This policy outlines how personal data collected during the enquiry process is stored, managed, and deleted. It applies to all prospective clients, regardless of whether a decision is made to begin counselling.

This policy does not apply to clinical records created once a therapeutic relationship has been established, such as session notes and intake forms. Clinical records are governed by the Privacy Policy.

A copy of this policy is available on request.

Your Counselling Enquiry

Your counselling enquiry refers to any information received prior to the commencement of counselling and before a counselling agreement has been established.

This may include, but is not limited to:

  • Contact Details

  • Presenting Concerns

  • Email Correspondence

  • Signposting/Referrals

Your counselling enquiry will not form a part of your clinical record, even if you become a client. When a counselling agreement is established, a separate clinical record is created. These records are governed by a separate retention period.

Enquiries are used to determine whether a person is suitable for counselling and whether the service is appropriate for their needs.

Enquiries may be made via email or through online submission forms.

Response Timeframe

We aim to respond to all enquiries within two working days, excluding weekends and bank holidays. Response times may vary during periods of high demand or absence.

Enquiry Process

Following initial contact, an enquiry is stored electronically and saved using the following format:

YYYY-MM-DD Source Location

Documents are password protected and stored securely.

in an open folder. Once a person has made a decision whether or not to begin counselling, this enquiry will be moved to a closed folder, where it will remain for a period of twelve months. Enquires are stored electronically saved using the following format: YYYY-MM-DD Source Location. Documents are also password protected.

Storage

Enquiries are retained for a maximum period of twelve months from the date of last contact. This retention period applies to all enquiries, including those that do not proceed to consultation and those that proceed to consultation but do not continue into ongoing therapy. After this period, enquiry records are securely deleted. A separate clinical record is created at the point of commencement of therapy.

Consultation and Follow-Up

Following an enquiry, a person may be invited to attend a free consultation with the aims of assessing their suitability for counselling. If there is no response, a follow up email will be sent after three days. If there is still no response, the enquiry will be closed after seven days. If the practice is full or the person wants a specific time, they may be placed on a waiting list.

Deletion

At the end of the twelve-month retention period, enquiry records are securely and permanently deleted in accordance with data protection requirements. This ensures that enquiry data is used only for it’s intended purpose and retained no longer than necessary.

Enquiry Policy