Privacy Policy & Complaints Procedure
Your Privacy & How We Use Your Data
Expert Podiatry - Paul Donnelly
Who is responsible for your data?
Paul Donnelly, trading as Expert Podiatry, is your data controller when treating you at Encore Wellness (Needham Market) Albany Health (Woodbridge) and Sudbury Physiotherapy Centre (Sudbury). When treating you at Reflex 18 (Colchester) and Chelmsford Physiotherapy (Chelmsford) then the clinic is the data controller and their separate privacy policy documents are linked here:
Chelmsford Physiotherapy Privacy Policy
You can contact Paul or his PA at:
pa@expertpodiatry.co.uk
01473 561 171
Albany Health, Albany Villa, Melton Rd, Melton, Woodbridge IP12 1PD
What information we collect
When you become a patient, we collect:
Your name, address, date of birth and contact details
Your GP's name and practice
Your medical history and any relevant health conditions
Clinical notes from your appointments
Appointment and billing records
Why we collect it and our legal basis
We collect this information to provide you with safe, effective podiatry treatment. As a registered health professional, we are legally permitted to process your health data under UK GDPR Article 9 - healthcare provision. Your health records are classed as special category data and are given extra legal protection.
Where your appointments take place
Paul practises from a number of clinic locations which can be found here. Your records are held centrally and securely by Expert Podiatry when you are treated at his Woodbridge, Needham Market or Sudbury locations. When Paul treats you at Reflex 18 and Chelmsford Physiotheraphy they have their own privacy policy and data control and collection policies.
Chelmsford Physio privacy policy
Who we may share your data with
We will only share your information where necessary:
Your GP or another healthcare professional involved in your care
A parent or guardian if you are under 16
Third parties we use to run our practice (e.g. appointment or records software) - these providers are contractually bound to keep your data secure
We will never sell your data or share it for marketing purposes.
How long we keep your records
Adults: a minimum of 8 years from your last appointment
Children: until age 25, or 8 years from your last appointment — whichever is longer
After this period your records are securely and permanently destroyed.
Your rights
You have the right to:
Access a copy of the data we hold about you
Correct any inaccurate information
Request deletion of your data (note: we may need to keep records for the legally required period)
Object to how your data is used
Complain to the Information Commissioner's Office (ICO) at ico.org.uk or 0303 123 1113
To exercise any of these rights, contact Paul at pa@expertpodiatry.co.uk or 01473 561 171.
Keeping your data safe
Your records are stored securely using encrypted systems. Access is restricted to Paul and his PA administer only. Paper records, if used, are kept locked and disposed of securely.
Changes to this notice
This notice may be updated from time to time. The current version is always available on request.
Expert Podiatry is registered with the Information Commissioner's Office. Registration number:
Last updated: June 2026
Complaints Procedure
Expert Podiatry - Paul Donnelly
Our commitment
Expert Podiatry is committed to providing a high standard of care. If something hasn't met your expectations, we want to know so we can put it right.
Step 1 - Contact Paul directly
Most concerns can be resolved quickly by speaking with Paul.
📧 pa@expertpodiatry.co.uk
📞 01473 561 171
📮 Albany Health, Albany Villa, Melton Rd, Melton, Woodbridge IP12 1PD
If you'd prefer to write, you can send a letter to the address above. Please mark it Private & Confidential.
What happens next
Paul will acknowledge your complaint within 3 working days of receiving it
He will investigate and respond fully within 21 working days
If it's going to take longer, he will let you know why and give you a new timeframe
Step 2 - If you're not satisfied
If Paul hasn't been able to resolve your complaint, you can escalate to:
The Health and Care Professions Council (HCPC)
Registration Number: HCPC No:- CH32086 | Paul Donnelly HCPC BSc(Hons) MChS
The HCPC regulates podiatrists in the UK and can investigate concerns about professional conduct or fitness to practise.
🌐 hcpc-uk.org
📞 0300 500 6184
The Information Commissioner's Office (ICO)
For complaints specifically about how your personal data has been handled.
🌐 ico.org.uk
📞 0303 123 1113
Confidentiality
All complaints are handled in strict confidence. Raising a complaint will not affect the quality of care you receive.
Learning from complaints
Paul reviews all complaints to improve the service. Feedback - positive or negative - is always welcome.
Last updated: June 2026