We've rebranded! We're now Relationship Works (formerly Relate Avon). Click for more information

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We've rebranded! We're now Relationship Works (formerly Relate Avon). Click for more information ⋆

Privacy and Cookies Policies

At Relationship Works we are committed to protecting your privacy and keeping your personal information safe.

This policy explains what data we collect, how we use it, and your rights under the UK GDPR and Data Protection Act 2018. It applies to all personal information we hold, whether collected through our website, counselling services, fundraising activities, or as part of employment and volunteering.

We want you to feel confident that your information is handled responsibly, securely, and in line with our duty of confidentiality.

  • Relationship Works (formally Relate Avon) is a registered charity (number 1107679) and company limited by guarantee (number 05320576). We are a data controller for the personal information we collect and process.

    Our registered office is:
    Pavilion House, Bishop Road, Bristol BS7 8LX

    Contact for data queries:
    By email: enquiries@relate-avon.org.uk
    By post:  Data Protection Lead, Relate Avon, Pavilion House, Bishop Road, Bristol BS7 8LX

  • The type of personal information we collect depends on your relationship with us. This may include:

    Clients: Name, contact details, date of birth, details relevant to your enquiry or counselling, equality and diversity information (e.g. ethnicity, disability), session notes, safeguarding information, payment details.

    Donors and supporters: Name, contact details, payment information, Gift Aid declarations.

    Job applicants, staff and volunteers: CVs, employment history, references, DBS checks, payroll information, training records.

    Website users: IP address, browser type, location data, cookie data, and information submitted through forms.

    Social media users: username, public profile and the contents of communication. Please remember that social media platforms have their own privacy policies. We do not have control over how these platforms use your data.

    Some of the information collected is recognised by data protection laws as being more sensitive, including mental and physical health, sexual orientation, ethnicity, religious or political opinion, and information about your sex life. We only collect this data where it informs the provision of our service to you, to monitor accessibility, or where you consent.

  • We will only use your data for specific, lawful purposes, including to:

    • Respond to direct enquiries. When someone contacts us we may also need to email a partner or family member to enable them to participate in joint counselling. Any correspondence is strictly limited and never includes details of their situation or marketing.

    • Assess your needs and help provide support.

    • Provide you with information you’ve requested or that we feel might be of interest to you.

    • Deliver counselling and support services you have requested.

    • Contact you about appointments, cancellations, or service updates.

    • Maintain secure and accurate client records.

    • Monitor and improve our services, including equality of access.

    • Process donations and claim Gift Aid.

    • Respond to complaints or safeguarding concerns.

    • Manage our staff, volunteers, and trustees.

    • Meet our legal and regulatory obligations.

  • We process personal information under the following legal bases:

    • Consent — where you give us permission (e.g. to receive marketing).

    • Contract — where processing is necessary to provide you with counselling or services.

    • Legal obligation — to comply with law (e.g. tax, safeguarding).

    • Vital interests — to protect life where there is risk of serious harm.

    • Legitimate interests — for running and improving our services (balanced against your rights).

    • Special category data — processed with your explicit consent, or because it is necessary to provide confidential counselling and support services.

  • We will only use your personal information for the purposes for which it was obtained in the first place. We won’t share it with any third parties and you won’t receive any communications from other organisations.

    However, there are exceptions when we will share information with relevant authorities where we have a legal obligation or if we believe that you (or someone else) is at serious risk of harm. We will explain if this becomes necessary unless we believe that to do so could increase the risk of harm.

  • We only keep your information for as long as necessary. Typical retention periods are:

    • Counselling records: 6 years after your last contact (for young people, 6 years after their 18th birthday).

    • Safeguarding records: up to 15 years, depending on the case.

    • Donations and financial records: 6 years for tax and accounting purposes.

    • Job applications: 6 months if not successful.

    • Employment/volunteer records: in line with employment law and good practice.

    After this, data is securely destroyed.

  • We do not sell or share your data with third parties for marketing. We may share data with:

    • Professional advisors, regulators, or funders (only where strictly necessary).

    • IT providers and secure cloud services who process data on our behalf (all are contractually bound to UK GDPR compliance).

    • Safeguarding or emergency services, where there is a legal or ethical duty.

  • We have both digital and operational safeguards to make sure your data is secure.  Our website uses secure encryption and client records are stored securely in password-protected systems or locked cabinets. Staff receive data protection and confidentiality training and sensitive data is restricted to those people who actually need to access it and are assigned the permission to do so.

  • Under UK GDPR you have the right to:

    • Access the personal data Relationship Works holds about you

    • Ask for corrections to inaccurate data

    • Request deletion (where appropriate)

    • Restrict or object to processing

    • Request transfer of your data (portability)

    • Withdraw consent at any time (where consent is the legal basis)

    To exercise your rights, contact us at: enquiries@relate-avon.org.uk.
    We will not charge you for either considering or complying with a request (unless it is deemed excessive in nature). We will need to verify proof of identity before providing personal information held.

  • If a serious data breach occurs, we will notify the ICO within 72 hours and, if necessary, inform affected individuals.

  • If you have concerns or questions about how we use your data, please contact us. You also have the right to complain directly to the Information Commissioner’s Office (ICO): www.ico.org.uk | 0303 123 1113

  • Cookies are little text files downloaded by and stored on your device (phone, laptop, tablet, etc.) when you visit a website. Cookies are used to help the website owner (in this case, Relationship Works) to provide you with a smooth experience while you browse.

    We uses cookies to:

    • Make our website work

    • Collect anonymous data to gain insight into how visitors use our website

    • Help us show advertisements about our services to those people who might be interested in them

    • Allow you to share content with social networks like Instagram and Facebook.

    Relationship Works does not use cookies to collect any information that could personally identify you. Neither do we use cookies to pass on any personally identifiable information to third parties.