Privacy Policy
Last updated: September 2026
New Start (NW) Ltd is committed to protecting your privacy and keeping your personal information safe. This Privacy Policy explains what information we collect, how we use it, how we protect it and your rights in relation to your personal information.
1. Who we are
New Start (NW) Ltd provides counselling and emotional wellbeing support to children, young people and adults.
Organisation: New Start (NW) Ltd
Website: https://www.newstartltd.co.uk/
Email: sarah@newstartltd.co.uk
Telephone: 01253 468060
ICO registration number: ZB560248
For data protection purposes, New Start (NW) Ltd is the organisation responsible for deciding how and why your personal information is processed.
2. Information we collect
Depending on how you interact with us, we may collect information including:
- Name and contact details
- Date of birth and age
- Information about your child or young person, where relevant
- Information provided as part of a counselling referral
- Relevant safeguarding information
- Relevant health, wellbeing, allergy or other support information
- Information about circumstances, needs and experiences that may be relevant to providing support
- Information provided when contacting us by email, telephone or through our website
- Information provided through feedback or other communications with us
We only collect information that is relevant and necessary for the services we provide.
3. Information collected through our website
When you visit our website, we may collect limited technical information required for the website to operate securely and effectively.
We use Umami, a cookieless analytics system, to understand how visitors interact with our website. The analytics system provides anonymous information about website usage and does not use cookies to track individual visitors.
We do not collect IP addresses as part of our online referral form submissions.
4. Online referrals
Our website allows referrals to be submitted using an online referral form powered by Gravity Forms.
The referral form is hosted and managed directly on our website. Referral information is collected and processed on our website and is not submitted through a separate third-party referral platform.
We understand that referral forms may contain personal and sensitive information. We therefore take appropriate steps to protect this information and restrict access to authorised individuals.
Once a referral is received, the relevant information is transferred from the website into New Start’s secure, private storage system for the purposes of managing the referral and providing appropriate support.
Referral entries are retained on the website for 90 days, after which they are automatically deleted from the website.
The 90-day deletion period applies to the referral information held within the website referral system. It does not mean that all client or counselling records are deleted after 90 days. Information that is transferred into New Start’s secure storage may be retained for an appropriate period in accordance with our legal, safeguarding, professional and operational requirements.
5. Who can access referral information?
Access to referral information is restricted and is not available to members of the public.
New Start controls and manages the referral information received through the website. Website administration may technically allow authorised website administration access where necessary to maintain and manage the website.
Our website hosting provider, Fasthosts, does not have access to referral submissions, and no third-party referral platform or software provider has access to the referral data.
We do not sell personal information.
6. How we use your information
We may use personal information to:
- Assess and manage referrals
- Provide counselling and emotional wellbeing support
- Communicate with clients, parents, carers, schools and other relevant professionals
- Arrange appointments and sessions
- Manage safeguarding concerns
- Maintain appropriate client and service records
- Monitor and improve the quality of our services
- Meet our legal, regulatory and professional responsibilities
- Respond to enquiries and requests
- Manage our organisation and website
- Provide information about our services where appropriate and lawful
7. Lawful basis for processing
We process personal information in accordance with UK data protection law.
Depending on the circumstances, the lawful basis for processing may include:
- Performance of a contract or steps taken at the individual’s request before entering into a contract
- Compliance with a legal obligation
- Legitimate interests
- Protection of vital interests
- Consent, where consent is the appropriate lawful basis
Where we process special category information, such as health or wellbeing information, we also rely on an appropriate condition under UK data protection law.
The lawful basis used will depend on the nature and circumstances of the processing.
8. Confidentiality and sharing information
We treat information provided to us confidentially.
We may share relevant information with appropriate professionals or organisations where this is necessary to provide support, manage a referral, fulfil a legal obligation or protect an individual from harm.
Where information is shared, we aim to ensure that only relevant information is shared with appropriate recipients.
We will never sell your personal information.
9. Safeguarding and limits to confidentiality
Counselling information is treated confidentially. However, confidentiality has appropriate limits where there is a concern about someone’s safety or wellbeing, or where we are legally required to share information.
Where possible and appropriate, we will explain this to the individual before information is shared.
10. Children and young people
New Start provides services to children and young people. We take particular care when processing information relating to children and young people and only collect and use information that is relevant to providing safe and appropriate support.
11. How we keep information secure
We take appropriate technical and organisational measures to protect personal information against loss, misuse, unauthorised access, alteration or disclosure.
Our website is hosted on a physical server provided by Fasthosts in a UK-based data centre.
Our website also has additional WordPress security measures in place to strengthen the security of the website and its underlying platform.
Fasthosts states that its relevant services have ISO 27001 information and cyber security accreditation.
12. Third-party services
Our website uses a small number of external services to support website hosting and operation.
These include:
- Fasthosts – provides the physical server infrastructure used to host our website in a UK-based data centre.
- Umami – provides cookieless, anonymous website analytics to help us understand how visitors interact with the website.
Our online referral form uses Gravity Forms and is collected, processed and managed directly on our website rather than through a separate third-party referral platform.
13. Cookies
Our website does not use third-party advertising or tracking cookies.
The website uses a small number of necessary, site-specific session cookies required for the website to function. These are not used to identify or track individual visitors for advertising purposes.
Our website analytics are provided through Umami, which operates without the use of cookies and provides anonymous usage information.
For further information, please see our Cookie Policy (LINK COOKIE POLICY HERE)
14. Marketing
Where we send marketing or information about our services, we will do so in accordance with applicable data protection and electronic communications laws.
We will provide appropriate opportunities to opt out of marketing communications where required.
15. Your data protection rights
Under UK data protection law, you may have rights including:
- The right to be informed about how your information is used
- The right to request access to your personal information
- The right to request correction of inaccurate information
- The right to request deletion of information in certain circumstances
- The right to request restriction of processing in certain circumstances
- The right to object to certain processing
- The right to data portability in certain circumstances
- Rights relating to automated decision-making and profiling, where applicable
These rights are subject to certain legal exemptions and may not apply in every situation.
16. Requests for your information
If you would like to exercise your data protection rights or request access to information we hold about you, please contact us using the details above.
We may need to verify your identity before responding to a request.
17. Complaints
If you have concerns about how we have handled your personal information, please contact us first so that we can try to resolve your concerns.
You also have the right to complain to the Information Commissioner’s Office (ICO), the UK’s independent data protection regulator.
18. Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our services, website, legal requirements or how we process personal information.
The latest version will always be made available on our website.
19. Contact us
If you have any questions about this Privacy Policy or how New Start handles personal information, please contact:
New Start (NW) Ltd
New Start, St Thomas’ Parish Centre, St Thomas’ Rd, Lytham Saint Annes, FY8 1JL
01253 468060
