Legal

Privacy Statement

PRIVACY STATEMENT

Who we are?
MCH Psychological Services, trading as Isle Listen, is a data controller for the purposes of the Data Protection Act 2018 and the Data Protection (Application of GDPR) Order 2018 and the Data Protection (Application of LED) Order 2018, together with any regulations made under them (Manx Data Protection Legislation).

Isle Listen is registered with the Information Commissioner’s Office. Our Register number is R000660.

Isle Listen is a trading name of MCH Psychological Services, an Isle of Man registered charity with over 40 years’ experience of providing emotional and psychological support.

Isle Listen’s charitable work focuses on a preventative mental health education programme for young people on the Isle of Man. This programme currently operates in 95% of the Island’s schools & UCM. Isle Listen is in the process of expanding into the community and onto an eLearning platform. Through work commissioned by Manx Care, Isle Listen also provides vital one-to-one therapeutic mental health support to young people up to 18 years of age. This service is led by qualified and accredited therapists.

Lawful basis for processing your information
We will only process your personal data if a lawful basis exists, as set out in Article 6 of the GDPR.

We may rely on:

• Your consent – if we rely on your consent to process your data you may withdraw your consent at any time by contacting our Data Protection Officer (DPO);
• The performance of a contract;
• The need to meet a legal obligation;
• The need to protect the vital interests of you or another natural person;
• The need to protect the public interest; or
• Your legitimate interests or the legitimate interests of a third party.

How do we use your personal data?
How we use your information would largely depend on why you are providing it.

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.

Who do we share your personal data with?
If you are receiving services from us, we may share information that does not identify you (anonymised) with other agencies for the purpose of improving services, staff training, research and audit.

We would never share information that identifies you unless we have a fair and lawful basis such as:

• You ask us to do so.
• We ask and you give us specific permission to do so (consented)
• We have to do so by law (e.g. when sharing information with the police may prevent a serious crime or prevent harm to you or other people)
• We have special permission because we believe that the reasons for sharing are so important that they override our obligation of confidentiality (e.g. when an infectious disease such as meningitis or measles may endanger the safety of others)
• To protect children and vulnerable adults (e.g. safeguarding)
• When a formal court order has been served upon us (e.g. the court orders us to release specific information)

Third parties that we may share your information with include; for example:

• Manx Care
• Department of Education, Sport & Culture
• Law enforcement agencies (prevention or detection of crime)

Anyone who receives information from us also has a legal duty to keep it confidential.

How long will we keep your personal data?
We make every effort to keep all the personal data we hold secure, whether held electronically or as paper copies. We also ensure that only members of staff with a legitimate reason to access your information have permission to do so.

Your information will only be kept for a specific amount of time after which it will be securely destroyed.

Any enquiries should be made directly to the Data Protection Officer (details below).

How we keep your information confidential
Everyone working for Isle Listen has a legal duty to keep information about you secure and confidential and to make sure that anyone working with us also works to the same standards.

We follow the rules set out in the Data Protection Act 2018 and the Data Protection (Application of GDPR) Order 2018 and the Data Protection (Application of LED) Order 2018, together with any regulations made under them (Manx Data Protection Legislation) and in professional codes of conduct to keep your information safe.

We assess ourselves regularly to make sure that we follow good practice and that the latest security measures are in place.

Your information rights
You have rights regarding your information, these rights vary depending on our reason for using use personal information.

Your data protection rights are:

• Your right of access – You have the right to ask us for copies of your personal information.
• Your right to rectification – You have the right to ask us to rectify personal information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.
• Your right to erasure – You have the right to ask us to erase your personal information in certain circumstances.
• Your right to restriction of processing – You have the right to ask us to restrict the processing of your personal information in certain circumstances.
• Your right to object to processing – You have the right to object to the processing of your personal information in certain circumstances.
• Your right to data portability – You have the right to ask that we transfer the personal information you gave us to another organisation, or to you, in certain circumstances.

If you wish to access your records, or exercise any other of your rights above, please contact the Data Protection Officer (DPO).

Your right to complain
It is your legal right that if you wish to complain on how Isle Listen processes your information you can contact the dpo@islelisten.im or submit a complaint to the following:

Isle of Man Information Commissioner
PO Box 69
Douglas
Isle of Man
IM99 1EQ

Telephone: +44 1624 693260

Website: https://www.inforights.im

Contacting the Data Protection Officer
Contact details for our Data Protection Officer (DPO) are:

Data Protection Officer (DPO)
Isle Listen
Mill Court
Hope Street
Castletown
Isle of Man
IM9 1AN

Telephone: +44 1624 679118

Email: dpo@islelisten.im

The Data Protection Officer (DPO) is responsible for:

• Monitoring compliance with data protection laws, data protection polices, including managing internal data protection activities; raising awareness of data protection issues, training staff and conducting internal audits;
• to advise on, and to monitor, data protection impact assessments;
• Providing advice and information to Isle Listen on our data protection obligations
• Being a single point of contact for our employees, our service users (or any other individuals) and the ICO

Changes to our Privacy Policy
Our Privacy Policy may change from time to time, so please check this page occasionally to see if we have included any updates or changes, and that you are happy with them. We will also inform you where we have made substantial changes.

(Last updated: May 2025)

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. If you are not happy with any aspects of the care and services provided by Manx Care, please follow the process here.

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.