Privacy, Confidentiality & Complaints

I am Lucy Harvey and ‘Ply psychotherapy and counselling’ is the name of my therapy practice. I follow the ethical guidelines of the British Association for Counselling & Psychotherapy (BACP) and am a registered member (number 419986).

I am committed to protecting any personal information you share. I follow the UK General Data Protection Regulation (UK‑GDPR) and the Data Protection Act 2018, and I am registered with the Information Commissioner’s Office (ICO) as a data controller.

As part of my ethical commitment to best practice I attend regular professional supervision where anonymised aspects of my work with clients can be shared with a BACP registered supervisor to ensure I am offering safe and effective therapeutic practice. My supervisor is also committed to the ethical guidance and professional standards of the BACP and maintains their own data protection processes under the UK General Data Protection Regulation (UK‑GDPR), Data Protection Act 2018, and Information Commissioner’s Office (ICO).

Your Data

What information I collect

I only collect information that is necessary for us to work safely and effectively together. This may include:

  • Your contact details (name, email, phone number)

  • Information you share during enquiries

  • Notes I make during or after sessions

  • Payment records

  • Any relevant information you choose to share that supports your therapeutic work

How your data is collected

Your data is collected directly from you through email, phone, my website contact form, or during sessions. I do not collect information about you from third parties unless you have given explicit consent.

How your data is stored

I store your information securely using password‑protected systems and encrypted devices. Paper notes (if used) are anonymised and kept in locked storage. I take reasonable steps to prevent unauthorised access, loss, or misuse of your data.

How long your data is kept

Professional insurance requires me to retain client records for seven years after our work ends. After this period, all records are securely destroyed.

How your data is used

Your data is used solely for the purpose of providing psychotherapy. I do not use your information for marketing, nor do I share it with third parties unless required by law.

When confidentiality may need to be broken

Everything you share with me in therapy is confidential. There are, however, specific situations where I may need to share information to keep you or others safe. These include:

  • If you disclose intent to seriously harm yourself or someone else

  • If there is risk of abuse or neglect of a child or vulnerable adult

  • If information relates to serious crime (including terrorism, drug trafficking, or money laundering)

  • If required by a court order

Where possible, I will always discuss these instances with you first.

Your rights

Under UK‑GDPR, you have the right to:

  • Access the personal data I hold about you

  • Request corrections to inaccurate information

  • Request deletion of your data (unless I am legally required to retain it)

  • Withdraw consent for communication

  • Lodge a complaint with the ICO if you have concerns about data handling

If you would like to exercise any of these rights, please contact me directly.

Initial contact

If you contact me but do not proceed with therapy, your details will be deleted after four weeks.

Complaints

I aim to offer a professional, ethical, and supportive service. If you ever feel unhappy with any aspect of your therapy, you have the right to raise this.

Step 1: Talk to me

Most concerns can be resolved through open conversation. You are welcome to raise anything in our sessions, big or small, and we can explore it together in a safe, boundaried way.

Step 2: Formal complaint to me

If you prefer to make a formal complaint, you can do so in writing. I will acknowledge your message within 10 working days and outline the steps I will take to address your concerns.

Step 3: External complaint

If you feel your concern has not been resolved through informal and formal communication with me, you can contact:

Information Commissioner’s Office (ICO) - for concerns about data protection: 0303 123 1113

British Association for Counselling & Psychotherapy (BACP) - for concerns about therapeutic practice: 01455 883300 option 2 (or 07811 762256), alternatively email gethelp@bacp.co.uk.

I fully support your right to raise concerns and will respond with transparency, care, and professionalism.

Contact

If you have questions about privacy, confidentiality, or the complaints process, you can contact me at: lucyelsieharvey@gmail.com.