Privacy Policy

 Last updated 24/09/2026

Welcome to Pride in Health Ltd.'s (“Pride in Health”, “we”, “us”, “our”) privacy policy.

We take your privacy very seriously. Please read this privacy policy carefully as it contains important information about who we are and how and why we collect, store, use and share your personal data. It also explains your rights in relation to your personal data and how to contact us or supervisory authorities in the event you have a complaint.

Pride In Health is a specialised provider of tele-healthcare services tailored for the transgender, non-binary and intersex community (‘the Services'). We are a company incorporated in Scotland, with registration number SC802609. Our registered office is located at Suite 2/3, 48 West George Street, Glasgow, G2 1BP.

Pride In Health is the data controller and is responsible for certain personal data about you that we collect and use when you access or use our Services, website or client portal.

If you have any questions about this policy or about how we handle your data, please contact our data privacy team as follows:

Email: data@prideinhealth.co.uk

You have the right to complain to Pride In Health about how we have used, shared, stored, accessed or otherwise handled your personal data. We ask that you contact us first so we have the opportunity to review and respond to your concern.

You can contact us about privacy, data protection, information rights or data protection complaints by emailing data@prideinhealth.co.uk or by using the Pride In Health complaints form and selecting Privacy/data protection.

You also have the right to complain to the Information Commissioner’s Office (ICO), the UK regulator for data protection matters. If you remain unhappy after our response, or if you are concerned about how your personal data has been handled, you can contact the ICO.

It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.

Where we make significant changes to how we collect, use, share or retain personal data, we will update this Privacy Policy and provide additional notice where required by law.

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 data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy policy of every website you visit.

If you use any third party apps, websites or services to access our services, your usage is subject to the relevant third party's terms and conditions, cookies policy, and privacy policy. For example, if you interact with us on social media, your use is subject to the terms and conditions and privacy policies of the relevant social media platform (Facebook, Instagram etc.).

Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).

We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows:

• Identity Data: includes name, date of birth, gender, digital or physical signatures, and information used to verify your identity and age.
• Contact Data: includes email address, telephone number, home address.
• Transaction Data: includes details of payments, refunds, payment status and payment-related transactions, including where another person makes a payment on your behalf. Pride In Health does not store full payment card details.
• Marketing Data: includes your preferences in receiving marketing communications from us, including your opt-in or opt-out preferences.
• Health Information: Medical history, current health conditions, treatment records, diagnostic results, prescriptions.
• Appointment and safety information: Where appropriate, we may ask you to confirm information such as your identity or current location during a remote consultation. This may be necessary for confidentiality, safety or safeguarding purposes.
• Profile Data: includes your account and profile information, feedback, survey responses and contact history. Clinical information is treated separately as Health Information or Clinical Record and Documentation Data, and payment-related information is treated as Transaction Data.
• Usage Data: information about how you use our website, IT, communication and other systems.
• Technical Data: includes your computer's Internet Protocol (IP) address, your browser type and version, the pages you visit, the time and date of your visit, the time spent on each page, the device type, operating system, unique device identifiers, device settings, and geo-location data.
• Clinical Record and Documentation Data: includes consultation notes, clinical letters and reports, referrals, care plans, correspondence, test and prescribing records and other documentation created as part of providing, reviewing or recording your care.
• Transcription Data: where approved automated transcription is used, this may include consultation audio processed for transcription, generated transcripts and related draft documentation. This information may contain Health Information and other Special Categories of Personal Data.

• Technical Data: includes your computer's Internet Protocol (IP) address, your browser type and version, the pages you visit, the time and date of your visit, the time spent on each page, the device type, operating system, unique device identifiers, device settings, and geo-location data.
• Usage Data: information about how you use our website, IT, communication and other systems

We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data could be derived from your personal data but is not considered personal data in law as this data will not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy policy.

We may need to collect Special Categories of Personal Data about you (this includes details about your sex life, sexual orientation, information about your health, and genetic and biometric data). Where we collect this information we will do so in compliance with the requirements of applicable data protection
legislation.

Where we need to collect personal data by law, or under the terms of a contract we have with you, and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with our Services). Where we need personal data to provide or administer a service, support safe care or meet a legal or regulatory requirement, and you do not provide the information when reasonably required, we may be unable to provide or continue the relevant part of the service. Where this applies, we will explain this to you where appropriate.

We use different methods to collect data from and about you including through:

• Direct interactions.You may give us your personal data by filling in forms or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you:
  • verify your identity or age
  • attend or take part in a remote consultation
  • provide blood test results, clinical documents or other information relevant to your care.
  • apply for our Services;
  • create an account on our website;
  • subscribe to our publications;
  • request marketing to be sent to you;
  • enter a competition, promotion or survey; or
  • give us feedback or contact us.
• Approved clinical and administrative systems. Personal data may be entered into, received through or generated within systems approved by Pride In Health for the relevant purpose, including our clinical record and client management system, Carebit.
• Automated technologies or interactions. As you interact with our website, we will automatically collect Technical Data about your equipment,
  browsing actions and patterns. We collect this personal data by using cookies, server logs and other similar technologies. We may also receive Technical Data about you if you visit other websites employing our cookies.

Please see our cookie policy https://prideinhealth.co.uk/cookie-policy for further details.

Third parties. 

We will receive personal data about you from various third parties such as:

• analytics providers such as Google;
• providers of technical, payment and delivery services such as Stripe or Klarna.
• healthcare providers and services involved in your care, such as GP practices, NHS services, laboratories and pathology providers, pharmacies, and other healthcare professionals or providers where they provide information to Pride In Health.
  
  

We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:

• Where we need to perform the contract we are about to enter into or have entered into with you.
• Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests.
• Where we need to comply with a legal obligation.
• In limited circumstances where you have given your consent.
• The processing is necessary to protect someone's life in their vital interests.
• Where another lawful basis applies to the particular processing activity.

Consent to healthcare and consent or agreement to share confidential information are not necessarily the same as consent relied upon as a lawful basis under UK data protection law. Where another lawful basis is more appropriate for the processing concerned, Pride In Health will not rely on UK GDPR consent simply because you have agreed to care or to appropriate information sharing.

Where we process Health Information or other Special Categories of Personal Data, we will also identify and rely on an appropriate condition under data protection law. For healthcare provided through Pride In Health, this may include processing that is necessary for the provision of health care or treatment under Article 9(2)(h) of the UK GDPR and the relevant provisions of the Data Protection Act 2018. Other Article 9 conditions may apply depending on the circumstances, including where processing is necessary to protect vital interests, meet an applicable substantial public interest condition, establish or defend legal claims, or where explicit consent is the appropriate condition.

We have set out below, in a table format, a description of all the ways we plan to use your personal data, and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are where appropriate.

Note that we may process your personal data for more than one lawful ground depending on the specific purpose for which we are using your data. Please contact us if you need details about the specific legal ground we are relying on to process your personal data where more than one ground has been set out in the table below.

To register you: as a new client

Type of data

(a) Identity (b) Contact

Lawful basis for processing including basis of legitimate interest

(a) Performance of a contract with you

To process and deliver
your request for Services including:
(a) Manage payments, fees and charges
(b) Collect and recover money owed to us
(c) to share or exchange relevant information with healthcare providers and services involved in delivering or supporting your care

Type of data

(a) Identity

(b) Contact

(c) Health

(d) Transaction

(e) Marketing and Communications

Lawful basis for processing including basis of legitimate interest

(a) Performance of a contract with you

(b) Necessary for our

legitimate interests (to recover debts due to us)

(c) Performance of our contract with you and, where applicable, compliance with legal obligations, our legitimate interests in safely coordinating and delivering the Services, or consent where consent is the appropriate lawful basis.

To administer payments: made by you or another payer, stored payment methods, refunds, outstanding amounts, payment disputes and chargebacks, including retaining appropriate evidence relating to payments, refunds, bookings and service delivery.

Type of data

(a) Identity (b) Contact (c) Transaction (d) Relevant account, booking or service information

Lawful basis for processing including basis of legitimate interest

(a) Performance of a contract with you. (b) Necessary for our legitimate interests in administering payments, recovering amounts properly due, preventing or responding to fraud, and establishing or responding to payment disputes. (c) Necessary to comply with applicable legal, tax, accounting or financial obligations.

To manage our
relationship with you which will include:
(a) Notifying you about changes to our terms or privacy policy
(b) Asking you to leave a review or take a survey

Type of data

(a) Identity

(b) Contact

(c) Profile

(d) Marketing and Communications

Lawful basis for processing including basis of legitimate interest

(a) Performance of a contract with you

(b) Necessary to comply with a legal obligation

(c) Necessary for our

legitimate interests (to keep our records updated and to study how clients use our Services)

(d) Consent

To create, review and maintain: clinical records and documentation required to provide, coordinate and document your care, including the use of approved transcription where applicable.

Type of data

(a) Identity (b) Contact (c) Health (d) Clinical Record and Documentation (e) Transcription Data

Lawful basis for processing including basis of legitimate interest

(a) Performance of a contract with you. (b) Necessary for our legitimate interests in safely providing, documenting and managing our Services and maintaining appropriate clinical records. (c) Necessary to comply with applicable legal, regulatory and professional obligations. Where Health Information or other Special Categories of Personal Data are processed, we also rely on an appropriate Article 9 condition, which will commonly include Article 9(2)(h) for the provision or management of health care.

To support: clinical governance, quality assurance, audit, incident review, complaints handling and the safe and effective management of our Services.

Type of data

(a) Identity (b) Contact (c) Health (d) Clinical Record and Documentation (e) Profile, correspondence or other relevant information

Lawful basis for processing including basis of legitimate interest

(a) Necessary for our legitimate interests in monitoring and improving the quality, safety and governance of our Services. (b) Necessary to comply with applicable legal, regulatory or professional obligations. Where Health Information or other Special Categories of Personal Data are processed, we will also identify an appropriate Article 9 condition, including Article 9(2)(h) where processing is necessary for the management of health care services.

To respond to: safeguarding concerns, serious risks of harm, emergencies, or legal, regulatory or professional requirements, including sharing relevant information with appropriate services or organisations where necessary.

Type of data

(a) Identity (b) Contact (c) Health

Lawful basis for processing including basis of legitimate interest

(a) To protect your or another person's vital interests

(b) Necessary to comply with a legal obligation

(c) Where applicable, necessary for our legitimate interests or otherwise permitted by law

To administer and protect: our business and this
website (including
troubleshooting, data
analysis, testing, system maintenance, support,
reporting and hosting of data)

Type of data

(a) Identity

(b) Contact (c) Technical

Lawful basis for processing including basis of legitimate interest

(a) Necessary for our

legitimate interests (for

running our business,

provision of administration and IT services, network

security, to prevent fraud

and in the context of a

business reorganisation or group restructuring exercise)

(b) Necessary to comply with a legal obligation

To deliver: relevant
website content and
advertisements to you and measure or
understand the
effectiveness of the
advertising we serve to you

Type of data

(a) Identity

(b) Contact

(c) Profile

(d) Usage

(e) Marketing and Communications (f) Technical

Lawful basis for processing including basis of legitimate interest

(a) Necessary for our

legitimate interests (to

study how clients use our Services, to develop

them, to grow our business and to inform our marketing strategy)

(b) Consent.

To use: data analytics to improve our website,
Services, marketing,
clients relationships and experiences

Type of data

(a) Technical (b) Usage

Lawful basis for processing including basis of legitimate interest

Necessary for our legitimate interests (to define types of clients for our Services, to keep our website

updated and relevant, to

develop our business and to inform our marketing

strategy)

To make: suggestions and recommendations to you about Services that may be of interest to you

Type of data

(a) Identity

(b) Contact (c) Technical (d) Usage

(e) Profile

(f) Marketing and Communications

Lawful basis for processing including basis of legitimate interest

(a) Necessary for our

legitimate interests (to develop our Services and grow our business)

(b) Consent

We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising.

We may use limited Identity, Contact, Technical, Usage, Marketing and non-clinical Profile Data to help us understand which general service information or communications may be relevant to you.

We do not use Health Information, Clinical Record and Documentation Data, Transcription Data, appointment, prescribing, pathology or treatment information, or other personal data that reveals or is used to infer health or other Special Category Data for marketing profiling. We also do not use a client's gender identity, transition history or other particularly sensitive care-related information to target marketing to them.

If you are a client, you may receive marketing communications from us if you have consented for us to send you this information or if you have requested information from us or purchased Services from us and you have not opted out of receiving that marketing.

You can ask us to stop sending you marketing messages at any time by unsubscribing.

Where you opt out of marketing, we may still contact you where necessary about your care, appointments, account, payments, service administration, safety, legal or regulatory matters. These are service communications rather than marketing communications.

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 https://prideinhealth.co.uk/cookie-policy

We will only use your personal data 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 data 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 data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.

Pride In Health requires client information and clinical documentation to be handled through systems approved for the relevant purpose. Team members must not use personal accounts, unapproved external systems or unapproved generative AI or transcription tools to process Pride In Health client information.

Carebit is our approved clinical record and client management system. Some clinicians may use approved automated transcription to support accurate clinical record keeping and documentation.

Where automated transcription is used, consultation audio may be processed to produce a transcript or support preparation of clinical documentation. The clinician remains responsible for reviewing and approving the relevant clinical record or documentation.

Audio, transcripts and related draft material are retained only for as long as reasonably necessary for the relevant transcription, clinical, safety, legal or governance purpose. Relevant final clinical documentation is retained as part of the clinical record in accordance with our retention requirements.

We use Stripe Payments UK Ltd to process all payments securely. Stripe may share limited client details (name, email, billing address, and transaction amount) with Klarna to facilitate Klarna payments.

If you agree to store a payment method for future payments, we store it securely through our payment processor. Pride In Health does not store full payment card details. We may use a stored payment method through our payment processor in accordance with our Terms and Conditions, including where payments are due or an account is in arrears.

A payment may be made by you or, where appropriate, by another person on your behalf. Where another person makes a payment, we may process limited personal data about that payer where necessary to identify and administer the payment, issue or process a refund, maintain appropriate financial records or respond to a payment dispute. Making a payment on behalf of a client does not in itself give the payer access to the client's account, clinical record or other confidential information.

Where a refund, chargeback or other payment dispute arises, we may retain and use relevant payment, booking, service and correspondence records where reasonably necessary to investigate or respond to the matter.

Pride In Health does not access or store your Klarna account details. You can view Stripe's Privacy Policy at https://stripe.com/gb/privacy and Klarna's at https://www.klarna.com/uk/privacy/.

We may share your personal data with the parties set out below for the purposes set out in the table [Purposes for which we will use your personal data] above.

• External Third Parties
  • Service providers acting as processors who provide services such as payment processing, IT and system administration, website support, secure communications, and clinical record and client management system services. Where client-identifiable healthcare information is processed through systems selected by Pride In Health, we use UK-based systems wherever this is within our control.
  • Healthcare providers and services involved in delivering or supporting your care, such as phlebotomy and pathology providers, pharmacies, GPs and NHS services, electronic prescribing services, and other healthcare professionals or organisations involved in your care where appropriate.
  • Family members, partners, carers, advocates or other representatives where you have asked us to involve them or where another lawful authority applies. Their involvement in supporting you, attending an appointment or paying for care does not by itself give them access to your confidential clinical or service information.
  • Emergency, safeguarding and statutory organisations – where necessary, relevant information may be shared with organisations such as emergency services, NHS services, your GP practice, safeguarding services, law enforcement agencies, courts, regulators or other appropriate organisations. Where necessary to reduce a serious risk of harm, we may also contact an emergency contact or next of kin where suitable details are available.
  • Marketing companies– helping us to manage our electronic
    communications to you and to help us show you the advertising you are most likely to be interested in, companies that provide marketing and advertising assistance (including management of email marketing operations, mobile messaging services such as SMS, and services that deploy advertising on the internet or social media platforms, such as Facebook, Instagram, Pinterest and Google) as well as analysis of the effectiveness of our advertising and communications campaigns.
  • Professional advisers including lawyers, bankers, auditors and insurers who provide consultancy, banking, legal, insurance and accounting services.
  • HM Revenue & Customs, regulators and other authorities based in the United Kingdom.
• Third parties to whom we may choose to sell, transfer or merge parts of our business or our assets. Alternatively, we may seek to acquire other
  businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy policy.

When we share information to support your care, we limit this to information that is relevant and necessary for the particular purpose. We take particular care before sharing information about gender identity, previous identity, transition history, anatomy, treatment or other particularly sensitive circumstances, and we do not assume that another healthcare provider, organisation or person already knows this information.

Where appropriate, we will explain what information needs to be shared and why and will take account of your preferences or objections. Information may still be shared without agreement where this is lawful, necessary and proportionate, for example for safeguarding, serious safety concerns or a legal or regulatory requirement.

We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

Our clinical systems and the main systems we use for client-identifiable healthcare information are UK-based, where this is within our control.

Some third-party service providers, including payment processors, may process limited personal data outside the UK or the European Economic Area. Where this happens, we will ensure that appropriate safeguards are in place in accordance with UK data protection law. These may include adequacy regulations, the UK International Data Transfer Agreement, the UK Addendum to the EU Standard Contractual Clauses, or another lawful transfer mechanism.

Payment processors such as Stripe and Klarna may process limited payment-related information in accordance with their own privacy notices and data protection arrangements. Pride In Health does not access or store Klarna account details.

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.

Pride In Health requires personal data and client information to be processed only through systems approved for the relevant purpose. Clinicians, psychologists, contractors and team members must not use personal accounts, unapproved external systems or unapproved generative AI tools to process Pride In Health client information. Access to approved systems is limited according to role and business need and is subject to appropriate confidentiality and security requirements.

We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

We will only retain your personal data for as long as reasonably necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, regulatory, tax, accounting or reporting requirements. We may retain your personal data for a longer period in the event of a complaint or if we reasonably believe there is a prospect of litigation in respect to our relationship with you.

To determine the appropriate retention period for personal data, we consider the amount, nature and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal, regulatory, tax, accounting or other requirements.

Where your current location is requested during a remote consultation solely for appointment safety, it will not be retained for longer than reasonably necessary for that purpose. Where the information becomes relevant to clinical care, safeguarding, an emergency, an incident, a complaint or another legal, regulatory or governance matter, relevant information may be recorded and retained in accordance with the applicable record-keeping requirements.

Clinical records and approved clinical documentation are retained in accordance with our clinical, legal, regulatory and record-keeping requirements.

Where consultation audio is processed for approved automated transcription, it is retained only for as long as necessary for the transcription process or another documented clinical, safety, legal or governance purpose and is not intended to form a permanent audio recording of the consultation.

Draft transcripts and draft clinical documents are retained only for as long as reasonably necessary to prepare, review and approve the relevant clinical record or document, unless there is a documented reason for retaining them for longer.

Once clinical documentation has been reviewed and approved, the relevant final note, letter, report, transcript or other record is retained within the clinical record where appropriate.

Information relating to payments, refunds, payment disputes and chargebacks may be retained for as long as reasonably necessary to meet legal, tax, accounting, fraud-prevention, complaints, dispute-resolution or legal-claims requirements.

Retention periods for different categories of information are set through Pride In Health's Records Retention Register and applicable clinical, legal and regulatory requirements. Further information about the retention period relevant to your personal data is available from us on request.

Under data protection law, you have rights in relation to your personal data. These rights include:

• Request access to your personal data.
  Request correction of the personal data that we hold about you.
  Request erasure of your personal data. 
• Object to processing of your personal data.
• Request restriction of processing of your personal data.
• Request the transfer of your personal data to you or to a third party.
• Withdraw consent at any time where we are relying on consent to process your personal data. 
• Rights relating to certain automated decision-making where applicable.

If you wish to exercise any of these rights please contact our privacy team. If you need help to make a request, require a reasonable communication adjustment, or would like an appropriately authorised person to make or support a request on your behalf, please let us know.

You can make a request yourself or through a person who is authorised to act on your behalf. Where someone makes a request for you, we may need reasonable evidence that they have your authority or another lawful basis to act for you.

If you need a reasonable adjustment or an alternative way to make or understand a request, please tell us and we will consider how best to support you.

• You can ask to access, correct, delete, restrict or transfer your personal data, or object to how we use it, by contacting us at data@prideinhealth.co.uk.
• To help us deal with your request, please tell us:
• Your full name.
• Your date of birth.
• The email address or contact details linked to your Pride In Health account or care record.
• Which right you want to exercise, for example access, correction or deletion.
• What information your request relates to.
• Any specific dates, appointments, documents or communications that may help us identify the information.
• Where reasonably necessary, we may ask for information to confirm your identity before responding. We will only ask for information that is proportionate to the circumstances and necessary to make sure personal data is not disclosed to the wrong person.
• If you ask us to correct information, please tell us what you believe is inaccurate or incomplete, and provide any supporting information where relevant.
• If you ask us to delete information, we will consider whether the right to erasure applies. In some cases, we may need to keep information for legal, clinical, safeguarding, tax, insurance, regulatory or governance reasons. Where this applies, we will explain this to you.

Please read more about these rights below

• If your request is urgent because it relates to an immediate clinical, safeguarding or safety concern, please make this clear when contacting us.
• We will review urgent requests as soon as reasonably possible and prioritise them where there is a clear risk of harm, safeguarding concern, or urgent need linked to care or safety.
• Data protection rights requests are not an emergency service. If there is an immediate risk to life or safety, please contact emergency services or the appropriate urgent healthcare service.
• Our usual legal timeframe for responding to data protection rights requests is one month. Where a request is complex, or where we receive multiple requests from the same person, this may be extended in line with data protection law. We will tell you if this applies.
• Where we reasonably need clarification to identify the information or processing covered by a request, the response period may be paused in accordance with data protection law while that clarification is obtained.
  
  

You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, where permitted by data protection law, we may charge a reasonable fee or refuse to act on a request that is manifestly unfounded or excessive. Where this applies, we will explain our decision and the relevant rights available to you.

We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data 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.

We will respond to data protection rights requests without undue delay and normally within one month of receipt. Where necessary, this period may be extended by up to a further two months if the request is complex or you have made a number of requests. If an extension is required, we will tell you within the initial response period and explain why.

Where permitted by data protection law, the response period may be extended by up to a further two months where a request is complex or a number of requests have been made. If an extension is required, we will tell you within the initial one-month period and explain why.

Request access to your personal data (commonly known as a "data subject access request"). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.

Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.

Request erasure of your personal data. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.

Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.

Request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in the following scenarios:

• If you want us to establish the data's accuracy.
• Where our use of the data is unlawful but you do not want us to erase it.
• Where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims.
• You have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.

Request the transfer of your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.

Withdraw consent 

Withdraw consent at any time where we rely on consent as the lawful basis for processing your personal data. Withdrawal will not affect the lawfulness of processing carried out before your consent was withdrawn.

Withdrawing consent does not necessarily require us to delete information that we are required or permitted to retain or continue processing under another lawful basis. Where withdrawing consent affects an optional service or other processing that depends on that consent, we will explain any relevant consequences to you.

This data protection right is separate from withdrawing consent to treatment or changing your preferences about confidential information sharing. Those matters are managed through the relevant clinical and information-sharing arrangements.

If you are unhappy with how we have collected, used, shared, stored, accessed or otherwise handled your personal data, or how we have responded to one of your data protection rights, you can make a data protection complaint to Pride In Health.

You can do this by:

• emailing data@prideinhealth.co.uk
• using our complaints form and selecting Privacy/data protection

You do not need to use legal terminology or identify a particular provision of data protection law when raising a complaint.

It is helpful if you tell us what happened, what personal data or processing is involved, the impact or concern you have, and what outcome you are seeking.

We will acknowledge your data protection complaint within 30 days of receiving it. We will take appropriate steps to investigate the complaint, keep you informed about its progress where appropriate, and provide you with an outcome without unnecessary or unjustifiable delay.

We will aim to communicate with you clearly and respectfully and will take relevant communication or accessibility needs into account where reasonably practicable.

Where your concern also involves clinical care, service delivery, safeguarding or another type of complaint, the relevant Pride In Health process may run alongside the data protection complaint. You should not be required to repeat information unnecessarily where it can appropriately be shared between those processes.

You also have the right to complain to the Information Commissioner's Office (ICO). You can contact the ICO at any time, although the ICO generally recommends giving the organisation an opportunity to complete its own complaint-handling process first.