Privacy Policy

This is the Privacy Policy of L&M Consulting Limited. Information is presented in the following sections:

What is the purpose of this privacy notice?
We respect Your privacy and are determined to protect Your personal information. This privacy notice aims to give You information on:

  • How We collect, store and keep Your personal information through Your use of Our Website (located at the domain “landmconsulting.co.uk” and on all sub-domains, folders and sub-folders of this domain) regardless of where You visit it from. This includes any information You may provide through this Website when You; contact Us with a query, register Your interest in any of Our services, book in for any of Our free video calls, or make use of any of Our paid consultancy services.
  • Your privacy rights and how the information protection laws protect You.

You must read this privacy notice together with any other privacy notice We may provide on specific occasions when We are collecting, storing or keeping Your personal information so that You are fully aware of how and why We are using Your information. This privacy notice supplements the other notices and is not intended to override them.

This Website is not intended for children and We do not knowingly collect information relating to children.

Information controller
L&M Consulting Limited (herein referred to as “We”, “Us” or “Our” or similar), registered in England and Wales (Company Number: 08801113), is the controller and responsible for Your personal information. Our contact details are: e-mail: enquiries@landmconsulting.co.uk. Registered office: 12 Orchard Court, Heron Road, Sowton, Exeter, EX2 7LL. For all information matters, please contact Our Information Protection Officer, Caroline Marlow, on caroline@landmconsulting.co.uk.

Third-party links outside of Our control
This Website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share information about You. We do not control these third-party websites and are not responsible for their privacy statements. When You leave Our Website to go to another, We encourage You to read the privacy notice of every Website You visit.

Personal information means any information about an individual from which that person can be identified. You can find out more about personal information from the UK’s Information Commissioners Office.

Depending on how you engage with Our Website and services, We may collect, use, store and transfer different kinds of personal information about You which We have grouped together as follows:

  • Identity Information includes first name, last name, marital status, title, date of birth and gender.
  • Contact Information includes personal information including but not restricted; to Your name, address, phone number, Skype name and email address.
  • Transaction Information includes details about payments to and other details of services You have purchase from Us.
  • Technical Information includes Your IP address, browser type and version, location, operating system and platform, and other technology on the devices that You use to access Our Website.
  • Usage Information includes information of how You use Our Website.

Special Categories of Personal Information
Health Information means personal information regarding Your health or wellbeing.
We aim to collect health information exclusively from prospective and paying clients who want to make use of Our services where the provision of health information is required for the consultation process. However, if the client is under 18 years of age, We will require a parent or legal guardian to provide health information, personal information and make payments on behalf of the client.

We do not collect any other Special Categories of Personal Information about You (this includes details about Your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, and genetic and biometric information). Nor do We collect any information about criminal convictions and offences.

If You fail to provide personal information
Where We need to collect Your personal information by law, or under the terms of a contract We have with You and You fail to provide that information when requested, We may not be able to perform the service contract We have or are trying to enter into with You. In this case, We may have to cancel a service You have with Us but We will notify You if this is the case at the time.

The types of personal information that We will collect, will vary according to the type of activity You take part in on Our Website and Our services that you engage with. Most of the information We process is provided to Us directly by You, but We also collect data from You when You engage with Our Website, and when You use third party links on Our Website. This includes:

a. Contact information

  • When You visit www.landmconsulting.co.uk, We use third-party service, “Google Analytics” and “Google Tag Manager” to help Us understand how people use Our Website. Google Analytics and Google Tag Manager use cookies, which are text files placed on Your computer when You browse Our site. Information that is collected includes Your IP address, browser used and Your general location. Please see Our Cookies Policy for a full description of how these cookies work, what information is collected, and how You can opt out of having cookies placed on Your computer.
  • You will need to provide Your name and Your email address to Us if You choose to submit a question or request to Us via email or using Our Contact form.
  • You will need to provide contact information to Us if You decide to make use of any of Our paid services from this Website. Depending on the service You are buying, some of the information that You will be asked to provide will include Your name, billing address, phone number, Skype name and email address and We also record Your computer’s unique Internet Protocol (IP).
  • When purchasing any of Our services through the Website, You may also provide sensitive and confidential payment information. All payments are processed on the Stripe Website and We do not ask for or store any account number or card details on Our Website. Stripe adheres to the Privacy Shield Principles for Personal Data received from entities in the European Economic Area (the “EEA”), the United Kingdom (“UK”) and Switzerland. You can read Stripe’s Privacy Policy here
  • We may use Skype for video consultations. All Skype-to-Skype voice calls, file transfers and instant messages are encrypted. You will have to provide some personal information to Skype when You register an account. Skype is a product of the Microsoft Company and has certified its compliance with the EU-U.S. Privacy Shield Framework and the Swiss-U.S. Privacy Shield. You can read Skype’s privacy policy here.
  • We may use Zoom for video consultations. All Zoom-to-Zoom voice calls, video calls, file transfers and instant messages are encrypted. You will have to provide some personal information to Zoom when You register an account. Zoom participates in and has certified its compliance with the EU-U.S. Privacy Shield Framework and the Swiss-U.S. Privacy Shield. They are also GDPR compliant. You can read Zoom’s privacy policy here.
  • We may use WhatsApp for video consultations. All WhatsApp voice calls, video calls, file transfers and instant messages are encrypted. You will have to provide some personal information to WhatsApp when You register an account. They are GDPR compliant and You can read Whatsapp’s privacy policy here.
  • The share buttons on this Website e.g. share with Twitter, Facebook also uses cookies. These cookies are usually set when You are logged into the relevant account. Please visit Our Cookies Policy for a description of how these cookies work and how to opt out of them.
  • Other Activities: We may use information for purposes not listed above in the following circumstances: (a) where specifically authorised by You; (b) where the use is related to one of the primary purposes listed above and where it could reasonably be expected; (c) where it is necessary for Us to comply with the law or the lawful direction of a governmental authority or court; or (d) where it is in the interests of public health and safety as set out in the UK’s Information Protection Act 2018.

b. Health information
For some of our Support Services (e.g,. Our 1-2-1 Injury and Pain Psychology Support), We may be required to collect health information from You or generate health information about You, if We provide services to You in the form of: a paid for consultation and customised recommendations/support programme, when assessing Your suitability for Our consultation support, or answering a “quick question”.

Your health information will be collected by Our Consultant within Your face-to-face or video call consultation. This will obtain a relevant medical history and other information required to understand Your current health and wellbeing and to recommend a support plan. Such information may take the form of:

  • Personal details such as Your name and age.
  • Information about Your current health service providers, which may include general medical practitioner, physiotherapist, mental health professional, pain consultation, etc.
  • Information about current or past mental health or physical symptoms, injuries, diseases or conditions.
  • Information about past and upcoming operations, mental health intervention or physical treatments /programmes that You are receiving or have received.
  • Information about medications which You are taking or have taken.
  • Information about accidents, incidents or circumstances which caused or may have caused reduced mental or physical wellbeing, injury or discomfort.
  • Information about mental health assessments, e.g., for depression, anxiety, PTSD, or medical investigations e.g., x-rays, MRI, ultrasound, blood tests, etc.
  • Information about Your current health, wellbeing and lifestyle behaviours.
  • Our opinion of Your injury, pain or wellbeing-related concern.
  • Our recommendations for support programme.
We will only use Your personal information when the law allows Us to. Most commonly, We will use Your personal information in the following circumstances:

  • Performance of Contract this means processing Your information where it is necessary for the performance of a contract between You and Us or to take steps at Your request before entering into such a contract.
  • Legitimate Interest this means the interest of Our business in conducting and managing Our business to enable Us to give You the best service/product and the most secure experience. We make sure We consider and balance any potential impact on You (both positive and negative) and Your rights before We process Your personal information for Our legitimate interests. We do not use Your personal information for activities where Our interests are overridden by the impact on You (unless We have Your consent or are otherwise required or permitted to by law). You can obtain further information about how We assess Our legitimate interests against any potential impact on You in respect of specific activities by contacting Us.
  • Comply with a legal or regulatory obligation this means processing Your personal information where it is necessary for compliance with a legal or regulatory obligation that We are subject to.

a. Contact Information
We may use Your contact information for the following purposes:

  • We use Your IP address and demographic information, that We collect with the help of cookies, to generate a holistic but anonymous picture of Our user base and usage patterns. This information allows Us to analyse trends and demographics and helps Us to improve on the content and services provided.
  • We will use Your contact information to respond to any query or request that You have contacted Us with.
  • If You: register interest in receiving any of Our consultancy services, or subscribe to receive Our newsletter, new blog post alerts, or a feed via a social networking service, We will use Your contact information to send that information to You. The information may contain direct marketing material which contains special promotions and special offers.
  • We have the right to display any comment You submit on the Website (blog comments and testimonials), along with Your first name and initial letter of your second name. We will seek your written permission prior to displaying any further personal information: We will not publish Your email address.
  • If You register to use any of Our paid-for consultancy services, or for Us to assess Your suitability for Our consultation support, We will use Your contact information to deliver those services to You.

b. Health information
We may use or disclose Your health information for the following purposes:

  • We will use Your health information to enable Us to answer Your “quick questions” and to understand Your situation, recommend a support programme and/or to provide You with further information about other support options.
  • We will use Your health information anonymously to allow Us to manage Our business, for example through planning, or evaluating and assessing the cost-effectiveness of a particular treatment or service.
  • We will use Your health information anonymously to perform audit activities, where We evaluate and seek to improve the delivery of a particular support method or service.
  • We will use Your health information to comply with accreditation activities, and the requirements of professional and industry bodies e.g. the British Psychological Society and the UK’s Health and Care Professions Council.
  • We will use Your health information to respond to complaints made by You.
  • We will use Your health information to co-operate with Our liability insurers (e.g. by disclosing details to a medical expert, insurer, defence organisation or legal advisor) in the event that We become aware of a potential or actual claim against Us by You.
  • We will use Your health information to obtain advice and legal services in relation to the defence of potential or actual legal proceedings.

c. Personal information
We may use personal information (both contact information and health information) for the following purposes:

  • Should something happen to You during Your video call or face-to-face consultation sessions with one of Our consultants that means that You require immediate help or assistance and You are unable to access it Yourself, the consultant will use the emergency contact details that You’ve provided to alert Your emergency contact that You require help.
  • We will use transaction data to process payments, and co-ordinate refunds.
  • Online businesses occasionally suffer from the fraudulent activities of some shoppers. We have the right to use the personal information that We collect to verify Your identity. The checks will usually be done only if there is a reason to suspect fraud.
  • We may use Your personal information to recover debts owing to Us.
  • If We are involved in a reorganisation, merger, acquisition or sale of Our assets, Your information may be transferred as part of that deal. We will notify You (for example, via a message to the email address associated with Your account) of any such deal and outline Your choices in that event.
  • We may also disclose Your personal information where required or necessary under the provisions of the Data Protection Act 2018 (e.g. where disclosure is required by law or is necessary for legal proceedings).

Cookies
You can set Your browser to refuse all or some browser cookies, or to alert You when websites set or access cookies. If You disable or refuse cookies, please note that some parts of this Website may become inaccessible or not function properly. For more information about the cookies We use, please see Our Cookies Policy.

Change of purpose
We will only use Your personal information for the purposes for which We collected it, unless We reasonably consider that We need to use it for another reason and that reason is compatible with the original purpose. If You wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact Us.

If We need to use Your personal information for an unrelated purpose, We will notify You and We will explain the legal basis which allows Us to do so.

Please note that We may process Your personal information without Your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.

We may have to share Your personal information with the parties set out below for the purposes set out in clause 4 above.

  • With Your consent, We may share Your information with third parties identified by You, or with Our partner companies so that they may offer You their services (please see the ‘Confidentiality’ section of the Informed Consent Form for Your service). However, We would normally pass on the details of Our partner companies in order for You to contact them directly.
  • Third party companies and individuals (including Google and Stripe) are engaged from time to time to perform specific business services for Us. These services include the processing of payments, trend analysis, marketing and promotions. We may need to provide some of Your details to these services providers (or require You to provide Your details directly to them) in order for them to perform their functions. We will only do so where it is strictly necessary for them to perform these functions.
  • We will pass on information relating to suspected fraudulent activity to appropriate authorities including the police, banks and credit card issuers, or otherwise if required to do so by law.
  • We require all third parties to respect the security of Your personal information and to treat it in accordance with the law. We do not allow Our third-party service providers to use Your personal information for their own purposes and only permit them to process Your personal information for specified purposes and in accordance with Our instructions.

How We will NOT use Your personal information
Except as set out in Clauses 3, 4 and 5 above, We will not disclose Your personal information to other persons or entities. In particular:

  • We will not give, lend, rent or sell Your personal information to third party telemarketing, market research organisation or email list-building organisations that might on-sell it to other people or organisations.
  • We will not use or disclose Your health information except in accordance with Your directions, or in situations where We are required to do so by law or We have serious concerns in relation to You being of risk to self, to Us, or to others.
We may share Your personal information with L&M Consulting Limited Associates who are based outside of the UK. This will involve transferring Your information outside the UK.
Many of Our External third parties are based outside the UK so their processing and storing of information will involve transferring Your information outside the UK. This includes (amongst other things): Our right to host the Website on servers located outside the United Kingdom; Our right to conduct usage analysis; and Our right to process payments.

  • • We host Our Website with WordPress.org. WordPress is GDPR compliant and You can find their privacy policy here.
  • We use Acuity Scheduling to take online bookings on Our Website. Acuity Scheduling is located in the USA and We have an EU Information Transfer Agreement with them. We delete all health information from their system within 24 hours of Your submission. We only keep Your name and email address and booking reference on their system for the 2 year period required by law. You can read their privacy policy here.
  • In addition, personal information that You submit in the form of, or relating to, comments or testimonials will be published on the Internet and will be accessible in any location around the world in which there is Internet access.

Whenever We transfer Your personal information out of the UK, We ensure a similar degree of protection is afforded to it by implementing safeguards. You consent to the transmission of information for these purposes in accordance with the Information Protection Act 2018.

Information Security:

  • We have put in place appropriate security measures to prevent Your personal information from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, We limit access to Your personal information to those employees, agents, contractors and other third parties who have a business need to know. They will only process Your personal information on Our instructions and they are subject to a duty of confidentiality.
  • We have put in place procedures to deal with any suspected personal information breach and will notify You and any applicable regulator of a breach where We are legally required to do so.

Information Retention:

  • We will only keep Your personal information for as long as necessary to fulfil the purposes We collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.
  • To determine the appropriate retention period for personal information, We consider: the amount, nature, and sensitivity of the personal information; the potential risk of harm from unauthorised use or disclosure of Your personal information; the purposes for which We process Your personal information and whether We can achieve those purposes through other means; and the applicable legal requirements.
  • By law We have to keep basic information about Our clients (including contact, identity, financial and transaction information) for six years after they cease being clients for tax purposes.
  • In some circumstances You can ask Us to delete Your information: see Your legal rights below for further information.

Contact information

  • General enquiry: If You have contacted Us via email, Our Contact form, or a video call booking as part of a general inquiry or to assess Your suitability for our services, Your email address and correspondence will be stored in Our password-protected email account (currently Webmail) and Website Contact Form. If You decide not to make use of any of Our paid for services, We delete the email six weeks after the last contact made between You or Us and do not store any of it for longer than is needed to comply with Your request.
  • Your request for future information: If You have asked Us to contact You with information in the future, We may store Your contact details on Our password protected computers and separate hard drives (including back up) kept at Our working office. This information will be deleted six weeks after Our last contact, unless the request for future information remains ongoing in which case We will delete it within one month of receiving a removal request from You.
  • Paid consultancy service:
  •  •  If You have used Our paid for services, We will store Your contact details on Our password protected computers and separate hard drives (including back up) kept at Our working office. This information will be deleted after six years.
     •  If We are to contact You via video or phone call whilst discussing or conducting Our paid for services with You, We may store Your contact details on Our password–protected, Smart devices using an unidentifiable name. This information will be deleted six weeks after Our last contact with You.

Health Information

  • General email enquiry: If You submit health information via email, Our Contact form, or a video call booking as part of a general inquiry or to assess Your suitability for our services and You decide not to make use of any of Our paid for services, We delete the email and health information within six weeks of the last contact made between You or Us and do not store any of it for longer than is needed to comply with their request.
  • Paid consultancy service:
  •  •  Booking Form: Health information that You submit to Us during the consultation booking process will also be stored in Acuity Scheduling for up to a maximum of 2 years after Your last appointment was scheduled using their software. Acuity Scheduling is GDPR compliant.
     •  Paid consultancy session notes: Any written notes and audio recordings of sessions are coded with an unidentifiable name. Audio-recordings are kept on a password protected computer (any audio recordings made on an external recording device will be transferred to a password protected computer within the working day and immediately deleted). All written notes and audio recordings are deleted 7 days after We have sent You the completed post-session report.
     •  Post-session reports: We store all Our files and post-session reports containing Your personal and health information on Our password protected computers and separate hard drives (including back up) kept at Our working office. Your personal and health formation is kept by Us for six years, or for clients who are children, until You reach the age of 21.
     •  Emails: All health information that You submit to Us via email as part of any of Our paid consultancy services, is copied to and stored securely within Our files within 7 days or on completion of Your next post-session report, whichever is sooner. All emails containing health information are deleted once the information is copied.

You are responsible for the security of and access to Your computer. There are particular risks when You use Your computer for online shopping and consultation in a public place.
If You have registered Your interest in one of Our services in the past, but have now changed Your mind, please contact Us via Our website Contact Form or Our e-mail: enquiries@landmconsulting.co.uk. There is no charge associated with being removed from Our mailing or communications list.
Unless subject to an exemption under the information protection laws, You have the following rights with respect to Your personal information:

  • The right to request a copy of the personal information which We hold about You.
  • The right to request that We correct any personal information if it is found to be inaccurate or out of date.
  • The right to request Your personal information is erased where it is no longer necessary to retain such information;
  • The right to withdraw Your consent to the processing at any time, where consent was the lawful basis for processing Your information.
  • The right to request that We provide You with Your personal information and where possible, to transmit that information directly to another information controller, (known as the right to information portability), where applicable (i.e. where Our processing is based on consent or is necessary for the performance of Our contract with You or where We process Your information by automated means).
  • The right, where there is a dispute in relation to the accuracy or processing of Your personal information, to request a restriction is placed on further processing.
  • The right to object to Our processing of personal information, where applicable i.e. where processing is based on Our legitimate interests (or in performance of a task in the public interest/exercise of official authority); direct marketing or processing for the purposes of scientific/historical research and statistics).

If You wish to exercise any of the rights set out above, please contact Caroline Marlow, via email caroline@landmconsulting.co.uk. You will not have to pay a fee to access Your personal information (or to exercise any of the other rights). However, We may charge a reasonable admin fee if Your request is clearly unfounded, repetitive or excessive. Alternatively, We may refuse to comply with Your request in these circumstances.

What We may need from You
We may need to request specific information from You to help Us confirm Your identity and ensure Your right to access Your personal information (or to exercise any of Your other rights). This is a security measure to ensure that personal information is not disclosed to any person who has no right to receive it. We may also contact You to ask You for further information in relation to Your request to speed up Our response.

Time limit to respond
We try to respond to all legitimate requests within one month. Occasionally it may take Us longer than a month if Your request is particularly complex or You have made a number of requests. In this case, We will notify You and keep You updated.

We may update this privacy policy at any time by posting a new version on this Website. This version was last updated on 24th January 2022. Historic versions can be obtained by contacting Us.

Please keep us informed if Your personal information changes during Your relationship with Us. It is important that the personal information We hold about You is accurate and current.

To exercise all relevant rights, queries or complaints in relation to this policy or any other information protection matter between You and Us, please in the first instance contact Our Information Protection Representative, Caroline Marlow, email: caroline@landmconsulting.co.uk.

If this does not resolve Your complaint to Your satisfaction, You have the right to lodge a complaint with the UK’s Information Commissioners Office. on 03031231113 or via their email or at the Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF, England, UK.