PRIVACY NOTICE & COMPLAINTS PROCEDURE
Private Counselling Practice
This information is for clients and website visitors. It explains how I handle personal information and how you can raise a concern or complaint.
Privacy Notice
1. About me
I am a self-employed, sole-practitioner counsellor and the data controller for personal information processed in connection with my counselling practice.
Practice name: Illuminate Counselling Brighton
Counsellor: Zoe Boylan
Email: zbcounselling@yahoo.com
Telephone: 07807 907046
Practice address: 9a Princes Street, Brighton BN2 1RD
2. What information I collect
Depending on how you interact with my practice, I may collect your name and contact details, email address and telephone number, appointment and attendance information, information you provide when making an enquiry, counselling notes and records, relevant physical or mental health and wellbeing information, emergency contact information where appropriate, and payment or invoicing information.
Some information processed during counselling may be special category personal data, particularly information concerning physical or mental health. This information receives additional protection under UK data protection law.
3. How I use your information
I use personal information only where necessary for my counselling practice, including to respond to enquiries, arrange appointments, provide counselling, communicate with you, maintain appropriate professional records, manage payments and administration, meet legal, professional, ethical or insurance requirements, and address safeguarding or serious-risk concerns where necessary and lawful.
4. Sensitive and health information
Counselling may involve information about your physical or mental health, wellbeing, relationships, personal circumstances or other sensitive matters. Where I process health information or other special category personal data, I do so only where permitted under UK data protection law and apply appropriate safeguards.
5. Legal basis for processing
I only process personal data where I have a lawful basis under UK data protection law. Depending on the circumstances, this may include taking steps at your request before an agreement, providing counselling services under a contract, complying with a legal obligation, legitimate interests, or consent where appropriate. Where special category personal data is processed, an additional condition under UK data protection law also applies.
6. Confidentiality
Confidentiality is an important part of counselling. Information you share with me will normally remain confidential. There are circumstances where confidentiality may need to be limited, for example where there is a serious risk of harm, a safeguarding concern, a legal requirement to disclose information, or where disclosure is otherwise required or permitted by law or professional obligations. Where appropriate and safe, I will discuss any necessary disclosure with you.
7. How I store and communicate information
I use the following systems as part of my practice:
• Yahoo Mail – for practice-related email communication.
• BACP Bacpac – for relevant client and practice records.
• Zoom – for online counselling sessions where agreed with the client.
• Paper records – stored securely in a locked filing cabinet.
As I work as a sole practitioner, access to client records is normally restricted to me, subject to any lawful or necessary access by service providers or authorities.
8. Online counselling and Zoom
Where online counselling is offered, I may use Zoom to conduct counselling sessions. Zoom may process information such as your name, email address, device information and technical information necessary to establish and maintain the online meeting.
I use appropriate privacy and security settings for online counselling. Counselling sessions will not normally be recorded. If recording were ever proposed, this would require a specific lawful basis and appropriate agreement before recording took place.
Online counselling involves the use of an internet connection and a third-party technology provider. I recommend attending sessions from a private location and using a device and internet connection that you consider secure.
9. Email and electronic communications
Email is used for practical communication such as arranging appointments and responding to enquiries. Ordinary email may not provide the same level of confidentiality as encrypted communication. I will avoid including unnecessary sensitive information in emails and take reasonable steps to protect information sent or received electronically.
10. Who may receive your information?
I do not sell or rent your personal information. I will normally keep your information confidential. I may disclose information where there is a lawful and appropriate reason, including with your consent, where required by law or court order, where necessary to protect someone from serious harm, for safeguarding, or to meet professional, regulatory or insurance obligations. Where information must be disclosed, I will aim to share only what is necessary.
11. How long I keep your information
I retain personal and counselling records only for as long as reasonably necessary, taking account of applicable legal, professional, ethical and insurance requirements. Different types of information may be retained for different periods. When information is no longer required, it will be securely deleted, destroyed or otherwise disposed of.
12. Your data protection rights
Depending on the circumstances, you may have rights under UK data protection law to request access to your personal information, ask for inaccurate information to be corrected, request deletion in certain circumstances, request restriction of processing, object to certain processing, and request data portability where applicable. These rights are subject to legal exemptions and circumstances where I may be required to retain or process information.
13. Website cookies
My website does not use cookies or similar technologies.
14. Links to other websites
My website may contain links to other websites. This Privacy Notice applies only to my website and not to external websites. I recommend checking the privacy information of any external website you visit.
Complaints Procedure
15. My approach to complaints
I aim to provide a professional, safe and respectful counselling service. I welcome feedback and take concerns and complaints seriously. If something has not felt right, I encourage you to raise it with me so that I have an opportunity to understand your concern and, where appropriate, put matters right.
16. Raising a concern informally
If you have a concern, you can raise it with me as soon as possible by email, telephone or in writing. Where appropriate, we can discuss the concern together and I will try to resolve it promptly and fairly.
Email: zbcounselling@yahoo.com
Telephone: 07807 907046
Practice address: 9a Princes Street, Brighton BN2 1RD
17. Making a formal complaint
If you would prefer to make a formal complaint, please provide your name and contact details, a description of your concern, relevant dates where known, any information you feel is relevant, and what you would like me to consider or resolve. You do not need to use any particular wording or refer to legislation.
18. How I will handle your complaint
As a sole practitioner, I will normally investigate the complaint myself. I will consider the information provided, review relevant records where appropriate, maintain appropriate confidentiality, and consider whether any changes to my practice or procedures are necessary.
I will acknowledge a complaint within 30 days and, where possible, explain how I intend to deal with it and when you can expect a response.
19. Outcome
Following my investigation, I will provide a written response where appropriate. This will explain the outcome, the reasons for it, any action I intend to take, and any further steps available to you.
20. Complaints about online counselling
If your complaint relates to an online counselling session or the use of Zoom, you can use the same complaints procedure. This may include concerns about access to a session, privacy or confidentiality, technology, communication, or the handling and security of personal information.
21. Data protection complaints
If your complaint concerns how I have collected, used, stored or otherwise handled your personal information, I will deal with it in accordance with applicable data protection law.
If you remain dissatisfied with how your personal information has been handled, you have the right to complain to the Information Commissioner's Office (ICO), the UK's independent supervisory authority for data protection.
ICO website: https://ico.org.uk/
22. Professional complaints
If you wish to raise a concern about my professional conduct, you may also contact my professional body, where applicable.
Professional body: BACP
Membership/accreditation: Registered Member
Website: www.bacp.co.uk
23. Review
This Privacy Notice and Complaints Procedure will be reviewed regularly and updated where necessary.
Last updated: 4th October 2026
Next review date: 3rd October 2028
