Your privacy is of paramount importance to us and we outline below how we will treat and respect your personal information and the steps we take to keep it secure.
The data controller responsible in respect of information collected is Professional Help Limited. If you have any questions or want to check, change or update your details at any time please contact our team:
By Post: Professional Help Limited, Office 1, Dalton Hall Business Centre, Dalton Lane, Burton in Kendal, Cumbria, LA6 1NJ
By Phone: 01524 782910
By Email: email@example.com
Who we are
We are the UK’s only online chat service where bereaved people can chat directly to a qualified, professional bereavement counsellor. We are a company limited by guarantee in England and Wales. We work in partnership with a range of organisations to embed GriefChat into their websites to provide our pioneering online service and we also provide our own www.griefchat.co.uk website. We offer free of charge chat functionality to all bereaved people, which enables you to explore your grief with a counsellor and also to access a range of high quality, appropriate services to support you in your loss.
Our registered company number is 9402547.
What information do we collect?
When you use our service to chat to a bereavement counsellor, we collect personal information about you. Personal information is information that can be used to identify you such as name, IP address or email address.
The amount and type of information that GriefChat gathers depends on the nature of the interaction. For example, we ask users of our offline chat service to provide an email address so that we are able to contact them. In each case, we only collect such information as is necessary or appropriate to fulfil the purpose of your interaction with GriefChat. GriefChat users can always refuse to supply personally-identifying information that is not automatically collected by our system, with the caveat that it may prevent you from engaging in certain website-related activities (such as booking other counselling sessions).
We may collect and use the following kinds of personal information: name, email address, postal address, telephone number, mobile telephone number. We may also collect personal information if you purchase additional products or services from us or our partners.
If you use your credit or debit card to pay for additional services from our website we will need to share your data with a third party to enable this processing. We will ensure that this is done securely and in accordance with the Payment Card Industry Data Security Standard and we do not store your payment card details.
How do we use this information?
We will use the information that you provide:
- provide you with the services, products or information you have requested
- to process any payment(s) we may receive from you
- to identify visitors to the sites that GriefChat sits on so we can provide a more personalised experience when you use our service
- for administration purposes, e.g. we may contact you about an enquiry you have made
- for internal record keeping, such as the management of feedback or complaints
- to analyse and improve the services we offer
- to block the disruptive use of our chat system and websites, record website traffic or report offensive or defamatory content
- where it is required or authorised by law.
Sharing your information with Third Parties
We provide our service primarily by plugging our chat system into our partner’s websites. No partner organisation is able to directly see your personal information from our chat system. We will not provide any personally identifying information about our users to any partner organisation unless explicit consent has been given in line with ‘your consent to marketing’ below. We may provide partner organisations with non-personally identifying information about the number of service users that access GriefChat via their webpage(s) and other, non-identifying information about service use including location of users, type of bereavement, number of chats etc. in order to help them understand how visitors to their websites use their services in order to develop and deliver these services.
From time to time, GriefChat may release non-personally identifying information in the aggregate, e.g., by publishing a report on trends in the usage of our services.
In addition to the above, we may use or disclose your personal information in order to deal with enquiries made by or about you in connection with any legal proceedings or prospective legal proceedings or as required by law or to establish, exercise or defend our legal rights.
Your data and consent to marketing
If you use our service to ask for information about or access to either our services or those provided by the organisation on whose website you have accessed GriefChat from, then as part of this process we may ask for your consent to contact you for marketing purposes. We will describe what your consent is being sought for and within the course of the chat ask which channels consent is provided for (such as e-mail, telephone, text and/or post). If subsequently, you change your mind and no longer want to be contacted by either ourselves or the specific partner organisation, you can request to update your contact preferences accordingly.
Cookies and online privacy
Most browsers provide you with options to reject third-party cookies if you wish; choosing this option will have an impact on the usability of our website service.
Protecting your Data
Protecting your personal information is of paramount importance to us. To keep your data protected and safe we have put in place suitable technical and organisational precautions to ensure that your information is secure, including ensuring that the chat system we utilise uses secure servers and undertaking data encryption for any information that we store about you. All personally identifying information collected via the GriefChat service is held on the tawk.to system, which guarantees to meet all of the requirements of the General Data Protection Regulation by the 25th of May 2018. For more information visit https://www.tawk.to/data-protection/gdpr/
We will keep your information for as long as required to enable us to operate our service, but we will not keep your information for any longer than is necessary. Our normal procedure is to dispose of any personally identifying information collected via the GriefChat service three months after last contact with you, although this may sometimes be varied on an individual basis in order to support you to the best of our ability. We will take into consideration our legal obligations when determining how long we should retain your information as well as good practice guidance from the relevant professional bodies that we are members of, including the National Counselling Society and British Association of Counselling and Psychotherapy. When we no longer need to retain your information, we will ensure it is securely disposed of.
You have the right to:
- request a copy of the information we hold about you
- update or amend the information we hold about you if it is wrong
- change your communication preferences at any time
- ask us to remove your personal information from our records
- object to the processing of your information for marketing purposes
- raise a concern or complaint about the way in which your information is being used.
If you wish to find out more about these rights or obtain a copy of the information we hold about you, please contact us at: firstname.lastname@example.org
For more information about your rights go to the website of the Information Commissioner’s Office at ico.org.uk.
If you are under the age of 18, you cannot use the GriefChat service. GriefChat is not intended for use by children under the age of 18 and if during the course of a chat we identify that you do not meet this minimum age, then we will end the chat as soon as practicable after suggesting appropriate websites that may be helpful to you.
International data transfers
Information that we collect may be stored and transferred between any of the countries that we operate in order to enable us to use the information in accordance with this policy.
Links to third party websites
Last updated date: 12/09/19