Privacy Policy
This privacy notice is for Dr Faye Volker (doing business as Dr Faye Volker and DR.FV) ('we', 'us', or 'our'), describes how and why we might collect, store, use, and/or share ('process') your information when you use our services (‘Services’).
Last Updated 1st August 2024
Privacy Policy Topics
The information we collect
Personal Information Provided by You. The personal information that we collect depends on the context of your interactions with us and the Services, the choices you make, and the products and features you use.
The personal information we collect may include the following:
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Names and contact details
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Addresses and billing addresses
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Date of birth, age, and gender
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Purchase and payment information and history
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Insurance policy details (where necessary)
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Account information, account records, and history
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Username and customer reference details
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Health and safety information
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Nominated person’s name and contact details
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General Practitioner (GP) contact details and address
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Other health care provider’s contact details and address
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Information relating to compliments or complaints
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Marketing preferences
Personal Information Automatically Collected. We automatically collect certain information when you visit, use, or navigate the Services. This information does not reveal your specific identity but may include device and usage information. This information is primarily needed to maintain the security and operation of our Services, and for our internal analytics and reporting purposes. Please also see our Cookie Policy.
We may collect the following technical information:
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Log and Usage Data. Log and usage data is service-related, diagnostic, usage, and performance information our servers automatically collect when you access or use our Services and which we record in log files. Depending on how you interact with us, this log data may include your IP address, device information, browser type, and settings and information about your activity in the Services (such as the date/time stamps associated with your usage, pages and files viewed, searches, and other actions you take such as which features you use), device event information (such as system activity, error reports (sometimes called 'crash dumps'), and hardware settings).
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Device Data. We collect device data such as information about your computer, phone, tablet, or other device you use to access the Services. Depending on the device used, this device data may include information such as your IP address (or proxy server), device and application identification numbers, location, browser type, hardware model, Internet service provider and/or mobile carrier, operating system, and system configuration information.
Special Category Data and Criminal Offence Data. The special category data (sensitive information) and criminal offence data that we collect depends on the context of your interactions with us and the Services, the choices you make, and the products and features you use. The UK GDPR gives extra protections to sensitive and criminal offence data and as such relies on separate conditions for processing.
When providing healthcare services, we may collect the following sensitive information:
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Racial or ethnic origin
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Political opinions
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Religious or philosophical beliefs
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Health information
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Sex life information
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Sexual orientation information
When providing healthcare services, we may collect the following criminal offence data:
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Criminal activity
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Allegations proven and unproven
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Information relating to the absence of convictions
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Investigations
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Proceedings
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Information about security measures
Personal Information Provided by Others. The personal information that we receive from others about you depends on the context of your interactions with us and the Services, the choices you make, and the products and features you use.
We may collect information about you from the following sources:
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Healthcare providers
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Insurance companies
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Councils and other public sector organisations
Why we collect information
​We process your information to provide, improve, and administer our Services, communicate with you, for security and fraud prevention, and to comply with law and professional regulation. We may also process your information for other purposes with your consent.
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To deliver and facilitate delivery of services to the user. We may process your information to provide you with the requested service.
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To respond to user inquiries/offer support to users. We may process your information to respond to your inquiries and solve any potential issues you might have with the requested service.
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To send administrative information to you. We may process your information to send you details about our Services, changes to our terms and policies, and other similar information.
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To fulfil and manage your orders. We may process your information to fulfil and manage your orders, payments, returns, and exchanges made through the Services.
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To request feedback. We may process your information when necessary to request feedback and to contact you about your use of our Services.
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To protect our Services. We may process your information as part of our efforts to keep our Services safe and secure, including fraud monitoring and prevention.
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To identify usage trends. We may process information about how you use our Services to better understand how they are being used so we can improve them.
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To save or protect an individual's vital interest. We may process your information when necessary to save or protect an individual’s vital interest, such as to prevent harm.
The legal basis for collecting information
We only process your personal information when we believe it is necessary and we have a valid legal reason (i.e. legal basis) to do so under applicable law.
We may rely on the following legal basis to process your personal information:
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Performance of a Contract. We may process your personal information when we believe it is necessary to fulfil our contractual obligations to you, including providing our Services or at your request prior to entering into a contract with you.
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Legal Obligations. We may process your information where we believe it is necessary for compliance with our legal obligations, such as to cooperate with a law enforcement body or regulatory agency, to comply with warrants and courts orders, to exercise or defend our legal rights, or disclose your information as evidence in any professional complaint or other litigation in which we are involved.
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Legitimate Interests. We may process your information when we believe it is reasonably necessary to achieve our legitimate business interests and those interests do not outweigh your interests and fundamental rights and freedoms. For example, we may process your personal information to analyse and monitor for Service quality, effectiveness, and experience or to diagnose problems and/or prevent fraudulent activities.
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Vital Interests. We may process your information where we believe it is necessary to protect your vital interests or the vital interests of a third party, such as situations involving potential threats to the safety of any person.
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Consent. We may process your information if you have given us permission (i.e., your consent) to use your personal information for a specific purpose. If we are relying on your consent as the legal basis for processing your information for a specific purpose, then you can withdraw your consent at any time by getting in touch using the form above. However, please note that this will not affect the lawfulness of the processing before its withdrawal nor, will it affect the processing of your personal information conducted in reliance on lawful processing grounds other than consent.
We may rely on the following legal basis to process special category data and offence related data:
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Explicit consent. We may process special category data and offence related data when you have provided your explicit consent and permission for this information to be processed.
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The provision of healthcare. we may process special category data and offence related data for the provision of safe and effective healthcare.
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The provision of counselling. We may process special category data and offence related data when it is necessary for the provision of confidential counselling, advice, or support.
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Safeguarding of children and individuals at risk. We may process special category data and offence related data when it is necessary to protect individual(s) from neglect and/or emotional and physical harm.
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Safeguarding of economic wellbeing of certain individuals. We may process special category data when it is necessary to protect individual(s) who are less able to protect their own economic wellbeing due to reasons of mental health or physical health injury, illness, or disability.
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Vital Interests. We may process special category data and offence related data where we believe it is necessary to protect your vital interests or the vital interests of a third party, such as situations involving potential threats to the safety of any person.
Sharing personal information
We may share your data with third-party vendors, service providers, contractors, or agents ('third parties') who perform services for us or on our behalf and require access to such information to do that work. We may share information in specific situations described in this section and/or with the following categories of third parties:
The categories of third parties we may share personal information with are as follows:
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Government Entities and Local Authorities
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Organisations we’re legally obliged to share personal information with
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Organisations we need to share information with for safeguarding reasons
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Relevant Regulatory Authorities
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Public Health and Social Care Providers
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Emergency Services
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Financial or Fraud Investigation Authorities
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Debt Collection Agencies
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Insurance Providers
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Professional or Legal Advisors
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Professional Consultants and Clinical Supervisors
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Communication Service Providers
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Telehealth Service Providers
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Finance and Accounting Providers
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Payment Processors
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Order Fulfilment Service Providers
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Website Hosting Service Providers
We also may need to share your personal information in the following situations:
Business Transfers. We may share or transfer your information in connection with, or during negotiations of, any merger, sale of company assets, financing, or acquisition of all or a portion of our business to another company.
International transfers of information
Where necessary, we may transfer personal information outside of the UK. When doing so, we comply with the UK GDPR, making sure appropriate safeguards are in place. Please contact us for more information.
Where necessary, our data processors may share personal information outside of the UK. When doing so, they comply with the UK GDPR, making sure appropriate safeguards are in place. Please contact us for more information.
Information retention schedule
We will only keep your personal information for as long as it is necessary for the purposes set out in this privacy notice, unless a longer retention period is required or permitted by law (such as tax, accounting, or other legal requirements). No purpose in this notice, with the exception of that being permitted by law, will require us keeping your personal information for longer than 7 years.
When we have no ongoing legitimate business need to process your personal information, we will either delete or anonymise such information, or, if this is not possible (for example, because your personal information has been stored in backup archives), then we will securely store your personal information and isolate it from any further processing until deletion is possible.
Keeping information safe and secure
We have implemented appropriate and reasonable technical and organisational security measures designed to protect the security of any personal information we process.
However, despite our safeguards and efforts to secure your information, no electronic transmission over the Internet or information storage technology can be guaranteed to be 100% secure, so we cannot promise or guarantee that hackers, cybercriminals, or other unauthorised third parties will not be able to defeat our security and improperly collect, access, steal, or modify your information.
Although we will do our best to protect your personal information, transmission of personal information to and from our Services is at your own risk. You should only access the Services within a secure environment.
Information from people under 18 years
We do not knowingly solicit data from or market to children under 18 years of age. By using the Services, you represent that you are at least 18 or that you are the parent or guardian of such a minor and consent to such minor dependent’s use of the Services.
If we learn that personal information from users less than 18 years of age has been collected, we will deactivate the account and take reasonable measures to promptly delete such data from our records. If you become aware of any data we may have collected from children under age 18, please get in touch using the form above.
Your privacy rights
Under UK GDPR data protection law, you have rights including:
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Your right of access. You have the right to ask us for copies of your personal data.
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Your right to rectification. You have the right to ask us to rectify personal data you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.
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Your right to erasure. You have the right to ask us to erase your personal data in certain circumstances.
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Your right to restriction of processing. You have the right to ask us to restrict the processing of your personal data in certain circumstances.
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Your right to object to processing. You have the right to object to the processing of your personal data in certain circumstances.
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Your right to data portability. You have the right to ask that we transfer the personal data you gave us to another organisation, or to you, in certain circumstances.
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Your right to withdraw consent. When we use consent as out lawful basis you have the right to withdraw your consent.
You don’t usually need to pay a fee to exercise your rights. If you make a request, we will review your request and we have one calendar month to respond to you. There may be circumstances where we may decline a data protection rights request or subject access request where a lawful exemption.
To make a data protection rights request, please get in touch using the form provided at the top of this privacy notice.
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Please be advised that if you are feeling pressured into making a subject access request, then this may be considered a 'forced request'. Please get in touch with us if you feel pressured to make a subject access request, as there may be options for a less intrusive way to share your information in your choose to share it (such as a report). For more information please see this link: https://ico.org.uk/for-organisations/uk-gdpr-guidance-and-resources/individual-rights/right-of-access/can-we-force-an-individual-to-make-a-sar/
Updating the Privacy Policy
We may update this privacy notice from time to time. The updated version will be indicated by an updated 'Revised' date and the updated version will be effective as soon as it is accessible. If we make material changes to this privacy notice, we may notify you either by prominently posting a notice of such changes or by directly sending you a notification. We encourage you to review this privacy notice frequently to be informed of how we are protecting your information.
How to Complain
If you have concerns about our use of your personal data, you can make a complaint to us using the form provided at the top of this privacy notice.
If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.
The ICO’s Address:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5 AF
Helpline Number: 0303 123 1113
Website: https://ico.org.uk/make-a-complaint/