Privacy policy

I am Lisa Booth, a sole trader trading as LB LIVEWELL. I decide how personal information is used for this business and am its data controller.

For privacy questions, requests or complaints, email lisa@lblivewell.com.

Business address: 124 City Road, London, EC1V 2NX.

My coaching service is for adults aged 18 and over who live in the United Kingdom. It supports everyday health and wellbeing goals. It does not provide emergency care, medical diagnosis or advice about medication.

I collect information directly from you when you enquire, arrange a call or work with me. This can include:

• Your name, email address, contact number and communication preferences.
• Your enquiry topic, a brief description of the support you are looking for, and appointment arrangements.
• Confirmation that you are 18 or over, your coaching agreement and a record of its acceptance.
• Brief coaching notes about your goals, relevant circumstances, what we discussed, actions you chose and progress you report.
• Relevant information you provide in completed worksheets, and personalised follow-up notes or agreed actions sent to you as part of coaching, where needed for our work together.
• Payment and accounting records, such as payer name, payment reference, amount and date. Payment is by bank transfer; I do not collect card numbers through the website.
• An emergency contact's name and telephone number, supplied by you when you become a client.
• Any testimonial wording and first name you specifically agree I may publish.

I do not routinely ask for a date of birth, home address, detailed medical history, diagnoses or medication list. Health information may nevertheless arise in an enquiry or coaching conversation. I limit what I record to what is necessary for the agreed coaching purpose.

Coaching sessions are not recorded or transcribed. I do not use AI meeting assistants to record or transcribe sessions.

Please use the website form, email and WhatsApp for general enquiries and practical arrangements, rather than detailed medical information. The website form requests a call; it does not reserve an appointment automatically. There is no external booking calendar.

As part of your coaching, I may email you relevant wellbeing resources, worksheets and agreed follow-up information. These are communications with you about your coaching, not marketing. Where this involves personal information, I use only what is needed for the agreed purpose. The safeguards described under “Health and wellbeing information” also apply to any health details included.

Different activities have different legal bases under UK data-protection law:

Responding to a request about coaching, checking suitability and arranging the service

Steps you request before a contract, or carrying out our coaching contract: Article 6(1)(b).

Answering other general business enquiries

Legitimate interests in responding and running the business: Article 6(1)(f).

Appointment administration, agreements, ordinary coaching records, and providing agreed resources, worksheets and follow-up information to you

Carrying out our agreement: Article 6(1)(b). The additional protection for health information is explained below.

Keeping necessary tax/payment records

Complying with legal obligations: Article 6(1)(c).

Holding a nominated emergency contact's details

Legitimate interests in having a proportionate safety contact for the coaching relationship: Article 6(1)(f).

Necessary administration with an employer funding coaching

Legitimate interests in administering the funded service: Article 6(1)(f). This does not authorise disclosure of coaching content.

Publishing an agreed testimonial

Your consent: Article 6(1)(a), with separate explicit consent if the wording reveals health or other special-category information.

Protecting the website and preventing abuse

Legitimate interests in a reliable, secure service: Article 6(1)(f).

Dealing with privacy complaints and information-rights requests

Legal obligations: Article 6(1)(c).

Establishing, exercising or defending legal claims

Legitimate interests: Article 6(1)(f), and Article 9(2)(f) where relevant health information is necessary.

Where information is needed to arrange or provide your chosen service, I may be unable to do that without it. Optional information and testimonial consent are not conditions of receiving coaching.

Health information has additional protection under UK GDPR. I obtain your explicit consent under Article 9(2)(a) before using relevant health information for coaching. This is separate from agreeing to payment or cancellation terms and is additional to the ordinary legal bases above.

You can withdraw that consent by contacting me. This does not undo earlier lawful use. I would stop the consent-based use and discuss whether the coaching could continue without that information. A limited record may still need to be retained or used for a separate, applicable purpose, such as a legal claim; I would explain that purpose and basis.

If an unsolicited message contains sensitive information I do not need, I will avoid copying it into further systems and remove unnecessary details. Where relevant health information is needed for coaching, I will explain its use and resolve the appropriate permission before retaining or using it for that purpose.

I have routine access to your coaching notes. Nathan's website work does not require routine access to those notes. Technical providers process information needed to operate the relevant systems, subject to their actual role and safeguards.

At your request, I may share agreed relevant information with your GP or another professional. I do not routinely send them updates.

Where necessary and lawful for a complaint, insurance matter or legal claim, I may share relevant information with my insurer or professional advisers. This is limited to what that purpose requires.

If your employer funds coaching, I provide only necessary administration, such as invoices and the number of sessions supplied. I do not provide reports about what you discuss, your goals, health, progress or coaching notes, including reports that summarise those discussions.

Confidentiality is not absolute. I may need to disclose limited information where legally required or where a lawful, necessary disclosure is justified to respond to an immediate risk to life. This may include contacting emergency services or an appropriate nominated contact. Where appropriate and safe, I will discuss this with you. Only relevant information would be shared.

An emergency contact's details come from the client who nominates them. I use those details for that limited purpose. Emergency contacts have their own information rights and may contact me using the address above.

I use Google Workspace for business email and Google Drive for client records. Remote sessions use Google Meet or Zoom, as agreed for the session. Other providers support website hosting, enquiry delivery, telephone calls, practical messages through WhatsApp, bank payments and secure backups. They receive only information relevant to their role. Some providers also use certain information for their own legal or service purposes under their privacy policies.

Some service providers process information outside the UK. Where I make a restricted international transfer, I use a recognised adequacy arrangement or appropriate safeguards, such as approved contractual protections, as applicable. You can contact me for details of the arrangements relevant to your information and how to obtain a copy of the safeguards.

I use the following retention periods and review records so that I keep only what is necessary:

• Enquiries that do not lead to coaching: normally three months after the last meaningful contact.
• Routine appointment messages: normally 30 days after the appointment or the arrangement is resolved. Information needed for an agreement, payment or coaching record follows the relevant period below.
• Core coaching records and agreements: at least seven years from the relevant session, in line with my insurance requirements, or longer where an applicable professional standard requires it. I review the information retained and the lawful grounds for keeping it; this does not mean keeping every incidental health detail.
• Emergency-contact details: until coaching ends or the details are replaced, unless needed within a justified incident record.
• Tax and accounting records: normally at least five years after the 31 January filing deadline for the relevant tax year, with longer periods where required by HMRC.
• Testimonials: published while permission remains and the material remains appropriate, with an annual review. I retain only necessary evidence of permission or withdrawal for accountability.

Personalised worksheets and follow-up notes that are necessary parts of the coaching record follow the core coaching-record retention period. Purely practical messages follow the routine appointment-message period. I do not keep unnecessary duplicate copies simply because they were sent by email.

I may retain relevant information longer for a legal obligation, complaint or legal claim, recording why it is needed. Website security logs are retained for the period necessary to investigate abuse and maintain security, taking account of the provider's configured retention period. Deleted information in backups is removed through the backup rotation and is not used for ordinary business purposes. If a backup is restored, relevant deletions are reapplied.

Coaching records are kept separately from routine email and WhatsApp, with access limited to Lisa, strong account protection, encryption, secure backups and controlled deletion. Technical support access is limited to what is necessary and recorded. No system can be guaranteed completely secure.

This website does not use optional visitor analytics or advertising trackers. Essential hosting/security processing can still involve technical information such as an IP address and request details.

Enquiring or becoming a client does not subscribe you to marketing. Marketing/newsletters are not part of the initial launch. I will not routinely contact former clients to check in unless they contact me first or separately opt into future marketing. Agreed follow-up resources that form part of your coaching are service communications, even if sent after your last session. Necessary administration, rights requests or legal matters may still require contact.

Depending on the circumstances, you can request access to your information, correction, deletion, restriction or a portable copy. You can withdraw consent where I rely on it. Rights are not absolute; I will explain any lawful reason that limits a request.

You can object to uses based on legitimate interests. You can also object to direct marketing at any time if it is introduced.

Contact lisa@lblivewell.com. I may need proportionate information to verify your identity. I will normally respond to a rights request within one calendar month, explaining any lawful extension or other timing adjustment.

You can complain directly to me about handling your information. I aim to acknowledge a complaint within five working days and provide a full response within 20 working days where possible. I will acknowledge privacy complaints no later than 30 days after receipt, keep you informed if an investigation takes longer, and communicate the outcome without undue delay. These service targets do not replace the separate deadlines for information-rights requests. You also have the right to complain to the Information Commissioner's Office.

I will update this policy when the way I handle information changes and explain material changes at the appropriate time.

Policy prepared: 2 October 2026.