Privacy Notice
This privacy notice explains how I collect, use, store and protect personal information in my counselling practice. I am Louise Averies, an integrative counsellor working in person in Exmouth, online, and through walk-and-talk sessions. I am the data controller for all personal information collected through Louise Averies Counselling.
This notice applies to people who contact me about therapy, current and former clients, and visitors to my website.
Contact Details
Email: hello@louiseaveriescounselling.co.uk
Website: www.louiseaveriescounselling.co.uk
ICO Registration Number: C1695390
Information I Collect
When you contact me, I may collect your name, email address, phone number, and the information you choose to share in your enquiry.
If we begin working together, I may also collect:
• Your address and date of birth
• GP details and emergency contact information
• Relevant health, mental health and personal history information
• Brief clinical notes and session records
• Attendance, payment and appointment information
• Correspondence between us
Some of this information is classed as special category data under UK data protection law, including information about health, mental health, sexuality, ethnicity or religion where relevant to therapy. I only collect what is necessary for providing therapy safely, ethically and professionally.
How I Use Your Information
I use your personal information to:
• Respond to enquiries and arrange appointments
• Provide therapy and keep appropriate clinical records
• Manage payments, invoices and scheduling
• Meet legal, professional and ethical responsibilities
• Manage risk or safeguarding situations where necessary
• Maintain insurance, tax and accounting records
• Respond to data protection requests or complaints
I do not sell your personal information.
Lawful Basis for Processing
Under UK GDPR I rely on the following lawful bases:
• Contract — where processing is needed to arrange and provide therapy
• Legitimate interests — to run my practice safely, respond to enquiries and keep appropriate records
• Legal obligation — where I need to keep or share information to comply with the law
For special category data such as health or mental health information, I also rely on Article 9(2)(h) UK GDPR — processing necessary for the provision of health or social care — together with the Schedule 3 condition under the Data Protection Act 2018.
Confidentiality
Therapy is confidential. I will not share what you tell me unless there is a lawful, ethical or safeguarding reason to do so. There are some limits to confidentiality — I may need to share information if:
• I believe there is a serious risk of harm to you or someone else
• There is a safeguarding concern involving a vulnerable adult
• I am required to do so by law, court order or legal process
• There is a medical emergency and information is needed to protect life
Where possible, I would aim to discuss this with you before sharing information, unless doing so would increase risk or undermine the purpose of disclosure.
Supervision
I use regular clinical supervision to support safe and effective practice, in line with BACP standards. I may discuss aspects of client work in supervision. I minimise identifying detail where possible, and my supervisor is bound by confidentiality and professional standards.
Clinical Notes and Records
I keep brief factual notes to support safe and ethical practice. These may include session dates, brief themes, relevant risk or clinical information, and administrative details. Notes are stored separately from your contact information, in locked storage or as password-protected digital files on a secure device.
I do not keep transcripts of sessions.
How Long I Keep Information
• Enquiry information — deleted within 6 months if we do not begin therapy
• Client records — kept for 3 years after therapy ends
• Financial records — kept for 7 years as required by HMRC
• Contact details held on my phone are deleted once our work ends
There may be occasions where I need to keep records longer, for example where there are safeguarding, legal, insurance or complaint-related reasons.
Where Your Information is Stored
Your information may be held in the following systems:
• Email: Hostinger
• Online sessions: Doxy.me
• Website and contact form: Hostinger
• Phone: protected by Face ID; call logs cannot be manually deleted
I use appropriate technical and organisational measures to keep information secure, including password protection, device security, and restricted access.
Online and Walk-and-Talk Therapy
Online sessions take place via Doxy.me. I take reasonable steps to protect confidentiality from my side and ask that you also choose a private space where you cannot be overheard.
For walk-and-talk sessions, we will agree in advance how to manage confidentiality outdoors, including how to handle the possibility of being seen or overheard.
AI Tools and Recording
I do not record, transcribe or use AI tools to process therapy sessions. I may use digital tools for general practice administration, but I do not put identifiable client material into AI tools.
Sharing Your Information
I will not share your information unless there is a clear reason to do so. Where sharing is necessary, I share only what is relevant and proportionate. This may include:
• My clinical supervisor
• My professional body (BACP) if required in relation to a complaint or ethical matter
• Safeguarding services, emergency services or your GP where there is serious risk
• A court or legal authority if required by law
• My appointed therapeutic executor if I die or become incapacitated
• Professional advisers such as my accountant or insurer
I do not sell or share your information for marketing purposes.
Professional Will
I have a professional will in place. In the event that I die or become suddenly unable to continue working, a trusted qualified colleague acting as my therapeutic executor will access the minimum information necessary to contact current clients, explain the situation, and manage records appropriately. They are bound by confidentiality and would not take on a therapeutic role.
Website Visitors and Cookies
When you visit my website, some technical information may be collected automatically, such as your IP address, device type and pages visited. You can usually control cookies through your browser settings. My website is hosted by Hostinger.
Your Rights
Under UK data protection law you have the right to:
• Access a copy of the personal information I hold about you
• Ask for inaccurate information to be corrected
• Ask for information to be deleted in some circumstances
• Restrict or object to certain processing
• Be informed of any data breach affecting your personal data
• Make a data protection complaint
Some rights are not absolute and may depend on the circumstances. I will respond to any request within one month. To exercise your rights, please contact me using the details above.
Data Protection Complaints
If you have a concern about how I have handled your personal information, you have the right to make a data protection complaint directly to me. Please email hello@louiseaveriescounselling.co.uk with:
• Your name
• What your concern is about
• What you would like me to look into
• How you would prefer me to respond
I will acknowledge your complaint promptly and investigate it without undue delay, keeping you informed of progress and outcome.
If you are not satisfied with my response, or if you prefer to contact the UK regulator directly, you can contact the Information Commissioner’s Office:
Information Commissioner’s Office
Website: www.ico.org.uk
Telephone: 0303 123 1113
Make a complaint: www.ico.org.uk/make-a-complaint
Changes to This Notice
I may update this privacy notice from time to time to reflect changes in my practice, legal requirements or the systems I use. The latest version will always be available on my website.