Privacy and confidentiality: statement of commitment 

Privacy and confidentiality are always important, but in our line of work, they’re non-negotiable.

This statement provides an overview of how we protect your privacy. It covers any personal information we collect from you through our website, emails, phone calls, meetings or online consultations, whether this is before, during, or after we have provided services to you. 

We always treat the information you share with care, respect, and discretion, using it only for the reasons it is provided. We store it safely, in accordance with UK data protection law (GDPR). 

A full privacy and confidentiality policy is available on request. 

How we work 

Crisis ReAction Limited is a UK-registered company, led by Dr Nicola Lester, who oversees all client engagement and case management. When you contact Crisis ReAction, you’ll always hear back from me directly. 

I am supported by Executive Assistant Vicki Brown. She runs the operational side of the business to ensure we are efficient and responsive to your needs. 

We hold separate email addresses to protect case-related information. My email account, nicola@crisisreaction.com is only accessed by me. Vicki’s email address, operations@crisisreaction.com is only accessed by her. We may, where necessary, include each other in email copy to streamline responses to your enquiries. 

We both understand the importance of privacy and confidentiality. We maintain clear boundaries around information sharing and take care to ensure that your information is protected. 

The information we collect

To allow us to deliver our services, we handle information from three sources:

1. Information you share directly
   This includes details such as your name, email address, phone number, organisation details (including billing address), information about the services you need, and anything else you choose to include in emails or correspondence with us.

2. Information collected when you use our website
   When you visit our website, we automatically collect some basic technical and usage information. We keep data collection through our website to an absolute minimum. Our website uses cookies and similar technologies. Some cookies are essential for our website to work effectively. Others help us improve performance and user experience. We always ask for your consent before using non-essential cookies. You can manage your preferences at any time through your browser settings or our cookie controls. 

3. Information from other sources
   Sometimes we receive information from trusted third parties. This includes those who help us run our website: website hosting, email and analytics providers. 

We may also receive information from other organisations referring you to our services. We use this data to:

• respond to enquiries

• understand your situation and provide guidance

• deliver agreed services

• manage essential administrative processes (such as contracts and invoicing)

When we make a referral to a trusted organisation, we will only share information that you have agreed to. 

How we store and share information 

We use secure systems to protect your information. This includes working on encrypted and password-protected laptops and using a trusted service provider to destroy confidential paper notes. We only retain data for as long as necessary, and in accordance with our legal and professional obligations. 

If we, with your consent, share your information with another organisation in a referral, this will be in the form of a password-protected pdf attachment, never directly in an email. We will confirm the recipient’s identity via a verification process before sending. 

When making enquiries on your behalf, we anonymise case information to protect your privacy. 

How we make sure you are in control of your data 

You remain in control of what you choose to share. You may request access to your information, correct inaccuracies, or ask questions about how your data is used at any time.

Please direct any enquiries or concerns to me via email: nicola@crisisreaction.com or in writing:

Nicola Lester

10 Healey Drive

Lichfield

WS13 8WB

We welcome the opportunity to receive and resolve any complaints directly. However, you can also contact the UK Information Commissioner’s Office via their website: www.ico.org.uk

Making changes to how we protect your personal data 

If our policy changes, these changes will take effect when they are published here, in our statement of commitment.