Last updated: [10/09/2025]

1. Contact Details

Phone: 0333 880 6479

E-mail: info@chatterwood.org

2. The information we collect

We collect the following information so we can provide speech support safely and effectively:

• Child’s name, date of birth and contact details

• Parent/carer contact details

• Background information relevant to communication needs

• Session notes and progress information

• Emails, messages and phone communications

• Payment information

• SEND or additional support information

• Health or developmental information (special category data)

• Photographs or video clips (only with separate written consent)

3. How we collect information

We collect information from:

• Parents or carers (forms, emails, messages, conversations)

• Sessions (online or home visits)

• Other professionals, but only with parental consent

4. Why do we use personal information

We use this information to:

• assess communication needs

• plan and deliver sessions

• monitor progress

• manage bookings and reminders

• communicate with parents/carers

• keep accurate records

• meet safeguarding responsibilities

We never use information for marketing without consent.

5. Lawful bases for using your information

We rely on:

• Contract – to provide the service you have booked.

• Consent – for optional things, such as photos or contacting schools.

• Legitimate Interests – for safe and efficient administration (booking, notes, communication, record-keeping).

• Vital Interests – in rare emergencies to protect someone’s safety.

Consent can be withdrawn at any time.

6. Who we share information with

We only share information when necessary:

• Parents and carers

• Other professionals involved in the child’s care, with parental consent

• Safeguarding services, if necessary to protect a child

• Legal authorities, if required by law

• Trusted service providers (e.g., booking systems, payment processors, cloud storage)

These providers only process information on our behalf and must keep it secure.

7. How long do we keep information

• Session notes and records: 6 years after the child leaves

• Enquiries/booking information: up to 12 months

• Financial records: 6 years

• Photos/videos: stored only for the period stated on the consent form

All information is stored securely and deleted safely when no longer required.

8. Your rights

You have the right to:

• access your information

• correct inaccuracies

• request deletion where appropriate

• limit how information is used

• object to certain uses

• request that information be transferred

• withdraw consent at any time

To use any of these rights, email info@chatterwood.org.

9. How to complain

If you have concerns, please contact us first.

You can also complain to the Information Commissioner’s Office (ICO):

ICO
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Helpline: 0303 123 1113
Website: https://www.ico.org.uk/make-a-complaint