Privacy Policy & Terms and Conditions

Privacy Policy

Who We Are

Butterfield Osteopathy is an osteopathic practice based at 64 Allen Road, London N16 8RZ, and is part of Butterfield Health Ltd, registered in England & Wales (Company No. 16978776). We are committed to protecting the privacy of everyone who uses our services, and to handling your personal data with care, transparency and respect.

For the purposes of this policy, “personal data” means any information relating to a living individual who can be identified from that information.

What Data We Collect and Why

To provide you with safe, effective treatment, we need to collect and hold certain personal information about you. This includes:

For clinical care: When you visit us, we record details relevant to your treatment — such as your medical history, current medications, symptoms and progress notes. This information is essential for delivering appropriate care and is always stored securely. Only practitioners and administrative staff directly involved in your care will have access to it.

For appointments and communications: We use your contact details — including your name, phone number, email address and postal address — to manage your bookings, send appointment reminders and share relevant information about your care.

For marketing purposes: With your consent, we may occasionally send you information about our services, health tips or special offers. You can opt out of marketing communications at any time by contacting us.

Through our website: Our website uses cookies to help us understand how visitors use the site. By continuing to use the site, you consent to cookies being placed on your device. If you prefer, you can disable cookies through your browser settings.

We do not sell, rent or broker your personal data to third parties.

Legal Basis for Processing

We process your data on the following grounds:

• Contractual necessity — to provide the treatment you have requested
• Legitimate interests — to respond to enquiries and promote our services to people who may benefit from them
• Explicit consent — for marketing communications and the processing of sensitive health data

How We Share Your Data

In some circumstances, it may be necessary to share relevant aspects of your medical records with other healthcare professionals — such as your GP, a specialist or a medical insurer. Where possible, we will always inform you before doing so. We may also be required to disclose information to comply with a legal obligation.

Your data will never be shared for commercial purposes without your explicit consent.

How Long We Keep Your Data

We retain patient records for eight years following the end of your treatment, in line with our legal and professional obligations. After this period, data is securely deleted. Records relating to patients who were minors at the time of treatment are kept until they reach the age of 25.

Data Storage

All personal data is held within the United Kingdom. Patient records are stored on Cliniko, a secure cloud-based practice management system. Cliniko is contractually committed to protecting patient data in accordance with GDPR, though its servers are based in Australia.

Your Rights

Under data protection law, you have the right to:

• Access a copy of the personal data we hold about you
• Correct any inaccurate or incomplete information
• Request erasure of your data in certain circumstances
• Restrict or object to how we process your data
• Data portability — to have your data transferred to another organisation

To exercise any of these rights, or to ask what data we hold about you, please contact us with valid proof of identity (e.g. a copy of your driving licence or passport, plus a recent utility bill).

Complaints

If you have a concern about how we handle your personal data, please contact us in the first instance. If we are unable to resolve your concern within 30 days, you have the right to escalate your complaint to the Information Commissioner’s Office (ICO):

ICO| Wycliffe House, Water Lane, Wilmslow, SK9 5AF Tel: 0303 123 1113 | ico.org.uk

Terms and Conditions

Cancellations

We require at least 24 hours’ notice to cancel or reschedule an appointment. Cancellations made with less than 24 hours’ notice may be charged at 50% of the appointment fee. Appointments missed without notice, or cancelled on the day, will be charged in full. Exceptions may be made in genuinely exceptional circumstances at the practitioner’s discretion.

If you need to cancel outside of our normal reception hours, please use the link in your confirmation email or send us an email directly.

Insurance Patients

If you are using private health insurance, please confirm with your insurer whether an excess applies to your policy — most policies carry an excess of around £100. Any excess must be paid directly to the practitioner before your next appointment can be booked.

Children and Young People

Patients under 16 years of age must be accompanied by a parent or legal guardian throughout their appointment. Patients aged 16 and over are treated as adults in terms of consent and are entitled to the same privacy and confidentiality as any adult patient.

Chaperones

You are welcome to bring a chaperone to any appointment.

Clothing and Examination

We respect your modesty at all times. On occasion, a practitioner may ask you to remove a garment to allow for a more thorough examination. You are never under any obligation to do so, and your comfort is always our priority.

Hands-On Treatment

Osteopathy is a hands-on therapy. If you find physical contact uncomfortable, please let your practitioner know before treatment begins — they can discuss alternative approaches, such as exercise-based care.

Post-Treatment Soreness

It is not uncommon to experience some temporary discomfort following treatment, particularly where a condition is long-standing. This usually settles within 24 to 36 hours. If your symptoms worsen or do not improve within this timeframe, please contact your practitioner directly.

Treatment Approach

Our practitioners use a range of techniques tailored to your individual needs. Several of our team specialise in cranial osteopathy, a gentle and highly effective form of treatment. If you have a preference for a particular style of treatment — whether more hands-on or more gentle — please discuss this with your practitioner at the start of your appointment.

Contact Us

Butterfield Osteopathy 64 Allen Road, London, N16 8RZ
📞 020 7254 8890 📧 info@butterfieldosteopathy.co.uk 💬 WhatsApp: wa.me/447958300372

This policy was last reviewed in 2025. We may update it from time to time — the latest version will always be available on our website.