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No matter which type of counselling you are accessing you will need to have an initial consultation. The initial assessment takes place with one of our qualified counsellors, and ensures we are the right service for you and that we provide you with the appropriate service. Please note that your counsellor for ongoing sessions may not be the one conducting your initial assessment.
Before your sessions can start, you must complete our pre- counselling forms which will be sent to you via email. Without completing these forms the first session cannot take place.
We also ask for counselling appointments to be paid at least 48 hours in advance.
We require 48 hours notice of cancellation. If you cancel after this you will still be charged for the session.
Privacy Statement
1. Relate West Sussex ("Relate," "we," "our," or "us") is committed to protecting the privacy and security of your personal information. This Privacy Statement explains how we collect, use, store, and safeguard your data in compliance with the General Data Protection Regulation (EU) 2016/679 ("GDPR") and the UK Data Protection Act 2018. Relate West Sussex is registered as a data controller with the Information Commissioner’s Office (ICO) under registration number Z9815253. Further details can be found on the ICO website.
2. We collect and process personal information to provide our services effectively. The types of data we collect include: • Information You Provide Directly: When you subscribe to our website, register for an event, attend a workshop, make an enquiry, donate, fundraise, provide feedback, apply for a job, volunteer, or receive counselling services. • Information Collected Indirectly: IP addresses, location data from our website searches, and interactions on our social media platforms (Facebook, Instagram, LinkedIn) as permitted by your privacy settings. • Sensitive Data: We may collect special category data (e.g., sexual orientation, racial or ethnic origin, religious or political opinions, health data) for service provision and with your explicit consent.
3. For Relate clients, confidentiality is a fundamental principle. Previously, client case notes were stored as hard copies in locked cabinets. To enhance security, we now store case notes digitally on encrypted software. Access is strictly controlled and limited to authorised personnel through a secure user rights system, ensuring client-counsellor confidentiality at all times.
4. How We Use Your Personal Information We use your data for the following lawful purposes: • To provide counselling and relationship support services. • To process donations and claim Gift Aid where applicable. • To manage event registrations and workshop participation. • To respond to enquiries, feedback, and complaints. • To maintain accurate administrative and financial records. • To ensure safety where there is a risk of harm or abuse. • To conduct research, surveys, and improve service delivery. We will only process your personal data when we have a lawful basis to do so, such as fulfilling a contract, obtaining your consent, or complying with a legal obligation.
5. We retain your personal data only for as long as necessary for the purpose for which it was collected. In some cases, data may be retained for up to seven years to meet legal and regulatory obligations. For financial transactions, we retain data for up to six years for tax and accounting purposes.
6. We do not sell, trade, or rent your personal information. However, we may share data in the following circumstances: • Third-Party Service Providers: We use trusted partners (e.g., Outlook for email communications) to support service delivery. • Legal Obligations: We may disclose data if required by law, such as assisting in a criminal investigation or safeguarding someone at risk of serious harm. We implement strict security measures, including end-to-end encryption for online forms, secure storage of financial transactions, and PCI compliance for payment processing.
7. Under GDPR, you have the following rights: • Access your personal data. • Request correction or deletion of your data. • Restrict or object to data processing. • Withdraw consent where applicable. To exercise these rights, contact us at reception@relatesussex.org or write to: Data Protection Officer Relate West Sussex, 1-2 Gleneagles court, Brighton Road, Crawley, RH10 6AD
8. International Data Transfers: Relate’s case management system is hosted in Canada. Canada is recognised as an "adequate" nation under UK and EU data protection laws, ensuring compliance with data security and privacy standards
At Relate Sussex, we are committed to continuous improvement in our services and organisational structure. Your feedback is invaluable in helping us maintain and enhance our standards.
Complaints Procedure
We take all complaints seriously and aim to address them promptly and fairly.
After Service Feedback
Your feedback following your sessions is an essential part of our ongoing improvement efforts.
We thank you for your trust in Relate West Sussex and value your input as we strive to deliver the best possible service.