Is Used (Lawful Basis)

Your information is used to:

  • Provide counselling and supervision
  • Maintain safe and effective practice
  • Meet legal, regulatory, insurance and safeguarding duties

4. How Your Data Is Stored

  • Electronic records are password-protected and stored securely
  • Two-factor authentication is used where available
  • Paper records are kept in locked storage
  • Identifiable information is minimised
  • Only the practitioner has access

5. How Long Your Data Is Kept

  • Records are normally kept for seven years after counselling ends
  • They may be kept longer if required by law, insurance or safeguarding
  • After this, records are securely destroyed or permanently deleted

6. Data Security

I use appropriate technical and organisational measures to protect your information. This includes secure storage, password protection, and minimising identifiable information in digital communication.

7. Confidentiality and When Information May Be Shared

Everything you share is confidential. Confidentiality may be broken only if:

  • There is a risk of serious harm to you or others
  • There is a safeguarding concern
  • I am required by law or court order
  • A professional or legal duty requires it

Where possible, I will discuss this with you first unless doing so increases risk.

8. Your Rights Under UK Data Protection Law

You have the right to:

  • Access your personal data
  • Request corrections
  • Request restriction of processing in some situations
  • Object to certain types of processing
  • Request deletion in limited circumstances

These rights may be limited by legal, insurance or professional requirements.

Requests can be made verbally or in writing. Responses are normally provided within one calendar month.

9. Data Breaches

If a data breach occurs, I will take steps to contain it, assess risk, and notify anyone required by law.

10. Complaints About Data Handling

If you have concerns about how your data is handled, please speak to me first. If unresolved, you may contact the Information Commissioner’s Office (ICO): www.ico.org.uk

Client Complaints Procedure

If something does not feel right, I encourage you to talk to me. I welcome respectful feedback and believe honest conversations can build trust.

How to Make a Complaint

You can make a complaint:

Please include:

  • Your name and contact details
  • A clear description of the concern
  • Any relevant dates or information

Acknowledgement

Complaints are normally acknowledged within five working days.

Investigation

Your complaint will be reviewed fairly and thoroughly. I may look at relevant records and seek advice from a supervisor, insurers, professional bodies or legal advisers if needed. All information is handled confidentially.

Response

A written response is normally provided within 30 calendar days. This will outline findings, actions taken, and next steps if you remain dissatisfied.

Record Keeping

A confidential record of the complaint is kept in line with data protection and professional requirements.

If You Are Still Unhappy

You may contact:

Review

This procedure is reviewed annually or sooner if laws or professional guidance change.