Privacy Policy

This Privacy Policy explains how Sue Aubrey, trading as Best Self NLP (“Best Self NLP”, “we”, “our” or “us”) collects, uses, stores and protects your personal information when you:

• visit our website;
• contact us;
• book or attend a discovery call;
• request one of our free resources;
• subscribe to receive marketing emails;
• purchase or receive services from us; or
• otherwise communicate with us.

We are committed to protecting your privacy and handling your personal information in accordance with applicable UK data-protection law, including the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, the Privacy and Electronic Communications Regulations 2003 (PECR) and the Data (Use and Access) Act 2025.

Data controller:
Sue Aubrey, trading as Best Self NLP

Business correspondence address:
Aubrey Place
Sherborne Saint John
Basingstoke
RG24 9LA
United Kingdom

Email:
hello@bestselfnlp.co.uk

Website:
https://bestselfnlp.co.uk

Best Self NLP is the data controller responsible for deciding how and why your personal information is used.

The information we collect depends on how you interact with us.

Information you provide directly

We may collect:

• your name and email address when you request a free guided journal, relaxation audio or another resource;
• your marketing preferences and subscription status;
• your name, email address, telephone number and message when you use our contact form;
• your name and email address when booking a free discovery call through Calendly;
• your telephone number where you request a telephone call rather than a Zoom call;
• information you provide in response to questions asked when booking a discovery call, including:
  • how you feel Best Self NLP may be able to help you;
  • your goals or aims;
  • whether you have previously tried NLP, hypnosis or Time Line Techniques;
  • any other background information you choose to provide; and
  • where you are based;
• information you choose to provide during or following a discovery call;
• information included in emails, messages or other correspondence;
• information provided through questionnaires, consultation forms or client intake forms;
• information you provide during coaching, NLP, hypnotherapy or Time Line Techniques sessions;
• notes relating to sessions, goals, progress and agreed actions;
• payment, invoicing and transaction information; and
• feedback, reviews or testimonials you choose to provide.

Special-category personal information

When you book a discovery call, complete a questionnaire, communicate with us or receive services from us, you may choose to provide information about your physical or mental health, wellbeing, personal history or other sensitive circumstances.

This may include information you provide in response to questions about how we may be able to help you, your goals or other background information you choose to share.

Some of this information may be classed as special-category personal data and receives additional protection under data-protection law.

We will only collect and use information that is relevant to supporting you. Where required, we will ask for your explicit consent to process special-category information for specified purposes.

You do not have to provide information that you are uncomfortable sharing. However, in some circumstances, not having relevant information may affect whether we can safely or appropriately provide a particular service.

Under UK GDPR, special-category data requires both a lawful basis under Article 6 and a separate Article 9 condition; explicit consent is one possible Article 9 condition.

Website and technical information

When you visit our website, we may automatically collect:

• your IP address;
• browser type and version;
• device type and operating system;
• approximate location derived from your IP address;
• pages viewed;
• dates and times of visits;
• referring websites;
• links or buttons selected; and
• information collected through cookies or similar technologies.

Please see Section 13 and our separate Cookie Policy for further information.

Email interaction information

When you receive marketing emails from us, our email platform may record:

• whether an email was delivered or opened;
• links selected within an email;
• the date and time of interactions;
• email preferences; and
• unsubscribe or complaint actions.

We may collect personal information:

• directly from you;
• through forms on our website;
• through Calendly, our online booking system, when you arrange a free discovery call or appointment and complete the associated booking questions;
• during discovery calls or client sessions;
• through questionnaires, consultation forms and client intake forms;
• through email, telephone or messaging services;
• through payment and invoicing services;
• through cookies and website analytics; and
• from service providers acting on our behalf.

We may use personal information to:

• provide the guided journal, relaxation audio or other free resource you have requested;
• manage your subscription to the Best Self NLP mailing list;
• respond to questions and enquiries;
• arrange and manage discovery calls, including sending booking confirmations, reminders and joining details;
• contact you by telephone where you have requested a phone call rather than a Zoom call;
• review the information you provide before a discovery call so that we can understand the support you are looking for, your goals and relevant background;
• assess whether our services may be suitable and appropriate for you;
• prepare for and conduct discovery calls;
• provide coaching, NLP, hypnotherapy and Time Line Techniques services;
• prepare for and maintain appropriate records of client sessions;
• communicate with you about appointments and services;
• process payments and issue invoices or receipts;
• manage cancellations, rescheduling and customer-service matters;
• send newsletters, resources, information and promotional emails in accordance with your subscription;
• record and manage your marketing preferences;
• improve our website, resources and services;
• protect our website and systems against misuse, fraud and security threats;
• meet insurance, professional, accounting, tax and legal requirements;
• establish, exercise or defend legal claims; and
• deal with data-protection enquiries, requests and complaints.

We will not use your personal information for purposes that are incompatible with those described in this Privacy Policy unless permitted or required by law.

Best Self NLP offers free resources, including:

• the Who Am I Now? guided journal;
• the relaxation audio; and
• other resources that may be offered in the future.

To receive one of our free resources, you will be asked to provide your name and email address and subscribe to the Best Self NLP mailing list. We make this clear at the point of sign-up.

We use the information you provide to:

• send you the free resource you have requested;
• add you to the Best Self NLP mailing list; and
• send you occasional emails containing helpful resources, wellbeing and personal-development information, news and updates, details of our services and occasional offers or promotions.

We use EmailOctopus to manage our mailing list and send these emails.

You can unsubscribe from marketing emails at any time by:

• selecting the unsubscribe link included in any marketing email; or
• contacting us at hello@bestselfnlp.co.uk.

Unsubscribing will not affect your right to keep or use any free resource that you have already received.

We will keep a record of your subscription preferences and, where necessary, retain limited information after you unsubscribe to ensure that we respect your request not to receive further marketing communications.

Appointment confirmations, discovery-call communications, replies to enquiries, requested download emails and other communications relating directly to services or information you have requested are not treated as marketing emails.

Email marketing to individuals is subject to PECR and, where consent is relied upon, it must specifically cover the type of electronic marketing being sent.

Data-protection law requires us to have a lawful basis for using personal information.

Depending on the circumstances, we may rely on the following lawful bases.

Consent

We may rely on consent where:

• you subscribe to the Best Self NLP mailing list;
• you agree to receive email marketing;
• you agree to the use of non-essential cookies;
• you give permission for us to publish a testimonial;
• we ask for your explicit consent to process special-category personal information; or
• another activity specifically requires your consent.

You can withdraw consent at any time.

Withdrawal of consent will not affect processing that lawfully took place before consent was withdrawn.

Contract and steps before entering into a contract

We may rely on contract, or steps taken at your request before entering into a contract, where using your information is necessary to:

• arrange and administer a discovery call or other appointment requested by you;
• understand the nature of the support you are seeking before deciding whether to work together;
• arrange, provide or manage services you have requested;
• administer appointments;
• process payments;
• communicate with you about your services; or
• take other steps at your request before you enter into an agreement with us.

Legitimate interests

We may rely on our legitimate interests to:

• respond to enquiries;
• manage and improve our website and services;
• maintain appropriate business records;
• protect our website, clients and business from misuse or security threats;
• understand how our website and communications are used; and
• establish, exercise or defend legal claims.

Where we rely on legitimate interests, we consider whether our interests are necessary and balanced against your rights, interests and reasonable expectations.

Legal obligation

We may process information where necessary to comply with legal duties, including:

• accounting and tax obligations;
• responding to lawful requests from regulators or public authorities;
• complying with data-protection requirements; and
• maintaining legally required records.

Special-category personal information

Where we process information concerning your physical or mental health or other special-category information, we must have both:

• a lawful basis for processing under Article 6 of the UK GDPR; and
• an additional condition for processing under Article 9 of the UK GDPR.

Where appropriate, we may rely on your explicit consent to process special-category information that you voluntarily provide for specified purposes connected with an enquiry, discovery call or the provision of our services.

We may also process such information where necessary to establish, exercise or defend legal claims or where another condition permitted by law applies.

We may share personal information with trusted service providers that help us operate our website and business.

These may include:

• EmailOctopus, for delivering requested resources, managing mailing-list subscriptions and sending email communications;
• Calendly, for arranging discovery calls and appointments and collecting information provided when booking, including your name, email address, telephone number where applicable, location and responses to booking questions;
• SiteGround, which hosts the Best Self NLP website;
• WordPress and website form providers;
• cookie-consent and website analytics providers;
• payment-processing and banking providers;
• accounting, bookkeeping or invoicing providers;
• secure cloud-storage and IT-support providers;
• professional advisers, insurers or legal representatives; and
• public authorities or regulators where disclosure is legally required.

These organisations may act as data processors on our behalf or, in some circumstances, as separate data controllers.

Where an organisation processes information on our behalf, we require it to use the information only for the agreed purpose, protect it appropriately and comply with applicable data-protection law.

We do not sell, rent or trade your personal information.

We do not share your personal information with other organisations for their own marketing purposes.

The ICO requires privacy information to identify recipients or meaningful categories of recipients and to explain international transfers where relevant.

Information shared during discovery calls and client sessions will be treated confidentially.

However, confidentiality may be limited where:

• you ask or authorise us to share information;
• disclosure is required by law or a court order;
• information is required by our insurer or professional adviser in connection with a complaint or legal claim;
• there is a serious and immediate concern about someone’s safety; or
• disclosure is otherwise permitted or required by law.

Where possible and appropriate, we will discuss a proposed disclosure with you before information is shared.

Best Self NLP does not provide emergency, medical or crisis services. Where urgent medical or mental-health support is required, you should contact an appropriate healthcare or emergency service.

Some of the organisations that provide our website, email, booking, storage or technology services may process personal information outside the United Kingdom.

Where personal information is transferred outside the UK, we will take reasonable steps to ensure that the transfer complies with applicable UK data-protection law.

Where information is transferred to a country not covered by UK adequacy regulations, an appropriate safeguard may be used.

Depending on the provider and destination, this may include:

• an applicable UK adequacy arrangement;
• the UK Extension to the EU–US Data Privacy Framework, where applicable;
• the UK International Data Transfer Agreement;
• the UK Addendum to approved EU Standard Contractual Clauses; or
• another safeguard permitted under UK data-protection law.

You may contact us if you would like further information about the safeguards used for a particular provider.

We take appropriate technical and organisational measures to protect personal information from:

• unauthorised access;
• accidental loss;
• inappropriate disclosure;
• alteration;
• misuse; and
• destruction.

Measures may include:

• password-protected systems;
• access controls;
• multi-factor authentication where available;
• secure website connections;
• reputable website, email, booking and hosting providers;
• software and security updates;
• backups;
• confidentiality procedures; and
• limiting access to people who genuinely need the information.

No website, email service or electronic storage system can be guaranteed to be completely secure. However, we take reasonable steps to reduce risks and respond appropriately to suspected data breaches.

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected, taking account of legal, tax, insurance and professional requirements.

There are no universal fixed retention periods under data-protection law; organisations should set appropriate periods and erase or anonymise information when it is no longer needed.

Our usual retention periods are:

Free-resource and mailing-list information

When you request a free resource and subscribe to the Best Self NLP mailing list, your name, email address, subscription status and relevant consent or subscription records will normally be retained while you remain subscribed.

If you unsubscribe, we may retain limited information, such as your email address and unsubscribe status, on a suppression list so that we can respect your preference and avoid sending further marketing communications.

Contact-form enquiries

General enquiries that do not lead to a discovery call or client relationship will normally be retained for up to 12 months after the last communication, unless there is a reason to retain them for longer.

Discovery-call information

Information collected when you book or attend a discovery call may include:

• your name and contact details;
• your location;
• your responses to booking questions;
• appointment and booking information; and
• information you choose to provide during or following the call.

Where a discovery call does not lead to a client relationship, this information will normally be retained for up to 12 months after the last communication, unless a longer period is necessary to deal with a complaint, dispute, legal matter or another legitimate requirement.

Where you become a client, relevant information collected during the booking process or discovery call may form part of your client record and will be retained in accordance with the client-record retention period below.

Client records

Client questionnaires, consultation information, correspondence, appointment details, discovery-call information forming part of the client record, session notes and other client records will normally be retained for:

[INSERT THE RETENTION PERIOD REQUIRED BY SUE’S PROFESSIONAL INSURER OR PROFESSIONAL BODY]

A longer period may apply where required by an insurer, professional body or legal obligation, or where information is needed in connection with a complaint or legal claim.

Financial records

Invoices, payment information and accounting records will normally be retained for at least six years after the end of the relevant financial year, where required for tax, accounting or legal purposes.

Complaints and legal matters

Information relating to a complaint, dispute, safeguarding concern or legal claim may be retained for as long as reasonably necessary to investigate and resolve the matter and comply with legal or insurance requirements.

When information is no longer required, we will securely delete or anonymise it.

Our website uses cookies and similar technologies.

Cookies may be used to:

• enable essential website functions;
• maintain website security;
• remember choices or preferences;
• operate forms and booking functions;
• understand how visitors use the website; and
• measure the effectiveness of our content or marketing.

Essential cookies may be placed where necessary for the website to function.

Where consent is required, non-essential cookies, including relevant analytics or advertising cookies, will not be placed unless you have provided the required consent.

You can review or change your cookie choices through the cookie settings available on our website.

Further information about the cookies we use, their providers, purposes and duration is provided in our separate Cookie Policy.

Our website may include links to third-party websites, booking systems, social-media platforms or other external services.

For example, when you use Calendly to book an appointment, some of your information is processed through Calendly’s platform.

Third-party organisations operate under their own privacy policies and may act as separate data controllers for some of their processing.

We recommend reviewing the privacy information provided by any external service you use.

We are not responsible for the privacy practices of independent third-party websites or services outside our control.

Depending on the circumstances and the lawful basis relied upon, you may have the right to:

• be informed about how your personal information is used;
• request access to personal information we hold about you;
• ask us to correct inaccurate or incomplete information;
• ask us to delete your information in certain circumstances;
• ask us to restrict how your information is used in certain circumstances;
• object to certain uses of your information;
• withdraw consent at any time where processing is based on consent;
• receive certain information in a portable format where applicable;
• complain about how your information has been handled; and
• ask for information about safeguards used for international transfers.

These rights are not absolute and may depend on the circumstances and the lawful basis on which information is processed.

For example, we may need to retain information where required by law or where it is necessary to establish, exercise or defend a legal claim.

To exercise a right, contact:

Email: hello@bestselfnlp.co.uk

We may need to ask for information to confirm your identity before responding.

We will respond within the period required by applicable data-protection law.

We will not normally charge a fee. However, a reasonable fee may apply where permitted by law, for example where a request is manifestly unfounded or excessive.

The ICO identifies rights including access, rectification, erasure, restriction, objection and data portability, although the availability of particular rights depends on the circumstances.

If you are concerned about how we have collected, used, shared, stored or protected your personal information, you can make a data-protection complaint by contacting:

Sue Aubrey, trading as Best Self NLP

Email:
hello@bestselfnlp.co.uk

Address:
Aubrey Place
Sherborne Saint John
Basingstoke
RG24 9LA
United Kingdom

Please provide, where possible:

• your name and contact details;
• an explanation of your concern;
• relevant dates or communications; and
• the outcome you would like us to consider.

We will:

• provide a clear way for you to raise a data-protection complaint;
• acknowledge your complaint within 30 days;
• take appropriate steps to investigate it without undue delay;
• keep you informed where appropriate; and
• explain the outcome of our investigation.

We would appreciate the opportunity to address your concern directly.

You also have the right to raise concerns with the Information Commissioner’s Office (ICO), the UK regulator for data protection.

Making a complaint to us does not affect your right to contact the ICO.

The requirement for organisations to provide a complaints process, acknowledge complaints within 30 days, investigate them appropriately and communicate the outcome came into force in June 2026.

We do not use your personal information to make solely automated decisions that produce legal or similarly significant effects on you.

We may update this Privacy Policy when:

• our services or systems change;
• we begin using or stop using a particular service provider;
• legal or regulatory requirements change; or
• we change how we collect, use, store or share personal information.

The current version will be published on our website with the date of the latest update.

We encourage you to review this policy periodically.

For questions about this Privacy Policy, requests concerning your personal information or data-protection complaints, please contact:

Sue Aubrey, trading as Best Self NLP

Business correspondence address:
Aubrey Place
Sherborne Saint John
Basingstoke
RG24 9LA
United Kingdom

Email:
hello@bestselfnlp.co.uk

Website:
https://bestselfnlp.co.uk

Last updated: 22/07/2026