Privacy Policy

Healing with Heavens – Privacy Policy

The security and privacy of our customers’ Personal Information is of paramount importance to us, so our internal systems and procedures ensure that any personal data we hold is protected. This policy explains our approach to data protection in compliance with the General Data Protection Regulation (GDPR) 2018. Under these regulations, we act as Data Controller due to the need for us to collect and retain certain information.

This policy provides information in respect of:

• What personal information we may collect / hold.
• How and why we collect personal data.
• How the information we collect is used.
• The procedures we have in place.
• Your rights in relation to the data we collect and hold.
• How to contact us in relation to requests about the data we hold.

What Personal Information do we collect?

As part of our operations, it is necessary for us to collect (and retain) some personal information from those wishing to access our services or products. Information that it may be necessary for us to collect can include:

• Your name and contact details (Telephone Numbers / Email / Postal Addresses)
• Your date of birth.
• Employment details.
• Your current and previous medical history.
• Your future communication preferences.

Why do we need to collect / hold your Personal Information?

The nature of our business and the financial and regulatory framework within which we operate means that we collect and hold personal data for the following reasons:

• A legitimate business interest (data is required to perform our duties).
• A regulatory or legislative obligation (we are required by insurance to hold personal and medical data).
• Financial probity and compliance purposes.
• To ensure safe practise of therapies.

How do we use the Personal Information we hold?

Depending on the services you have requested, we will process and retain your personal information to enable us to fully deliver that service or to ensure we remain compliant with any relevant law and insurance.

Sharing your Personal Information

The performance of our duties may require us to share your information with other parties in accordance with the needs specified above. Such parties may include:

• Our management system support providers.
• HMRC and other legal bodies in compliance with legal requirements.
• Other third parties for the purposes of service information requested by you (with your consent).
• Insurance bodies in the event of a claim.
• Medical professionals in the event we are concerned for your immediate health and wellbeing.

Where information is shared with others as outlined above, these organisations will have their own privacy policies and procedures in place which can be requested by you directly. From time to time we may contact you to ask for feedback on our services and this may be by telephone, email or written correspondence. You can let us know if you do not wish to be contacted in such circumstances and we will amend our records accordingly.

We do not sell or share information with third parties for the purposes of marketing or sales, unless your specific consent has been given in advance.

Should our Business be sold or transferred, we will transfer your personal information to the recipient organisation only in order to ensure that legal compliance is preserved and that they are able to perform their legitimate business.

Retaining and Disposal of your Personal Information

We are required through regulation and legal and insurance obligation to hold certain personal data elements for specified periods, such data may include contact details, date of birth and medical history. We will hold such data only for such periods as necessary to ensure compliance and will dispose of data appropriately when it is no longer required. You may choose to request that we hold contact details indefinitely in order to maintain contact about our services and products.

Your Rights and Information Protection

You have certain rights in respect of the personal data we hold about you and the way in which it is managed by us. These rights include:

• Your Information Access Rights. You are entitled to receive confirmation of the personal information we hold and the way in which it is being processed.
• Your Right of Rectification. You have the right to require us to correct any inaccurate personal information we hold about you or to provide us with additional information to complete our records to your satisfaction.
• Your Right of Portability. You have the right to require us to provide your personal data in a readable format such that it can be passed to another organisation at your request.
• Your Right of Erasure. You have the right to require us to erase any personal information we hold about you, subject to the following circumstances:
  • Our handling of your personal information in not lawful.
  • We are required to erase any data in order to comply with the law by which we are bound.
  • You object to our use of your information and we cannot provide justifiable reasons to continue handling such information.
  • You have withdrawn your consent for us to use your personal information (in the knowledge that we may no longer be able to deliver services to you).
  • We no longer need to collect or hold your personal information to carry out our duties or to meet legal and insurance obligations.
• Your Right to Object. Should you request that we stop holding or processing your personal information, we will do so unless we are able to demonstrate a legitimate requirement for us to continue to do so.

Should you wish to exercise any of these rights or if you require any additional information in relation to this policy, you can send us an email.

GDPR Complaints Procedure

How we handle your data protection concerns

1. About This Document

This document sets out the complaints procedure for Healing with Heavens (referred to as “we”, “us” and “our” throughout this document). It explains how we will handle any complaint you make about the way we collect, use, store, share or otherwise process your personal data under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Important : This procedure applies to GDPR and data protection complaints only.

2. Our Contact Details

All GDPR-related complaints should be directed to us using the contact details below.

Healing with Heavens, 29 Sterling Way, Upper Cambourne, Cambridge CB23 6BL or by email healingwithheavens@gmail.com

3. Your Rights Under UK GDPR

You have the following rights in relation to the personal data we hold about you:

• The right to access the personal data we hold about you (a Subject Access Request)

• The right to rectification — to have inaccurate or incomplete data corrected

• The right to erasure (‘the right to be forgotten’) in certain circumstances

• The right to restrict processing of your personal data

• The right to data portability — to receive your data in a structured, machine-readable format

• The right to object to processing, including for direct marketing purposes

• The right to withdraw consent at any time where processing is based on your consent

If you believe we have not respected one or more of these rights, you are entitled to raise a formal complaint using the procedure set out in this document.

4. How to Make a Complaint

Please submit your complaint in writing — [either by post or by email] — using the contact details in Section 2. To help us investigate your concern as efficiently as possible, please include:

• Your full name and preferred contact details

• A clear description of your concern and which data protection right(s) you believe have been affected

• The approximate date(s) when the issue occurred

• Any relevant reference numbers, correspondence or documents

5. Our Complaints Process

Once we receive your complaint, we will follow the five steps below. We are committed to handling all complaints promptly, fairly and confidentially.

1. Acknowledgement — within 30 days: We will acknowledge your complaint in writing within 30 days of receiving it, confirming that we have recorded it and will be investigating.

2. Requesting Further Information: If we need any additional details to fully investigate your complaint, we will contact you as soon as possible and explain what we need and why.

3. Investigation & Review: We will carry out a thorough and impartial review of your complaint. We will agree a realistic timescale with you once we have all necessary information, and we will keep you updated if there are any delays.

4. Decision & Outcome: We will communicate the outcome of our investigation to you clearly and in writing within one calendar month of receiving all the information needed (this may be extended by up to two further months for complex complaints — we will notify you if this is the case).

5. Closure or Escalation: If you are satisfied with the outcome, we will close your complaint. If you remain dissatisfied, you have the right to refer your complaint to the ICO free of charge (see Section 6 below).

6. Escalating Your Complaint to the ICO

If you remain dissatisfied with our response, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO) — the UK’s independent supervisory authority for data protection. This service is free of charge.

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

ICO helpline: 0303 123 1113 (Monday–Friday, 9am–5pm)

ICO postal address: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

Technical and Analytical Data and the use of Cookies

Cookies are text files placed on your computer to collect standard internet log information and visitor behaviour information. This information is only used by us to track visitor use of the website and to compile statistical reports on website activity. For further information visit www.aboutcookies.org or www.allaboutcookies.org. You can set your browser not to accept cookies, and the above websites tell you how to remove cookies from your browser.

Changes to this Privacy Policy

This Privacy Policy was last updated on 19th May 2026. We will keep this policy under review and may from time to time update or amend it. Our website will always carry the most up to date policy version and copies will be made available in other formats upon request or as part of our service information packs issued to customers.