Relate West Sussex Policies

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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.  

• Logging Complaints: All complaints are recorded in our Complaints Log.  
• Acknowledgement: We will acknowledge receipt of your complaint promptly.  
• Response Time: You will receive a formal reply within 15 days of us receiving your complaint.  
• Investigation Process:Alleged breaches of the Competency Framework will be thoroughly investigated. Administrative complaints, while not aligned with the Competency Framework, will also be handled diligently.  
• Outcome Communication: Following the investigation, we will send you a tailored response using our Complaint Response Letter template.  
• Right to Appeal: If you are unsatisfied with the outcome, you may appeal the decision within 15 days of receiving our response. Appeals should be addressed to the Centre Manager.  
• Review and Improvement: Complaints provide us with opportunities to evaluate and improve our processes and services.  
• Time Limit: Please note that we are unable to consider complaints older than three years.  

After Service Feedback

Your feedback following your sessions is an essential part of our ongoing improvement efforts.  

• Feedback Forms: After Service Forms are sent to clients within 48 hours of their final session. 
• Review Process: Completed forms are reviewed and logged by our team.  
• Addressing Concerns: Any concerns raised are addressed promptly.
• Acknowledging Positives: Positive feedback is shared with individual counsellors to recognise their contributions and maintain high standards.  

We thank you for your trust in Relate West Sussex and value your input as we strive to deliver the best possible service.