Privacy Policy
Privacy Policy
Your Information and Data Protection
1 ABOUT THIS US AND THIS POLICY
SEND Teach Ltd whose registered office address is 124 City Road, London, England, EC1V 2NX.
Our email address is enquiries@sendteach.co.uk and our website is www.sendteach.co.uk
(1) Why we have a privacy policy
Your privacy is important to us and this Privacy Policy is an overview to explain how we process (collect, use and hold) personal data (any information that identifies, or could reasonably be used to identify you) and comply with our legal obligations. Please read through the policy carefully and if you have any queries, email enquiries@sendteach.co.uk or look at section 2 below to find alternative ways to contact us.
We also use cookies on our website - see SquareSpace’s separate Cookie Policy
(2) Making changes to this Privacy Policy
The policy applies when you use our Website and our Tutoring Services (this includes our Tutoring Resources such as Social Situation Stories and teaching resources).
This policy was last updated on 7th July 2026
We may make changes to the policy (for example to keep up with changes in the law) so we advise you to check the policy as you use the Website and Tutoring Services, although we will let you know about material changes. However, if we make a significant change (for example use your personal data in a way which you wouldn’t expect) then we will actively let you know, for example, by emailing you.
2 CONTACTING US
Who do I contact about personal data or if I change my mind about how you can use it?
The person responsible for our data protection is Genevieve McNamara whom you can contact if you need any help or information about this policy or about how we collect and use personal data
By Post/mail: SEND Teach Ltd, 124 City Road, London, England, EC1V 2NX.
By Email: enquiries@sendteach.co.uk
3 COLLECTING PERSONAL DATA
Personal data is any information which could identify you, including your name, address and email address and IP address. Special category data is more sensitive, such as information about health or ethnic origin. This could include any information which you give us regarding SEND (Special Education Needs and Disabilities).
As a Tutor, an adult usually gives us the information that we need to provide Tutoring Services to a child or young person (the Student). This must be on the basis that the adult has parental responsibility (for Students subject to Court Orders this may be a legal authority) for that Student and, where the Student has sufficient understanding, has consented to this being done. So when we use the word ‘you’ or refer to your personal data and information in this policy we also include personal data and information about the Student which is provided to us.
However, we are aware that each and every Student has the same rights as an adult over their personal data and we also provide a Student’s Privacy Policy which Students may prefer to read.
Depending on how you use the Website, our Tutoring Services and anything which we provide to you, we collect a range of personal data from you, including your name and contact information (such as your address, telephone number and email) as well as other information which you choose to give us as you use the Website and our Tutoring Services. You may also choose (consent) to give us special category personal information so that we can provide Tutoring Services to you as you require. You do not have to provide us with any special category data but you need to be aware that Tutoring Services are based on the information which you give us. Therefore, if you choose not to share SEND information we will not be able to provide tutoring which takes this into account.
(1) What personal data do you collect?
We collect different types of personal data (any information that could identify you) but on the basis that we collect the minimum amount of data that we need. We may collect your personal data from you in the following ways:
Identification and contact information – such as your name and contact details (address, email, telephone number), date of birth, gender, and information when you register on the website, apply for a job with us or start to work with us.
Optional Information which you choose (consent) to give us and allow us to use so we can provide you with our Tutoring Services. This may include Special Categories of personal data (such as health information or SEND information).
Additional information you give to us, such as, for example, when you subscribe to a newsletter or take part in a survey or competition. This could be using the website directly or through social media, for example, if we run a social media survey (when the social media platform’s privacy policy will also apply).
Customer Service Information you give to us when you ask us for any help and support.
Accounting and transaction data relating to what you buy from us and the running of our business and paying taxes (financial information is often anonymised – for example, we do not receive card details when you use one to pay us).
Information from others which you ask or authorise them to provide to us. For example, from someone with parental guidance who provides information on behalf of a student or from your employer where we provide Tutoring Services to your organisation or referrals from our clients and suppliers.
Marketing information and preferences.
Technical and website use information such as IP (Internet Protocol) address, log-in data, browser information (type and version), location and time-zone settings, operating system and platform data, as well as data on how you use our website and access partner websites, products, and services and error reporting. Please also see our Cookie Policy.
Statistical information such as information that forms part of the aggregate information. So, for example, we may combine (aggregate) information about how you use the website and use it to share with our partners so we can bring the best discounts and offers to our website.
Publicly available data such as information you share on social media.
If you choose not to provide us with personal data, we may be unable to provide some Tutoring Services to you. For example, without your email address we will not be able to use email which may be needed to provide our Tutoring Services.
(2) How do you collect personal data?
We may collect your personal data from you in the following ways:-
Information you provide to us when you buy from us or ask us to provide Tutoring Services to you.
Forms you complete, such as when you register with us.
The information you provide when you communicate with us such as during a meeting or session or by email or telephone.
Information you provide when using our website (such as when you ask us to help or provide support or give us feedback) or social media (for example, you may comment on one of our blogs or social media posts).
Any surveys or feedback requests which you choose to complete or competitions which you choose to enter.
Information we receive when you visit our website from another website or from social media (such as Instagram or LinkedIn).
If one of the people who work for us give us your contact details as their referee or emergency contact.
Automated information about your visits to our website which will include (but are not limited to) your IP address, online tracking such as location, browser and type of device you use, as well as automated technology which collects technical information about your equipment and internet use (please also see SquareSpace’s Cookie Policy ).
Online sessions are recorded and saved to the Pencil Spaces cloud for the purposes of Safeguarding, and in case of a complaint. Recordings are deleted after 90 days.
4 USING (PROCESSING) AND SHARING PERSONAL DATA
(1) How do you use personal data?
We collect and use personal information in a variety of ways, including when we:
Supply you Tutoring Services which you have asked us for and to fulfil our contractual obligations to you.
Send you any information you have asked for or which may interest you, where you have consented to this happening, or information we need to tell you about.
Manage our relationship and communicate with you, including letting you know about important changes.
Carry out a credit check where you have specifically agreed that we can.
Deal with any request for help or answer your queries and customer support generally.
Interact and respond to you on social media.
Give you the best user experience and to enable you to participate in any interactive features of our Website.
Ask third parties to provide services to us including professional advisors, IT (including cloud providers), marketing, and outsourced services to help run our business properly and efficiently.
Have your consent where applicable (for example, any marketing where your consent is required).
Fulfil our contractual obligations to suppliers and other third parties.
Assess your ability and suitability if you wish to work with or for us.
Comply with regulations and legislation.
To analyse and monitor how our Website is used and to help us to administer it (including security and fraud detection) and to run our business generally.
Manage our business properly and efficiently.
Have other legitimate interests to do so.
We work with trusted sub-contractors to help deliver our Services and run our business efficiently. When we share your personal information with sub-contractors, we do this:
To provide you with the Tutoring Services you have requested through our qualified tutors who work with us.
To provide you with the services you have requested (Advocacy, Appeals, EHCP applications, EHCP reviews and School Searches)
To help manage bookings, scheduling, and administrative tasks related to your requested service.
To support our business operations with services like IT support, payment processing, and customer relationship management.
When sharing your information with sub-contractors:
We only provide the information they need to perform their specific job.
We have formal agreements in place requiring them to keep your information secure and confidential.
We ensure they follow UK data protection laws and our own privacy standards.
We regularly review our sub-contractors to make sure they meet our requirements.
All of our sub-contractors are based in the UK and are subject to UK data protection laws.
If you would like to know more about our specific sub-contractors, you can contact us at enquiries@sendteach.co.uk
(2) What is the lawful basis for processing my personal data?
The law says that we cannot process (collect, use or store) your information unless we have a lawful basis for doing so. There are several lawful bases which we rely on, including:-
Consent - when you agree that we can use your personal data in a particular way. You can withdraw your consent at any time by emailing enquiries@sendteach.co.uk if you change your mind).
Contractual obligations – to fulfil our contractual obligations to you or because you have asked us to do something before we enter into a contract together.
Legal obligation – when the law says that we must, such as for tax reasons.
Legitimate Interest - Sometimes we will process your data when, for example,
It is in our legitimate interests to do this and
These interests are not overridden by your data protection rights.
(3) Who do you share personal data with?
There may be times when we must share your personal data with others, for example, where the law requires us or to enforce our rights or protect others. We may also share your data to:-
Allow authorised third parties who are providing services to us. Please email enquiries@sendteach.co.uk for a list of relevant third parties. For example, IT Service Providers (including organisations who host our websites, so they stay online and are secure and organisations who provide us with email services so we can send and receive email), Social media providers, Advertising Organisations, Organisations who provide us with email campaigns and newsletters, Organisations who provide us with analytics’ data, Payment Providers, Credit Reference and Fraud Prevention Agencies and those who help us comply with Money Laundering obligations, Freelance tutors and consultants, Professional Service and other business and individuals who perform functions on our behalf.
Schools and Local Authorities if we have contracted with a Local Authority to supply our Tutoring Services to you. You will have usually already given your consent to the Local Authority to allow us to do this.
Meet our legal and regulatory obligations such as to HMRC for taxation purposes.
When selling our business or carrying out associated business activities.
Otherwise we will only share your personal information if you have consented to this.
Where relevant, we take all steps required by law to protect personal data such as, for example, having written agreements with those third parties.
5 YOUR PERSONAL DATA RIGHTS
(1) Your Rights
The law gives you certain rights in relation to your personal data and to exercise or discuss these rights contact Genevieve McNamara at enquiries@sendteach.co.uk.
Your rights depend on our reason for processing your information but may include the following:
Access your personal data
Rectify your personal data if it is inaccurate or incomplete
Ask us to erase your personal data and prevent processing in specific circumstances
Restrict processing of your personal data in certain circumstances
Data Portability - obtain and reuse your personal data for your own purposes across different services
Object to processing your personal data in certain circumstances
You also have the right to make a data protection complaint, either to us directly or to the Information Commissioner's Office (ICO). See section 12 below for full details of how to do this
For more information about your rights, you can visit the Information Commissioner’s website where you can find detailed information about each of those rights: https://ico.org.uk/your-data-matters/
(2) Exercising Your Rights
We will deal with all personal data requests as soon as we are able and usually within one month of receipt. If there is going to be a delay (which could be up to 3 months) in dealing with your request or there is a reason why we can’t comply with your request, we will let you know and explain why within one month of receiving your request.
We will ask you for some information first (primarily identification and clarification).
You also have the right to lodge any data protection complaints with the Information Commissioner's Office (ICO), the UK’s supervisory authority. Visit www.ico.org.uk for more information including how to access their helpline.
6 DATA RETENTION - HOW LONG DO WE KEEP PERSONAL DATA FOR?
Unless you have specifically agreed otherwise, we will only keep your personal data for as long as it is
Necessary for the purposes for which the personal data are processed
To enable us to comply with our legal obligations, for example for tax purposes
Retention depends on our relationship with you and please see below:
Data Subject
How long personal information/data is retained
Potential Clients/Students
We will retain personal information for 12 months from the date of our last communication.
Clients/Students
We will retain personal information for 7 years from the date that you ceased to be a client.
Potential employees who are not placed in employment or freelance Tutors who do not provide their services to us or Clients
We will retain personal information for 12 months from the date of our last communication, unless you agree otherwise.
Employees / workers or freelance Tutors who do provide their services to us or Clients
We will retain personal information for 7 years from the date that you ceased to be an employee/worked with us.
Potential Suppliers
We will retain personal information for 12 months from the date of our last communication.
Suppliers
We will retain personal information for 7 years from the date that you ceased to be a supplier.
7 PERSONAL DATA SECURITY
(1) What we do
We have implemented appropriate technology and operational security, including policies and measures to protect personal information under our control including from unauthorised access, improper use, alteration, unlawful or accidental destruction, and accidental loss on a “privacy by design and default” basis. This includes
Encrypting data where possible
Anonymising or pseudonymising data wherever this is possible
Storing personal data in our internal systems (such as CRM (client relationship management) software) on secure servers that are not accessible by third parties without our express permission.
Adhering to appropriate safeguards in accordance with UK Data Protection law if personal data is transferred from the UK and/or from the EEA – see section 8, Transferring of Personal Data To and From the UK section
Providing internal policies, procedures and training about data protection to, as relevant, our employees and those who work with us
Regularly reviewing how we process
Restricting access to personal data to those who need it
Physical security of our premises and our equipment
(2) Your Role
Please ensure that
your personal data is accurate and up to date
you take reasonable care and safety when using your devices and the internet
if you have a website account with us, you use strong passwords which you regularly change and keep your log-in details secure
you contact us immediately if you think or know your personal data and/or website account has been used, compromised, or accessed without your express permission or if you have any other such concerns
For more information please contact enquiries@sendteach.co.uk
8 TRANSFERRING OF PERSONAL DATA TO AND FROM THE UK
(1) Receiving Personal Data from the EEA
The UK left the EU on the 31st December 2020. Anyone in the EEA who sends personal data outside the EEA must comply with the relevant GDPR rules. As a UK receiver we aim to assist this process to help protect the privacy of that personal data.
(2) Transferring Data from the UK
We may transfer some data outside the EEA (which may not have the same data protection), but, if we do this, we ensure that we have procedural and technical safeguards to protect the privacy of your data and to comply with the law and our own obligations, including under UK Data Protection law.
9 EXTERNAL WEBSITE LINKS AND SOCIAL MEDIA
You may visit or leave our Website by clicking a link to or from another website or platform operated by others (third parties) and we are not responsible for those websites or platforms – for example, you may use social media icons (such as Twitter). If you do this, please also take the time to read the relevant privacy information provided by other websites/platforms because they may be different. Your information will only be shared where you have agreed to allow this.
We use Mailer Lite as our email newsletter platform. By signing up, you agree to Mailer Lite’s privacy policy and our data handling practices. Your email address is securely stored and used exclusively for newsletter communications.
Types of Data Collected
Email address
Optional: Name (if voluntarily provided during signup)
Purpose of Data Collection
Sending marketing communications
Delivering newsletter content
Providing updates related to our services
Data Processing
Platform: Mailer Lite
Data Storage: Secure third-party servers
Retention: Maintained until user unsubscribes
User Rights
Unsubscribe at any time
Request data deletion
Opt-out of communications
Data Sharing
Email addresses will not be sold or shared with third parties
Data processed in compliance with GDPR and data protection regulations
Consent
By signing up for our newsletter, you agree to:
Receive communications from us
Our data handling practices
Mailer Lite’s privacy policy
Unsubscribe Process
Each newsletter includes an easy unsubscribe link
Unsubscribing removes your email from our list immediately
10 NON-PERSONAL INFORMATION
We also collect information which does not identify you (non-personal information). This includes the type of internet browser you use or the website from which you linked to our website.
We may also aggregate information which you have submitted to us (for example, your age and the town where you live) which is anonymous - you cannot be identified from this information. We share this aggregate information with third parties to help us run our Website and business effectively.
We use cookies – please read SquareSpace’s Cookie Policy .
11 GOOGLE ADS
Our website uses the Google Ads remarketing service to advertise on third party websites (including Google) to previous visitors to our site.
Using Google AdWords means that we can advertise to previous visitors who have begun but not completed an action on our site, for example using the contact form to make an enquiry. This could be in the form of an advertisement on the Google search results page, or a site in the Google Display Network. Third-party sellers, including Google, use cookies to serve ads based on someone’s past visits to our website. Any data collected will be used in accordance with our own privacy policy and Google’s privacy policies (you can find Google’s Privacy policy here https://policies.google.com/privacy?hl=en&gl=uk
12 COMPLAINTS AND DISPUTE RESOLUTION
If you believe we have not handled your personal data in accordance with UK data protection law, you have the right to complain. This includes concerns about how we collected, stored or used your information, how we responded to a request to exercise your rights under section 5, or the security of your data
(1) Complaining to Us Directly
You have the right to complain to us directly, and we encourage you to do so, so that we have the opportunity to put things right
If you have a complaint, please contact Genevieve McNamara:
By Post/mail: SEND Teach Ltd, 124 City Road, London, EC1V 2NX
By Email: enquiries@sendteach.co.uk
We aim to acknowledge your complaint within 3 working days of receiving it (and, in any event, within 30 days as required by law), investigate it thoroughly, and aim to provide our response within 15 working days of acknowledgement. Full details of how we handle complaints, including what to include when you contact us, are set out in our Complaints Policy, available on request or detailed below.
You do not need to raise your complaint through the channels above for it to be valid — if you raise a data protection concern with us in any other way, including verbally or via social media, we will still identify and handle it as a complaint
(2) Contacting the Information Commissioner's Office
You can also lodge a data protection complaint with the Information Commissioner's Office (ICO), the UK's supervisory authority, at any time. You do not have to complain to us first, although we would welcome the opportunity to resolve your concern directly
Telephone: 0303 123 1113
Post: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Last Updated: 07.07.2026
Complaints Policy
1. Introduction
We are committed to providing high-quality tutoring services to our clients. However, if you are unhappy with any aspect of our service, we encourage you to let us know so we can address your concerns promptly and effectively.
2. Purpose
This policy outlines our procedure for handling complaints to ensure they are dealt with in a fair, timely, and consistent manner, in compliance with UK law, including the UK GDPR, the Data Protection Act 2018, and the Data (Use and Access) Act 2025
3. Scope: What Counts as a Complaint
This policy covers general service complaints and data protection complaints.A data protection complaint is any concern that we have not handled your personal data (or that of your child) in line with UK data protection law. This can include, for example, concerns about:How we collected, stored, or used personal informationHow we responded to a request to access, correct, or delete personal dataData security or a suspected data breachMarketing communications or consentYou do not need to label your complaint as a "data protection complaint" or reference specific legislation for it to be treated as one. If you raise a concern that clearly relates to how your personal data has been handled, we will treat it as such.
4. How to Make a Complaint
If you have a complaint, please contact us as soon as possible. You can reach us by:Email: enquiries@sendteach.co.ukPhone: 07979020576Post: SEND Teach Ltd, 124 City Road, London, England, EC1V 2NXFor data protection complaints specifically, you are not limited to these channels. If you raise a data protection concern with us in any other way, including verbally, by social media, or with a member of staff, we will still identify, log, and handle it under this policy.
5. Information to Include
When making a complaint, please provide:Your name and contact detailsDetails of your complaintHow you would like us to resolve the issueIf you are complaining on behalf of someone else (for example, on behalf of your child), please also let us know who you are representing and your relationship to them. We may need to verify your identity and authority to act on their behalf before investigating.If it is not clear from your complaint whether it relates to data protection, we will ask you to clarify this when we acknowledge it.
6. Our Complaints Procedure
Stage 1: Acknowledgement
We aim to acknowledge your complaint within 3 working days of receiving it. For data protection complaints, the law requires acknowledgement within 30 days at the latest; our 3-working-day target applies equally to these complaints.
Stage 2: Investigation
We will investigate your complaint thoroughly. This may involve reviewing records, speaking to staff members, and examining any relevant documentation. We aim to complete our investigation within 10 working days, and we will keep you updated on progress if this takes longer.
Stage 3: Response
After our investigation, we will respond to you with our findings and any proposed actions to resolve the complaint. We will provide our response within 15 working days of acknowledging your complaint, or as soon as reasonably possible without undue delay.
7. Further Action
If you remain dissatisfied with our response, you may contact an external body for further assistance:
For data protection complaints:
Information Commissioner's Office (ICO) — ico.org.uk/make-a-complaint, or call 0303 123 1113
For other service complaints:
Local Trading Standards Office: 1TradingStandards@lewisham.gov.ukCitizens Advice BureauYou have the right to complain to the ICO at any time; you do not have to complain to us first, although we would welcome the opportunity to resolve your concern directly
8. Confidentiality
All complaints will be handled with the utmost confidentiality. Only those involved in the investigation and resolution of your complaint will have access to the information provided.
9. Record Keeping
We will keep a record of all complaints, investigations, and outcomes, including the date received, acknowledgement, correspondence, investigation steps, and outcome. This helps us to improve our services, demonstrate compliance with our legal obligations, and ensure transparency
10. Review
This policy will be reviewed annually to ensure it remains up-to-date and compliant with UK law.
Contact Us
If you have any questions about this policy, please contact us at enquiries@sendteach.co.uk
By following this policy, we aim to ensure all complaints are handled professionally and effectively, maintaining our commitment to high-quality tutoring services.
Date of Implementation: 12.07.2024
Last Updated: 07.07.2026
Next Review Date: 07.07.2027