Last updated: August 2026

Motion Remedy is the trading name of Balancing Health Limited, a company registered in England and Wales (number 14121183) with its registered office at 27a Station Lane, Hornchurch, Essex, RM12 6JL.

We are the data controller for the personal information described in this policy. We are registered with the Information Commissioner’s Office under reference ZB876438.

Contact for data protection matters:
Email: [email protected]
Post: Data Protection, Motion Remedy, 27a Station Lane, Hornchurch, Essex, RM12 6JL
Telephone: 01708 898950

This policy explains what information we hold about you, why we hold it, how long we keep it, who we share it with, and what rights you have.

1. Information we collect

1.1 When you contact us or book

• Name
• Email address
• Telephone number
• Appointment details and booking history
• Payment confirmation (we do not see or store your full card details — these are handled by our payment provider)
• Any message you send us

1.2 When you attend for treatment — health information

Before your first treatment we ask you to complete a consultation form. During and after treatment your therapist records clinical notes. Together this may include medical history and current conditions, medication you are taking, injuries, pain, symptoms and areas of concern, postural assessment findings, pregnancy status and stage, the treatment given and your response to it, aftercare advice, and any referrals or recommendations made.

This is “special category data” under the UK GDPR and we apply additional protections to it, set out in section 3.

1.3 CCTV

We operate CCTV in the reception and common areas of our clinic for the safety and security of clients and staff. There are no cameras in treatment rooms, changing areas or toilets.

Footage is retained for up to 30 days and then automatically overwritten, unless it is needed for an ongoing investigation or legal claim. Access is restricted to the company directors. Signage is displayed at the entrance.

1.4 Website information

When you visit our website we may collect your IP address, browser and device type, the pages you view, and how you arrived at the site. See section 10 for detail on cookies.

2. Why we use your information, and our lawful basis

• Taking and managing your booking, taking payment, sending confirmations and reminders — performance of our contract with you, UK GDPR Article 6(1)(b).
• Keeping clinical records of your treatment — legal obligation and legitimate interests, Article 6(1)(c) and 6(1)(f): meeting our professional and insurance obligations.
• Providing treatment letters or invoices for insurance claims — contract, at your request.
• Responding to complaints or defending legal claims — legitimate interests, Article 6(1)(f).
• Accounting, VAT and tax records — legal obligation, Article 6(1)(c).
• CCTV for safety and crime prevention — legitimate interests, Article 6(1)(f).
• Marketing emails or texts about our services — consent, Article 6(1)(a). You can withdraw it at any time.

3. Health information — our additional conditions

Health information is special category data. In addition to a lawful basis above, we rely on:

• UK GDPR Article 9(2)(h) — processing necessary for the provision of health or social care or treatment, by or under the responsibility of a professional subject to a duty of confidentiality; and
• Data Protection Act 2018, Schedule 1, Part 1, paragraph 2 — health or social care purposes.

Where we process health data for the purposes of establishing, exercising or defending a legal claim, we rely on Article 9(2)(f).

Appropriate Policy Document. As required by the Data Protection Act 2018, we maintain an Appropriate Policy Document setting out our procedures for complying with the data protection principles when processing special category data, and our retention and erasure policies. A copy is available on request from [email protected].

All our therapists are bound by a professional duty of confidentiality under the codes of conduct of their registering bodies.

4. Who we share your information with

We do not sell your information. We never share your clinical records for marketing. We share information with the following, only as necessary:

• Fresha — online booking, appointment management, payment processing and gift cards
• Treatwell — online booking
• UENI Limited — website hosting and contact form
• Google (Analytics, Tag Manager, reCAPTCHA) — website analytics and spam prevention
• Meta (Facebook, Instagram) — advertising measurement
• Our payment provider — card payment processing
• Our accountant — bookkeeping, VAT and statutory accounts
• Our insurers and legal advisers — only where a claim or complaint arises
• Your insurer or health cash plan — only where you ask us to provide a treatment letter or invoice

We may also disclose information where we are legally required to — for example to a court, regulator, or the police.

Transfers outside the UK. Some of our service providers process data outside the UK. Where they do, we rely on UK adequacy regulations or on the International Data Transfer Agreement or Addendum approved by the UK government, so your information receives an equivalent standard of protection.

5. How long we keep your information

• Clinical records — adults: 8 years after your last treatment
• Clinical records — clients under 18: until their 25th birthday, or 8 years after their last treatment, whichever is longer
• Booking and contact records (non-clinical): 2 years after your last appointment
• Accounting and VAT records: 6 years from the end of the relevant accounting period
• Marketing consents: until you withdraw consent, then a suppression record only
• CCTV footage: up to 30 days
• Complaints records: 6 years from resolution
• Website contact form enquiries: 12 months

We keep clinical records for this period because our professional bodies and our insurers require it, and because it protects both you and us if a question arises about your treatment later. This means we may not be able to delete your clinical records on request — see section 6.

6. Your rights

Under the UK GDPR you have the right to be informed about how we use your information, to access the information we hold about you, to have inaccurate information corrected, to ask us to delete your information, to restrict processing in certain circumstances, to data portability, to object to processing based on legitimate interests, and to withdraw consent at any time where we rely on consent.

The right to erasure is limited where we must keep clinical or accounting records for the periods set out in section 5.

To exercise any of these, email [email protected]. We will respond within one month. There is no charge. We may ask you to confirm your identity first.

Complaints. If you are unhappy with how we have handled your information, please contact us first so we can put it right. You also have the right to complain to the Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF — helpline 0303 123 1113, or ico.org.uk/make-a-complaint.

7. How we protect your information

• Clinical records are stored securely and accessed only by your therapist and the company directors.
• Our systems are password-protected and access is limited to those who need it.
• Our clinic iPad is managed and secured under Apple Business Manager.
• Staff receive guidance on confidentiality and data handling.
• We keep our systems and software up to date.

8. Marketing

We will only send you marketing by email or text if you have agreed to it. Every message includes an unsubscribe link, and you can opt out at any time by replying or emailing us. We will never use your clinical information to target marketing.

9. Clients under 18

We treat clients under 18 where a parent or legal guardian consents in writing and remains present in the treatment room throughout the appointment.

• The consultation form is completed and signed by the parent or legal guardian, who provides the medical information.
• We collect no more information about the young person than we need to treat them safely.
• Their clinical records are held under the extended retention period set out in section 5.
• The parent or legal guardian may exercise the rights in section 6 on the young person’s behalf, and the young person may exercise them themselves once they are old enough to understand what they are asking for.
• We do not send marketing to anyone under 18.

Our website and online booking are intended to be used by adults. Bookings for under-18s should be made by telephone.

10. Cookies

Cookies are small files placed on your device when you visit a website.

Essential cookies are needed for the site to work — keeping your session active and keeping our contact form secure. These include Google reCAPTCHA, which prevents automated spam through the form.

Analytics and advertising cookies. Our website currently loads Google Analytics and Google Tag Manager, which count visitors and show us which pages are used, and Meta (Facebook and Instagram) tools, which measure whether our social media advertising is working.

You can block or delete cookies through your browser settings at any time, though this may affect how the site works. Guidance for all major browsers is available at ico.org.uk/for-the-public/online/cookies. You can opt out of Google Analytics specifically using Google’s browser add-on.

We are working with our website provider to add a cookie consent tool so that you can control non-essential cookies directly from this site. This page will be updated when it is in place.

Booking through Fresha takes place on Fresha’s own platform, which sets its own cookies. Please see Fresha’s privacy and cookie policies for details.

11. Changes to this policy

We may update this policy. The current version is always published here with the date it was last updated. Where changes are significant, we will tell you.