Privacy Policy & Complaints Procedure

Privacy Policy

We currently collect and process the following information:
  • Personal identifiers, contacts and requirements (for example, name, contact number, email address and nature of your enquiry)

How we get the personal information and why we have it

All of the personal information we process is provided to us directly by you for one of the following reasons:
  • So that a member of the team can follow up on your enquiry
  • So that we can refer your enquiry to a member of the Cherry Tree Therapy Centre team who will assist you with your enquiry
  • So that a member of the team can contact you to book you in for an appointment.
We use the information that you have given us in order to contact you in regards to an enquiry or appointment or to send you further information in regards to the Cherry Tree Therapy Centre. We may share this information with a member of the therapy team if this is necessary for your ongoing treatment at the Centre. Most therapists are self-employed and will have their own privacy policies in place.  Please, check these details with your therapist.

Under the General Data Protection Regulation (GDPR), the lawful bases we rely on for processing this information are:

  • Your consent. You are able to withdraw your consent at any time. You can do this by contacting
  • We have a contractual obligation.
  • We have a legal obligation.
  • We have a vital interest.
  • We need it to perform a public task.
  • We have a legitimate interest.
If you are referred to the low-cost counselling service, your personal information will be kept on Writeupp, a software system for healthcare professionals. This is a secure platform and GDPR compliant. Your information will also be kept on Freeagent, which is our secure accounts system. If you are referred over to a member of the therapy team, we will keep your information on file for 5 years in case of any disputes or legal action against the Centre or your therapist.

How we store your personal information

Your information is securely stored online, only accessible via a password and / or two-step verification system. We keep your name, telephone number and email address for 5 years after which it will be deleted if you are no longer an active client of the Centre. Assessments filled in online will also be kept for 5 years for all low-cost counselling clients.  This period is set by our insurance company.

Your data protection rights

Under data protection law, you have rights including:
  • Your right of access – You have the right to ask us for copies of your personal information.
  • Your right to rectification – You have the right to ask us to rectify personal information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.
  • Your right to erasure – You have the right to ask us to erase your personal information in certain circumstances.
  • Your right to restriction of processing – You have the right to ask us to restrict the processing of your personal information in certain circumstances.
  • Your right to object to processing – You have the right to object to the processing of your personal information in certain circumstances.
  • Your right to data portability – You have the right to ask that we transfer the personal information you gave us to another organisation, or to you, in certain circumstances.
You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you. Please contact us at, if you wish to make a request.

How to complain

If you have any concerns about our use of your personal information, you can make a complaint to us at You can also complain to the ICO if you are unhappy with how we have used your data. The ICO’s address:
Information Commissioner’s Office
Wycliffe House
Water Lane
Helpline number: 0303 123 1113 ICO website:

Our ICO Reference No: ZA780900

Complaints Procedure

At Cherry Tree Therapy Centre, we are committed to providing the highest quality of care and service to our clients. We understand that there may be times when you are dissatisfied with our services, and we take all complaints seriously. This policy outlines the procedure for addressing and resolving complaints in a fair and timely manner.


The purpose of this policy is to provide clients with a clear and transparent process for making complaints about the services provided by Cherry Tree Therapy Centre. Our goal is to ensure that complaints are handled promptly, fairly, and with respect for all parties involved.

Definition of a Complaint

A complaint is defined as any expression of dissatisfaction with the services provided by Cherry Tree Therapy Centre, including but not limited to issues related to the conduct of therapists, the quality of therapy sessions, administrative processes, or any other aspect of our service delivery.

Lodging a Complaint

Clients who wish to lodge a complaint are encouraged to do so as soon as possible after the issue arises. Complaints can be made in person, by phone, by email, or in writing. Clients may also request assistance from a trusted advocate or support person to help them lodge their complaint if needed.

Complaint Handling Procedure

Upon receiving a complaint, Cherry Tree Therapy Centre will:

  • Acknowledge receipt of the complaint within 48 hours.
  • Assign a team member to investigate and address the complaint.
  • Conduct a thorough and impartial investigation into the circumstances surrounding the complaint.
  • Keep the client informed of the progress and expected timeline for resolving the complaint.
  • Take appropriate action to address the issues raised in the complaint.
  • Endeavour to resolve the complaint to the client’s satisfaction within a reasonable timeframe.



All complaints will be treated with the utmost confidentiality. Information relating to the complaint will only be disclosed to those individuals directly involved in the investigation and resolution process. Client confidentiality will be maintained at all times, in accordance with our privacy policy and relevant laws and regulations.

Escalation Procedure

If a client is not satisfied with the outcome of their complaint or the manner in which it was handled, they may request to escalate the matter to a higher level of management within Cherry Tree Therapy Centre. Details of the escalation procedure will be provided upon request.

External Review

If the client remains dissatisfied after exhausting the internal complaints procedure, they may have the option to seek external review through relevant membership bodies or professional associations.

Feedback and Continuous Improvement

Cherry Tree Therapy Centre values feedback from clients and views complaints as an opportunity to improve our services. We will regularly review and analyse complaints to identify any trends or areas for improvement and take proactive steps to address them.

Contact Information

Clients can lodge a complaint or seek further information about our complaints process by contacting:

Caroline Ley
Clinical Director

Cherry Tree Therapy Centre is committed to providing a safe, supportive, and effective therapy environment for all clients. We take complaints seriously and are dedicated to resolving them in a fair and transparent manner. We encourage clients to provide feedback, as it helps us to continuously improve our services.