Legal

Privacy Policy

How we collect, use and protect your personal information.

Charlton Kings Physio Ltd customer privacy notice. This privacy notice tells you what to expect us to do with your personal information.

Contact details
What information we collect, use, and why
Lawful bases and data protection rights
Where we get personal information from
How long we keep information
Who we share information with
How to complain

Contact details

Post
Charlton Kings Physio, Consulting Room 2, Badham Pharmacy
256 London Road
Charlton Kings, Cheltenham
GL52 6HS

Telephone
01242 906191

Email
hello@charltonkingsphysio.co.uk

What information we collect, use, and why

We collect or use the following information to provide patient care, services, pharmaceutical products and other goods:

Name, address and contact details
Gender
Pronoun preferences
Date of birth
Emergency contact details
Photographs
Health information (including medical conditions, allergies, medical requirements and medical history)
Information about care needs (including disabilities, home conditions, medication and dietary requirements and general care provisions)
Test results (including psychological evaluations, scans, bloods, x-rays, tissue tests and genetic tests)
Payment details (including card or bank information for transfers and direct debits)
Insurance policy details
Records of meetings and decisions
Call recordings

We also collect the following information to provide patient care, services, pharmaceutical products and other goods:

Health information

We collect or use the following personal information for information updates, marketing or market research purposes:

Names and contact details
Address
Marketing preferences
Website and app user journey information
IP addresses
Personal information used for administration of the research
Personal information used for medical investigations
Records of consent, where appropriate

We also collect the following information for information updates, marketing or market research purposes:

Health information

Our website uses cookie-free visitor statistics, which count page visits without identifying you. See our Cookie Policy for details.

Lawful bases and data protection rights

Under UK data protection law, we must have a "lawful basis" for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO's website.

Which lawful basis we rely on may affect your data protection rights which are in brief set out below. You can find out more about your data protection rights and the exemptions which may apply on the ICO's website:

Your right of access – You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. You can read more about this right here.
Your right to rectification – You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. You can read more about this right here.
Your right to erasure – You have the right to ask us to delete your personal information. You can read more about this right here.
Your right to restriction of processing – You have the right to ask us to limit how we can use your personal information. You can read more about this right here.
Your right to object to processing – You have the right to object to the processing of your personal data. You can read more about this right here.
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. You can read more about this right here.
Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. You can read more about this right here.

If you make a request, we must respond to you without undue delay and in any event within one month.

To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.

Our lawful bases for the collection and use of your data

Our lawful bases for collecting or using personal information to provide patient care, services, pharmaceutical products and other goods are:

Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
Legitimate interest – The legitimate interests we have identified that allow us to process your standard personal information are:
- To enable us to record who you are when booking appointments.
- To ensure we can email you with basic information about your appointments.
- To manage our personal relationship with you regarding invoices and insurer authorisation codes.
- To communicate with you if we need to cancel or rearrange appointments.

Our lawful bases for collecting or using personal information for information updates, marketing or market research purposes are:

Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

Where we get personal information from

Directly from you.

How long we keep information

As we are processing your personal data for the provision of healthcare services using a lawful basis of Legal Obligation, we have a legal obligation to retain this data.

Normally we will process or store your personal information for eight (8) years for adults and until their 25th or 26th birthday if a child, but this can increase if there are specific circumstances. If you have any queries about how long we are processing your data for, please contact us.

We have a joint controller relationship with Patient Billing Ltd. We process your personal information with that joint controller for the following reason: Patient Billing process and collect payment for privately insured patients.

Others we share personal information with

Other health providers (eg GPs and consultants)
Insurance companies, brokers and other intermediaries
Relevant regulatory authorities
Debt collection agencies

Duty of confidentiality

We are subject to a common law duty of confidentiality. However, there are circumstances where we will share relevant health and care information. These are where:

you've provided us with your consent (we have taken it as implied to provide you with care, or you have given it explicitly for other uses);
we have a legal requirement (including court orders) to collect, share or use the data;
on a case-by-case basis, the public interest to collect, share and use the data overrides the public interest served by protecting the duty of confidentiality (for example sharing information with the police to support the detection or prevention of serious crime);
if in England or Wales – the requirements of The Health Service (Control of Patient Information) Regulations 2002 are satisfied; or
if in Scotland – we have the authority to share provided by the Chief Medical Officer for Scotland, the Chief Executive of NHS Scotland, the Public Benefit and Privacy Panel for Health and Social Care or other similar governance and scrutiny process.

How to complain

If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.

If you remain unhappy with how we've used your data after raising a complaint with us, you can also complain to the ICO. The ICO registration number for Charlton Kings Physio Ltd is ZC251453.

The ICO's address:
Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline number: 0303 123 1113
Website: https://www.ico.org.uk/make-a-complaint

Last updated: 5 October 2026