Privacy Policy

This policy was last updated on 1st May 2026.

This is the privacy notice of Silent Stories Ltd. In this document, “we”, “our” and “us” refer to Silent Stories Ltd.

Introduction:

This notice explains how we collect, use, store and protect personal information through our website and services. It applies to information that identifies you (“personal data”) and, where relevant, sensitive personal data relating to children and families. Silent Stories Ltd is the data controller responsible for your personal data.

In this notice, “process” means collect, store, use, share or otherwise handle information.

We are committed to protecting your privacy and confidentiality, particularly given the sensitive nature of the services we provide. We recognise that visitors to our website, and those who engage with our services, have the right to understand how their data is used and safeguarded.

We will always process personal data lawfully, fairly and transparently, and only for specified purposes. We do not sell your personal data.

This policy is written in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

The basis on which we process information about you:

The law requires us to identify the lawful basis for processing your personal data. We may also process personal data where it is necessary for our legitimate interests, provided these are not overridden by your rights and interests. This may include maintaining records, improving services, and ensuring the effective delivery of therapy. Depending on the context, we rely on one or more of the following -

1. Information we process because we have a contractual obligation with you:

Where you engage with our services, a contract will be formed between you and us.

We process personal data in order to:

verify your identity;
provide therapeutic services;
communicate with you regarding appointments and services;
maintain appropriate records in line with professional obligations.

This processing is necessary to fulfil our contractual obligations or to take steps at your request prior to entering into a contract.

We will retain this information for as long as necessary to fulfil our obligations and in accordance with professional and legal requirements.

2. Information we process with your consent:

Where there is no contractual relationship, we may rely on your consent to process personal data.

This includes when:

you submit a contact or referral form;
you request information about our services;
you consent to the use of cookies.

Where we collect special category data (such as information relating to a child’s emotional wellbeing or health), we will always seek explicit consent.

For referrals relating to children under 16:

consent must be provided by a parent or person with parental responsibility;
you will be asked to confirm this when submitting information.

You may withdraw your consent at any time by contacting us. Please note this may affect our ability to provide services.

We do not share your personal data with third parties for marketing purposes.

3. Information we process because we have a legal obligation:

We may process personal data where required to comply with legal or regulatory obligations.

This may include:

responding to lawful requests from authorities;
safeguarding responsibilities;
legal or insurance requirements.

4. Specific uses of information you provide to us:

Personal data submitted via our website or forms will be used only for the purposes stated at the point of collection.

This may include:

responding to enquiries;
assessing suitability for therapeutic services;
communicating with you;
maintaining appropriate clinical or administrative records;
improving our services and website functionality.

We may use anonymised or aggregated data for service evaluation or improvement. Individuals will not be identifiable from this data.

We will not use your information for direct marketing without your explicit consent.

Information we collect about you -

We may collect:

contact details (name, email, phone number);
basic child information (e.g. name, date of birth, general concerns);
information you provide in forms or communications;
technical data (e.g. IP address, browser type).

We use this information to:

provide services;
respond to enquiries;
improve our website and services;
maintain security.

Information we receive from other sources:

We may receive information from professionals (e.g. schools or other services) where appropriate and with consent.

We will only use such information for the purposes outlined in this policy.

Accessing and Updating Your Personal Information:

We aim to ensure that the personal information we hold about you is accurate and kept up to date. You can ask us to correct, restrict, or delete any information you believe is inaccurate by contacting us. You also have the right to request a copy of the personal information we hold about you. To make such a request, please contact us at hello@silentstories.co.uk. Written requests will be responded to within one month, in line with UK GDPR. In some circumstances, information may be summarised, redacted, or withheld where full disclosure may not be appropriate, for example, where it may impact the well-being of the child or involve information.

5. Complaints regarding content on our website:

If you complain about content on our website, we will investigate and take appropriate action where necessary.

6. Complaining:

If you have a complaint about how we handle your data, please contact us.

You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) if you believe that your data has been handled unlawfully - https://ico.org.uk/concerns/

7. Contacting us via our website:

When you contact us, we collect and store the information you provide in order to respond to your enquiry.

We may keep a record of communications to ensure continuity of service and for administrative purposes.

8. Cookies:

We use cookies to improve your experience and understand how our website is used.

Where required, we will obtain your consent before placing non-essential cookies.

You can control cookies through your browser settings.

9. Personal identifiers from your browsing activity:

We may collect technical data such as IP address, device type and browsing behaviour.

This data is used in an aggregated and anonymised way to analyse website performance and improve user experience.

10. Our use of re-marketing:

We may use cookies for remarketing purposes where you have provided consent.

You can opt out of this at any time via your browser or cookie settings.

11. Our use of Call Tracking:

We may use call tracking technology to understand how users engage with our services and to improve support.

Where calls are recorded, you will be informed at the point of contact.

Processing is based on our legitimate interests and, where required, your consent.

12. Access to your personal information:

You have the right to request access to the personal data we hold about you.

13. Removal of your information:

You may request that we delete your personal data, subject to any legal or professional obligations to retain it.

14. Verification of your information:

We may verify your identity before processing requests relating to your personal data.

15. Security of your data:

We take appropriate technical and organisational measures to protect your data, including:

secure storage systems;
restricted access;
encryption (SSL) where applicable.

16. Retention period for personal data:

We retain personal data only for as long as necessary:

to provide services;
to comply with legal and professional obligations;
to support safeguarding, insurance or legal requirements.

In the case of therapeutic records relating to children, records are typically retained for 7 years after the end of therapy or until the child reaches the age of 21, whichever is longer.

We recognise that some individuals may initially contact Silent Stories via text message or voicemail. Please be aware that these communication methods are not considered secure for sharing personal or sensitive information. Any personal data received in this way (such as names, contact details, or brief enquiry information) will be used solely to respond to your enquiry and direct you to our secure contact methods. Such data will be retained only for as long as necessary to process your enquiry and will then be securely deleted. We ask that detailed or sensitive information be shared only via our secure contact form or agreed confidential channels.

17. Recording:

Some therapeutic approaches may involve the use of photographic recording. This will only take place with the explicit consent of the parent/carer and, where appropriate, the child or young person. Consent for recording is optional and can be withdrawn at any time without affecting the provision of therapy. Where consent is given, recordings may be used for purposes such as clinical reflection and professional supervision, and to support the quality of therapeutic practice. Recordings will focus on the play process, and all images will be pseudonymised for supervision purposes and anonymised where used for training. The intention is to minimise the recording of identifiable individuals wherever possible. All recordings will be stored securely in accordance with UK GDPR.

18. Information Provided to Us by You:

When you contact Silent Stories, you may choose to share personal or sensitive information, including information relating to children or young people.

While we take appropriate steps to protect the information we receive, it is important to be aware that:

Standard email, website forms, text messages, and social media messaging are not always fully secure methods of communication.

We encourage you to limit the amount of sensitive or detailed personal information shared through these channels, particularly at the initial enquiry stage. Any personal data you choose to provide will be processed in line with this Privacy Policy and only for the purposes of responding to your enquiry, assessing suitability for services, or providing therapeutic support. Where particularly sensitive or detailed information is required, we will guide you to share this through appropriate and agreed channels.

Silent Stories cannot be responsible for the security of information transmitted to us via third-party platforms outside of our control (such as email providers, messaging apps, or social media platforms), although we will always handle any information received in accordance with our data protection obligations.

By contacting us and providing personal information, you acknowledge that you understand how your information will be used and processed as outlined in this policy.

19. Compliance with the law:

This policy complies with UK data protection legislation, including UK GDPR and the Data Protection Act 2018.

20. Review of this privacy policy:

We may update this policy from time to time. The version published on our website is the current version.

If you have any questions, please contact us.

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