Website Privacy Policy
1. Introduction
Serenity Youth Services respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, store, share and protect personal information when you visit [Insert website address], contact us through the website, use any online form or otherwise communicate with us.
This policy should be read alongside our Cookie Policy and Website Terms and Conditions. It reflects the requirements of the UK General Data Protection Regulation, the Data Protection Act 2018, the Privacy and Electronic Communications Regulations and, where applicable, amendments introduced by the Data (Use and Access) Act 2025.
2. Who We Are
Controller: Serenity Youth Services
Registered address: Wormley Hill House, Church Lane, Broxbourne, Hertfordshire, England, EN10 7QQ
Data Protection Lead/DPO: Asif Chaudhery
Email: Hello@serenityyouthservices.co.uk
Telephone: 0203 903 2060
3. What Personal Information We Collect
Depending on how you use our website and services, we may collect and use the following categories of personal information:
· identity and contact information, including name, email address, telephone number and postal address;
· information you submit through contact forms, enquiry forms, referral forms, application forms or other website tools;
· technical information, including IP address, device information, browser type, operating system, approximate location and website log information;
· usage information about how you interact with our website, including pages visited, actions taken and cookie preferences;
· marketing preference information, where you opt in to receive updates from us;
· complaint, enquiry and data rights correspondence;
· any additional information you choose to provide to us.
We ask that you do not provide unnecessary special category information through the website unless we specifically request it and have explained why it is needed. Special category information includes information about health, race or ethnic origin, religious beliefs, political opinions, trade union membership, genetic or biometric data, sex life or sexual orientation.
4. How We Collect Personal Information
We collect personal information directly from you when you complete a form, email us, telephone us, make a complaint, request information, subscribe to communications or otherwise interact with us. We also collect limited technical and usage information automatically when you visit our website, including through cookies and similar technologies as explained in our Cookie Policy.
5. Why We Use Personal Information and Our Lawful Bases
Where we rely on legitimate interests, we balance our interests against your rights and freedoms. You may object to processing based on legitimate interests, although we may continue processing where we have compelling lawful grounds or where processing is needed for legal claims.
6. Recognised Legitimate Interests
Where the law permits reliance on a recognised legitimate interest, we may process personal information for purposes such as preventing crime, safeguarding national security, complying with statutory duties or protecting public security. We will only rely on this basis where it applies to the specific processing activity and we will record the basis for doing so.
7. Cookies and Similar Technologies
Our website may use cookies and similar technologies. Strictly necessary cookies may be used without consent because they are required for the website to work. Some analytics or preference cookies may also be used without prior consent where the law permits this, provided that we give clear information and offer a simple way to object or opt out. Advertising, targeting, profiling, social media and similar tracking cookies will only be used with your consent unless another lawful exception applies. Please see our Cookie Policy for further details.
8. Marketing
We will only send marketing communications where permitted by law. Where we rely on consent, you may withdraw consent at any time. Each marketing email should include an unsubscribe link or clear instructions for opting out. We will not sell your personal information to third parties for marketing purposes.
9. Automated Decision-Making and Profiling
We do not currently make decisions about you based solely on automated processing which produce legal or similarly significant effects. If this changes, we will update this policy and ensure that appropriate safeguards are in place, including providing meaningful information about the decision, allowing you to make representations, challenge the decision and request human intervention where required.
10. Children and Young People
Our website is not intended to be used by children to submit personal information without appropriate adult involvement. If we become aware that a child has provided personal information without appropriate authority, we will take reasonable steps to address this. Where our services relate to children or young people, we will apply appropriate safeguards, use clear language and process information only where we have a lawful basis to do so.
11. Sharing Personal Information
We may share personal information with trusted service providers and professional advisers where necessary. This may include website hosting providers, IT support providers, email providers, analytics providers, professional advisers, regulators, public authorities, law enforcement agencies and other organisations where disclosure is lawful and necessary. We require processors to protect personal information and only process it on our instructions.
12. International Transfers
Where personal information is transferred outside the United Kingdom, we will ensure that appropriate safeguards are in place. This may include an adequacy regulation, the UK International Data Transfer Agreement, the UK Addendum to the EU Standard Contractual Clauses or another lawful transfer mechanism. We will keep any transfer arrangements under review.
13. How Long We Keep Personal Information
We keep personal information only for as long as necessary for the purpose for which it was collected, including to satisfy legal, regulatory, accounting, reporting, safeguarding or dispute resolution requirements. The following periods should be reviewed and adjusted to reflect actual practice before publication.
14. Your Rights
You may have the right to request access to your personal information, correction of inaccurate information, erasure, restriction, objection to processing, data portability, withdrawal of consent and safeguards relating to automated decision-making. These rights are not absolute and may depend on the circumstances and lawful basis for processing.
When responding to a subject access request, we may ask for information needed to confirm your identity and understand the request. We will carry out a reasonable and proportionate search and will normally respond within one month, subject to lawful extensions where the request is complex.
15. Data Protection Complaints
If you are unhappy about how we have handled your personal information, you can complain to us using [Insert privacy/data protection email address] or [Insert postal address]. You do not need to use legal wording or refer to data protection legislation for your complaint to be considered.
We will acknowledge receipt of a data protection complaint within 30 days, make appropriate enquiries, keep you informed where necessary and provide an outcome without undue delay. We may need to verify your identity or authority before disclosing information or taking action.
You also have the right to complain to the Information Commissioner’s Office. The ICO may expect you to raise your complaint with us first and allow us a reasonable opportunity to respond.
16. Security
We use appropriate technical and organisational measures to protect personal information. These may include access controls, confidentiality obligations, staff training, secure hosting, backups, malware protection, encryption where appropriate and breach response procedures.
17. Changes to This Policy
This policy was last updated on 25 June 2026. We may update it from time to time to reflect changes in the law, regulatory guidance, our website or our processing activities.
