Policies

The Ed Psych Coach Policies

1.

Data Protection Policy 

2.

Data Protection Complaints Policy 

3.

Refunds and Returns Policy

Data Protection Policy 

Updated: June 2026

Contact details 

Name: The Ed Psych Coach 

Ghostmail address: 61 Bridge Street, Kington, HR5 3DJ 

Phone (WhatsApp only): 07957 025 066

E-mail: fi@theedpsychcoach.com 

Date of privacy notice: 05.06.2026

 

The type of personal information we collect 

We currently collect and process the following information: 

  • Personal identifiers, contacts and characteristics (for example, name and contact details) 
  • Records of your attendance at events and other services 
  • Your feedback/evaluations of events and services 
  • Your interests and information you share on our contact form 
  • Messages that you have sent via email and/or Whatsapp 
  • Notes made during 1:1 or group coaching sessions 
  • Payment records and invoices 

 

How we get the personal information and why we have it

Most of the personal information we process is provided to us directly by you for one of the following reasons:

  • To communicate about arrangements, such as organising coaching sessions and attendance at events 
  • Keeping you up-to-date with relevant news and events (marketing) 
  • As an aide memoire of information you have shared in relation to services received (e.g. coaching, consultancy, training etc) 

We also receive personal information indirectly, from the following sources in the following scenarios: 

  • Eventbrite, in relation to your attendance at events 
  • Mailchimp, in relation to your attendance at events and your marketing preferences 
  • TidyCal, used for booking sessions such as coaching 

We use the information that you have given us in order to understand your interests and needs, so that we can develop our services and offer them to you (for marketing purposes). 

We use a virtual assistant or similar administrative support service to help deliver work. Where this occurs, the assistant may have controlled access to personal data necessary for tasks such as communication, scheduling, or document preparation. They will not have access to confidential sessions notes from coaching. All assistants operate under a confidentiality agreement and are required to comply with UK GDPR, including secure handling and deletion of data.

We do not share your information with any other organisations or individuals. 

Under the UK General Data Protection Regulation (UK GDPR), the lawful bases we rely on for processing this information are:

  1. Your consent. You are able to remove your consent at any time. You can do this by contacting fi@theedpsychcoach.com
  2. Contract. 
  3. We have a legitimate interest.

 

How we store your personal information 

Your information is securely stored. 

We keep records of your sessions (case notes) and your evaluations and feedback on events and coaching sessions for a period of up to 10 years. We will then dispose your paper-based information by shredding or burning and electronic data by deleting it. 

 

Your data protection rights

Under data protection law, you have rights including:

Your right of access - You have the right to ask us for copies of your personal information. 

Your right to rectification - You have the right to ask us to rectify personal information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete. 

Your right to erasure - You have the right to ask us to erase your personal information in certain circumstances. 

Your right to restriction of processing - You have the right to ask us to restrict the processing of your personal information in certain circumstances. 

Your right to object to processing - You have the the right to object to the processing of your personal information in certain circumstances.

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, in certain circumstances.

You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you.

Please contact us at fi@theedpsychcoach.com if you wish to make a request.

 

How to complain

Please see our Data Protection Complaints Policy in full. 

If you have any concerns about our use of your personal information, you can make a complaint to us at fi@theedpsychcoach.com 

You can also complain to the ICO if you are unhappy with how we have used your data.

The ICO’s address:           

Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

 

Helpline number: 0303 123 1113

ICO website: https://www.ico.org.uk

Data Protection Complaints Policy 

Updated: June 2026

Purpose of this Policy

We are committed to treating personal data with respect, transparency, and care. This policy explains how you can raise a concern about the way your personal data has been handled, and how we will respond.

It applies to all data protection complaints made under UK GDPR, the Data Protection Act 2018, and the Data (Use and Access) Act 2025.

2.          What Counts as a Data Protection Complaint?

A data protection complaint is any expression of dissatisfaction about how we have collected, used, shared, stored, or protected your personal data.

You do not need to use legal language. If something worries you, you can tell us in your own words.

3.          How You Can Make a Complaint

You can make a complaint in any format - email, phone, letter, or in person.

Please contact:
Fiona Coley via email: fi@theedpsychcoach.com

Include a brief description of what has happened and why you are concerned. You do not need to cite legislation or provide evidence at this stage.

4.          What Happens Next

Step 1 - Acknowledgement

We will acknowledge your complaint within 30 days, as required by the Data (Use and Access) Act 2025.  Our acknowledgement will confirm that we have received your complaint and explain what will happen next.

Step 2 - Investigation

We will investigate your complaint without undue delay. This may include:

  • reviewing the information you have provided
  • checking our records and systems
  • speaking to relevant staff
  • assessing whether our data handling complied with the law

Step 3 - Keeping You Informed

If the investigation takes time, we will keep you updated so you know what is happening and when you can expect a full response.

Step 4 - Outcome

We will communicate the outcome without undue delay.
Our response will explain:

  • what we found
  • any steps we have taken or will take
  • any changes we will make to improve our practices

Where appropriate, this may include correcting or deleting data, updating our processes, or offering an apology.

5.          If You’re Not Satisfied

If you are unhappy with our response or how we have handled your complaint, you can escalate your concern to the Information Commissioner’s Office (ICO):
www.ico.org.uk

You do not need to come back to us first, but we encourage you to give us the opportunity to resolve the issue.

6.          Record‑Keeping and Learning

We keep a log of all data protection complaints, including the actions taken and outcomes reached.  We use this information to improve our processes and strengthen our data protection practices.

7.           Review of This Policy

We review this policy regularly to ensure it remains accurate, accessible, and compliant with current legislation and ICO guidance.

Refunds & Returns Policy

Updated: June 2026

Part 1: Digital Downloads

  1. Unfortunately, it is not possible to give refunds for digital downloads.
  2. The Consumer Contracts Regulations 2013 outlines that if you want to download something within 14 days of buying it, you will have to give your consent to waive the 14-day cooling-off period. This is to prevent you from changing your mind after you have downloaded the content.
  3. If you have made an honest mistake in regard to a download, or in the unlikely event that you are wholly dissatisfied with your products, please get in touch (fi@theedpsychcoach.com).

 

Part 2: Mugs and Merchandise (physical products)

1. Faulty or Damaged Items (Printful‑Fulfilled)

  • If your mug arrives damaged or faulty, you are entitled to a full refund or replacement under UK consumer rights.
  • You must notify Fi within 14 days of receiving the item, including clear photos of the issue.
  • If an item is faulty, Printful covers the cost of the replacement/refund, and you do not pay return postage.
  • Once you contact Fi, she will:
    • confirm the issue,
    • submit the claim to Printful,
    • provide the correct return address (if required)
  • Printful will arrange to send you a replacement or issue a refund.
  • Printful’s UK return address (used only when Printful requests a return):
    Printful UK Returns, Antar 2, 2–4 Wills Road, Totton, Southampton, SO40 3WX, United Kingdom

2. Change‑of‑Mind Returns (Print‑on‑Demand)

  • Because all mugs are print‑on‑demand, we do not offer refunds for change‑of‑mind purchases. This exemption is part of the Consumer Contracts Regulations 2013.
  • Change‑of‑mind items should not be returned to Printful.
  • If you have any concerns or issues with your order, please contact Fi directly - she will always do her best to resolve the situation.

Dr Fi Coley

fi@theedpsychcoach.com

 

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