We collect or use the following information to provide and improve products and services for clients:

·   Names and contact details

·   Occupation

·   Payment details (including card or bank information for transfers and direct debits)

·   Transaction data (including details about payments to and from you and details of products and services you have purchased)

·   Usage data (including information about how you interact with and use our website, products and services)

We collect or use the following personal information for the operation of client or customer accounts:

·   Names and contact details

·   Marketing preferences

We collect or use the following personal information for information updates or marketing purposes:

·   Names and contact details

We collect or use the following personal information to protect client welfare:

·   Names and contact information

·   Client account information

We collect or use the following personal information for dealing with queries, complaints or claims:

·   Names and contact details

·   Account information

·   Customer or client accounts and records

·   Financial transaction information

·   Correspondence

Lawful bases and data protection rights

Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.

Which lawful basis we rely on may affect your data protection rights which are set out in brief below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:

·   Your right of access - You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. Read more about the right of access.

·   Your right to rectification - You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. Read more about the right to rectification.

·   Your right to erasure - You have the right to ask us to delete your personal information. Read more about the right to erasure.

·   Your right to restriction of processing - You have the right to ask us to limit how we can use your personal information. Read more about the right to restriction of processing.

·   Your right to object to processing - You have the right to object to the processing of your personal data. Read more about the right to object to processing.

·   Your right to data portability - You have the right to ask that we transfer the personal information you gave us to another organisation, or to you. Read more about the right to data portability.

·   Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. Read more about the right to withdraw consent.

If you make a request, we must respond to you without undue delay and in any event within one month.

To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.

Our lawful bases for the collection and use of your data

Our lawful bases for collecting or using personal information to provide and improve products and services for clients are:

·   Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

·   Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

·   Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

o  Most of the personal information we process is provided to us directly by you for one of the following reasons: Subscription to our newsletter, interest in our services, request for proposal, quote or supply of promotional materials such as a PDF of our latest work, account management following working together on a project. We use the information that you have given us in order to keep you up to date on our work, events and campaigns. Your email address will never be shared outside of Ouch. You are able to remove your consent at any time. You can do this by contacting ouch@ouchhealth.com

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

Our lawful bases for collecting or using personal information for the operation of client or customer accounts are:

·   Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

·   Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

·   Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

o  Most of the personal information we process is provided to us directly by you for one of the following reasons: Subscription to our newsletter, interest in our services, request for proposal, quote or supply of promotional materials such as a PDF of our latest work, account management following working together on a project. We use the information that you have given us in order to keep you up to date on our work, events and campaigns. Your email address will never be shared outside of Ouch. You are able to remove your consent at any time. You can do this by contacting ouch@ouchhealth.com

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

Our lawful bases for collecting or using personal information for information updates or marketing purposes are:

·   Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

·   Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

·   Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

o  Most of the personal information we process is provided to us directly by you for one of the following reasons: Subscription to our newsletter, interest in our services, request for proposal, quote or supply of promotional materials such as a PDF of our latest work, account management following working together on a project. We use the information that you have given us in order to keep you up to date on our work, events and campaigns. Your email address will never be shared outside of Ouch. You are able to remove your consent at any time. You can do this by contacting ouch@ouchhealth.com

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

Our lawful bases for collecting or using personal information to protect client welfare are:

·   Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

·   Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:

·   Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

·   Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Where we get personal information from

·   Directly from you

·   Publicly available sources

·   Market research organisations

·   Providers of marketing lists and other personal information

·   Suppliers and service providers

How long we keep information

We retain information for a period of up to 24 months or if we are in contract, or supplying services as part of an MSA then we will retain your information until that contract is ended.

How to complain

If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.

If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.

The ICO’s address: