Website privacy & cookies

Willow Chiropractic

Last updated: 17 August 2026

Willow Chiropractic takes the privacy and security of personal information seriously.

This Privacy Policy explains your rights under UK data protection law, how we collect, use, store and share personal information when you:

  • visit or contact one of our clinics;
  • become or enquire about becoming a patient;
  • use our website;
  • use the Willow Chiropractic patient app;
  • telephone, email, message or chat with us;
  • complete one of our forms;
  • interact with our marketing; or
  • otherwise communicate with Willow Chiropractic.

1. Who is Willow Chiropractic?

Willow Chiropractic is the trading name used by a number of independent chiropractic clinics operating under ‘Willow Chiropractic’. Each clinic location is operated as a separate limited company and is responsible for providing the chiropractic services delivered by that company and its employees.

The independent clinic companies are:

  • THE SOUTH BRISTOL CHIROPRACTOR LIMITED – Company No. 16468375
  • THE NAILSEA CHIROPRACTOR LIMITED – Company No. 16470734
  • THE YATE CHIROPRACTOR LIMITED – Company No. 16469227
  • THE FILTON CHIROPRACTOR LIMITED – Company No. 16470247
  • THE EMERSONS GREEN CHIROPRACTOR LIMITED – Company No. 16470440
  • THE CLEVEDON CHIROPRACTOR LIMITED – Company No. 16470496

THE BRISTOL CHIROPRACTOR LIMITED – Company No. 16514239 – provides management, website, technology and provides some shared services to the above independent businesses. It holds and manages a number of the central software systems used by the clinics and also directly employs some chiropractors who may provide clinical services across a number of locations.

WILLOW CHIROPRACTIC PARTNERSHIP LIMITED – Company No. 07993127 – is also an associated consulting company and may remain responsible for certain historic or operational records.

All of the above companies are registered in England and Wales.

Registered office:

First Floor, Graham’s House
St Lukes Close
Emersons Green
Bristol
BS16 7AL

For simplicity, this policy refers collectively to these companies as “Willow Chiropractic”, “Willow”, “we”, “our” or “us”.

2. Who is responsible for your information?

The company responsible for your personal information depends on your relationship with Willow Chiropractic and why the information is being processed.

For clinical care, the company operating your clinic will ordinarily be responsible for information relating to the care it provides.

THE BRISTOL CHIROPRACTOR LIMITED provides central systems, technology and management services used by the clinics and may also be responsible for information processed for those purposes. It may additionally be responsible for clinical information where care is provided by a practitioner employed directly by THE BRISTOL CHIROPRACTOR LIMITED.

Information may therefore be processed by more than one Willow Chiropractic company where this is necessary to provide your care and operate our shared services.

You do not need to determine which company holds particular information before contacting us. Privacy and data-protection requests can be made centrally and we will ensure that they are dealt with by the appropriate company.

3. How to contact us about your information

For privacy enquiries, requests or complaints, contact:

Email: feedback@willowlife.co.uk
Telephone: 0800 511 8966

Post: Willow Chiropractic, First Floor, Graham’s House, St Lukes Close, Emersons Green, Bristol, BS16 7AL

4. Information we may collect

Depending on how you interact with Willow Chiropractic, we may collect and process:

  • Personal information, such as your name, contact details, date of birth and parent or guardian details where relevant.
  • Health and clinical information, including your medical history, consultations, clinical notes, care information, postural assessments, photographs and other information relevant to your chiropractic care.
  • Appointment and financial information, including appointments, practitioner details, payments, invoices and account information.
  • Communications, including emails, telephone calls and recordings, SMS, WhatsApp, web chat and other correspondence with us.
  • Website and technical information, such as device, browser, cookie and website usage information.
  • CCTV images recorded in public areas of our clinics for security and safety purposes.

Health and clinical information is classed as special category personal data and is given additional protection under data-protection law.

5. How we obtain your information

We usually collect information directly from you when you contact us, book or attend an appointment, complete forms, use our website or patient app, communicate with us or make a payment.

We may also receive information from parents or guardians, healthcare professionals, referral sources, payment providers, our technology systems or other Willow Chiropractic companies where necessary.

6. Why we use your information

We use your information to:

  • respond to enquiries and provide chiropractic care;
  • manage appointments, clinical records, payments and your account;
  • communicate with you about your care and our services;
  • operate and improve our clinics, website, patient app and technology;
  • maintain security, quality standards and staff training;
  • meet our legal, professional and regulatory obligations; and
  • send marketing where permitted by law.

7. Our lawful bases for processing

We only use your personal information where we have a lawful basis to do so. Depending on the circumstances, this may include:

  • Contract – where information is needed to provide our services, manage appointments or process payments.
  • Legal obligation – where we must comply with legal, regulatory, professional or financial requirements.
  • Legitimate interests – where necessary to operate and improve our clinics and services, communicate with patients, maintain security, monitor quality, prevent fraud or manage complaints.
  • Consent – where you have chosen to give permission, such as for certain marketing or optional consultation recordings.
  • Vital interests – in rare circumstances where processing is necessary to protect someone’s life or safety.

Where we rely on consent, you can withdraw it at any time.

8. Health information

Health information is classed as special category personal data and receives additional protection under data-protection law.

We process health information where necessary to provide and manage your chiropractic care and maintain appropriate clinical records. It is only accessible to appropriately authorised staff and practitioners and is handled confidentially.

Where required, we may also process health information with your explicit consent or where otherwise permitted or required by law.

9. Systems and technology we use

We use trusted technology providers to operate our clinics and communicate with patients, including:

  • PracticeHub – our main system for patient records, clinical notes, appointments and financial records.
  • Willow Chiropractic patient app – provided and managed by PracticeHub.
  • GoHighLevel – marketing, enquiries and patient communications.
  • BookedSolid – AI-assisted chat, telephone and appointment support.
  • Google Workspace – email and business data storage.
  • Aircall – telephone calls and call recording.
  • PostureAnalysis – postural assessments, photographs and related information.
  • PracticeHub Payments, Stripe, Unyfi and AIB – payment processing.

Aircall, GoHighLevel and BookedSolid do not routinely access or store full clinical records. However, health information may appear in communications if you or our team discuss your care.

Relevant clinical information, images or notes are stored in PracticeHub where appropriate.

We may change or add service providers from time to time while ensuring appropriate data-protection requirements are maintained.

10. AI-assisted services

We use AI-assisted services such as BookedSolid to help answer enquiries, communicate with patients and manage appointments.

These systems may process personal, contact and appointment information and information you choose to provide during a conversation.

AI systems are used to support our team and administration. They are not used to independently diagnose patients or make treatment decisions.

11. Audio recordings

Telephone calls through Aircall are automatically recorded for purposes such as quality monitoring, training, record keeping and resolving complaints or queries. Access is restricted to authorised staff and recordings are deleted when no longer required.

A chiropractor may also audio-record an in-person consultation to help accurately complete your clinical notes. You can decline without affecting your care.

Consultation recordings are not routinely shared externally and are deleted once the notes have been completed and within a maximum of 30 days.

12. Postural assessments and clinical images

We may take photographs and use PostureAnalysis/PostureScreen software as part of a postural assessment.

Relevant images, measurements and notes may be saved to your PracticeHub clinical record.

Clinical images will not be used for marketing or publication without separate permission.

13. CCTV

Video CCTV operates in public areas of our clinics, including entrances, reception and waiting areas, for safety and security.

CCTV does not record audio and does not record private clinical consultations or treatment rooms.

Footage is normally retained for 30 days, unless it is required for an incident, complaint, investigation or legal purpose.

14. Marketing

We may contact you about Willow Chiropractic services, news or offers by email, SMS, telephone or WhatsApp where permitted by law.

This may be where you have given consent or where we are permitted to contact existing customers about similar services.

You can opt out of marketing at any time. This will not stop essential communications about your appointments, account or care.

15. Children and young people

We provide care to children and young people and may therefore process their personal and health information.

Parent or guardian information may also be recorded where appropriate. Children’s information is handled with the same confidentiality and security as other patient records, with additional care where required.

16. Who we share information with

Access to your information is limited to Willow Chiropractic staff and practitioners who need it for their role.

We may also share information where necessary with trusted service providers, payment providers, other healthcare professionals, professional advisers, regulators or authorities.

We do not sell patient information.

Where appropriate, we will obtain your permission before sharing clinical information with another healthcare professional unless there is another lawful reason for doing so.

17. International data processing

Some of our technology providers may process information outside the UK. Where this happens, we require appropriate safeguards to be in place in accordance with UK data-protection law.

18. Keeping your information secure

We use appropriate security measures to protect personal information, including controlled access, secure systems, authentication, confidentiality requirements and staff training. Access to clinical information is restricted to those who require it for their role.

19. How long we keep information

We keep information only for as long as reasonably necessary and in accordance with our professional and legal obligations.

In particular:

  • Clinical records: normally at least 8 years from your last visit. Children’s records are normally retained until age 25 or 8 years since their last visit, which ever comes last.
  • Consultation audio recordings: deleted when no longer required and within a maximum of 30 days.
  • CCTV: normally 30 days.
  • Telephone recordings: retained only for as long as reasonably required for their purpose.
  • Financial records: retained for the period required by law.

Information may be retained for longer where required for a complaint, investigation, legal claim or other legitimate reason.

20. Your rights

Depending on the circumstances, you have rights over your personal information, including the right to:

  • access and obtain a copy of it;
  • correct inaccurate information;
  • request deletion or restriction in certain circumstances;
  • object to certain uses of your information;
  • withdraw consent where we rely on it; and
  • opt out of marketing at any time.

Some rights are subject to legal and professional requirements. For example, we may still be required to retain your clinical record. To exercise your rights, contact us using the details above.

21. Complaints

If you have concerns about how we use your information or anything else, please contact us:

Email: feedback@willowlife.co.uk
Telephone: 0800 511 8966

If you’re not happy with the outcome of your complaint, you can ask for it to be escalated to the Chief Operations Officer, who will investigate the handling of your complaint and its outcome. 

22. Cookies

Our website uses cookies and similar technologies to operate the site, remember preferences, understand website usage and support marketing. Where consent is required, optional cookies will only be used after you have agreed to them.

You can manage your preferences through our cookie controls. See our Cookie Policy for more information.

23. Changes to this policy

We may update this policy when our services, technology, company structure or legal requirements change. The latest version will always be available on our website.