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Privacy Policy for Flexibility Matters Physiotherapy's Client

Last revised Aug 2023    



For the purpose of the DPA and GDPR the Data Controller is Flexibility Matters Ltd trading as Flexibility Matters Physiotherapy. Our registration Number in the Data Protection Public Register is ZB336660. Flexibility Matters Ltd is committed to protecting your personal information and being transparent about what information we hold in accordance with the Data Protection Act and the General Data Protection Regulations. 

Definitions of terms within this privacy notice ‘we’, our’, ‘us’, ‘Company’ is a direct reference to Flexibility Matters Ltd.  


2.       OVERVIEW

This Policy applies specifically to information held about clients Flexibility Matters Physiotherapy. This privacy policy applies to the Flexibility Matters Physiotherapy’s website (the “Website”). At Flexibility Matters Physiotherapy take your privacy seriously. This policy covers the collection, processing and other use of personal data under the Data Protection Act 1998 (“DPA”) and the General Data Protection Regulations (“GDPR”), that comes into force on 25th May 2018.



Your privacy is important to Flexibility Matters Physiotherapy. We developed this privacy statement to inform you how we use the personal data we collect from you via paper records and our Cliniko Online page. This is the only part of our website that collects any data on you and the only data collected is that which is provided by you.

“Personal data” is information relating to an identified or identifiable natural person.

By using the Website you consent to this policy.



We will collect personal data on this Website only if it is directly provided to us by you the user via the registration form, for example, your name, e-mail address, telephone number and gender, and any other personal information you freely give in both the appointment option message and registration information, and therefore has been provided by you with your consent. 


We will collect sensitive personal data on your medical history, and record information after your treatment on what has been medically diagnosed and what treatment has taken place during your session. Anything you disclose during treatment may be recorded in your notes if deemed appropriate. The clinic uses both electronic and paper records where your data may be stored.

We also use analytical and statistical tools that monitor details of your visits to our website and the resources that you access, including, but not limited to, traffic data, location data, weblogs and other communication data (but this data will not identify you personally). 


We may hold and process personal sensitive data that you provide to us in accordance with the DPA and GDPR. 

We will use staff data for all purposes associated with the administration of the service provider /customer contract and relationships. The purposes for which we may use your data (including sensitive personal information) we collect during a customer’s association with us include: 

  • maintaining customer records 

  • administering finance (e.g. customer sales) 

  • providing health treatments and services 

  • complying with statutory requirements (e.g. monitoring equal opportunities and processing and responding to subject access requests and information requests and complying with our obligations under our publication scheme) 

  • carrying out research, surveys and statistical analysis (including using third-party data processors to carry out benchmarking and surveys for us) 

  • providing operational information 

  • promoting our services and other operational reasons on our website where appropriate, handling external business calls via our reception team and any enquiry service we may use and taking or commissioning photographs or films on campus or at TL events for promotional purposes) 

  • safeguarding and promoting the welfare of customers

  • ensuring the safety and security of our customers preventing and detecting crime

  • dealing with complaints

  • carrying out audits

The information that we collect and store relating to you is primarily used to enable us to provide our services to you, and to meet our contractual commitments to you. 

If you have consented, we may use the information you have given to contact you with services and products that we can provide. 



We may disclose your information to regulatory bodies to enable us to comply with the law and to assist fraud protection and minimise credit risk.



As we use remote servers, which may be based outside of the EEA, for our Website and Email system, the information you provide to us via the registration form may be transferred to and stored in countries outside of the European Economic Area (EEA) – this is generally the nature of data stored in “the Cloud”. It may also be processed by staff operating outside the EEA who work for one of our suppliers, e.g. our website server host, or work for us when temporarily outside of the EEA.


You have the right to opt-out of our processing of your personal data for marketing purposes by contacting us


8.       SECURITY

The transmission of information via the Internet or email is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of data while you are transmitting it to our site; any such transmission is at your own risk. Once we have received your personal data, we will use strict procedures and security features to try to prevent unauthorised access.



You might find links to third-party websites on our website. These websites should have their own privacy policies, which you should check. We do not accept any responsibility or liability for their policies whatsoever as we have no control over them.


This website uses cookies. A cookie is a file containing an identifier (a string of letters and numbers) that is sent by a web server to a web browser and is stored by the browser. The identifier is then sent back to the server each time the browser requests a page from the server. You can read more about cookies at The cookies we use allow us to monitor the use of the website and to improve our service offering.

Cookies may be either “persistent” cookies or “session” cookies: a persistent cookie will be stored by a web browser and will remain valid until its set expiry date unless deleted by the user before the expiry date; a session cookie, on the other hand, will expire at the end of the user session, when the web browser is closed.


Cookies do not typically contain any information that personally identifies a user, but personal information that we store about you may be linked to the information stored in and obtained from cookies.


Most browsers allow you to refuse to accept cookies and to delete cookies. The methods for doing so vary from browser to browser, and from version to version. You can obtain up-to-date information about blocking and deleting cookies at

Some of the more significant individual cookies we use and the purposes for which we use them are:

  • Google Analytics: We use Google Analytics to analyse the use of the website. Google Analytics gathers information about the website use by means of cookies. The information gathered relating to the website is used to create reports about the use of the website. Google’s privacy policy is available at:

  • Google Adwords: We use Google Adwords conversion tracking. Google Adwords cookies enable the recognition of users transferred to our website having clicked on an Adwords advert. The information gathered is used to create reports about the performance of Adwords adverts. Google’s privacy policy is available at:


Please note that third parties (including, for example, advertising networks and providers of external services like web traffic analysis services) may also use cookies, over which we have no control. These cookies are likely to be analytical/performance cookies or targeting cookies. For example, when displaying our Twitter timeline on the website Twitter will use their own cookies. 




The DPA and GDPR give you the right to access information held about you by us. Please write to us or contact us by email if you wish to request confirmation of what personal information we hold relating to you. You can write to us by emailing

There is no charge for requesting that we provide you with details of the personal data that we hold. We will provide this information within one month of your requesting the data. 

If you have not entered into a contract with us to provide you with health services, you have the right to change the permissions that you have given us in relation to how we may use your data. You also have the right to request that we cease using your data or that we delete all personal data records that we hold relating to you. You can exercise these rights at any time by writing to us at the address by email to




We may update these policies to reflect changes to the website and customer feedback. Please regularly review these policies to be informed of how we are protecting your personal data. 



We welcome any queries, comments or requests you may have regarding this Privacy Policy. Please do not hesitate to contact us at

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