1. Introduction

Climb Youth Therapy Limited is committed to protecting your privacy and handling your personal information responsibly, transparently and securely.

We understand that choosing a counselling service involves placing significant trust in us. Protecting your personal information is an important part of that trust.

This Privacy Policy explains:

• what information we collect; 
• why we collect it; 
• how we use it; 
• when we may share it; 
• how we protect it; 
• how long we keep it; and 
• your rights under UK data protection law. 

This policy applies whenever you contact us, use our website, enquire about our services or receive counselling or wellbeing support from Climb Youth Therapy Limited.

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2. Who We Are

Climb Youth Therapy Limited provides counselling and wellbeing services primarily for young people aged 15 to 25 years, together with support for parents and families where appropriate.

For the purposes of UK data protection law, Climb Youth Therapy Limited is the Data Controller responsible for deciding how your personal information is collected and used.

Data Controller

Climb Youth Therapy Limited

Registered Office:
[Registered Office Address]

Email:
[Business Email]

Telephone:
[Business Telephone]

Website:

www.climbyouththerapy.co.uk

ICO Registration Number:

Application Pending

Once registration has been completed, our Information Commissioner’s Office registration number will be published here.

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3. Our Commitment to Your Privacy

We only collect information that is necessary to:

• provide safe and effective counselling services; 
• communicate with you; 
• manage appointments; 
• comply with our legal and professional obligations; and 
• improve the quality of our services. 

We will never sell your personal information.

We will never use your information for unrelated marketing purposes without your consent.

We aim to collect the minimum amount of information necessary to fulfil the purposes described in this policy.

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4. The Information We Collect

The information we collect depends on the nature of your relationship with us.

Identity Information

This may include:

• name; 
• date of birth; 
• address; 
• telephone number; 
• email address. 

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Appointment Information

Including:

• appointment requests; 
• booking history; 
• attendance records; 
• cancellations; 
• payment status. 

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Health Information

To provide counselling safely and effectively, we may collect information relating to:

• your wellbeing; 
• presenting concerns; 
• relevant medical history; 
• medication (where relevant); 
• risk factors; 
• emergency contact details; 
• GP details (where appropriate). 

Health information is classified as Special Category Personal Data under UK GDPR and receives additional legal protection.

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Therapy Records

During counselling we may create professional records including:

• assessment notes; 
• treatment plans; 
• session notes; 
• safeguarding records; 
• clinical correspondence. 

These records are maintained for professional, legal and safeguarding purposes.

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Website Information

When you visit our website we may collect limited technical information, including:

• IP address; 
• browser type; 
• device information; 
• pages visited; 
• website usage statistics. 

Further information is provided in our Cookie Policy.

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5. How We Collect Your Information

Information may be collected when you:

• visit our website; 
• submit an enquiry; 
• complete an online contact form; 
• book an appointment; 
• complete registration forms; 
• communicate with us by email or telephone; 
• attend counselling sessions; 
• use the Konfidens client portal; 
• correspond with us through secure messaging. 

Occasionally we may receive information from another healthcare professional where you have requested or authorised this, or where sharing is otherwise lawful.

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6. Why We Use Your Information

We use your information to:

• provide counselling services; 
• arrange appointments; 
• maintain clinical records; 
• manage payments; 
• communicate with you; 
• comply with safeguarding responsibilities; 
• comply with legal obligations; 
• manage complaints; 
• improve our services; 
• protect the safety of clients and others. 

We will only use your information for purposes that are compatible with those explained in this policy.

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7. Our Lawful Basis for Processing

UK GDPR requires organisations to identify the legal basis for processing personal information.

Depending on the circumstances, Climb Youth Therapy Limited relies on one or more of the following lawful bases.

Contract

Where processing is necessary to provide the counselling services you have requested.

For example:

• booking appointments; 
• managing sessions; 
• communicating about your therapy. 

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Legal Obligation

Where we are required to process information to comply with legal responsibilities.

For example:

• safeguarding; 
• financial record keeping; 
• responding to lawful requests from public authorities. 

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Legitimate Interests

Where processing is necessary for the legitimate operation of our practice and does not override your rights.

For example:

• maintaining secure records; 
• quality assurance; 
• business administration. 

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Consent

Where consent is required, we will ask for it clearly and explain how it may be withdrawn.

Examples include:

• marketing communications; 
• optional information sharing. 

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Special Category Data

Health information receives additional protection under UK GDPR.

Where required, we process this information because it is necessary for:

• providing health-related support; 
• safeguarding; 
• establishing, exercising or defending legal claims; 
• meeting professional obligations. 

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8. How We Keep Your Information Safe

Protecting your information is a priority.

We use a combination of organisational and technical safeguards designed to reduce the risk of unauthorised access, loss or misuse.

These include:

• encrypted systems; 
• secure passwords; 
• multi-factor authentication where available; 
• restricted staff access; 
• secure cloud-based storage; 
• regular software updates; 
• confidential disposal of records. 

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Konfidens

Climb Youth Therapy Limited uses Konfidens as its secure practice management platform.

Konfidens is used to manage:

• appointments; 
• online counselling sessions; 
• secure messaging; 
• client records; 
• therapy notes; 
• invoices; 
• payments. 

Information stored within Konfidens is protected using appropriate technical and organisational security measures.

Further information regarding Konfidens’ privacy and security arrangements is available from the platform provider.

9. Who We Share Your Information With

We treat your personal information as confidential and will only share it where there is a lawful reason to do so.

Depending on the circumstances, we may share information with:

• your General Practitioner (GP), where appropriate; 
• other healthcare professionals involved in your care; 
• statutory safeguarding agencies; 
• emergency services; 
• the Police, where legally required or necessary to prevent serious harm; 
• the courts, where disclosure is required by law; 
• our professional indemnity insurers, where necessary; 
• our clinical supervisor, in accordance with professional ethical requirements; 
• professional advisers such as accountants, solicitors or auditors, where appropriate and subject to confidentiality obligations; 
• trusted technology providers who support the operation of our practice. 

Information will only be shared where:

• you have provided your consent; 
• sharing is necessary to deliver our services; 
• sharing is required by law; 
• sharing is necessary to safeguard a child, young person or adult at risk; or 
• another lawful basis under UK GDPR applies. 

Whenever possible, we will share only the minimum information necessary for the purpose concerned.

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10. Clinical Supervision

Professional supervision is an essential part of safe counselling practice and is a requirement of recognised professional bodies.

During supervision, counsellors discuss aspects of their work with an experienced clinical supervisor.

Client information shared during supervision is:

• treated as strictly confidential; 
• anonymised wherever reasonably possible; 
• limited to information necessary to support safe and effective practice; and 
• managed in accordance with UK GDPR and professional ethical standards. 

Clinical supervision helps maintain high standards of care while protecting client confidentiality.

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11. International Data Transfers

Climb Youth Therapy Limited primarily stores and processes personal information within the United Kingdom or countries recognised as providing an adequate level of data protection.

Where personal information is transferred outside the UK, appropriate safeguards will be in place to protect your information in accordance with UK data protection law.

These safeguards may include:

• UK International Data Transfer Agreements; 
• recognised adequacy regulations; 
• approved contractual clauses; or 
• other lawful transfer mechanisms. 

We will not transfer personal information internationally unless appropriate legal protections are in place.

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12. How Long We Keep Your Information

We only retain personal information for as long as it is necessary to fulfil the purposes for which it was collected, meet our legal obligations and comply with professional requirements.

Retention periods are determined by considering:

• legal requirements; 
• safeguarding responsibilities; 
• insurance obligations; 
• professional guidance; 
• limitation periods for legal claims; and 
• the nature of the information concerned. 

When information is no longer required, it will be securely deleted or permanently destroyed.

A summary of our retention periods is provided in Appendix B.

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13. Your Rights Under UK GDPR

Under UK data protection law, you have a number of important rights regarding your personal information.

These include the right to:

Access

Request a copy of the personal information we hold about you.

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Rectification

Ask us to correct inaccurate or incomplete information.

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Erasure

Request deletion of your information in certain circumstances.

Please note that this right is not absolute. We may be required to retain certain records for legal, safeguarding or professional reasons.

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Restrict Processing

Request that we temporarily limit how we use your information.

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Object

Object to certain types of processing where the law allows.

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Data Portability

Receive certain personal information in a commonly used electronic format where applicable.

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Withdraw Consent

Where processing is based on your consent, you may withdraw that consent at any time.

Withdrawal of consent does not affect processing that has already taken place lawfully.

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To exercise any of these rights, please contact us using the details at the end of this policy.

We may ask for proof of identity before responding to a request.

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14. Automated Decision Making

Climb Youth Therapy Limited does not make decisions about clients solely through automated decision-making or profiling that produces legal or similarly significant effects.

Professional decisions relating to counselling, safeguarding and client care are always made by appropriately qualified individuals.

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15. Marketing Communications

We respect your privacy and will not send marketing communications unless we have an appropriate lawful basis for doing so.

If you choose to receive updates, newsletters or information about our services, you may unsubscribe at any time by:

• following the unsubscribe instructions provided; 
• contacting us directly; or 
• updating your communication preferences where available. 

We do not sell or rent personal information for marketing purposes.

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16. Website Cookies

Our website uses cookies and similar technologies to improve functionality, understand how visitors use the site and support the delivery of our online services.

Cookies help us to:

• ensure the website functions correctly; 
• remember your preferences; 
• improve website performance; 
• understand visitor behaviour through anonymous analytics; and 
• measure the effectiveness of our website. 

Where required by law, we will ask for your consent before placing non-essential cookies on your device.

Further information is available in our separate Cookie Policy.

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17. Privacy of Young People

Our services are primarily designed for young people aged 15 to 25 years.

We recognise that young people have privacy rights and that information relating to counselling is particularly sensitive.

Where we provide services to clients under the age of 18, we balance:

• the young person’s right to confidentiality; 
• parental responsibilities; 
• safeguarding obligations; and 
• applicable legal requirements. 

Each situation is considered individually in accordance with professional guidance and the best interests of the young person.

We also publish a separate Young Person’s Privacy Notice, written in clear and accessible language.

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18. Making a Privacy Complaint

We hope any concerns can be resolved quickly and fairly.

If you have questions about how we handle your information, please contact us first.

If you remain dissatisfied, you may raise a complaint with the Information Commissioner’s Office (ICO).

Information about making a complaint is available from:

Information Commissioner’s Office

Website: www.ico.org.uk

Telephone: 0303 123 1113

Making a complaint to the ICO does not affect any other legal rights you may have.

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19. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect:

• changes in legislation; 
• changes in professional guidance; 
• changes to our services; 
• improvements to our systems; or 
• organisational developments. 

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

Where significant changes are made, we will take reasonable steps to bring them to the attention of clients where appropriate.

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20. Related Documents

This Privacy Policy should be read alongside:

• Safeguarding Policy 
• Young Person’s Privacy Notice 
• Confidentiality Policy 
• Website Terms and Conditions 
• Cookie Policy 
• Complaints Policy 
• Accessibility Statement 
• Information Sharing Procedure (internal) 
• Data Retention Policy (internal) 
• Record Keeping Policy (internal) 

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Appendix A – Categories of Personal Information

Depending on the services you receive, we may process the following categories of personal information:

Category	Examples
Identity Information	Name, date of birth, address, contact details
Appointment Information	Bookings, attendance, cancellations
Financial Information	Invoices, payment status, transaction records (payment card details are processed securely through Konfidens and are not stored by Climb Youth Therapy Limited)
Health Information	Presenting concerns, relevant medical information, medication where relevant
Therapy Records	Assessment records, clinical notes, treatment plans
Safeguarding Information	Risk assessments, safeguarding referrals, incident records
Technical Information	IP address, browser type, website usage statistics
Communications	Emails, secure messages, telephone records where appropriate

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Appendix B – Data Retention Schedule

The following retention periods represent Climb Youth Therapy Limited’s standard approach and may be extended where required by law, safeguarding responsibilities or legal proceedings.

Record Type	Standard Retention Period
Enquiries not progressing to therapy	Up to 12 months
Client records	Normally 7 years after the end of therapy*
Records relating to clients under 18	Until the client’s 25th birthday (or longer where required by law, safeguarding responsibilities or insurer requirements)
Financial records	Minimum 6 years in accordance with legal and accounting requirements
Safeguarding records	In line with legal, safeguarding and insurance requirements, and where necessary beyond the standard client record retention period
Website analytics	In accordance with our Cookie Policy and analytics settings

*Retention periods may vary depending on changes to professional guidance, insurer requirements or legal obligations.

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Appendix C – Contact Details

Climb Youth Therapy Limited

Registered Office:

[Registered Office Address]

Website:

www.climbyouththerapy.co.uk

General Enquiries:

[Email Address]

Telephone:

[Business Telephone Number]

Data Protection Enquiries:

[Privacy Email Address]

ICO Registration:

Application Pending

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Website Privacy Summary

Your Privacy Matters

Climb Youth Therapy Limited is committed to protecting your personal information and handling it responsibly.

We only collect the information we need to provide safe and effective counselling services, manage appointments, meet our legal responsibilities and improve our services.

Your information is stored securely, treated confidentially and never sold to third parties.

In some situations, we may need to share information to protect you or someone else from serious harm, or where we are legally required to do so. Whenever possible, we will explain this to you.

You have important rights under UK data protection law, including the right to access your information, ask us to correct inaccuracies and, in some circumstances, request that information is deleted.

For full details of how we collect, use and protect your personal information, please read our Privacy Policy.