Privacy Policy, General And Data Complaint Procedures

Privacy Policy For Rest Relax And Repair Massage

Your Privacy Matters

As an individual therapist working within the UK, I am committed to protecting your personal information in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and related data protection legislation. This Privacy Policy explains what data I collect, why I need it, how I store it, who I may share it with, how long I keep it, and your rights as a client.

This applies to any information you provide through my website, consultation forms, treatment notes, online booking system, email, telephone, text message or direct contact.

Who I Am

Name: Marion Hunter

Clinic Name: Rest Relax And Repair Massage

Location: 40 Eskdale Road, Bearsden, G61 1JZ

Contact: Phone number – 07900247672,

Email address -marion@restrelaxandrepairmassage.co.uk

What Data I Collect and Why

To provide safe and appropriate care, I may collect:

Personal data: name, address, phone number, email address and date of birth. This allows me to contact you, manage appointments and keep appropriate treatment records.
Health information: medical history, lifestyle information, relevant health details, assessments and treatment notes. This is needed to assess whether treatment is appropriate and to keep accurate records of your care.
Marketing preferences: if you choose to opt in, I may send newsletters, clinic updates or other relevant information. You can unsubscribe at any time.
Website or booking information: if you contact me through a website form, online booking system or payment system, relevant details may be collected to respond to your enquiry, manage your appointment or process payment.

Lawful Basis for Holding Your Data

Under UK GDPR, I rely on the following lawful bases where relevant:

Contract: to arrange and provide treatment services.
Legitimate interests: to manage appointments, keep appropriate records, respond to queries, manage my clinic, and respond to or defend complaints, insurance matters or legal claims.
Legal obligation: where the law requires me to process or retain information.
Vital interests: if required to protect your health or someone else’s health in an emergency.
Consent: for optional marketing communications and any other optional processing where consent is specifically requested.

Special Category Health Data

Health information is special category data under UK GDPR. I process health information only where an Article 9 condition applies, such as where explicit consent is appropriate, or where records are needed in relation to legal claims, insurance matters, professional complaints or regulatory matters.

How I Store Your Data

Your data is stored securely in one or more of the following ways:

Locked filing cabinets for paper forms.
Encrypted devices or password protected systems for digital records.
Secure online booking, payment or clinic management systems, where used.

Only those who need access for legitimate clinic, administrative, professional, legal or insurance purposes will have access to your information. I take reasonable steps to protect your data from unauthorised access, loss, misuse or disclosure.

How Long I Keep Your Data

Treatment records are kept for 7 years after your last treatment, unless my insurer or another legal requirement requires a different period.

For clients under 18, records are kept until the client turns 25.

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

Sharing Your Data

Your data will only be shared where necessary and appropriate. This may include:

With your consent, for example when referring you to another professional.
With my insurance provider, professional association, legal adviser, regulator or relevant authority if needed for a complaint, insurance matter, legal claim or legal obligation.
With third party service providers, such as booking systems, payment providers or product suppliers, where you use those services or ask me to arrange something on your behalf.

I will not sell your personal data.

Your Rights Under UK GDPR

You have the right to:

Access the personal data I hold about you.
Request correction of inaccurate or incomplete data.
Request erasure of your data in certain circumstances.
Restrict or object to certain types of processing.
Receive a copy of your data in a commonly used digital format, where this applies.
Withdraw consent where consent is the lawful basis for processing.

Some rights are not absolute. I may need to retain certain information for insurance, legal, regulatory, tax or complaint related reasons.

Complaints and Contact

If you have a concern about how I handle your data, please contact me first so I can respond. You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO):

Telephone: 📞 0303 123 1113

Website: 🌐 https://ico.org.uk

For any questions about this Privacy Policy, or to exercise your rights, contact:
📧 marion@restrelaxandrepairmassage.co.uk 📞 0790024767

Cookies

My website is a WordPress based site.

Cookies are implemented in every site built using WordPress.

Thank you.

General Complaints Procedure For Rest Relax And Repair Massage

Purpose of this complaints procedure

I aim to provide a professional, respectful and safe service for all clients. If you are unhappy with any part of your appointment, treatment, communication or service, I ask that you let me know so that your concern can be reviewed properly.

This procedure explains how to raise a complaint, what information I need, how your complaint will be reviewed, expected timescales, who will deal with the complaint and what may happen next.

The purpose of this procedure is to provide a clear, fair and transparent process. It does not guarantee a specific outcome, refund, compensation or agreement with every concern raised.

What this procedure covers

You may use this complaints procedure to raise concerns about:

Your appointment or treatment experience.
Communication before, during or after your appointment.
Consent, comfort, dignity, draping, privacy or professional boundaries.
Booking, cancellation, payment or refund issues.
The information given to you before, during or after treatment.
Clinical notes, aftercare advice or treatment records.
Any other concern about the professional service you received.

If your concern includes an allegation of injury, harm, negligence, professional misconduct, breach of privacy, compensation, legal action or anything that may become a claim, I may need to contact my professional indemnity insurer, broker, professional association or legal adviser before responding further.

How to make a complaint

Complaints should normally be made in writing by email.

Please send your complaint to:

marion@restrelaxandrepairmassage.co.uk

If you first raise a concern by text, WhatsApp, Messenger, social media message, phone call or in person, I may ask you to put the details in writing by email. This helps ensure there is a clear record of your concern and my response.

If you are unable to make a complaint in writing, please contact me and I will consider a reasonable alternative.

Information to include in your complaint

Please include as much relevant information as possible, including:

Your full name.
Your contact details.
The date and time of your appointment.
Where the appointment took place.
A clear description of your concern.
What you believe happened.
Whether you raised the concern at the time or afterwards.
Any emails, messages, photographs, documents or other information you want me to consider.
Whether anyone else was present or may have relevant information.
The outcome you would like me to consider.

Please do not include confidential information about another person unless it is directly relevant and you have permission to share it.

Who will deal with the complaint?

I am a sole practitioner, and therefore I will usually review the complaint myself.

If the complaint raises a serious allegation, possible injury, compensation request, legal issue, professional conduct issue, safeguarding concern, police matter or insurance issue, I may need to seek advice before responding. This may include contacting my professional indemnity insurer, broker, SMTO, legal adviser or another appropriate organisation.

Acknowledging your complaint

I will aim to acknowledge your complaint within 5 working days of receiving it.

The acknowledgement will usually confirm:

That your complaint has been received.
The date it was received.
Whether I need any further information from you.
The process I will follow.
When I aim to provide a response.

If the complaint is unclear or incomplete, I may ask you to provide further details before I can review it fully.

Reviewing your complaint

I will review your complaint carefully and fairly.

This may include reviewing:

Your consultation form.
Consent records.
Treatment notes.
Booking information.
Payment or cancellation records.
Emails, texts or other written messages.
Any aftercare advice or information provided.
Any relevant clinic policies.
Any factual timeline of events.
Any information you provide with your complaint.

The review will consider what was raised, what records show, what was agreed, what was communicated and whether any action is appropriate.

Response timescale

I will aim to provide a written response within 20 working days of acknowledging your complaint.

If I need more time, I will let you know and explain the reason for the delay. This may happen if I need further information, need to review records, need to seek professional advice, or if the matter involves insurance, legal, safeguarding or professional conduct issues.

How the response will be sent

The response will usually be sent by email.

The response may include:

A summary of the complaint.
What information has been reviewed.
Clarification of what my records show.
An explanation of my professional position.
An apology where appropriate.
Any action I intend to take.
Any goodwill gesture, if appropriate.
A decision that the complaint is upheld, partly upheld or not upheld.
The next step if you remain dissatisfied.

Taking a complaint seriously does not always mean accepting every allegation. If my records or recollection differ from your account, I will explain this respectfully and factually where appropriate.

Possible outcomes

Depending on the circumstances, the outcome may include:

An explanation or clarification.
An apology for your experience.
A correction of an administrative error.
A change to clinic process or communication.
A goodwill gesture, where appropriate.
A refund or partial refund, where appropriate.
A decision that no further action will be taken.
A decision that the complaint is not upheld.
Referral to an insurer, professional association, legal adviser or another appropriate route.
Any apology, refund, partial refund or goodwill gesture will be considered carefully and does not automatically mean that professional fault, negligence or liability is accepted.

Insurance and legal issues

If your complaint includes an allegation of injury, harm, negligence, professional misconduct, breach of privacy, compensation, legal action or anything that may become a claim, I may need to contact my professional indemnity insurer or broker before responding in detail.

My insurer or broker may ask me to provide relevant records, correspondence, my account of events and any other information needed to assess the matter.

If legal support is required, my insurer or broker may involve their own legal provider, depending on the policy terms.

If insurance or legal advice is needed, the complaint response may be paused or adjusted while advice is obtained.

If my insurer advises that the complaint should be handled directly

Sometimes an insurer or broker may review a complaint and advise that it should be handled directly between the client and therapist through the therapist’s own complaints procedure.

If that happens, I will still review the complaint carefully and respond in writing.

This does not mean that every part of the complaint is accepted. It means the complaint will be handled at clinical practice level unless new information changes the position.

If I disagree with part of the complaint, I will explain this respectfully and factually, referring to records where possible.

Communication during a complaint

Complaint correspondence should usually be handled by email.

Text, WhatsApp, Messenger or social media messages may be used only to acknowledge that a concern has been received and to move the matter into the written complaints process.

Phone calls may be followed by a written summary so that there is a clear record of what was discussed.

I will not manage a formal complaint through repeated informal messages, voice notes, social media comments or ongoing casual conversation.

Inappropriate, abusive or threatening communication

I will consider complaints fairly and respectfully. However, abusive, threatening, discriminatory, sexualised or inappropriate communication will not be accepted.

If communication becomes inappropriate, I may:

Ask that all further contact is made only by email.
Limit communication to the complaint issue only.
End a phone call or meeting.
Decline further treatment.
End professional contact.
Seek advice from my professional association, insurer, broker or legal adviser.
Report serious behaviour to the appropriate authority.

This does not remove your right to raise a complaint, but it does mean the complaint must be raised and managed in a respectful and appropriate way.

If your concern may need to be raised with SMTO –

This procedure is my own clinical practice complaints procedure.

If your concern relates to my professional conduct, competence, fitness to practise or adherence to SMTO Practice Standards, you may choose to contact the Scottish Manual Therapists Organisation for information about its own complaints process.

SMTO may only be able to consider certain types of complaints, such as those relating to professional conduct, competence, fitness to practise or breaches of SMTO Practice Standards.

SMTO cannot usually help you make a claim for compensation. Compensation claims, negligence claims, injury claims or legal claims may need to be handled through insurance or legal advice.

SMTO contact details:

Scottish Manual Therapists Organisation

Website: www.smto.co.uk

Email: info@smto.co.uk

Confidentiality and data protection

Complaint information will be handled confidentially and in line with data protection requirements.

Relevant information may need to be shared with:

My professional indemnity insurer or broker.
A legal adviser.
SMTO or another professional association or register.
Another therapist or clinic owner involved in the complaint.
A safeguarding, police or statutory authority, where required or appropriate.

Only relevant information will be shared.

A record of the complaint and response will be kept securely in line with my clinical record keeping and data protection policies.

If you remain dissatisfied

If you remain dissatisfied after receiving my response, you may choose to raise the matter through another appropriate route, depending on the nature of the complaint.

This may include:

SMTO, if the concern relates to professional conduct, competence, fitness to practise or SMTO Practice Standards.
Your own legal adviser, if the concern relates to legal action or compensation.
My insurer or broker, where an insurance claim is involved.
Another relevant professional association, register, safeguarding route, police or statutory authority, where appropriate.
Closing the complaint at practice level

Once I have acknowledged the complaint, reviewed the relevant information, responded in writing and signposted the next appropriate route, I may consider the matter closed at clinical practice level.

If you provide new relevant information that has not already been considered, I will review whether any further response is needed.

I am not required to continue repeated correspondence where the complaint has already been reviewed and answered, unless new relevant information is provided.

Record keeping

A record of the complaint, correspondence, review and response will be kept securely.

This may include:

The original complaint.
Any acknowledgement sent.
Relevant records reviewed.
Any advice sought.
The written response.
Any outcome or action taken.
Any further correspondence.

Records will be kept in line with my clinical record keeping and data protection policies.

Policy review

This complaints procedure will be reviewed regularly and updated where needed.

Date of next review: 06/07/2028

Therapist name: Marion Hunter

Business name: Rest Relax And Repair Massage

Date: 06/07/2026

Data Complaints Procedure For Rest Relax And Repair Massage

Purpose of this procedure –

This document explains how the business named above handles complaints about the way they collect, use, store, share, retain, correct or delete personal data.

This procedure applies only to data protection complaints.

Other complaints, such as concerns about treatment, professional conduct, fees, appointments, customer service or clinical care, are handled under general complaints procedures.

Personal data is taken seriously. This includes your contact details, consultation information, health history, treatment notes, consent records, appointment records, payment information, emails, messages, student records, course records and any other personal information held.

Health information is special category data under UK GDPR. This means it requires additional care and protection.

You can use this procedure if personal information is held about you.

This may include if you are a current or former client, student or course attendee, professional contact, supplier or another person whose personal data is held.

A data protection complaint is a concern about how your personal information is handled.

You do not need to use legal wording. You do not need to mention UK GDPR. If your concern is about how your personal data has been handled, it will be treated as a data protection complaint.

Examples include concerns about how your personal information was collected, how it was used, how it was stored, whether it was shared, how long it was kept, whether it was or is accurate, how a response was made on a request to see your records, or how a response was made to a request to correct, delete or restrict use of your information.

You can make a data protection complaint by completing the form below and sending it to me.

You may also raise a concern by email, post, telephone, or another reasonable method. If you raise a concern verbally, we may make a written note and ask you to confirm that we have understood your concern correctly.

Please send complaints to –

Email: marion@restrelaxandrepairmassage.co.uk

Postal address: 40 Eskdale Road, Bearsden, G61 1JZ

Telephone: 07900247672

We will acknowledge your complaint within 30 days of receiving it.

We may ask you for more information if we need it to investigate your concern properly.

We will review your complaint and make appropriate enquiries. This may include checking records, reviewing emails or messages, checking our privacy notice, considering whether information was shared, reviewing consent or lawful basis, and deciding whether any action is needed.

We will respond without undue delay. If the matter is complex or we need more time, we will keep you informed.

We will tell you the outcome of the complaint. Where possible, this will be provided in writing.

We aim to resolve and provide a final written outcome to most data protection complaints within three months and will keep you regularly informed if an extension is required due to the complexity of the investigation.

Depending on the complaint, we may decide to:

correct inaccurate information,
update incomplete information,
explain how or why information was processed,
restrict further use of information where appropriate,
delete information where appropriate,
confirm why information must be retained,
update our procedures,
take another reasonable action,
or explain why we do not agree with the complaint.

If you remain dissatisfied after we have responded, you have the right to contact the Information Commissioner’s Office, known as the ICO.

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

ICO helpline: 0303 123 1113

ICO postal address:

Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire