Privacy Policy
The Couch takes great care to preserve your privacy and safeguard any personal details you provide to us, whether on this website or by another means. This Policy explains how we collect and use your information.
By using our website or providing us with your personal information you are agreeing to this Policy. We may update this Policy at any time without notice to you, so please check it regularly. We will endeavour to get in touch directly to update you on any changes that we make.
Our Privacy Principles
You can be confident that:
• We only use personal information in the ways we need to and that is expected of us.
• We only use your personal information to contact you with regards updates and initiatives related to our work and objectives
• We will make it easy for you to tell us how you want us to communicate with you, including how to opt out from future communications - and we promise your request will respected straight away.
• We will never release your information to organisations outside The Couch for their marketing purposes.
• We will be especially careful and sensitive when engaging with vulnerable people or those we have reason to believe might be vulnerable
• We take all reasonable care to safeguard your personal information through security policies and secure business processes.
When will I need to provide my details?
We may collect personal information from you when you:
(a) Contact us via the website or by email
(b) Use one of our services, such as our therapy service
(c) Contact us or become involved with us in another way
Your personal data – What is it?
‘Personal data’ is any information about a living individual which allows them to be identified from that data, such as a name, email addresses, or postal address. Identification can be by the information alone, or in conjunction with other information. The processing of personal data is governed by the General Data Protection Regulation (the GDPR) and other legislation relating to personal data and rights.
What information do we collect?
We collect personal data about you in order to provide you a service of consultation, assessment and/or psychological therapy.
Personal details that we collect about you include your name, email address, telephone number, home address, GP contact details and emergency contact details. If you are funding our service through health insurance, then we will collect your policy details in order to invoice the insurance provider.
Your therapist will also document your consultations where it is necessary to do so. This information is collected where relevant by your therapist to provide you with a safe and effective service that meets your individual needs. Your therapist is responsible for the management of this data. 'The Couch' does not collect this information or have access to it.
We also gather general information about the use of our website, such as which pages users visit most often. We may also track which pages users visit when they click on links in The Couch emails. We may use this information to make improvements to our website and to ensure we provide the best service for users.
There are three different companies that collect basic user information (such as: IP address, what browser viewers are using, how long their on the site for, etc.) through our website:
1. Google Analytics
2. Weebly – website manager and provider
3. Mailchimp
Please follow the link for their individual privacy policies for more information.
How do we use personal information?
We may use your personal information to:
· Provide you with the important advice and support you’ve asked us for, whether this be over our through our publications or other important services;
· Provide or administer activities relating to all our services: updating you with important administrative messages, to help us identify you when you contact us, and help us to properly maintain our records;
· Improve your experience with us. We may use your information to enhance the service that our staff provide, to improve our information and communications, or to personalise the website to better suit your needs;
· Provide you with information about our plans. This may be letting you know about new or enhanced services that we hope will be useful and interesting to you with your consent, where we need to fulfil a contract or service with you, or where we believe you will expect to be updated and contacted by us.
You can of course ask us at any time to change how we contact you, simply contact us at: [email protected]
We may need to disclose your information if required to do so by law (for example, to comply with applicable laws, regulations and codes of practice or in response to a valid request from a competent authority);
A special note about the sensitive Information we hold
If you contact us, you may choose to provide details of a sensitive nature.
We only use it for the purposes of dealing with your enquiry and evaluating the services we provide. We only pass on your details to therapists at The Couch with your permission or if we need to reported incidents of serious self-harm or those posing a threat to others, children contacting us and sharing serious issues. This is only done in line with professional standards and responsibilities for therapists as indicated by their governing bodies
If you provide us with any Sensitive Personal Data by telephone, email or by other means, we will treat that information with extra care and always in accordance with this Privacy Policy.
Your personal information and details of the enquiries received are stored on a secure database for no longer than is necessary for the purposes of its use. We carry out periodic deletion of data whose retention period has expired and/or when the need to continue holding such data is no longer necessary.
Who sees your personal information?
The personal information we collect about you will be used by our staff at The Couch so that they can support you; and possibly to legal and regulatory authorities if required to by law.
We will never sell or share your personal information with organisations so that they can contact you for any marketing activities. Nor do we sell any information about your web browsing activity.
Information that you share with your psychologist is confidential, and under most circumstances will not be disclosed to third parties without your consent. Our practitioners are responsible for the information you share with them during your sessions and The Couch does not collect or have access to this information. Your therapist is responsible to the management of this data in line with their governing bodies.
Confidentiality may be breached if your psychologist deems it necessary in order to protect you or another person from significant harm, or if compelled by a court order. In these rare scenarios, we aim to keep you informed and involve you in decision making as much as possible
Psychologists are required to have regular supervision to discuss their work with another psychologist. This is to ensure that best practice is followed, and to support your psychologist’s continued professional development. Conversations about your treatment in supervision are confidential and held anonymously.
How do you keep my information secure?
We will take precautions to prevent the loss, misuse or unauthorised alteration of personal information you give us. We may send communications to you by email. E-mail is not a fully secure means of communication, and whilst we do our utmost to keep our systems and communications protected we cannot guarantee this.
We make no representations about any other websites, and when you access any other website If you follow a link on our website (including social media sites) you should understand that it is independent from us and that we have no control over that website or the way your personal information is collected through those websites.
Those websites may have their own privacy policies and we encourage you to look at those policies or contact the website operators directly to understand how your personal information is used.
8. How long do we keep your personal data?
We retain your personal data securely for seven years, in order to be able to act appropriately upon any complaints or legal proceedings. At the end of this retention period, the data will be reviewed and deleted, unless there is a specific reason to retain it further. Under such circumstances, we would notify you of the specific reason for such a decision.
How do you use cookies on this website?
For information on how cookies are used on this website, please see our Cookie Policy.
What if I don't want you to use my details anymore?
If you ever change your mind about these choices, you can update your contact preferences at by emailing us on [email protected]. Any choices you make on this page will overwrite any previous preferences you told us. This helps us record the most up-to-date information for you.
Access rights
You have the right to request copies of your personal information within our custody and control, and details of how we use that information. If you think any of the personal information we hold about you is inaccurate, you may also request it is corrected. You also have a right, in certain circumstances, to require us to stop processing your personal information.
In relation to all of these rights, please email us at email below. In certain circumstances (for example where required or permitted by law) we might not be able to provide you with access to some of your personal information, but where appropriate we will notify you of the reasons for this.
Online Advertising
When we do online (paid search) advertising – this is anonymously targeted at those using websites we think will attract new supporters to us, or at those web users who have shown an interest in the charity or related subjects. We do not store data received in this way - we place ads according to online behaviours and interests (see Cookie Policy).
Who we are
The Couch is committed to protecting your personal information and to reassure you that that you have control over the information we store about you and what types of information you would like to receive from us.
For further information about our privacy practices, please contact our Data Protection Lead by:
• Writing to The Couch @ Unit B4I, Bussey Building, 133 Rye Lane, Peckham Rye, London, SE15 4ST
• Emailing: [email protected]
By using our website or providing us with your personal information you are agreeing to this Policy. We may update this Policy at any time without notice to you, so please check it regularly. We will endeavour to get in touch directly to update you on any changes that we make.
Our Privacy Principles
You can be confident that:
• We only use personal information in the ways we need to and that is expected of us.
• We only use your personal information to contact you with regards updates and initiatives related to our work and objectives
• We will make it easy for you to tell us how you want us to communicate with you, including how to opt out from future communications - and we promise your request will respected straight away.
• We will never release your information to organisations outside The Couch for their marketing purposes.
• We will be especially careful and sensitive when engaging with vulnerable people or those we have reason to believe might be vulnerable
• We take all reasonable care to safeguard your personal information through security policies and secure business processes.
When will I need to provide my details?
We may collect personal information from you when you:
(a) Contact us via the website or by email
(b) Use one of our services, such as our therapy service
(c) Contact us or become involved with us in another way
Your personal data – What is it?
‘Personal data’ is any information about a living individual which allows them to be identified from that data, such as a name, email addresses, or postal address. Identification can be by the information alone, or in conjunction with other information. The processing of personal data is governed by the General Data Protection Regulation (the GDPR) and other legislation relating to personal data and rights.
What information do we collect?
We collect personal data about you in order to provide you a service of consultation, assessment and/or psychological therapy.
Personal details that we collect about you include your name, email address, telephone number, home address, GP contact details and emergency contact details. If you are funding our service through health insurance, then we will collect your policy details in order to invoice the insurance provider.
Your therapist will also document your consultations where it is necessary to do so. This information is collected where relevant by your therapist to provide you with a safe and effective service that meets your individual needs. Your therapist is responsible for the management of this data. 'The Couch' does not collect this information or have access to it.
We also gather general information about the use of our website, such as which pages users visit most often. We may also track which pages users visit when they click on links in The Couch emails. We may use this information to make improvements to our website and to ensure we provide the best service for users.
There are three different companies that collect basic user information (such as: IP address, what browser viewers are using, how long their on the site for, etc.) through our website:
1. Google Analytics
2. Weebly – website manager and provider
3. Mailchimp
Please follow the link for their individual privacy policies for more information.
How do we use personal information?
We may use your personal information to:
· Provide you with the important advice and support you’ve asked us for, whether this be over our through our publications or other important services;
· Provide or administer activities relating to all our services: updating you with important administrative messages, to help us identify you when you contact us, and help us to properly maintain our records;
· Improve your experience with us. We may use your information to enhance the service that our staff provide, to improve our information and communications, or to personalise the website to better suit your needs;
· Provide you with information about our plans. This may be letting you know about new or enhanced services that we hope will be useful and interesting to you with your consent, where we need to fulfil a contract or service with you, or where we believe you will expect to be updated and contacted by us.
You can of course ask us at any time to change how we contact you, simply contact us at: [email protected]
We may need to disclose your information if required to do so by law (for example, to comply with applicable laws, regulations and codes of practice or in response to a valid request from a competent authority);
A special note about the sensitive Information we hold
If you contact us, you may choose to provide details of a sensitive nature.
We only use it for the purposes of dealing with your enquiry and evaluating the services we provide. We only pass on your details to therapists at The Couch with your permission or if we need to reported incidents of serious self-harm or those posing a threat to others, children contacting us and sharing serious issues. This is only done in line with professional standards and responsibilities for therapists as indicated by their governing bodies
If you provide us with any Sensitive Personal Data by telephone, email or by other means, we will treat that information with extra care and always in accordance with this Privacy Policy.
Your personal information and details of the enquiries received are stored on a secure database for no longer than is necessary for the purposes of its use. We carry out periodic deletion of data whose retention period has expired and/or when the need to continue holding such data is no longer necessary.
Who sees your personal information?
The personal information we collect about you will be used by our staff at The Couch so that they can support you; and possibly to legal and regulatory authorities if required to by law.
We will never sell or share your personal information with organisations so that they can contact you for any marketing activities. Nor do we sell any information about your web browsing activity.
Information that you share with your psychologist is confidential, and under most circumstances will not be disclosed to third parties without your consent. Our practitioners are responsible for the information you share with them during your sessions and The Couch does not collect or have access to this information. Your therapist is responsible to the management of this data in line with their governing bodies.
Confidentiality may be breached if your psychologist deems it necessary in order to protect you or another person from significant harm, or if compelled by a court order. In these rare scenarios, we aim to keep you informed and involve you in decision making as much as possible
Psychologists are required to have regular supervision to discuss their work with another psychologist. This is to ensure that best practice is followed, and to support your psychologist’s continued professional development. Conversations about your treatment in supervision are confidential and held anonymously.
How do you keep my information secure?
We will take precautions to prevent the loss, misuse or unauthorised alteration of personal information you give us. We may send communications to you by email. E-mail is not a fully secure means of communication, and whilst we do our utmost to keep our systems and communications protected we cannot guarantee this.
We make no representations about any other websites, and when you access any other website If you follow a link on our website (including social media sites) you should understand that it is independent from us and that we have no control over that website or the way your personal information is collected through those websites.
Those websites may have their own privacy policies and we encourage you to look at those policies or contact the website operators directly to understand how your personal information is used.
8. How long do we keep your personal data?
We retain your personal data securely for seven years, in order to be able to act appropriately upon any complaints or legal proceedings. At the end of this retention period, the data will be reviewed and deleted, unless there is a specific reason to retain it further. Under such circumstances, we would notify you of the specific reason for such a decision.
How do you use cookies on this website?
For information on how cookies are used on this website, please see our Cookie Policy.
What if I don't want you to use my details anymore?
If you ever change your mind about these choices, you can update your contact preferences at by emailing us on [email protected]. Any choices you make on this page will overwrite any previous preferences you told us. This helps us record the most up-to-date information for you.
Access rights
You have the right to request copies of your personal information within our custody and control, and details of how we use that information. If you think any of the personal information we hold about you is inaccurate, you may also request it is corrected. You also have a right, in certain circumstances, to require us to stop processing your personal information.
In relation to all of these rights, please email us at email below. In certain circumstances (for example where required or permitted by law) we might not be able to provide you with access to some of your personal information, but where appropriate we will notify you of the reasons for this.
Online Advertising
When we do online (paid search) advertising – this is anonymously targeted at those using websites we think will attract new supporters to us, or at those web users who have shown an interest in the charity or related subjects. We do not store data received in this way - we place ads according to online behaviours and interests (see Cookie Policy).
Who we are
The Couch is committed to protecting your personal information and to reassure you that that you have control over the information we store about you and what types of information you would like to receive from us.
For further information about our privacy practices, please contact our Data Protection Lead by:
• Writing to The Couch @ Unit B4I, Bussey Building, 133 Rye Lane, Peckham Rye, London, SE15 4ST
• Emailing: [email protected]
