Privacy Notice

How we use this

One of your rights is a right to be informed, which means we have to give
information about the way in which we use, share and store your personal

This privacy notice tells you what to expect when Headway Suffolk collects
personal information

Visitors to our website

When someone visits we collect standard internet
log information and details of visitor behaviour patterns.

We do this to find out things such as the number of visitors to the various parts of the site. This information is only processed in a way which does not identify anyone.

We do not make, and do not allow Google to make any attempt to find out the identities of those visiting our website.

People who contact us via social media

If you send us a private or direct message via social media the message will
be stored for three months. It will not be shared with any other

People who email us

We use Microsoft 365 to encrypt and protect email traffic. We will also monitor
any emails sent to us, including file attachments, for viruses or malicious

Please be aware that you have a responsibility to ensure that any email you send is within the bounds of the law.

All emails are deleted after 12 months

Contact Us

Get in touch with Headway Suffolk here

Making a Complaint

When we receive a complaint

When we receive a complaint from a person we make up a file containing the details of the complaint.

This normally contains the identity of the complainant and any other individuals involved in the complaint. We will only use the personal information we collect to process the complaint and to check on the level of service we provide. We do compile and publish statistics showing information like the number of complaints we receive, but not in a form which identifies anyone. We usually have to disclose the complainant’s identity to whoever the
complaint is about. This is inevitable where, for example, the accuracy of a person’s record is in dispute. If a complainant doesn’t want information identifying him or her to be disclosed, we will try to respect that. However, it may not be possible to handle a complaint on an anonymous basis. We will keep personal information contained in complaint files in line with our retention policy. This means that information relating to a complaint will be retained for two years from closure. It will be retained in a secure environment and access to it will be restricted according to the ‘need to know’ principle. Similarly, where enquiries are submitted to us we will only use the
information supplied to us to deal with the enquiry and any subsequent issues and to check on the level of service we provide.

Contact Us

Please contact us