Legal

Privacy Statement

At Isle Listen, we are committed to protecting the privacy of anyone who uses our services including as well as employees, volunteers and anyone who supports us through fundraising activities. We will treat your data in accordance with the requirements of the Isle of Man Data Protection Act 2018, also known as the “Applied GDPR”. Isle Listen is a registered trading name of MCH Psychological Services which is an Isle of Man registered charity with number 1024. Please see the Registered Details section below for more information.

HOW DO WE OBTAIN YOUR PERSONAL INFORMATION?

We collect information in the following ways:

• You may give us your information when you are accessing one of our services, in order to sign up for one of our events, when you contact us to ask about our activities, to tell us your story, order products and services from us, seek assistance or make a donation to us, fundraise on our behalf, or otherwise give us personal information.
• When you give permission to other parties to share it with us.
• Depending on your settings or the privacy policies for social media and messaging services like Facebook, WhatsApp or Twitter, you might give us permission to access information from those accounts.

WHAT INFORMATION DO WE COLLECT?

Personal information is any information that can be used to identify you. For example, it can include information such as your name, date of birth, email address, postal address, telephone number and credit/debit card details.

It may be necessary, where there is a clear need to do so, to collect sensitive personal information from you and we will discuss this with you when the situation arises.

You may appear in still images or video footage using Closed Circuit Television (CCTV) that is used at our premises for the safety and security of individuals and property.

HOW DO WE USE YOUR INFORMATION?

How we use your information would largely depend on why you are providing it.

Where we feel it is necessary to share information to keep a person or people safe, we will do so.

We may use your information in the ways set out below.

• We use your personal information to give you the information, support, services, or products you ask for.
• We use your information to gain a full understanding of your situation so we can develop and offer you the best possible personalised services.
• We use your information to keep a record of your relationship with us and for internal administrative purposes (such as our accounting and records), and to let you know about changes to our services or policies.
• We use your personal information to look into, and respond to, complaints, legal claims or other issues.
• We use personal data to carry out statistical analysis and research to help us to understand how we are performing and how we can improve our services and meet the needs of people that require our help.

We may also use your personal information for other purposes such as signposting to another organisation who is better-placed to help you, which we will specifically notify you about and, where appropriate, obtain your consent.

KEEPING YOUR DATA SECURE

We have robust procedures in place to safeguard and secure the Personal Data we collect.

LINKS TO OTHER WEBSITES

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites, and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

DIRECT MARKETING

With your consent, we may use your information to send you communications about our work and how you can help us to help you, for example, information about our campaigns, volunteering and fundraising activities and how you can donate to us.

We have a Data Processing agreement with Constant Contact who facilitate the creation and distribution of our marketing communications. The information for our marketing communications is only held and processed for and on behalf and under our instruction. Contact Contact takes your privacy extremely seriously, and never sells lists or email addresses. View Contact Contact’s Privacy Policy.

Our forms have clear marketing communications preference questions, and we include information on how you can say no to such marketing. You can opt out of our marketing communications at any time by clicking the Unsubscribe link in our marketing emails or by emailing us at info@islelisten.im.

If you have any questions about this Privacy Statement, please contact our Data Protection Officer at either of our premises:

Mill Court, Hope Street, Castletown, Isle of Man, IM9 1AN or Scholl Wellbeing Centre, Strang, IM4 4RP

We also recognise your right to obtain all information pertaining to you as an individual and will respect your right to ‘Erasure’

Cookie Policy

HOW WE USE COOKIES

A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added, and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about webpage traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes, and then the data is removed from the system.

Overall, cookies help us provide you with a better website by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Website Terms of Use

By using this website, you are agreeing to comply with and be bound by the following terms of use, which together with our privacy policy govern Isle Listen’s relationship with you in relation to this website. If you disagree with any part of these website terms of use, please do not use our website.

• The content of the pages of this website is for your general information and use only. It is subject to change without notice.
• This website uses cookies to monitor browsing preferences and uses third party analytics software to capture information about how you use this website. No personal information is captured or sent to a third party; the information is anonymous and only records information about what information you visited and for how long so that we can gain an insight into which content is of interest to website visitors.
• Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors, and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
• Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
• This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited.
• All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
• Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
• From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
• Your use of this website and any dispute arising out of such use of the website is subject to the laws of the Isle of Man.

Complaints Procedure

If you are not happy with any aspect of the care and services provided by Isle Listen, please let us know.

Even in an environment of specialised care offered by dedicated and professional clinical and support staff, it is still possible for something to go wrong or for a patient, family or carer to have a genuine cause for complaint or concern.

However, there may be a reluctance to voice or register such concerns for fear of appearing ‘ungrateful’ or a ‘nuisance’. Although this is understandable, it is not the best course of action because it is only by having possible failures or lapses brought to our attention that we can put them right and strive to consistently deliver the highest possible standards of care to everyone. By alerting us to a problem and giving us the opportunity to put it right, you are also helping other patients.

We undertake to do the following with regard to your complaint:

• Treat it with the utmost seriousness.
• Acknowledge your concerns and give you a full explanation of what has happened.
• Make every effort to learn from any mistakes or failures which have occurred and to take every step necessary to prevent them from happening in future.

How your complaint will be dealt with

As part of our complaints procedure:

• You will receive acknowledgement of the complaint within five working days.
• Your complaint will be fully investigated, and you will receive a response within 20 working days.
• In the event of any reasonable delays (for example, someone involved is away, or further investigation is necessary) you will be informed.
• If you are not satisfied with our final response you can send an appeal to the chairman of MCH Psychological Services; and for complaints relating to services commissioned by Manx Care you can appeal to the Health and Social Care Ombudsman Body.

THIS FOLLOWING EXPLAINS HOW YOU SHOULD REGISTER A CONCERN OR COMPLAINT.

You can also be assured that any complaint received is treated very seriously, and it will be investigated thoroughly.

1. Make your complaint as soon as possible – this is important because a fresh memory helps to establish the facts as soon as possible after the event.
2. Who to complain to – in the first instance, please speak to us as the chances are that the situation or any misunderstandings can be resolved quickly to your satisfaction. If not, you can make a formal complaint.

Complaints can be made to us in person, by phone, in writing, online and by email.

When we receive a complaint, our acknowledgement will include:

• A summary of your complaint.
• How we will be dealing with your complaint.
• When we expect to be able to get back to you.
• Contact details for the people dealing with your complaint.
• Contact details for organisations that can help with guidance for you making a complaint.
• Potential request for additional information relating to your complaint.

In the first instance, please address your complaint to:

Complaints Manager
Isle Listen
Mill Court
Hope Street
Castletown
Isle of Man
IM9 1AN

Telephone: 01624 679118
Email: complaints@islelisten.im

Help With Your Complaint

There are several independent advisory organisations that can advise you and help with your complaint, including:

Isle of Man Health and Care Association

Manx Care Advice and Liaison Service

Our Registered Details

Isle Listen is a registered trading name of MCH Psychological Services which is an Isle of Man registered charity with number 1024 and registered organisational member of the British Association for Counselling and Psychotherapy.

MCH Psychological Services is also an Isle of Man 1931 Act Company with number 122252C and limited by Guarantee.

Our registered office is Mill Court, Hope Street, Castletown, Isle of Man, IM9 1AN. We also operate from Scholl Wellbeing Centre, Strang, IM4 4RP.

Directors: R. Davidson, L. Nelson, S. Dean, and N. Simpson.