The Gentle Latch - Privacy Policy

The Gentle Latch is committed to safeguarding your privacy and handling personal information responsibly. This Privacy Policy explains how we collect, use, store and share personal data when you visit our website, contact us or use our services.

1. Information We Collect

We collect information to allow us to provide safe, effective and compliant care.

a) Information You Provide Directly

We may collect personal and sensitive information when you:

Book an appointment
Complete online forms
Attend a consultation
Communicate with us via email, phone, social media or written correspondence

This information may include:

Parent or guardian’s name and contact details
Baby’s name and date of birth
Relevant medical, feeding, and health history
GP details and NHS number (where applicable)
Appointment notes, assessments and treatment records
Payment and transaction details

b) Information Collected Automatically

When you use our website, we may automatically collect:

IP address and browser type
Device and operating system information
Pages viewed and time spent on our site
Cookie and usage data (see Section 8)

2. How We Use Your Information

We use your information to:

Arrange, deliver and manage appointments
Assess, treat and review tongue-tie and feeding concerns
Provide the correct support and follow up care you need
Maintain accurate clinical and administrative records
Respond to enquiries effectively
Improve our services, training and website performance
Monitor service quality and outcomes
Meet legal, regulatory and professional obligations

We may use anonymised data for internal audits, service evaluation, education or research purposes aimed at improving standards of care. No identifiable information will be used without your explicit consent.

Your information may also be used where necessary in relation to complaints, claims or legal proceedings.

3. Processing your Data

We process personal data under the UK GDPR on the following lawful bases:

Consent – where required, such as for marketing or optional photographs
Contract – to provide services you have requested
Legal obligation – to comply with healthcare, insurance and record-keeping laws
Legitimate interests – to operate, improve and protect our services
Vital interests – where processing is necessary to protect patient safety

By accessing our services, you acknowledge and consent to the processing of relevant medical and sensitive data necessary for your baby’s care.

4. Videos, Photographs and Media Consent

With your permission, we may take photographs for:

Clinical documentation (pre and post-procedure)
Training and professional education
Marketing or informational materials

Consent for photography is optional and can be withdrawn at any time. A written consent form will be asked to be completed. Refusal does not affect the treatment your baby receives.

5. Sharing Your Information

We only share personal information where necessary and appropriate, including:

With other healthcare professionals involved in your baby’s care (e.g. GP, health visitor)
With trusted service providers (e.g., booking systems, payment processors, website hosting)
With regulatory or professional bodies where required for safety or compliance
With indemnity insurers or legal advisers in the event of a complaint or claim
With financial institutions, accountants or HMRC for lawful financial reporting

We do not sell or rent your personal data.

You will receive written documentation of your baby’s treatment. It is your responsibility to share this with your GP if required.

6. Data Retention and Security

We retain personal data only for as long as necessary.

Typical retention periods include:

Client and transaction records: up to 6 years after services conclude
Children’s medical records: up to 25 years or until the child reaches age 28 (whichever is later), in line with professional and insurance guidance

Data may be retained longer where required for patient safety, legal claims or regulatory reasons. When no longer required, data is securely deleted or destroyed.

We use appropriate technical and organisational measures to protect personal information, including:

Secure and encrypted systems
Password-protected devices
Restricted access to sensitive data
Staff training on confidentiality and data protection
Secure backups and system monitoring

If a personal data breach occurs, we will take immediate steps to mitigate risk and notify affected individuals and the Information Commissioner’s Office (ICO) where legally required.

7. Cookies and Website Tracking

Our website uses cookies to:

Ensure proper website functionality
Analyse traffic and usage patterns
Improve user experience

We may use third-party analytics tools such as Google Analytics. Cookies may include:

Essential/functional cookies
Analytical cookies
Preference cookies

You can manage cookie preferences through your browser settings. Non-essential cookies are only used with your consent.

8. Your Rights

Under data protection law, you have the right to:

Access your personal data
Request correction of inaccurate information
Request deletion of data (subject to legal requirements)
Withdraw consent where applicable
Object to certain types of processing
Request data portability

Requests can be made by contacting thegentlelatch@outlook.com

9. Third-Party Websites

Our website may contain links to external websites. We are not responsible for their content or privacy practices.

10. Complaints

If you are unhappy with how we handle your personal data, please contact us directly. You also have the right to complain to the UK data protection authority:

Information Commissioner’s Office (ICO)
Wycliffe House, Water Lane
Wilmslow, SK9 5AF
Telephone: 0303 123 1113
Website: www.ico.org.uk

11. Changes to This Policy

We may update this Privacy Policy from time to time. Any changes will be published on this page with an updated effective date.

12. Contact Details

For any questions about this Privacy Policy or how your data is handled, please contact:

The Gentle Latch

thegentlelatch@outlook.com

07731063765