Counselling with Caroline
Privacy Policy
Last updated: May 2026
At Counselling with Caroline, your privacy matters. This Privacy Policy explains how I collect, use, store and protect personal information when you visit this website, contact me, join the waiting list, subscribe to the mailing list, purchase resources, or use counselling services.
This policy is intended to comply with the UK General Data Protection Regulation, the Data Protection Act 2018, the Privacy and Electronic Communications Regulations 2003, and relevant changes introduced by the Data (Use and Access) Act 2025.
1. Who I am
Counselling with Caroline is run by:
Caroline Kent
17 Wentworth Close
Hadleigh
Suffolk
IP7 5SA
Email:
enquiries@caroline-kent.com
Telephone: 07814 465222
For the purposes of data protection law, Caroline Kent is the data controller. This means I am responsible for deciding how your personal data is collected, used, stored and protected.
ICO registration number: ZA123134
2. Personal data I collect
I may collect and process different types of personal data depending on how you use this website or my services.
This may include your name, email address, telephone number, postal address, age or age range, and any information you choose to provide through a contact form, waiting-list form, waiting-list support questionnaire, course enquiry form, email, telephone call, booking form, counselling agreement, mailing-list sign-up, purchase enquiry, or other communication.
If you enquire about counselling, join the waiting list, complete a waiting-list questionnaire, or receive counselling, you may choose to share information about your circumstances. This may include brief details about the support you are seeking, your emotional wellbeing, mental health, physical health, disability, family circumstances, relationships, faith, church life, trauma history, safeguarding concerns, or other matters relevant to your enquiry.
Please do not provide more detail than is needed at the enquiry or waiting-list stage. The waiting-list questionnaire is intended to give a helpful overview, not to collect a full counselling history.
I may also process administrative information such as appointment times, invoices, payments, attendance records, correspondence, consent records, and records of whether you have read and agreed to this Privacy Policy.
When you use this website, some technical information may be collected automatically. This may include your IP address, browser type, device information, pages visited, approximate location data, cookie preferences, and website usage information.
3. Special category data
Some information shared with me may be classed as special category data under UK data protection law. This is personal data that needs extra protection because it is sensitive. It may include information about health, mental health, disability, religious beliefs, racial or ethnic origin, sex life, sexual orientation, or other sensitive matters. The ICO states that special category data requires both a lawful basis under Article 6 of the UK GDPR and a separate condition under Article 9.
Because my work involves Biblical counselling, people may also choose to share information about faith, conscience, church life, spiritual struggles, family life, grief, trauma, abuse, mental distress, or safeguarding concerns.
If you complete a waiting-list support questionnaire, you may choose to include sensitive personal information. I will use this only for the purposes explained in this policy, such as considering your enquiry, managing the waiting list, assessing whether my service may be suitable, preparing for possible counselling, keeping appropriate records, and responding to safeguarding or legal concerns where necessary.
Please only share what you are comfortable sharing and what is relevant at this stage. If you are making an initial enquiry, joining the waiting list, or completing a questionnaire before counselling has begun, it is usually best to give a brief summary rather than highly detailed personal information.
4. How I collect your data
I may collect personal data when you:
- contact me through the website contact form;
- email, telephone or message me;
- join the counselling waiting list;
- complete a waiting-list support questionnaire or other suitability form;
- confirm that you have read and accepted this Privacy Policy;
- subscribe to the mailing list;
- book or attend counselling appointments;
- complete counselling forms, agreements or questionnaires;
- purchase or enquire about books, resources or services;
- respond to emails or newsletters;
- use this website, including through cookies and analytics tools.
Where a form is submitted through the website, the information may be processed by the website platform, form provider, email provider, spreadsheet or storage system used to receive, organise and protect enquiries.
5. How I use your data
I use personal data only where there is a lawful reason to do so. The main purposes are:
- to respond to enquiries;
- to manage the waiting list;
- to receive and review waiting-list support questionnaires;
- to consider whether my service may be suitable for your enquiry;
- to decide whether another service, medical support, safeguarding route, crisis service or specialist provision may be more appropriate;
- to communicate with you about availability, appointments, resources or relevant matters;
- to arrange and provide Biblical counselling services;
- to keep appropriate counselling, enquiry, consent and administrative records;
- to send mailing-list emails where you have subscribed;
- to manage payments, invoices and accounts;
- to comply with legal, tax, safeguarding or professional obligations;
- to protect clients, children, vulnerable adults, myself and others where there is a serious risk of harm;
- to keep the website secure and functioning properly;
- to improve the website and understand how visitors use it.
- I do not use waiting-list questionnaire answers for marketing. I do not sell personal data.
6. Lawful bases for processing
Under UK data protection law, I must have a lawful basis for using your personal data. The lawful basis may depend on the context.
I may rely on consent where you choose to subscribe to the mailing list, submit a questionnaire, or provide optional information for a specific purpose.
Where processing is based on consent, you may withdraw consent at any time by contacting me, although this will not affect processing that has already taken place.
I may rely on a contract where processing is necessary to provide counselling services, appointments, resources or related services you have requested.
I may rely on legal obligation where I need to keep records for tax, accounting, safeguarding, legal or regulatory purposes.
I may rely on legitimate interests where I need to manage enquiries, run the waiting list, review questionnaire responses, respond to correspondence, keep appropriate records, protect the security of my services, or manage the practical administration of Counselling with Caroline, provided your rights and freedoms do not override those interests.
For special category data, I will also rely on an appropriate condition under Article 9 of the UK GDPR. This may include your explicit consent, the provision of counselling-related support, safeguarding, legal claims, or another lawful condition where applicable.
7. Contact form enquiries
If you contact me through the website contact form, I will use the information you provide to respond to your enquiry.
This may include your name, email address, telephone number and the contents of your message. If you include sensitive details about your health, family, faith, trauma, safeguarding concerns or personal circumstances, I will treat that information carefully and confidentially.
Please remember that a website contact form is for ordinary enquiries. It is not an emergency or crisis service. If you or someone else is at immediate risk of harm, please contact emergency services, your GP, NHS 111, a crisis team, or another appropriate urgent support service.
8. Waiting list and waiting-list support questionnaire
If you join the waiting list, I will collect the information you provide, such as your name, contact details, brief details about the support you are seeking, and any other information you choose to include.
If you complete a waiting-list support questionnaire, I may collect additional information about your circumstances, needs, preferences, availability, counselling history, risk or safeguarding concerns, faith context, family circumstances, and the kind of support you are seeking.
I use this information to manage enquiries, keep an orderly waiting list, communicate with you about availability, consider whether my service may be suitable, and identify whether another service may be more appropriate.
Completing the questionnaire does not guarantee that counselling will be offered. There may be circumstances where another service, medical support, safeguarding route, crisis service or specialist provision may be more appropriate.
The questionnaire is not an emergency or crisis service. It is not monitored continuously. If you or someone else is at immediate risk of harm, please contact emergency services, NHS 111, your GP, a crisis team, or another appropriate urgent support service.
You may ask to be removed from the waiting list at any time by contacting me. If you are removed from the waiting list, I may still need to retain limited records for a period where this is necessary for safeguarding, legal, insurance, administrative or professional reasons.
8A. Questionnaire consent and privacy notice
Before submitting a waiting-list support questionnaire, you may be asked to confirm that you have read this Privacy Policy and agree to the information you provide being used for the purposes explained in it.
By submitting the questionnaire, you confirm that the information you have provided is given voluntarily and that you understand it may include sensitive or special category personal data. You also understand that the questionnaire is for enquiry, waiting-list and suitability purposes only, and that it is not a crisis service or a substitute for urgent medical, safeguarding or emergency support.
You do not have to complete the questionnaire if you do not wish to do so. However, if limited information is provided, I may not be able to assess your enquiry as fully.
9. Mailing list
If you subscribe to the mailing list, I will use your name and email address to send Biblical encouragement, articles, updates, resources, counselling-related reflections and information about books or services that may be relevant.
I rely on your consent for mailing list emails. You can unsubscribe at any time by using the unsubscribe link in the email or by contacting me directly.
Unsubscribing from the mailing list will not affect any counselling enquiry, waiting list place, appointment, purchase or counselling service.
The mailing list is managed through Mailchimp. Your name, email address, subscription status and interaction with mailing list emails may be processed by that provider in accordance with their own privacy and security arrangements.
10. Counselling records
If you receive counselling, I may keep appropriate records relating to your counselling. These may include contact details, appointment records, brief session notes, relevant correspondence, completed forms, risk or safeguarding information where applicable, and administrative records.
Counselling records are kept securely and are only accessed where necessary for the proper provision, administration, supervision, safeguarding or legal protection of the counselling service.
Counselling is handled with care and in confidence. However, confidentiality is not absolute. There may be circumstances where information may need to be shared, for example, where there is a serious risk of harm, a safeguarding concern involving a child or vulnerable adult, a legal obligation, a court order, a prevention of serious crime matter, or another situation where disclosure is required or permitted by law.
Where possible and appropriate, I will seek to discuss this with you first.
11. Children and young people
Where counselling or enquiries involve children or young people, I may process information provided by a parent, carer, guardian, professional, or the young person themselves.
I will consider the age, understanding, safety, welfare and best interests of the child or young person. Where safeguarding concerns arise, information may need to be shared with appropriate agencies or professionals.
12. Payments, invoices and administration
If you pay for counselling, books, resources or services, I may process information needed to manage payments, invoices, receipts and accounts.
This may include your name, contact details, payment information, invoice records and relevant correspondence. Payment information may be processed through third-party payment providers or banking services.
Financial and tax records are retained in line with legal and accounting requirements.
13. Third-party services
I may use trusted third-party services to help operate this website and provide my services.
These may include:
- website hosting and website platform providers;
- contact form and waiting list tools;
- email and mailing list providers;
- secure cloud storage;
- video call platforms;
- booking or calendar systems;
- payment providers;
- accounting or invoicing software;
- IT support or security services;
- analytics or cookie management tools.
These providers may process personal data only where necessary for the service they provide. I seek to use reputable providers with appropriate security and data protection safeguards.
Some providers may process data outside the UK. Where this happens, appropriate safeguards should be in place, such as adequacy arrangements, standard contractual clauses, or other lawful transfer mechanisms.
14. Sharing your data
I do not sell your personal data.
I will not share your personal data with third parties for their own marketing purposes.
I may share personal data only where necessary, such as:
- with service providers who help me operate the website or provide services;
- with professional advisers, such as accountants, legal advisers or insurers;
- for supervision, where appropriate and with care to protect confidentiality;
- where required by law, court order or legal process;
- where necessary for safeguarding, risk of serious harm, or protection of life;
- where necessary to prevent or detect serious crime;
- where necessary to establish, exercise or defend legal claims.
15. How long I keep your data
I keep personal data only for as long as necessary for the purpose for which it was collected, including legal, professional, safeguarding, insurance, tax and accounting reasons.
As a general guide:
- contact form enquiries may be kept for up to 12 months after the enquiry is resolved, unless the enquiry becomes part of a counselling record or there is another reason to retain it;
- waiting-list information and waiting-list questionnaire responses may be kept while you remain on the waiting list and for up to 12 months after removal from the list, unless the enquiry becomes part of a counselling record or there is another reason to retain it, such as safeguarding, legal, insurance, professional or administrative reasons;
- mailing list information is kept until you unsubscribe or ask to be removed, after which minimal suppression information may be retained to ensure you are not contacted again by mistake;
- counselling records are usually retained for 4 years after the last counselling contact, unless a longer period is required for safeguarding, legal, insurance or professional reasons;
- financial and tax records are usually retained for the period required by HMRC and accounting law;
- website analytics data is retained according to the settings of the analytics provider and cookie tool.
When personal data is no longer needed, it will be securely deleted, anonymised or destroyed.
16. How I protect your data
I take reasonable steps to protect personal data from loss, misuse, unauthorised access, disclosure, alteration or destruction.
These steps may include password protection, secure systems, restricted access, encrypted services where appropriate, secure storage, careful record keeping, and secure disposal of records when no longer needed.
No online system can be guaranteed to be completely secure, but I aim to use appropriate safeguards and reputable service providers.
17. Your rights
Under UK data protection law, you have rights in relation to your personal data.
These may include the right to:
- be informed about how your data is used;
- ask for access to your personal data;
- ask for inaccurate data to be corrected;
- ask for your data to be deleted in certain circumstances;
- ask for processing to be restricted in certain circumstances;
- object to certain types of processing;
- withdraw consent where processing is based on consent;
- ask for data portability in certain circumstances;
- complain about how your data is handled.
These rights are not absolute and may depend on the circumstances. For example, I may need to retain certain records for legal, safeguarding, professional, insurance, tax or accounting reasons.
To exercise your rights, please contact:
I may need to ask for proof of identity before responding to a request.
18. Data protection complaints
If you are concerned about how I have handled your personal data, please contact me first so that I can try to resolve the matter.
You can contact me at:
Please mark your email: Data Protection Complaint.
I will acknowledge your complaint and aim to respond as soon as reasonably possible. Where required by data protection law, I will follow the applicable complaints procedure and timescales.
You also have the right to complain to the Information Commissioner’s Office, the UK supervisory authority for data protection.
Information Commissioner’s Office
Website:
https://ico.org.uk
Telephone: 0303 123 1113
19. Cookies and similar technologies
This website uses cookies and similar technologies to help the site function, improve user experience, remember preferences, understand website usage, and provide embedded content.
Cookies are small files placed on your device when you visit a website. Some cookies are necessary for the website to work. Others, such as analytics, advertising or embedded media cookies, usually require your consent.
For more details, please see the Cookie Policy below.
20. Third-party links
This website may contain links to other websites, resources, platforms, shops, videos or external pages.
I am not responsible for the privacy practices, content or security of third-party websites. Please read the privacy policies of any external websites you visit.
21. Updates to this policy
I may update this Privacy Policy from time to time to reflect changes in the law, my services, website features, third-party providers or data protection practices.
The latest version will be published on this page with the updated date.
Cookie Policy
Last updated: May 2026
This Cookie Policy explains how Counselling with Caroline uses cookies and similar technologies on this website.
1. What cookies are
Cookies are small text files placed on your computer, tablet or mobile device when you visit a website. They help websites work properly, remember choices, improve performance and understand how visitors use the site.
Some cookies are essential. Others are optional and should only be used with your consent.
2. Types of cookies used
This website may use the following types of cookies.
Strictly necessary cookies
These are needed for the website to function properly. They may support security, page navigation, form submission, cookie preferences, accessibility features or other essential functions. These cookies cannot usually be switched off through the website because the site may not work properly without them.
Performance and analytics cookies
These help me understand how visitors use the website, including which pages are visited, how long they stay, and whether any pages are difficult to use. This information helps improve the website. These cookies should only be used where you have given consent, unless they fall within a limited lawful exemption.
Functionality cookies
These allow the website to remember your choices, such as preferences or settings, to improve your browsing experience.
Embedded content cookies
Some pages may include embedded content, such as videos, forms, maps, audio, documents or other external resources. These third-party services may set their own cookies or collect usage information when you interact with them.
Marketing or advertising cookies
I do not intentionally use third-party advertising cookies unless this is clearly shown in the cookie banner or cookie settings tool and you have given consent where required.
3. How cookies are used
Cookies may be used to:
- make the website work properly;
- keep the website secure;
- remember your cookie choices;
- allow contact forms or waiting list forms to function;
- show embedded content;
- understand how visitors use the website;
- improve website layout, content and usability;
- support mailing list sign-up forms or other website features.
4. Third-party cookies
Some cookies may be set by third-party services used on this website.
These may include services such as:
- website platform or hosting providers;
- analytics providers;
- mailing list sign-up forms;
- embedded video or audio platforms;
- booking or form tools;
- security or cookie consent tools.
Third-party providers have their own privacy and cookie policies. I recommend reading those policies if you interact with embedded content or third-party tools.
5. Cookie consent
When you first visit the website, you should be given the option to accept, reject or manage non-essential cookies.
You can change your cookie preferences by using:
Cookie Settings in the bottom right of the screen.
You can also manage cookies through your browser settings. Most browsers allow you to block or delete cookies. Please note that blocking some cookies may affect how the website works.
6. Updates to this Cookie Policy
I may update this Cookie Policy if the website changes, if new cookies are added, or if legal requirements change.
The latest version will be published on this page with the updated date.
