This privacy notice tells you what to expect us to do with your personal information.
Contact Us
Email: elizabeth@willowvassistance.com
Phone: 07517158029
Address: 16 Victory Way, Romford, Essex, RM7 8PB, UK
What information we collect, use, and why
We collect or use the following information to provide and improve products and services for clients:
We collect or use the following personal information for the operation of client or customer accounts:
Lawful bases and data protection rights
Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.
Which lawful basis we rely on may affect your data protection rights which are in brief set out below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:
If you make a request, we must respond to you without undue delay and in any event within one month.
To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.
Our lawful bases for the collection and use of your data
Our lawful bases for collecting or using personal information to provide and improve products and services for clients are:
Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
Our lawful bases for collecting or using personal information for the operation of client or customer accounts are:
Where we get personal information from
Directly from you
How long we keep information
We only keep your information for as long as is necessary. Information will be kept for a maximum of 2 years following the last communication sent, or 5 years following the end of a client contract.
Who we share information with
Organisations we’re legally obliged to share personal information with.
How to Make a Data Protection Complaint
Your right to complain
From 19 June 2026, under the Data (Use and Access) Act 2025, you have a statutory right to raise a data protection complaint directly with us. We take all such complaints seriously and are committed to resolving them promptly and fairly.
A data protection complaint is any concern you have about how we have collected, used, stored, shared, or otherwise handled your personal data. Examples include concerns about how we responded to a data subject access request, the security measures applied to your data, or how we have been processing your personal data.
How to submit your complaint
You can submit a data protection complaint by email, or phone. Please use whichever method is most convenient for you:
We will also accept complaints submitted via social media, though please note that for security reasons we will not share substantive information about your complaint via social media channels.
If you are making a complaint on behalf of someone else, we may need to verify that you are authorised to act on their behalf before we can investigate.
What happens after you complain
Once we receive your complaint, we will acknowledge it within 30 days. Our acknowledgement will confirm receipt and that we are looking into the matter.
The 30-day acknowledgement period begins the day after we receive your complaint, including weekends and public holidays. If the 30th day falls on a weekend or public holiday, we will send our acknowledgement the following working day.
Following acknowledgement, we will:
Escalating your complaint to the ICO
Under the new Act, we ask that you raise your complaint with us first before escalating it to the Information Commissioner's Office (ICO). This gives us the opportunity to resolve the matter directly with you.
If you remain dissatisfied with our response, or if we have not resolved your complaint within a reasonable time, you have the right to escalate your complaint to the ICO:
Things to include in your complaint
To help us investigate as quickly as possible, please include:
Last updated
16th June 2026