1. Overview

We are committed to protecting your privacy and handling all personal information with care.

This policy explains what information we collect, why we collect it, how we use it and the steps we take to keep it safe.

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2. Data Controller

Understanding You™ is the data controller responsible for your data.

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Understanding You™ is the Data Controller responsible for deciding how your personal information is collected, used and stored.

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If you have any questions about this Privacy Policy or how your personal information is handled, please contact us at:

Email: privacy@understandingyou.net.

Address: Understanding You™, 1 Queen Square, Bath, BA1 2HA

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3. How we collect your data

We use different methods to collect from you and about your child/you including through:

• Our Get in Touch form

• Telephone conversations

• Referral forms

• ​Electronic forms, including Microsoft Forms, which may be used to obtain consent or collect information needed to provide our services

• Online/face-to-face meetings

• Email correspondence

• Information you choose to provide during enquiries or consultations

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We do not currently operate a newsletter subscription service. 

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4. What information we collect

We collect information that helps us provide safe, effective support to children, families and settings. This may include:

• Your name and contact details

• Your child's name, age and relevant needs

• Information you choose to share about your child's development, strengths or challenges

• Notes from visits, observations or discussions

• Information from settings or professionals you have given permission for us to speak with or shared their reports

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Some of the information we collect may include special category personal data, such as information about your child's health, neurodevelopment, educational needs or disabilities. We only collect this where it is necessary to provide our services and where UK data protection law allows us to do so.

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We only collect information that is necessary for our work.

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5. How we use your information

We use your information to:

• Provide support to your child, family and setting (where applicable)

• Recommend next steps

• Communicate with you and relevant settings/professionals (with your consent)

• Communicate with you by telephone, email or WhatsApp where you have chosen to use these methods or agreed that they are a convenient way to arrange appointments or discuss your support

• Keep children safe

• Maintain accurate records of the support we provide (casework)

• Write reports

• Issue invoices

• Respond to enquiries submitted through our website

• Manage appointments and consultations

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We do not use your information for marketing or share it with third parties for advertising.

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6. Lawful basis for processing

Under UK GDPR, we rely on the following lawful bases:

• Consent – when you agree to us working with your child or sharing information with a setting/professional

• Legitimate interests – to provide our service safely and effectively

• Legal obligation – when safeguarding concerns require us to share information with relevant agencies

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Where we process special category personal data (such as health or neurodevelopmental information), we do so only where UK GDPR permits this, including where it is necessary to provide our services or where you have given explicit consent.

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7. How we store and protect your information

We will secure and protect your data by:

• Electronic information is protected through encrypted devices

• Safe storage methods such as secure cloud-based with restricted access

• Send reports/documents/emails containing personal data either encrypted or password protected

• Paper documents will be stored in a locked filing cabinet

• Where available, we use multi-factor authentication, security updates and other appropriate technical measures to help protect personal information from unauthorised access, loss or misuse.​

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Only authorised members of our service have access to your information.

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8. Third-party service providers

We may use trusted third-party providers to support our business, including website hosting, secure email, cloud storage and IT support. These providers only process personal information on our behalf and are required to keep it secure and confidential.

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9. How long we keep information

We keep personal information only for as long as necessary to provide our services and to meet our legal, safeguarding and professional obligations.

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Records relating to children are normally retained until their 25th birthday unless a different retention period is required by law or professional guidance.

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Following this, records are securely destroyed.

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10. Sharing information

We may share information when:

• You give clear consent

• It is necessary to support your child

• A setting or professional is involved and you have agreed to information sharing

• We have a safeguarding concern and must follow statutory guidance

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We will always share the minimum information needed.

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11. Your rights

You have the right to:

• Ask for a copy of the information we hold (at no cost)

• Request corrections if something is inaccurate

• Withdraw consent at any time

• Ask for information to be deleted (unless we must keep it for legal reasons)

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Please email privacy@understandingyou.net or write to Understanding You™, 1 Queen Square, Bath, BA1 2HA.  Please ensure your request is clear, particularly if it is a request for the information Understanding You™ holds about you or your child. We will respond within 30 calendar days.

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12. If you do not provide personal information

If you choose not to provide certain personal information requested, we may be unable to provide some or all of our services.

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13. International transfers

We do not routinely transfer personal information outside the United Kingdom. If this ever becomes necessary, we will ensure appropriate safeguards are in place in accordance with UK data protection law.

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14. Artificial Intelligence (AI)

We may use AI-assisted tools to support administrative tasks such as checking spelling, grammar or document formatting. These tools are not used to make decisions about children or families. Where personal information is processed using AI-assisted tools, appropriate safeguards will be in place to protect confidentiality and comply with UK data protection law.

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15. Social media

We may operate social media accounts to provide information about our services. We will never publish photographs, testimonials or other identifiable information about you or your child without your explicit consent.

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16. Third-party websites

Our website may contain links to external websites. We are not responsible for the privacy practices or content of those websites and encourage you to read their own privacy notices.

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Complaints

If you have any complaints about how we handle your data, please contact us first at privacy@understandingyou.net and we will respond within 30 calendar days.

If you remain dissatisfied, you can contact the Information Commissioner's Office (ICO) on 0303 123 1113, use its online form or live chat (available via the ICO website), or write to:

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Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

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Privacy Policy changes/review

Understanding You™ will review this Privacy Policy every year and update it whenever needed (for example, if the law changes). Any updates will be published on this website as soon as they take effect. By continuing to use the website after any changes are made, you are agreeing to the updated Privacy Policy.

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Last reviewed: September 2026

Next review date: September 2027