Privacy and Cookie Policy

Data Collection & Usage	Details & Procedures
Data Controller	Roberta Bracknell is the designated Data Controller for Quest Counselling Sutton. I am fully registered with the Information Commissioner’s Office (ICO). You can contact me directly via email at robertabracknell@gmail.com
Lawful Basis for Processing	Data is processed under several lawful grounds under UK GDPR: Contractual Obligation: To fulfil the explicit terms of our counselling agreement. Legitimate Interests: For the safe, professional administration of my practice. Special Category Data (Health): Processing of clinical information is conducted under the provision of healthcare, psychotherapy, and clinical services. Legal Obligation: For standard financial and tax record-keeping requirements.
Information Gathered & Purpose	I collect specific, necessary details to ensure safe and ethical practice: Contact Details: Name, address, email, and phone numbers to coordinate your appointments. Emergency Context: Date of birth (as an NHS identifier) and GP contact details, utilised only if there is an immediate risk of serious harm or a medical emergency during a session. Clinical Notes: Brief background information, relevant medical conditions, medications, and brief session themes to guide effective clinical care.
Data Security & Storage	Your privacy is strictly protected across all storage formats: Physical Data: Initial intake assessments, signed agreements, and paper documents are locked securely in a private filing cabinet. Digital Records: Emails, digital communications, and phone numbers are stored on password-protected devices accessible only by me. Any digital calendar structures utilise professional, encrypted cloud infrastructure providing 256-bit TLS encryption.
Limits of Confidentiality	Clinical data is strictly confidential and will never be shared or sold. Information is only shared under specific legal exceptions: If records are subpoenaed directly by a court of law. If there is an imminent risk of severe harm to yourself or another individual. Statutory legal obligations requiring disclosure under UK law, such as clear knowledge of money laundering or terrorism. Anonymised case review within professional clinical supervision, ensuring no identifying details are disclosed.
Retention & Disposal	Core records (session notes, contracts, and assessment sheets) are retained securely for exactly 7 years following the conclusion of therapy, as mandated by professional insurance parameters. Secondary digital communication links (phone numbers and emails) are permanently deleted 1 month after your therapeutic work concludes. Detailed process reflections are shredded immediately upon termination of care.

Cookie Policy

This website uses essential security cookies and a single third-party analytics script to monitor platform performance and enhance user experience.

Cookie Type	Provider	Purpose & Expiry
Google Analytics	Google LLC	An anonymous tracking cookie used to monitor website traffic patterns, visitor counts, and page performance. No personal or identifying user details are captured. Expiries vary from session to 2 years.

You can manage, block, or delete cookies at any time by accessing the privacy and security settings inside your web browser.

Your Statutory Rights Under GDPR

You hold clear legal rights regarding how your data is handled:

• Right to Access: You can request a complete copy of the data held about you at any time, which will be provided within one month.
• Right to Rectification: You can request the immediate correction of any inaccurate or incomplete records.
• Right to Data Portability: You have the right to request your personal information be securely transferred to another party.
• Right to Erasure: You can request your personal information be deleted (this can be declined if keeping the records is legally or professionally required for insurance compliance).

Complaints Procedure

I aim to offer a deeply supportive, professional, and transparent service. However, if you have any concerns regarding how your personal information is handled, or wish to file a formal complaint, please follow the steps outlined below:

Stage	Contact Details & Next Steps
1. Direct Resolution	In the first instance, please raise your concerns directly with me via email at robertabracknell@gmail.com All complaints will be acknowledged within 30 days and thoroughly investigated without undue delay.
2. Ethical Regulation	Because I am a registered member of the British Association for Counselling and Psychotherapy (BACP), you can file a formal professional complaint directly through the official BACP Ethical Framework channels.
3. Data Privacy Escalation	If your complaint specifically concerns your data privacy rights and you are unsatisfied with my handling, you have a legal right to log an official complaint with the Information Commissioner’s Office (ICO) at www.ico.org.uk.