GDPR – Zena Hayward Therapies

GDPR PRIVACY POLICY, DATA PROTECTION AND COMPLAINTS PROCEDURE (June 2026)

Privacy Policy Zena Hayward Therapies

Our contact details

Zena Hayward

43 California Avenue, Scratby, Great Yarmouth. NR29 3NS

07514558008

The type of personal information we collect

To give professional therapy treatments, I will need to ask for and keep information about your health. I will only use this for informing treatments and any advice I give because of your treatment. The information to be held is:

Your contact details
Medical history and other health-related information
Treatment details and related notes

How I get the personal information and why I hold it

Most of the personal information I process is provided to me directly by you for one of the following reasons:

For informing appropriate treatments and any advice I give because of your treatment.
Advice regarding further other treatment options that you are advised to research before commencing

I use the information that you have given me to:

Provide you with the best possible treatment options, support and advice.
We may share this information when requested by you to official bodies eg during legal claims for injuries from accidents that I am treating you for.

Helpful Tips:

Tell people how you collect their personal information and where you collect the information from.
Tell people about any instances in which you pass personal information to a third party and outline your reasons for this.

Lawful Basis for holding and using Client Information

Under the UK General Data Protection Regulation (UK GDPR), the lawful basis we rely on for processing this information are:

Your consent. You can remove your consent at any time. You can do this by contacting me on the above contact details. Must be in writing. Deleting your data will invalidate any future claims under insurance see (c 1.1) below your written removal request must acknowledge this.
I have a contractual obligation to provide safe treatment and ongoing health details are essential to this
I have a legal obligation:
- ‘Claims occurring’ insurance: (records to be kept for 7 years after last treatment)
- Law regarding children’s records (records to be kept until the child is 25 or if 17 when treated, then 26)
We have a legitimate interest [i.e.my requirement to retain the information to provide you with the best possible treatment options and advice]

As I hold special category data (i.e. health related information), theadditional conditionunder which I hold and use this information is: for me to fulfil my role as a health care practitioner bound under the AoR Confidentiality as defined in the AoR Code of Practice and Ethics.

Protecting your Personal Data – How we store your personal information

I am committed to ensuring that your personal data is secure. To prevent unauthorised access or disclosure, I have put in place appropriate technical, physical and managerial procedures to safeguard and secure the information we collect from you. I will contact you using the contact preferences you have given me.

I keep email, text and written records for 7 years as requires by insurance. I will then dispose your information by shredding and/or burning written data, deleting email and phone contacts.

Your data protection rights

Under data protection law, you have rights including:

Your right of access – You have the right to ask us for copies of your personal information.

Your right to rectification – You have the right to ask us to rectify personal information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.

Your right to erasure – You have the right to ask us to erase your personal information in certain circumstances. This will invalidate any insurance claims.

Your right to restriction of processing – You have the right to ask me to restrict the processing of your personal information in certain circumstances.

Your right to object to processing – You have the the right to object to the processing of your personal information in certain circumstances.

Your right to data portability – You have the right to ask that we transfer the personal information you gave us to another organisation, or to you, in certain circumstances.

You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you.

Please contact me on mail@zenahaywardtherapies.co.uk if you wish to make a request.

THERAPIST’S RIGHTS

If you don’t agree to your therapist keeping records of information about you and your treatments, or if you don’t allow me to use the information in the way I need to for treatments, then I will not be able to treat you.

I must keep your records of treatment for a certain period as described above, which may mean that even if you ask them to erase any details about you, I might have to keep these details until after that period has passed.

I can move your records between my computers and IT systems without your permission if your details are protected from being seen by others.

DATA PROTECTION

I (Zena Hayward Therapies) have paid the relevant fee to the ICO Data Protection (Information Commissioners Office ) and am held to their standards of keeping information safe (GDPR POLICY BELOW).

Complaints Procedure

How to complain

If you have any concerns about our use of your personal information, please refer to our GDPR Complaints Procedure below.

Zena Hayward Therapies

How we handle your data protection concerns

1. About This Document

This document sets out the complaints procedure for Zena Hayward Therapies (referred to as “we”, “us” and “our” throughout this document). It explains how we will handle any complaint you make about the way we collect, use, store, share or otherwise process your personal data under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Important : This procedure applies to GDPR and data protection complaints only. For all other types of complaint, please refer to our general Complaints Policy

2. Our Contact Details

All GDPR-related complaints should be directed to us using the contact details below.

Business Name	Zena Hayward Therapies
Registered Address	43 California Avenue , Scratby , Great Yarmouth NR29 3NS
Complaints Email	mail@zenahaywardtherapies.co.uk
Complaints Post	As above
Privacy Policy	[URL or ‘available on request’]

3. Your Rights Under UK GDPR

You have the following rights in relation to the personal data we hold about you:

The right to access the personal data we hold about you (a Subject Access Request)
The right to rectification — to have inaccurate or incomplete data corrected
The right to erasure (‘the right to be forgotten’) in certain circumstances
The right to restrict processing of your personal data
The right to data portability — to receive your data in a structured, machine-readable format
The right to object to processing, including for direct marketing purposes
The right to withdraw consent at any time where processing is based on your consent

If you believe we have not respected one or more of these rights, you are entitled to raise a formal complaint using the procedure set out in this document.

4. How to Make a Complaint

Please submit your complaint in writing — [either by post or by email] — using the contact details in Section 2. To help us investigate your concern as efficiently as possible, please include:

Your full name and preferred contact details
A clear description of your concern and which data protection right(s) you believe have been affected
The approximate date(s) when the issue occurred
Any relevant reference numbers, correspondence or documents

5. Our Complaints Process

Once we receive your complaint, we will follow the five steps below. We are committed to handling all complaints promptly, fairly and confidentially.

1	Acknowledgement — within 30 days: We will acknowledge your complaint in writing within 30 days of receiving it, confirming that we have recorded it and will be investigating.
2	Requesting Further Information: If we need any additional details to fully investigate your complaint, we will contact you as soon as possible and explain what we need and why.
3	Investigation & Review: We will carry out a thorough and impartial review of your complaint. We will agree a realistic timescale with you once we have all necessary information, and we will keep you updated if there are any delays.
4	Decision & Outcome: We will communicate the outcome of our investigation to you clearly and in writing within one calendar month of receiving all the information needed (this may be extended by up to two further months for complex complaints — we will notify you if this is the case).
5	Closure or Escalation: If you are satisfied with the outcome, we will close your complaint. If you remain dissatisfied, you have the right to refer your complaint to the ICO free of charge (see Section 6 below).

6. Escalating Your Complaint to the ICO

If you remain dissatisfied with our response, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO) — the UK’s independent supervisory authority for data protection. This service is free of charge.

ICO website: https://ico.org.uk/make-a-complaint/

ICO helpline: 0303 123 1113 (Monday–Friday, 9am–5pm)

ICO postal address: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF