Privacy Policy

Effective Date: 19 June 2026
Last Updated: 19 June 2026

Lisa Norfolk Counselling is committed to protecting your privacy and handling your personal information responsibly and in accordance with UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Data Controller

Lisa Norfolk Counselling is the data controller responsible for your personal information.

Email: lisanorfolkcounselling@gmail.com
Telephone: 07890 207447

1. What information is collected?

Depending on the nature of our contact and work together, I may collect:

Name
Email address
Telephone number
Emergency contact details
GP details
Information provided through the website contact form
Information shared during assessments and counselling sessions
Session notes and administrative records
Payment and invoicing information where applicable

I only collect information that is necessary for providing counselling services and managing our professional relationship.

2. How will I use your data?

Your information may be used to:

Respond to enquiries
Arrange and manage appointments
Provide counselling services
Issue invoices and maintain records
Contact next of kin where appropriate
Contact your GP or relevant services if necessary for safeguarding purposes
Meet legal, ethical and professional obligations

3. Why do I collect your information?

I process personal information because:

You have given consent when submitting an enquiry through my website.
Processing is necessary for the provision of counselling services.
Processing may be necessary to comply with legal or professional obligations.
Processing may be necessary to protect your vital interests or the interests of others where there is a safeguarding concern.

4. Who will see my data?

Your personal information is treated as confidential and stored securely.

Your information will not be shared with other organisations for marketing purposes and will never be sold to third parties.

Information may be shared only in the circumstances outlined in this policy.

5. Privacy and confidentiality of your sessions

Confidentiality is an important part of the counselling relationship.

Information will only be shared under the following circumstances:

Clinical Supervision

As part of ethical counselling practice, I attend regular supervision. Any information discussed in supervision is anonymised and treated confidentially.

Safeguarding and Risk

If there is a serious concern for your safety or the safety of another person, information may need to be shared with appropriate services, including your GP, mental health services, social services, safeguarding teams or emergency services.

Where possible, any disclosure will be discussed with you beforehand.

Legal Requirements

Information may be disclosed if required by law, court order, or where there is a legal obligation to do so.

6. How long is your data kept?

I keep records in accordance with BACP guidelines and legal requirements.

This usually means retaining clinical notes for up to seven years after our work ends, or until the client reaches the age of 25 if they were under 18 at the time counselling ended.

After this period, records will be securely deleted or destroyed.

7. Website contact forms

When you submit an enquiry through my website, your information is used solely to respond to your enquiry and discuss potential counselling services.

If you choose not to proceed with counselling, your enquiry information will be securely deleted in line with my retention procedures.

8. Data security

I take appropriate measures to protect your information from loss, misuse, unauthorised access or disclosure.

Information is stored securely using password-protected systems and secure record-keeping procedures.

9. Cookies and website analytics

My website uses cookies to improve user experience and collect anonymous website traffic information.

No personal information is collected through cookies without your consent.

You can manage your cookie preferences through your browser settings.

10. Your rights

Under UK GDPR, you have the right to:

Request access to your personal information
Request correction of inaccurate information
Request deletion of information where appropriate
Restrict or object to certain types of processing
Withdraw consent where consent is the legal basis for processing
Request a copy of your personal information

Please note that professional, legal, safeguarding or insurance requirements may mean some information cannot be deleted immediately.

11. Data Protection Concerns and Complaints

If you have concerns about how your personal information has been collected, stored or used, you have the right to raise a complaint directly with Lisa Norfolk Counselling in the first instance.

Complaints can be submitted by email to:

lisanorfolkcounselling@gmail.com

Upon receiving a complaint, I will:

Acknowledge receipt of your complaint within 30 days.
Investigate the matter without undue delay.
Provide you with a clear outcome and explain any actions taken.
Keep appropriate records of the complaint and its resolution.

I aim to resolve any concerns fairly and transparently wherever possible.

If you remain dissatisfied, you have the right to lodge a complaint with the Information Commissioner's Office (ICO).

Information Commissioner's Office (ICO)

Website: https://ico.org.uk
Telephone: 0303 123 1113

12. Updates to this policy

This policy may be updated from time to time.

The most recent version will always be available on this website.

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

Lisa Norfolk Counselling
📧 lisanorfolkcounselling@gmail.com
📞 07890 207447

Thank you for trusting me with your information.