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Complaints Policy

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Thrive and Flow is committed to providing high-quality yoga and wellbeing sessions delivered in a safe, respectful and professional environment. If a parent, participant, school or organisation is dissatisfied with any aspect of our services, we take concerns seriously and aim to resolve them promptly and fairly.

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Informal Resolution

In the first instance, concerns should be raised directly with Thrive and Flow as soon as possible so that the matter can be addressed informally.

Many issues can be resolved quickly through open communication.

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Formal Complaints

If the matter cannot be resolved informally, a formal complaint should be submitted in writing by email to:

info@thriveandflow.co.uk

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Please include:

  • Your name and contact details

  • The name of the participant (if applicable)

  • A clear description of the concern

  • Relevant dates and details

  • The outcome you are seeking

 

Acknowledgement & Response

  • Complaints will be acknowledged within 5 working days.

  • A full response will be provided within 14 working days wherever possible.

  • If further investigation is required, you will be informed of the expected timeframe.

 

All complaints will be handled confidentially and in line with safeguarding and data protection obligations.

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Safeguarding Concerns

If a complaint relates to safeguarding or the welfare of a child, it will be handled in accordance with safeguarding procedures and, where appropriate, referred to relevant authorities or the hosting school.

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Thrive & Flow is committed to continuous improvement and values feedback as an opportunity to refine and strengthen the quality of its provision.

Privacy Policy

Thrive & Flow

This Privacy Policy explains how Thrive and Flow collects, uses and protects personal information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

 

1. Who We Are

Thrive and Flow provides yoga and wellbeing sessions for children, families, schools and organisations.

 

For the purposes of data protection legislation, Thrive and Flow is the Data Controller of the personal information you provide.

 

Contact:  info@thriveandflow.co.uk

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2. Information We Collect

We may collect and process the following information:

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Parent / Adult Information

  • Name

  • Email address

  • Phone number

  • Address (where required for invoicing or booking)

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Child Information

  • Name

  • Year group / age

  • Medical information relevant to participation

  • Emergency contact details

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Booking Information

  • Payment details (processed securely via third-party payment providers)

  • Attendance records

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We only collect information that is necessary to deliver our services safely and effectively.

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3. How We Use Your Information

Your information may be used to:

  • Manage bookings and payments

  • Communicate regarding sessions and updates

  • Ensure the safety and wellbeing of participants

  • Meet legal, safeguarding and insurance requirements

  • Maintain accurate records

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We do not sell, rent or share personal data for marketing purposes.

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4. Lawful Basis for Processing

We process personal data under the following lawful bases:

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  • Contractual obligation (to deliver booked services)

  • Legal obligation (safeguarding, insurance, regulatory requirements)

  • Legitimate interest (safe management of sessions)

  • Consent (where required, for example photography)

 

5. Data Storage & Security

Personal information is stored securely and accessed only by Thrive and Flow where necessary.

Reasonable steps are taken to protect data against unauthorised access, loss or misuse.

Data is retained only for as long as necessary for operational, legal or insurance purposes.

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6. Photography & Media

Photographs or recordings will only be taken with explicit written consent.
Consent may be withdrawn at any time.

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7. Your Rights

Under UK data protection law, you have the right to:

  • Request access to your personal data

  • Request correction of inaccurate data

  • Request erasure of data (where legally permissible)

  • Object to processing in certain circumstances

  • Withdraw consent at any time (where processing is based on consent)

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Requests should be made in writing to: info@thriveandflow.co.uk

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8. Cookies & Website Data

If using the Thrive and Flow website, basic website analytics and cookies may collect anonymised data to improve user experience.

You may manage cookie preferences through your browser settings.

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9. Changes to This Policy

Thrive and Flow reserves the right to update this policy as necessary. The most recent version will always be available on the website.

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