Privacy Policy

Last updated: 16 September 2026

Who We Are

Better Flow Physio Ltd (company number 13672159) is the data controller for personal data collected through this website and our clinic at Unit 3, 430 Hackney Road, London E2 6QL. If you have questions about this policy, contact us at info@betterflow.co.uk.

What Data We Collect

We collect the personal data you give us directly, including: Contact details (name, email address, phone number, address) Appointment and booking information Health information relevant to your care, including injury history, medical history, and clinical notes made during treatment Payment and insurance information, where relevant Website usage data collected via cookies, see our Cookie Policy

Special Category Data

As a physiotherapy clinic, the health information we hold about you is “special category data” under UK GDPR. We only collect and use this information where necessary for your clinical care, and we treat it with the additional protections the law requires. We rely on your explicit consent, given at your first appointment, and on the legal basis of provision of health care, to process this data.

How We Use Your Data

We use your data to: Assess, diagnose and treat you Manage bookings, reminders and clinic administration Process payments and insurance claims Communicate with you about your care Meet our legal and professional obligations as HCPC and GOsC registered practitioners Improve our website and services, where you have consented to analytics cookies

Who We Share Data With

We may share your data with: Cliniko , our practice management and booking software provider, who process data on our behalf as a data processor Your GP or other healthcare professionals, where relevant to your care and with your consent Your insurer, where you are claiming through insurance Regulators or authorities, where required by law We do not sell your data to third parties.

How Long We Keep Your Data

We retain clinical records for 8 years from your last treatment, in line with Chartered Society of Physiotherapy (CSP) guidance. Other personal data is retained only as long as necessary for the purposes it was collected for.

Your Rights

Under UK GDPR, you have the right to: Access the personal data we hold about you Ask us to correct inaccurate data Ask us to delete your data, where the law allows Restrict or object to certain processing Request a copy of your data in a portable format To exercise any of these rights, contact us at info@betterflow.co.uk.

Complaints

If you’re unhappy with how we’ve handled your data, please contact us first so we can try to resolve it. You also have the right to complain to the Information Commissioner’s Office (ICO) at ico.org.uk or on 0303 123 1113.

Changes to This Policy

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