Information we collect
We collect information in the following ways:
- Contact forms on the website
- Emails to an @norfolkmediation.co.uk email address
- Enquiries via telephone
- During a mediation assessment and information meeting (MIAM)
- During mediation sessions
- On CVs and job applications
- Employment documentation
- Volunteer applications
- When making a payment or donation
- When you visit our website
When you provide your personal data we will process it in line with UK laws and regulations.
How and why we process personal data
We process personal data for the following reasons:
- Recording enquiries
- Providing information about our service
- Booking mediation sessions
- Contacting you about your bookings and our service for administration purposes
- Maintaining your ‘client file’, recording the content and outcome of the service you receive
- Recording your feedback on our service
- Processing and recording payments from clients and suppliers
- Monitoring the success of our service
- Dealing with queries, complaints or requests
- For recruitment and employment purposes
- To maintain volunteer records
Data is only processed for the purpose it was intended.
We may use any of the data we collect for statistical, research and/ or information analysis. Any such data will be anonymised.
We capture personal detail about your children in order to provide an effective mediation service. We may use anonymised details to help us improve our service, including in research and statistics.
The cookies we use are:
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Data transfers outside the European Union
We do not, on the whole, transfer data outside of the EU. However should this happen we will ensure appropriate safeguards are in place to protect your data.
Employment and Volunteering
If you enquire about a job, apply for a position, volunteer for us, or are employed by Norfolk Family Mediation Service, we will capture personal information for administration and contractual purposes. We process this data to ensure you are eligible to work in the UK, to undertake any DBS checks that may be a requirement for your role, and to create a contract if you are employed.
Enquiries and Complaints
If you make an enquiry or complaint your data will be captured so that we can record the nature and outcome, and in order to monitor and improve our service.
We will only disclose personal data when obliged to do so by law, national security, taxation and criminal investigation, or where it is necessary to provide our service, or where you have given us permission to do so. This includes disclosing data to the Legal Aid Agency should you or your former partner wish to be assessed for and/or to receive Legal aid for mediation. However, if we are investigating a complaint or addressing a safeguarding issue, we may need to share personal information with other relevant bodies. We may also share anonymised statistics and information to help monitor and report on the effectiveness of our work. If we pass on personal data to a third party, we will have data protection agreements in place.
Due to the nature of our service your contact details may be provided to us by a third party, such as a referral agency or ex-partner. In this instance your details will be used in order to contact you about our service; they will not be shared with any third party, except for the reasons above.
Storage & Retention
Client data is stored securely on our client database and on paper files in locked filing cabinets in a secure office. Only authorised persons have access to your data and it is only used for the purpose of providing our service. Anonymised data may be used for statistical, research and monitoring purposes. Data is retained in accordance with a data retention schedule. Files will be retained for up to seven years for legal reasons. Your details will be stored on our database for up to seven years so that we can provide the best possible service to you should you choose to return to use the service again in the future. When data is no longer required for the provision of a service, legal other justifiable reasons, it will be confidentially deleted.
You have the right to see what personal data we hold about you. To request a copy, contact us at:
Norfolk Family Mediation Service
Charing Cross Centre
17-19 St John Maddermarket
For more information on your data rights visit www.ico.org.uk