Privacy & Legal Information

At Recovr, we are committed to protecting your privacy, maintaining confidentiality, and providing safe, ethical and professional counselling and therapy services.

This page explains how we collect, use, store and protect personal information, your rights under data protection law, and the terms under which our services are provided.

Privacy Notice

Who We Are

Recovr provides counselling, psychotherapy and wellbeing services to adults, young people, couples and families.

Recovr is the Data Controller for the personal information we collect and process.

Information We Collect

Depending on your engagement with our services, we may collect:

  • Name, address and contact details

  • Date of birth

  • Emergency contact information

  • Referral and assessment information

  • Therapy records and session notes

  • Safeguarding information

  • Health and wellbeing information

  • Payment and billing records

  • Website enquiry information

Some information may constitute Special Category Data under UK GDPR.

Why We Collect Information

We collect and process personal information to:

  • Respond to enquiries and referrals

  • Assess suitability for counselling or therapy

  • Deliver therapeutic services safely and effectively

  • Maintain professional records

  • Meet safeguarding obligations

  • Comply with legal, regulatory and professional requirements

  • Manage appointments and payments

  • Improve service quality

Lawful Bases for Processing

We process personal information under one or more of the following lawful bases:

  • Consent

  • Contract

  • Legal obligation

  • Vital interests

  • Legitimate interests

  • Provision of health and social care services

Storage and Security

Information is stored securely using appropriate technical and organisational safeguards.

This may include:

  • Secure cloud-based systems

  • Encrypted devices

  • Password-protected records

  • Secure email and communication systems

Access is restricted to authorised individuals who require access for legitimate professional purposes.

Retention of Records

Therapy records are retained in accordance with legal, insurance and professional requirements.

Unless a longer retention period is required:

  • Adult client records are normally retained for a minimum of 7 years following the end of therapy.

  • Records relating to children and young people are normally retained until the client’s 25th birthday, or longer where legally required.

Records are securely destroyed once retention periods expire.

Sharing Information

Information will not normally be shared without your consent.

However, information may be shared where:

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

  • Safeguarding concerns involve a child or vulnerable adult

  • Disclosure is required by law or court order

  • Information is required by regulatory authorities

Therapists participate in professional supervision. Information discussed in supervision is anonymised wherever possible.

Your Rights

Under UK GDPR you have the right to:

  • Access your personal information

  • Request correction of inaccurate information

  • Request restriction of processing

  • Request deletion where applicable

  • Object to processing

  • Withdraw consent where consent is relied upon

  • Complain about how your information is handled

Data Protection Complaints

If you have concerns regarding how Recovr has handled your personal information, please contact us in the first instance.

Email: [Insert Email Address]

We will acknowledge your complaint within 30 calendar days and investigate it without undue delay.

If you remain dissatisfied following our response, you may contact the Information Commissioner’s Office (ICO):

www.ico.org.uk
Telephone: 0303 123 1113

Terms and Conditions of Service

Eligibility

Recovr provides counselling and therapy services subject to assessment, suitability and availability.

We reserve the right to decline or discontinue services where appropriate clinical, ethical or safety concerns arise.

Appointments

Clients are expected to attend sessions punctually and engage respectfully with practitioners and other service users.

Repeated non-attendance may result in therapy being paused or ended.

Fees and Payments

Fees will be clearly communicated prior to the commencement of services.

Payment is required in advance unless alternative arrangements have been agreed in writing.

Cancellations

A minimum of 48 hours’ notice is required to cancel or rearrange an appointment.

Appointments cancelled with less than 48 hours’ notice, or missed appointments, may be charged in full.

Exceptions may be considered in exceptional circumstances.

Ending Therapy

Either the client or therapist may end therapy where it is clinically appropriate to do so.

Where possible, endings will be planned collaboratively and referrals or alternative support options discussed.

Safeguarding and Confidentiality

Confidentiality is central to effective therapy but is not absolute.

Information may be disclosed without consent where:

  • There is a risk of serious harm to the client or another person

  • A child or vulnerable adult may be at risk

  • Disclosure is required by law

  • Professional or regulatory obligations require disclosure

Any disclosure will be limited to what is necessary and proportionate.

Professional Standards

Therapy is provided by practitioners who are:

  • Registered members of the British Association for Counselling and Psychotherapy (BACP), and/or

  • Registered members of the National Counselling and Psychotherapy Society (NCPS), or

  • Counselling students undertaking recognised professional training and working within supervised placements.

Student practitioners receive regular supervision from appropriately qualified and experienced professionals.

All practitioners work within:

  • BACP Ethical Framework

  • NCPS Code of Ethics

  • UK safeguarding legislation

  • UK data protection legislation

Professional Disclaimer

Counselling and psychotherapy support emotional wellbeing, personal development and psychological health.

Therapy is not:

  • Emergency support

  • Crisis intervention

  • Medical diagnosis

  • Psychiatric treatment

  • Medication management

If you require urgent assistance, please contact:

  • Your GP

  • NHS 111

  • Emergency Services (999)

  • Samaritans (116 123)

Therapeutic outcomes vary between individuals and cannot be guaranteed.

Complaints

Recovr is committed to providing a safe, professional and respectful service.

If you are dissatisfied with any aspect of our service, we encourage you to raise your concerns directly with us so we can attempt to resolve them promptly.

If a complaint cannot be resolved internally, you may have the right to contact:

  • British Association for Counselling and Psychotherapy (BACP)

  • National Counselling and Psychotherapy Society (NCPS)

  • Information Commissioner’s Office (ICO) for data protection matters

A copy of our Complaints Policy is available on request.

Accessibility

Recovr is committed to providing inclusive and accessible services.

We welcome discussions about any reasonable adjustments, accessibility needs or communication requirements and will work collaboratively to support participation wherever possible.

Please contact us before your appointment if you have any specific accessibility requirements.

Website Disclaimer

The content on this website is provided for general information purposes only and should not be relied upon as professional medical, legal or therapeutic advice.

Whilst we make reasonable efforts to ensure information is accurate and up to date, Recovr makes no warranties regarding completeness or accuracy.

Recovr is not responsible for the content, privacy practices or availability of external websites linked from this site.

Website content may be amended or updated without notice.