Privacy Policy
Resilience Neuro Neuropsychological Services (“Resilience Neuro”, “we”, “us”, “our”) are committed to protecting the privacy and security of the personal information we collect, use, and share about our clients and service users (“you”, “your”).
What personal data do we collect about you?
Basic personal information (your name, date of birth, address, telephone number, email address)
- Emergency contact details (name, telephone number, email address)
- Relevant past and current medical history, medication, assessment outcomes, treatment records, and goals for therapy
- When visiting resilienceneuro.co.uk (“the site”), complete our contact form, or contact us by email, we may collect ‘online identifiers’ including IP address, cookie identifiers, and web browser information
How do we collect your personal information?
Most of the information we process is provided to us directly by you when you:
- Voluntarily complete our contact form
- Email us
- Voluntarily complete a client survey or provide feedback via our website or via email
- Use or view our website via your browser’s cookies
- Instruct us to provide our service
- Authorise third parties acting on your behalf to share your data with us
How we use your personal information
We use the information that you have given us in order to:
- Respond to your enquiries about our services
- Email you with information about our services
- Contact you to arrange appointments or send invoices
- Provide you the best possible treatment and support
- Process your payments
- Send you marketing communications
- Perform analytics and gain marketing insight to make our website more accessible and intuitive to use
We may occasionally need to share your information with other professionals involved in your care, such as your GP, Hospital Consultant, solicitor, or other members of the multidisciplinary team. We will always do this with your consent and only when necessary for your treatment and management.
If you do not wish to be contacted for marketing purposes, you may opt-out at any time by contacting us on
Under the UK General Data Protection Regulation (UK GDPR), the lawful bases we rely on for processing this information are:
- Your consent. You are able to remove your consent at any time. You can do this by contacting us on
This email address is being protected from spambots. You need JavaScript enabled to view it. - We have a contractual obligation to you, such as when we provide you with services or products. Please note that where personal data is processed on this basis, we will be unable to provide our services without the required information
- We have a legal obligation.
Special Category Data
Under GDPR, some personal data requires more protection because it is considered especially sensitive, for example, information about a person’s:
- Health
- Racial and ethnic origin
- Sexual orientation or
- Sex life
We process this information for the purposes of providing you with the best possible health treatment. For example, we may review details of your medical history to ensure that we are providing bespoke, accessible, and holistic care that takes into account any physical, communication, or psychological difficulties.
How we store your personal information
When providing you with services or products, we may collect personal data and record it in electronic or in paper format.
We ensure that we take all necessary steps to protect personal data against accidental loss or unauthorised access.
We use a combination of physical procedures, working practices, and technology to ensure that your personal information is kept confidential and secure and is safeguarded against accidental disclosure.
Where necessary, we take strict measures to ensure that your personal information is not identifiable.
How long we keep your personal information
Personal data that we process for any purpose or purposes shall not be kept for longer than is necessary for that purpose or those purposes.
Resilience Neuro will review stored personal data once yearly, whether held electronically or on paper, to decide whether to destroy or digitally delete any personal data once the purpose for which that data was collected is no longer relevant.
We will securely delete or anonymise data after seven years from when it was originally processed unless there is a compelling reason not to do so, for example, keeping important medical records or keeping in contact with clients. Where records are in paper form, they will be shredded and where records are electronically or in audio-visual format, they will be digitally deleted.
Where data is retained for other reasons of business planning or statistical analysis, it will be anonymised, for example by aggregation with other data to enable usage in a non-identifiable way.
Sharing your personal information
We may disclose your personal data to our insurers and/or professional advisers insofar as reasonably necessary for the purposes of obtaining or maintaining insurance coverage, managing risks, obtaining professional advice, or the establishment, exercise or defence of legal claims, whether in court proceedings or in an administrative or out-of-court procedure.
We may also share your personal information with statutory bodies, law enforcement agencies, healthcare authorities, and public organisations such as the NHS, to fulfil our legal and regulatory obligations and mandatory legal requests.
From time to time we may need to share your personal data with selected professionals, providers, and partners that help us provide our service to you. These providers will be given access to your personal data only as is critically necessary to provide our service. They will only be provided with any personal data to enable them to provide such services and not for any other purpose.
We maintain GDPR-compliant data processing agreements and ensure that we have adequate safeguards in place with all of our third party providers with whom we share personal data. We only use those service providers and suppliers who undertake to treat your personal information with the same degree of care and consideration that we exercise and we sign data protection agreements with them to ensure this. However, third party providers and suppliers act on their own accord and you will be subject to their terms and conditions and privacy policy.
Cookies
You can set your browser options to reject cookies but in certain cases, this may limit the functionality of the site. Please refer to our Cookie policy.
Your data protection rights
Under data protection law, you have the following rights over your personal information, including:
Your right of access - You have the right to ask us for copies of your personal information and information about our processing of it.
Your right to rectification - You have the right to ask us to amend or correct 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 the right to object to the processing of your personal information in certain circumstances, such as for direct marketing purposes.
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 accessing your personal data or for exercising your rights. However, we may charge a reasonable fee if your request for access is clearly unfounded or excessive. Alternatively, we may refuse to comply with the request in such circumstances. If you make a request, we have one month to respond to you.
Please contact us at
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
Wilmslow
Cheshire
SK9 5AF
Helpline number: 0303 123 1113
ICO website: https://www.ico.org.uk
