Purpose

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Evolve Psychotherapy is committed to protecting the privacy, confidentiality and security of personal information. We take concerns about the handling of personal data seriously and aim to resolve any issues promptly, fairly and transparently.

This procedure explains how individuals can raise a complaint about the way their personal information has been collected, stored, used, shared, retained or otherwise processed by Evolve Psychotherapy.

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Who Can Make a Complaint?

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This procedure applies to:

• Current clients

• Former clients

• Individuals who have made an enquiry about therapy services

• Website visitors

• Any individual whose personal data is processed by Evolve Psychotherapy

 

What Can I Complain About?

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You may raise a complaint if you believe that Evolve Psychotherapy has not handled your personal information appropriately. Examples include:

• Concerns about confidentiality

• Concerns about the accuracy of information held

• Delays in responding to a Subject Access Request

• Concerns about how information has been collected or used

• Concerns about data retention or deletion

• Concerns about information being shared with third parties

• Concerns relating to website data collection, cookies or marketing communications

• Concerns regarding a personal data breach

 

How to Make a Complaint

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Complaints should be submitted in writing wherever possible.

Please include:

• Your name and contact details

• A description of your concern

• Relevant dates and details

• Any supporting information that may assist with the investigation

 

Complaints can be submitted by email to:

tina@evolve-psychotherapy.co.uk

Alternatively, you may write to:

Evolve Psychotherapy
1 Jackson Close
Bradwell
Norfolk
NR31 9FY

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What Happens Next?

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Acknowledgement

Your complaint will be acknowledged within 30 calendar days of receipt.

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Investigation

Evolve Psychotherapy will investigate your concerns and may contact you for additional information where necessary.

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The investigation will consider:

• The nature of the concern

• Relevant data protection legislation

• Internal policies and procedures

• Any evidence available

 

Outcome

You will receive a written response explaining:

• The findings of the investigation

• Any action taken

• Any corrective measures implemented where appropriate

• Information about further options available to you

 

We aim to resolve complaints as quickly as possible. More complex matters may take longer to investigate, but you will be kept informed of progress.

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Record Keeping

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A confidential record of all data protection complaints will be maintained, including:

• Date received

• Nature of the complaint

• Actions taken

• Outcome

• Date closed

 

These records help us monitor compliance and improve our services.

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If You Remain Dissatisfied

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If you are unhappy with the outcome of your complaint or believe your data protection rights have been infringed, you have the right to contact the Information Commissioner's Office (ICO).

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Information Commissioner's Office (ICO)

Website: https://www.ico.org.uk

Telephone: 0303 123 1113

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The ICO is the UK's independent authority responsible for upholding information rights and data protection law.

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Review of this Procedure

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This procedure will be reviewed periodically and updated as required to reflect changes in legislation, regulatory guidance or business practices.

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Evolve Psychotherapy is committed to handling personal information lawfully, fairly, transparently and securely in accordance with UK data protection legislation.

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Reviewed and Updated June 2026