Privacy Policy & Cookies

Data Collection & Usage	Details & Procedures
Data Controller	The Listening House is the designated Data Controller for all personal data collected through this website and our services. We are registered with the Information Commissioner’s Office (ICO). You can contact Tracy Harvey directly via email at tracy@thelisteninghouse.co.uk.
Lawful Basis for Processing	Data is processed under several lawful grounds under UK GDPR: Contractual Obligation: To fulfil the explicit terms of our counselling and therapy agreements. Legitimate Interests: For the safe and professional administration of our practice and services. Special Category Data (Health & Wellbeing): Processing of clinical or support information is conducted under the provision of healthcare, counselling, and psychotherapy services. Legal Obligation: For standard financial and tax record-keeping requirements.
Information Gathered & Purpose	We collect specific, necessary details to ensure safe and ethical practice: Contact Details: Name, email address, and phone numbers to coordinate your appointments and enquiries. Emergency Context: GP details and emergency contact information, utilised only if there is an immediate risk of serious harm or a medical emergency. Service & Session Notes: Brief background information, relevant health details, and session notes to guide effective care and support delivery.
Data Security & Storage	Your privacy is strictly protected across all storage formats: Physical Data: Initial assessment notes, 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 Tracy. Any digital calendar structures utilise professional, encrypted cloud infrastructure providing 256-bit TLS encryption.
Limits of Confidentiality	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 7 years following the conclusion of our services, as mandated by professional insurance parameters. Secondary digital communication links (phone numbers and emails) are permanently deleted 1 month after your work concludes. Detailed process reflections are shredded immediately upon termination of care.

Cookie Policy

This website uses essential security cookies and third-party analytics tools 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.
Mouseflow	Mouseflow ApS	A website analytics tool used to track user interactions, clicks, scrolling activity, and session replays. This helps us optimise site navigation and resolve usability issues. Expiries vary from session to 1 year.

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

We 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 Tracy via email at tracy@thelisteninghouse.co.uk. All complaints will be acknowledged within 30 days and thoroughly investigated without undue delay.
2. Ethical Regulation	Where services involve registered counselling practitioners (such as NCPS members), you may also file a formal professional complaint through their official Ethical Framework channels.
3. Data Privacy Escalation	If your complaint specifically concerns your data privacy rights and you are unsatisfied with our handling, you have a legal right to log an official complaint with the Information Commissioner’s Office (ICO) at www.ico.org.uk.