Privacy policy

Last updated: October 2026

Your privacy and confidentiality are important to us. This notice explains what personal information we collect when you use this website, book an appointment or receive treatment from us, why we collect it, how we look after it and the rights you have under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Who we are

Rob Leather Physiotherapy Ltd is the data controller for the personal information described in this notice. This means we decide how and why your information is used and we are responsible for looking after it.

Rob Leather Physiotherapy Ltd
Number 9, Barshaw Business Park
Leycroft Road
Leicester LE4 1ET

For any question about this notice or your personal information, email rob@robleatherphysio.co.uk or call 07534 334970.

What we collect

We only collect the information we need to respond to you and to provide your care.

• Contact form. Your name, email address, phone number (if you give it), the service you are interested in and your message.
• Online booking. When you book through our online booking system, Cliniko, we receive the details you enter, such as your name, contact details and appointment details.
• Phone and email enquiries. The details you give us when you call or email, and our record of the conversation where it is needed to deal with your enquiry.
• Clinical records. If you become a client, we keep records of your medical history, assessments, diagnosis, treatment and progress, as our professional standards require. This is health information, which the law treats as a special category of personal data.
• Payment and insurance details. Records of the sessions you have paid for and, if you ask us to claim through your private medical insurance, your insurer, policy and pre-authorisation details.

Why we use it and our lawful basis

We use your information for the following purposes, each with a lawful basis under UK GDPR:

• To reply to your enquiry and arrange appointments. This is necessary to take steps at your request before providing a service to you, and for our legitimate interest in responding to people who contact us.
• To assess, treat and rehabilitate you. This is necessary to provide the service you have asked for (performance of a contract). We process your health information because it is necessary for the provision of health care by health professionals who are bound by a duty of confidentiality (UK GDPR Article 9(2)(h)).
• To keep clinical records. This is necessary to meet our legal and professional obligations as registered health professionals.
• To take payment and manage insurance claims. This is necessary to perform our contract with you and, where you ask us to deal with your insurer, to act on that request.
• To run and protect our business. For example, keeping accounts, dealing with complaints and keeping our systems secure, which are in our legitimate interests or required by law.

We do not use your information for marketing without your consent, and we do not make decisions about you by automated means.

Who we share it with

We never sell your personal information. We only share it where needed, with:

• Cliniko, our online booking and practice management system, which stores appointment and client records on our behalf.
• Our email and website service providers, which host this website and deliver contact form messages and emails to us.
• Your private medical insurer, only when you ask us to claim or arrange pre-authorisation for you.
• Other health professionals, such as your GP, a consultant or a specialist we refer you to, with your agreement and only as needed for your care.
• Authorities and regulators, where the law requires it, for example in response to a court order or to protect someone from serious harm.

Our service providers act on our instructions and must keep your information secure and confidential. Some of them may store data outside the UK. Where they do, we make sure appropriate safeguards are in place, as required by UK data protection law.

How long we keep it

• Clinical records are kept for the periods set out in guidance from the Chartered Society of Physiotherapy (CSP) and the standards of the Health and Care Professions Council (HCPC). Records for children are kept for longer, in line with that guidance.
• Enquiries that do not lead to an appointment are kept for a reasonable period so we can follow up your request, and then deleted.
• Financial records are kept for as long as tax and accounting law requires.

When information is no longer needed, we delete or destroy it securely.

Your rights

Under UK data protection law you have the right to:

• ask for a copy of the personal information we hold about you;
• ask us to correct information that is wrong or incomplete;
• ask us to delete your information, where we no longer have a reason to keep it;
• ask us to restrict how we use your information;
• object to us using your information where we rely on our legitimate interests;
• ask for information you gave us to be transferred to another organisation;
• withdraw your consent at any time, where we rely on consent.

Some rights have limits. For example, we may need to keep clinical records even if you ask us to delete them, because professional standards require it. To use any of your rights, email rob@robleatherphysio.co.uk. There is normally no charge, and we will reply within one month.

Cookies

This website does not use tracking, advertising or analytics cookies, and we do not track you across other websites.

Our contact page shows an embedded Google map. When it loads, Google may set its own cookies, which are covered by Google's privacy policy. Our online booking system, Cliniko, opens on its own website and is covered by Cliniko's privacy policy.

Links to other websites

This website links to other websites, such as our social media pages. These are outside our control and are not covered by this notice, so we suggest you read the privacy information on any website you visit.

Security

We take all reasonable precautions to protect your personal information from loss, misuse and unauthorised access. This website is served over an encrypted connection, access to client records is limited to the team members who need it, and our clinical records are held in a secure, password-protected system. All our clinicians are bound by professional duties of confidentiality.

Contact us or complain to the ICO

If you have a question or concern about how we use your personal information, please contact us first at rob@robleatherphysio.co.uk and we will do our best to help.

You also have the right to complain to the Information Commissioner's Office (ICO), the UK regulator for data protection, at ico.org.uk (opens in a new tab) or on 0303 123 1113.

We may update this notice from time to time. The latest version will always be on this page.

Complaints policy

If your experience with Rob Leather Physiotherapy has not been up to the standard you expected, we want to know so we can put it right. Please send your feedback to rob@robleatherphysio.co.uk, and you will receive a response to your concerns within 5 working days.