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Psychotherapy

Privacy Policy

Privacy Policy

Last updated: May 2026

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1. Our contact details

Name: Horizon Connect
Address: 25 The Crescent, Plymouth, PL1 3AD
Email: info@horizonplymouth.co.uk
Telephone: 08006546959

For the purposes of UK data protection law, Horizon Connect is the data controller for the personal information we collect and use through our website, enquiries, referral process, services, communications and administration.

If you have any questions about this privacy policy or how your personal information is handled, please contact:

Data Protection Contact: Alan Stokes
Email: info@horizonplymouth.co.uk
Address: Horizon Connect, 25 The Crescent, Plymouth, PL1 3AD

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2. About this privacy policy

This privacy policy explains how Horizon Connect collects, uses, stores and protects personal information.

It applies to people who:

  • visit our website;

  • contact us by phone, email, website form, social media or other communication channels;

  • enquire about therapy, counselling, wellbeing support, training, products, services or events;

  • are referred to, or matched with, a therapist or practitioner;

  • purchase a product, workbook, course, training package or digital resource;

  • attend events, workshops, groups or training;

  • sign up to our mailing list or newsletter;

  • work with us as an independent therapist, associate, contractor, supplier or business contact.

We are committed to protecting your privacy and handling your information respectfully, securely and lawfully.

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3. The type of personal information we collect

Depending on how you interact with us, we may collect and process the following types of information:

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Personal identifiers and contact details

This may include:

  • your name;

  • address;

  • email address;

  • telephone number;

  • date of birth or age;

  • emergency contact details, where relevant;

  • preferred method of contact.

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Enquiry and support information

This may include:

  • your reason for contacting us;

  • the type of support you are looking for;

  • brief background information you choose to share;

  • preferred appointment times or availability;

  • location preferences;

  • whether you are seeking online or in-person support;

  • information needed to help match you with a suitable therapist, practitioner, service, product or event.

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Special category information

Because Horizon Connect provides access to counselling, therapy, wellbeing support and related services, we may collect sensitive information where you choose to provide it. This may include:

  • information about your mental health or emotional wellbeing;

  • physical health information relevant to your support;

  • relationship, family or personal circumstances;

  • trauma, loss, stress, anxiety, mood, confidence, self-esteem or other wellbeing-related information;

  • accessibility needs;

  • safeguarding or risk-related information, where relevant.

We only ask for this type of information where it is relevant to your enquiry, referral, support, service or safety.

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Payment and transaction information

Where you purchase a service, product, training, event ticket, digital workbook or membership, we may process:

  • payment records;

  • invoices;

  • order history;

  • booking information;

  • transaction confirmations.

We do not normally store full card payment details ourselves. Payment information is usually processed securely by third-party payment providers.

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Website and technical information

When you use our website, we may collect limited technical information such as:

  • IP address;

  • device type;

  • browser type;

  • pages visited;

  • time spent on pages;

  • referral source;

  • general website usage data;

  • cookie preferences.

This helps us understand how people use our website, improve our services, monitor website performance and support online marketing where applicable.

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Marketing and communication information

This may include:

  • whether you have opted in to receive newsletters or updates;

  • your communication preferences;

  • records of emails, messages or forms submitted to us;

  • engagement with our marketing emails or adverts.

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4. How we collect your personal information

Most of the personal information we process is provided directly by you.

We may collect information when you:

  • complete a contact form on our website;

  • email, call or message us;

  • make an enquiry about therapy, counselling, training, events, products or services;

  • request to be matched with a therapist or practitioner;

  • book an appointment, event, programme or consultation;

  • purchase a product, resource or service;

  • complete an assessment, enquiry form, screening form or consultation form;

  • sign up for a newsletter;

  • engage with us on social media;

  • provide information during direct communication with us.

We may also receive information from:

  • a parent, guardian, family member or representative, where appropriate;

  • another professional or organisation making a referral;

  • an employer, insurer, solicitor, school, healthcare provider or other third party, where you have given permission or where another lawful basis applies;

  • independent therapists or practitioners connected with your referral or support.

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5. Why we use your personal information

We use your personal information for the following purposes:

  • to respond to your enquiry;

  • to understand what type of support, service or product you are looking for;

  • to assess suitability for a service, therapist, practitioner, event or programme;

  • to match you with an appropriately trained therapist or practitioner;

  • to provide counselling, therapy, wellbeing support, training, events, products or services;

  • to manage bookings, enquiries, referrals and administration;

  • to communicate with you about your enquiry, booking, service or purchase;

  • to process payments, invoices, orders and records;

  • to keep appropriate professional and administrative records;

  • to manage risk, safeguarding, complaints or concerns;

  • to meet legal, regulatory, insurance and professional obligations;

  • to send newsletters, updates or marketing communications where you have agreed to receive them;

  • to improve our website, services and user experience;

  • to support business administration, accounting, audit and record keeping.

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6. Our lawful bases for processing personal information

Under UK data protection law, we must have a lawful basis for using your personal information.

Depending on the circumstances, we may rely on one or more of the following lawful bases:

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Consent

We may rely on your consent where you have clearly agreed for us to use your information for a specific purpose, such as receiving newsletters or marketing emails.

You can withdraw your consent at any time by contacting us at info@horizonplymouth.co.uk

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Contract

We may process your information where it is necessary to provide a service, product, event, course, programme, therapy-related support or other agreement you have requested or entered into with us.

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Legitimate interests

We may process your information where it is necessary for our legitimate business interests, provided your rights and freedoms do not override those interests.

This may include:

  • responding to enquiries;

  • managing referrals;

  • improving services;

  • maintaining appropriate business records;

  • communicating with clients, enquirers and professionals;

  • protecting the security and integrity of our website and systems.

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Legal obligation

We may process your information where we need to comply with legal, tax, accounting, insurance, safeguarding, regulatory or professional obligations.

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Vital interests

In rare circumstances, we may process or share information where it is necessary to protect someone’s life or prevent serious harm.

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7. Special category data

Some information we process may be classed as special category data under UK data protection law. This includes information about health, mental health, emotional wellbeing and other sensitive personal circumstances.

Where we process special category data, we will only do so where we have a lawful basis under Article 6 of the UK GDPR and a special category condition under Article 9 of the UK GDPR.

Depending on the circumstances, our special category condition may include:

  • the provision of health, social care or therapeutic support;

  • explicit consent;

  • protecting vital interests;

  • establishing, exercising or defending legal claims;

  • meeting safeguarding or public interest responsibilities, where applicable.

We will only collect sensitive information that is relevant and necessary for the purpose of your enquiry, referral, service, support or safety.

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8. Who we may share your information with

We will only share your personal information where it is necessary, appropriate and lawful.

We may share relevant information with:

  • therapists, counsellors, practitioners or professionals involved in your enquiry, referral or support;

  • independent therapists or practitioners where we are matching you to suitable support;

  • administrative staff, contractors or service providers who support the operation of Horizon Connect;

  • payment processors;

  • website, booking, email, analytics or IT system providers;

  • professional advisers such as accountants, insurers, legal advisers or clinical supervisors;

  • regulators, professional bodies, safeguarding agencies or legal authorities where required;

  • emergency services or appropriate agencies where there is a serious risk of harm.

Where we refer or introduce you to an independent therapist or practitioner, we may share relevant information you have provided so they can contact you and assess whether they are able to support you.

Independent therapists and practitioners may act as separate data controllers for the information they collect and process once they begin working with you. They should provide you with their own privacy information where appropriate.

We do not sell your personal information.

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9. Marketing communications

We may send you newsletters, updates, resources, event information or marketing communications if you have opted in or where we have another lawful basis to contact you.

You can unsubscribe from marketing communications at any time by:

We will not send you marketing emails where you have opted out.

Service-related communications, such as appointment information, referral updates, purchase confirmations or administrative messages, are not classed as marketing and may still be sent where necessary.

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10. Website analytics and cookies

Our website may use cookies and similar technologies to help the website function, improve user experience, understand website traffic and support marketing activity.

Cookies may help us understand:

  • which pages are visited;

  • how people find our website;

  • how users interact with our content;

  • whether our adverts or campaigns are effective.

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

You can usually manage or disable cookies through your browser settings. Some parts of the website may not work properly if certain cookies are disabled.

A separate cookie notice or cookie banner may provide more detailed information about the cookies used on our website.

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11. How we store and protect your personal information

We take appropriate steps to protect your personal information from unauthorised access, loss, misuse, alteration or disclosure.

Information may be stored securely in:

  • password-protected digital systems;

  • encrypted or access-controlled platforms;

  • secure email accounts;

  • secure booking, form, payment or client management systems;

  • locked physical storage where paper records are used.

Access to personal information is limited to those who need it for legitimate business, professional or service-related reasons.

Where we use third-party systems, we take reasonable steps to ensure they provide appropriate security and data protection safeguards.

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12. How long we keep your personal information

We only keep your personal information for as long as necessary for the purpose it was collected, including legal, professional, insurance, safeguarding, accounting and business record requirements.

As a general guide:

  • enquiry information may be kept for up to 12 months where no service is taken up;

  • client records, therapy-related records, consultation forms, referral records and associated notes may be kept for seven years from the last appointment, contact or service interaction;

  • financial and transaction records may be kept for up to six years for accounting and tax purposes;

  • marketing consent records may be kept until you unsubscribe or withdraw consent;

  • complaint, safeguarding or legal records may be kept for longer where necessary.

After the relevant retention period, information will be securely deleted, anonymised or destroyed.

Paper records will be disposed of using secure shredding. Digital records will be deleted securely from relevant systems where reasonably possible.

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13. Your data protection rights

Under UK data protection law, you have rights in relation to your personal information.

These include:

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Your right of access

You have the right to ask us for copies of the personal information we hold about you.

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Your right to rectification

You have the right to ask us to correct information you believe is inaccurate or incomplete.

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Your right to erasure

You have the right to ask us to delete your personal information in certain circumstances.

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Your right to restriction of processing

You have the right to ask us to restrict the processing of your personal information in certain circumstances.

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Your right to object

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

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Your right to data portability

You have the right to ask us to transfer personal information you gave us to another organisation, or to you, in certain circumstances.

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Your right to withdraw consent

Where we rely on consent, you have the right to withdraw that consent at any time.

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

To make a request, please contact:

Email: info@horizonplymouth.co.uk
Address: Horizon Connect, 25 The Crescent, Plymouth, PL1 3AD

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14. Confidentiality and limits to confidentiality

We treat personal information with care and confidentiality.

However, there may be circumstances where we need to share information without your consent, including where:

  • there is a serious risk of harm to you or another person;

  • there is a safeguarding concern involving a child or vulnerable adult;

  • we are required to do so by law, court order or regulatory obligation;

  • information is needed for the prevention or detection of serious crime;

  • it is necessary to protect vital interests.

Where possible and appropriate, we will try to discuss this with you before sharing information. However, this may not always be possible, especially where urgent action is required.

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15. Third-party websites and links

Our website may contain links to third-party websites, platforms, payment providers, booking systems, social media pages or external resources.

We are not responsible for the privacy practices, content or security of third-party websites. You should read their privacy policies before providing personal information to them.

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16. Changes to this privacy policy

We may update this privacy policy from time to time to reflect changes in our services, legal requirements, systems or data protection practices.

The latest version will be published on our website with the updated date shown at the top of the policy.

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17. How to complain

If you have concerns about how we use your personal information, please contact us first so we can try to resolve the matter.

Contact: Alan Stokes
Business: Horizon Connect
Address: 25 The Crescent, Plymouth, PL1 3AD
Email: info@horizonplymouth.co.uk

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You can also complain to the Information Commissioner’s Office if you are unhappy with how we have used your data. The ICO is the UK’s independent authority responsible for upholding information rights.

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

ICO helpline: 0303 123 1113
ICO website: (ICO)​

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