Qualified & Experienced Psychotherapy in South Cumbria
Qualified & Experienced Psychotherapy in South Cumbria
These documents explain how Karen Greenhow Therapy collects, uses, stores and protects your personal information, and how to raise a concern.
Karen Greenhow Therapy
Last updated: 24 October 2026
Karen Greenhow Therapy is the sole-trader psychotherapy and counselling practice of Karen Greenhow, based at:
College House
Howard Street
Barrow in Furness
Cumbria
LA14 1NB
Karen Greenhow is a member of the British Association for Counselling and Psychotherapy (BACP), membership number 00715510.
Karen is responsible for deciding how and why personal information is processed in connection with her practice. In data protection terminology, she acts as the data controller.
You can contact Karen about this policy or the personal information she holds at:
Email: info@karengreenhowtherapy.co.uk
Telephone: 0737 550 4964
The information collected depends on how you interact with Karen Greenhow Therapy and the services you receive.
This may include:
Therapy records may contain special-category personal data, particularly information about your physical or mental health. They may also contain other sensitive information you choose to share during therapy.
Please avoid including detailed clinical or sensitive personal information in a general website enquiry unless it is necessary.
Information may be collected:
Karen uses personal information for purposes including:
Karen will use information only where there is an applicable lawful basis and, for special-category data such as health information, an additional lawful condition. The table below shows the main bases she relies on.
| Purpose | Lawful basis (UK GDPR Article 6) | Condition for health information (Article 9) |
|---|---|---|
| Providing therapy and counselling, including assessments, sessions, therapy notes and related letters and reports | Article 6(1)(b): necessary for the contract with you, or to take steps at your request before entering into it | Article 9(2)(h): necessary for the provision of health or social care, by a professional bound by confidentiality, together with the Data Protection Act 2018, Schedule 1, Part 1, paragraph 2 |
| Responding to enquiries and self-referrals, and assessing whether therapy is suitable for you | Article 6(1)(b): steps taken at your request before entering into a contract | Article 9(2)(h), where you give health information as part of an assessment for treatment |
| Clinical supervision records | Article 6(1)(b): necessary for the supervision agreement with you | Not usually needed. If health information is shared, Article 9(2)(h) or your explicit consent under Article 9(2)(a) |
| Invoices, receipts and financial records | Article 6(1)(c): legal obligation (tax and accounting), and Article 6(1)(b) | Not applicable |
| Safeguarding and protecting someone from serious harm | Article 6(1)(d): vital interests, or Article 6(1)(c) where the law requires disclosure | Article 9(2)(c): vital interests, or Article 9(2)(f) where needed for legal claims |
| Complaints, legal claims and insurance matters | Article 6(1)(f): legitimate interests in handling complaints and protecting the practice | Article 9(2)(f): establishment, exercise or defence of legal claims |
| Access by the clinical will executor | Article 6(1)(f): legitimate interests in continuity of care and meeting professional responsibilities | Article 9(2)(h) |
| Website security and spam protection (reCAPTCHA) | Article 6(1)(f): legitimate interests in keeping the website secure | Not applicable |
| Website analytics (Google Analytics 4) | Article 6(1)(a): your consent, given through the cookie settings | Not applicable |
Where Karen relies on legitimate interests, she considers whether they are outweighed by your rights and interests. Where she relies on consent, you can withdraw it at any time.
Karen treats information shared during therapy as confidential and takes account of her professional responsibilities as a BACP member.
Confidentiality is not absolute. In exceptional circumstances, information may need to be disclosed where required or permitted by law, or where there is a sufficiently serious safeguarding or safety concern involving you or another person.
Where appropriate, Karen may contact a GP, emergency service or another relevant organisation to help address a safeguarding concern or a need for physical or mental health assistance.
Karen will consider the circumstances, the necessity and proportionality of any disclosure, and her legal and professional obligations. Where appropriate and safe to do so, she will discuss a proposed disclosure with you.
Client and supervisee records are maintained electronically in Airtable. These may include names, contact details, assessments, therapy notes, supervision records and signed documents, reports or letters.
Karen uses a business phone, email, SMS, WhatsApp Business and Zoom to communicate with clients and supervisees. Therapy sessions take place through Zoom or WhatsApp Business.
SMS and WhatsApp message histories are deleted. Voicemails are not retained. Contact details are held on a business phone that requires a login. Emails are retained in an email account file rather than the inbox.
Zoom sessions are not recorded, transcribed or summarised using AI.
Website enquiries are handled through the website form and email. Enquiries that do not lead to an ongoing service are deleted from the relevant systems. Where a person becomes a counselling client, relevant records are retained in accordance with the retention arrangements set out in the Data Retention Policy.
The website is hosted on 20i infrastructure, which also provides the domain and email services. The website was built and is managed by Stephen Story Design, which may have access to website systems to provide support and maintenance. Website forms use Elementor. The self-referral form uses Airtable.
Some of the providers Karen uses may store or process information outside the United Kingdom, including in the United States. Where this happens, Karen relies on the data processing terms and transfer safeguards published by each provider:
You can ask Karen for further information about these safeguards using the contact details at the end of this policy.
Karen does not routinely share identifiable client information with other people.
Information may be accessed or disclosed where necessary and justified, including:
Where a provider processes information on Karen’s behalf, Karen relies on that provider’s data processing terms, as described in section 6.
Information will not be sold to third parties.
Karen has appointed a clinical will executor who can access the Airtable records and associated contact details if Karen becomes too ill to work or dies.
The purpose of this arrangement is to support appropriate continuity of care and professional responsibilities during Karen’s absence or following her death.
Access will occur only in those circumstances, and the executor is bound by confidentiality obligations.
The executor will only access and use information to the extent necessary for the relevant professional and continuity-of-care responsibilities, in accordance with applicable law.
The executor would contact the people Karen is working with to let them know the situation, by telephone first and then by email if there is no answer.
Karen keeps client, supervision and wellbeing records for seven years, calculated from the last session. This is based on the retention recommendation she has received from her insurer.
Enquiries that do not result in an ongoing service are deleted from the relevant systems within one month. SMS and WhatsApp message histories and voicemails are not retained.
Invoices and accounts are kept for seven years. Contact details held on Karen’s phone are deleted as soon as someone finishes working with her or disengages.
Retention periods will be reviewed to ensure they remain appropriate and justified. Information will be securely deleted when it is no longer required, subject to any applicable legal, professional or claims-related reason for retaining it.
Further detail is provided in the Data Retention Policy.
The website uses Google Analytics 4 (GA4) to understand how the site is used, and Google reCAPTCHA v3 to protect the forms from spam and abuse.
When you first visit, a cookie banner asks whether you accept or reject analytics cookies. Google Analytics does not set its cookies unless you choose Accept. If you choose Reject, or make no choice, no analytics cookies are used. Your choice is remembered on your device so the banner does not appear again, and you can change it at any time using the Cookie settings button at the bottom of the page.
reCAPTCHA is used as a security measure and works whether or not you accept analytics cookies.
Please refer to the Cookie Policy for a full list of the cookies used.
Karen uses password-protected devices and a password-protected email account. Airtable is protected by two-factor authentication.
Karen takes steps to protect personal information against unauthorised access, loss, alteration or disclosure. Further security measures are kept under review in light of the sensitive nature of therapy records.
No electronic storage or communication method can be guaranteed to be completely secure.
Subject to the applicable legal requirements and exemptions, you may have the right to:
These rights are not absolute and may be subject to exemptions, including circumstances where information must be retained or where disclosure would adversely affect another person’s rights.
To exercise your rights, contact Karen at info@karengreenhowtherapy.co.uk.
Karen will respond within the applicable statutory timeframe.
If you have concerns about how Karen handles your personal information, please contact her at info@karengreenhowtherapy.co.uk so she can investigate.
If you remain dissatisfied, you can contact the Information Commissioner’s Office:
Website: https://ico.org.uk/
The ICO provides guidance on making a data protection complaint.
For complaints about Karen’s professional conduct or therapeutic service, please refer to the Making a Complaint policy.
This policy may be updated when the practice, website, technology providers or applicable legal requirements change.
The latest version will be published on the Karen Greenhow Therapy website.
Karen Greenhow Therapy
College House, Howard Street
Barrow in Furness, Cumbria
LA14 1NB
Email: info@karengreenhowtherapy.co.uk
Telephone: 0737 550 4964
Karen Greenhow Therapy
Last updated: 24 October 2026
This Cookie Policy explains how the Karen Greenhow Therapy website uses cookies and similar technologies.
Cookies are small files stored on your device when you visit a website. Similar technologies may store information on your device or access information already stored there.
The website uses the following services and technologies:
Google Analytics 4 (GA4) helps Karen understand how visitors use the website, including which pages are visited and how visitors interact with the content. It may collect online identifiers, device and browser information, pages visited and interactions with the website.
GA4 is an analytics service and is not strictly necessary, so it only runs if you click Accept on the cookie banner. Until then, the website tells Google that analytics storage is denied and no analytics cookies are set.
Google reCAPTCHA v3 helps distinguish genuine visitors from automated or abusive activity, such as spam form submissions. It may process technical information about your device, browser and interaction with the website. It is used for security, so it is treated as necessary.
When you click Accept or Reject, the website stores your choice on your device (in local storage) so it can remember it. This is needed to respect your choice and is not used for tracking.
| Name | Provider | Purpose | Type | Duration |
|---|---|---|---|---|
| _ga | Google Analytics | Distinguishes visitors to produce usage statistics | Analytics (consent required) | Up to 2 years |
| _ga_ followed by an ID | Google Analytics | Keeps track of a visit session | Analytics (consent required) | Up to 2 years |
| kgCookieConsent | This website | Remembers your cookie choice | Necessary | Until you change it or clear your browser data |
| _GRECAPTCHA | Google reCAPTCHA | Spam and abuse protection on forms | Necessary (security) | Up to 6 months |
Cookie names and durations are set by the providers and may change. This table will be updated if the website changes.
The website shows a cookie banner on your first visit with equal Accept and Reject options. Analytics cookies are not activated before you accept, and rejecting them does not stop you using the website.
Your choice is saved on your device and the banner will not appear again. You can change your mind at any time using the Cookie settings button at the bottom of the page. Choosing Reject there removes the analytics cookies that were set.
Google services may process information in accordance with their own terms and privacy information.
The relevant providers, processing arrangements, retention periods and any international data transfers are reviewed as part of the website’s data protection arrangements.
You can use the Cookie settings button at the bottom of any page to review or change your preferences.
You can also manage cookies through your browser settings. Blocking all cookies may affect some website functionality.
Deleting cookies from your browser does not necessarily withdraw or update the consent record held by a website’s consent tool.
This policy may change if the website introduces new features, analytics tools, embedded content or other technologies.
This policy is reviewed whenever website tracking or consent settings change.
For questions about cookies or personal information, contact:
Karen Greenhow Therapy
Email: info@karengreenhowtherapy.co.uk
Telephone: 0737 550 4964
Address: College House, Howard Street, Barrow in Furness, Cumbria, LA14 1NB
Karen Greenhow Therapy
Last updated: 24 October 2026
This policy explains how Karen Greenhow Therapy retains, reviews and disposes of personal information.
Karen aims to retain information only for as long as it is reasonably necessary for the purposes for which it was collected, taking account of applicable legal requirements, professional responsibilities, insurance arrangements and the rights of the individuals concerned.
This policy applies to personal information held in connection with therapy, counselling, clinical supervision, website enquiries, communications, administration and financial records.
It covers electronic records and information held by relevant service providers on Karen’s behalf.
Client and supervisee records are held electronically in Airtable. Records may include:
Other information may be held through:
Karen does not keep paper client records as part of her stated record-keeping arrangement.
The following periods reflect Karen’s current stated arrangements. They are reviewed where a different legal, professional or operational requirement applies.
Karen’s stated retention period is seven years, measured from the last therapy session for a client. This period is based on her insurer’s recommendation.
The period applies to relevant client records, including assessments, therapy notes, reports, letters and signed documents, where continued retention is justified.
Supervision and wellbeing records are kept for the same seven-year period as client records, for anyone Karen has worked with.
Enquiries that do not lead to an ongoing service are deleted from the relevant systems within one month if no contact is made to start working with Karen. They are not retained in Elementor as a separate record.
Deletion procedures also cover any copies held in email, temporary storage or backups where applicable.
SMS and WhatsApp message histories are deleted rather than retained as ongoing records.
Relevant information required for the clinical record is transferred to the appropriate record where necessary before messages are deleted.
Voicemails are not retained.
Contact details are held on Karen’s password-protected business phone. Contact details are deleted immediately once the client, supervisee or wellbeing client has finished working with Karen or disengaged.
Invoices, receipts and other financial records are managed through Tide banking and related administrative processes, and invoices and accounts are kept for seven years.
These records may need to be retained for applicable tax, accounting or other legal requirements. This is separate from the clinical-record retention period.
Website submissions, security information, analytics data, cookie consent records and related technical information are retained only for as long as necessary for their relevant purposes and in accordance with the applicable provider settings and legal requirements.
The UK GDPR does not prescribe a universal seven-year retention period for all personal information.
Karen will review retention periods to ensure they remain appropriate and justified. Reviews take account of:
Where information must be retained beyond a normal period, the reason is documented.
When information is no longer required, Karen will take reasonable steps to delete it securely from the relevant systems.
This may involve deleting records from Airtable, emails, devices, website systems and other locations where copies are held.
Where a supplier controls backups or system-level retention, the applicable deletion arrangements are checked and documented.
Information is not kept indefinitely merely because storage is available.
Individuals may request erasure of their personal information.
Karen will consider each request under the applicable data protection law. A request will not automatically result in deletion where there is a valid legal or professional reason to retain the information.
Where information is retained despite a request, the decision is justified and documented.
Karen is responsible for reviewing this policy and ensuring that the retention arrangements used in practice remain consistent with it.
Any appointed clinical will executor must follow the documented arrangements governing access to and management of client records during Karen’s incapacity or after her death.
This policy will be reviewed when there are material changes to the practice, its record systems, professional obligations, insurer requirements or applicable law.
For questions about the retention of personal information, contact:
Karen Greenhow Therapy
Email: info@karengreenhowtherapy.co.uk
Telephone: 0737 550 4964
Address: College House, Howard Street, Barrow in Furness, Cumbria, LA14 1NB
Karen Greenhow Therapy
Last updated: 24 October 2026
Karen Greenhow Therapy recognises the importance of protecting personal information, particularly the sensitive information shared during therapy and clinical supervision.
Karen Greenhow is the sole trader responsible for the practice and acts as the data controller for the personal information processed in connection with its services.
Karen is registered with the Information Commissioner’s Office (ICO), registration number ZA762792, and is a member of the British Association for Counselling and Psychotherapy (BACP), membership number 00715510.
Karen aims to handle personal information in a way that is lawful, fair, transparent and proportionate.
This includes:
Therapy and supervision records may contain health information and other sensitive personal details.
Karen treats this information confidentially and considers her professional obligations when deciding whether information may be shared.
In exceptional circumstances, information may be disclosed where required or permitted by law, or where a safeguarding or serious safety concern justifies disclosure.
Client records are maintained electronically in Airtable, which is protected by two-factor authentication.
Karen also uses password-protected devices and a password-protected email account. Communication methods include telephone, email, SMS, WhatsApp Business and Zoom.
SMS and WhatsApp message histories are deleted, voicemails are not retained, and Zoom sessions are not recorded, transcribed or summarised using AI.
The website is hosted by 20i and uses Elementor forms, an Airtable self-referral form, Google Analytics 4 and Google reCAPTCHA v3.
Further details about these arrangements are provided in the Privacy Policy and Cookie Policy.
Individuals may have rights to access, correct, erase or restrict the processing of their personal information, and other rights depending on the circumstances.
Requests can be made to:
info@karengreenhowtherapy.co.uk
Requests will be handled in accordance with the applicable legal requirements. Some rights are subject to exemptions or limitations.
Anyone concerned about the handling of their personal information is encouraged to contact Karen in the first instance.
If the concern cannot be resolved, an individual may complain to the Information Commissioner’s Office:
Complaints about the therapeutic service or professional conduct are addressed through the separate Making a Complaint policy.
The Privacy Policy, Cookie Policy and Data Retention Policy explain in more detail how personal information is collected, used, stored and retained.
For any data protection enquiry, contact:
Karen Greenhow Therapy
College House, Howard Street
Barrow in Furness, Cumbria
LA14 1NB
Email: info@karengreenhowtherapy.co.uk
Telephone: 0737 550 4964
Karen Greenhow Therapy
Last updated: 24 October 2026
Karen Greenhow Therapy aims to provide a professional, respectful and supportive service.
If you are unhappy with any aspect of the service you receive, Karen encourages you to raise your concerns so that they can be considered and, where possible, resolved.
Complaints are taken seriously and will be handled respectfully, fairly and with appropriate regard for confidentiality.
Where you feel comfortable doing so, Karen encourages you to discuss your concerns with her in the first instance.
This may provide an opportunity to clarify a misunderstanding, explain what has happened or agree a way forward.
You do not have to attempt informal resolution if you feel unable to do so or consider it inappropriate.
If you would prefer to make a formal complaint, or if informal discussion has not resolved your concerns, you can contact Karen using the details below.
Email: info@karengreenhowtherapy.co.uk
Telephone: 0737 550 4964
Address:
Karen Greenhow Therapy
College House, Howard Street
Barrow in Furness, Cumbria
LA14 1NB
Please explain, as far as you are able, what your concern relates to, what happened and what outcome you would like. You do not need to use a particular format.
Karen will consider your complaint carefully and aim to respond within three weeks of receiving it. This timeframe allows for periods of planned leave.
If a response cannot reasonably be provided within three weeks, Karen will aim to explain the delay and provide an indication of when you can expect a further response.
Depending on the nature of the complaint, Karen may need to clarify details, review relevant records or seek appropriate professional advice.
Information relating to a complaint will be handled confidentially, subject to applicable legal and professional obligations.
If you are not satisfied with the outcome, or feel unable to raise the complaint directly with Karen, you can contact the British Association for Counselling and Psychotherapy (BACP).
Karen is a BACP member, membership number 00715510.
BACP provides information and guidance for people who have concerns about their therapy or a BACP member. Its professional conduct procedure may apply to complaints about a member’s therapeutic service or professional conduct.
You can find further information here:
How to complain about a BACP member:
https://www.bacp.co.uk/about-us/protecting-the-public/professional-conduct/how-to-complain-about-a-bacp-member/
BACP Professional Conduct Procedure:
https://www.bacp.co.uk/about-us/protecting-the-public/professional-conduct/professional-conduct-procedure/
BACP will determine whether a complaint falls within its remit and which procedure applies. It may not be able to consider every type of dispute.
If your complaint concerns the way Karen has collected, used, stored or disclosed your personal information, please raise this with Karen in the first instance using the contact details above.
If you remain dissatisfied with the handling of your personal information, you may complain to the Information Commissioner’s Office (ICO):
Information relating to a complaint may be recorded and retained where necessary to investigate the concern, meet professional obligations or address a legal or insurance matter.
Any such information will be handled in accordance with the Privacy Policy and Data Retention Policy.
Karen Greenhow Therapy
College House, Howard Street
Barrow in Furness, Cumbria
LA14 1NB
Email: info@karengreenhowtherapy.co.uk
Telephone: 0737 550 4964
If you would prefer to send your complaint through the website, please complete the form below. Please explain what your concern relates to, what happened and what outcome you would like. You do not need to use a particular format.
Please avoid including detailed clinical or sensitive personal information unless it is necessary. Your message is sent by email to Karen and is not stored on the website. See the Privacy policy tab for how your information is handled.
We use essential cookies to keep the site working and secure, including Google reCAPTCHA on our forms. With your permission we would also like to use Google Analytics cookies to understand how the website is used. Analytics stays off unless you accept, and you can change your choice at any time.