Hannah Plews Book Coach customer privacy notice

This privacy notice tells you what to expect us to do with your personal information.

Contact details

What information we collect, use, and why

We collect or use the following information to provide and improve products and services for clients:

Names and contact details

Payment details (including card or bank information for transfers and direct debits)

Transaction data (including details about payments to and from you and details of products and services you have purchased)

Usage data (including information about how you interact with and use our website, products and services)

Audio recordings (eg calls)

Records of meetings and decisions

Account access information

Website user information

We collect or use the following personal information for the operation of client or customer accounts:

Names and contact details

Purchase or service history

Marketing preferences

We collect or use the following personal information for information updates or marketing purposes:

Names and contact details

Marketing preferences

Purchase or account history

Website and app user journey information

We collect or use the following personal information to comply with legal requirements:

Name

Contact information

Client account information

Any other personal information required to comply with legal obligations

We collect or use the following personal information for dealing with queries, complaints or claims:

Names and contact details

Payment details

Purchase or service history

Call recordings

Customer or client accounts and records

Correspondence

Lawful bases and data protection rights

Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.

Which lawful basis we rely on may affect your data protection rights which are set out in brief below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:

Your right of access - You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. Read more about the right of access.

Your right to rectification - You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. Read more about the right to rectification.

Your right to erasure - You have the right to ask us to delete your personal information. Read more about the right to erasure.

Your right to restriction of processing - You have the right to ask us to limit how we can use your personal information. Read more about the right to restriction of processing.

Your right to object to processing - You have the right to object to the processing of your personal data. Read more about the right to object to processing.

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. Read more about the right to data portability.

Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. Read more about the right to withdraw consent.

If you make a request, we must respond to you without undue delay and in any event within one month.

To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.

Our lawful bases for the collection and use of your data

Our lawful bases for collecting or using personal information to provide and improve products and services for clients are:

Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

We collect and use personal information under legitimate interest to improve our book coaching services. This benefits clients and our business while respecting privacy. Why this is necessary: To provide high-quality manuscript coaching, we must understand what's working in our services and where we can improve. We analyse patterns in structural challenges clients face and which coaching approaches are most effective. We cannot provide excellent, evolving services without learning from our work. Benefits to clients: Analysing how our services are used and what outcomes clients achieve allows us to continuously improve our coaching methods. Future clients receive better service based on what we've learned. Clients benefit from our growing expertise and our ability to anticipate common manuscript challenges. We can identify which resources are most helpful and refine our proprietary coaching method accordingly. Benefits to our business: Understanding client needs helps us develop more effective services and create relevant content. This allows us to run a sustainable business serving writers long-term. We can identify which manuscripts we work with most effectively, helping us better serve our target audience. Why risks are minimal: We analyse information clients voluntarily share through our business relationship - services purchased, manuscript types, and general structural challenges. This is not sensitive personal data. We don't share individual client information with third parties for marketing. Clients would reasonably expect us to learn from our work and improve services over time. Balancing interests: We only process information genuinely useful for service improvement. Clients can object if they have concerns - we prioritise fundamental rights over business interests when conflicts arise. We maintain appropriate security and are transparent about our practices. Service improvement directly serves clients' interests through better coaching. Risks are minimal as we use information in expected ways with appropriate security. Our processing enables us to provide high-quality, specialised manuscript coaching and fulfil our mission of helping writers achieve structural clarity.

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

Our lawful bases for collecting or using personal information for the operation of client or customer accounts are:

Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

We maintain client account records under legitimate interest to provide efficient, professional service and ensure continuity throughout our coaching relationships. Why this is necessary: Operating client accounts requires keeping organised records of each client's service history, communication preferences, and account status. Without these records, we couldn't track which services have been delivered, what\'s in progress, or what clients have requested. This would make it impossible to provide consistent, professional service or avoid errors and confusion. Benefits to clients: Maintaining organised account records means we can provide seamless service throughout our coaching relationship. Clients don't need to repeatedly explain their situation or remind us of their purchase history. We can quickly reference previous discussions, understand where they are in their manuscript journey, and provide personalised support based on our shared history. When clients contact us with questions, we can respond efficiently because we have their account information readily available. This saves time and creates a better experience than if we had to reconstruct details each time. Benefits to our business: Organised client accounts allow us to operate professionally and efficiently. We can manage multiple coaching relationships without confusion, honour our commitments, and maintain the quality standards clients expect. This enables us to run a sustainable business that continues serving writers effectively. Why risks are minimal: Account information consists of basic business records - names, contact details, purchase history, and communication preferences. This is information clients voluntarily provide when engaging our services and would naturally expect us to keep. We're not collecting sensitive data or using information in unexpected ways. Account records are securely stored and only accessed by us for legitimate business purposes. We don't share client account information with third parties. Balancing interests: We only maintain information necessary for effective account operation. Clients can request to see what records we hold and can object to processing if they have specific concerns. We prioritise client rights while maintaining the basic records needed to serve them professionally. Clients benefit directly from our organised account management through better service quality and continuity.

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

Our lawful bases for collecting or using personal information for information updates or marketing purposes are:

Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

Our lawful bases for collecting or using personal information to comply with legal requirements:

Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:

Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

We process personal information under legitimate interest when handling queries, complaints, or claims because both parties benefit from fair, thorough resolution of concerns. Why this is necessary: To properly investigate and resolve queries or complaints, we must access relevant information about the client's services, communications, and the specific circumstances of their concern. Without this information, we cannot understand the issue, determine what happened, or provide an appropriate response. Effective complaint handling requires reviewing the full context. Benefits to clients: Clients making queries or complaints have a clear interest in having their concerns taken seriously and resolved fairly. Processing their information allows us to investigate thoroughly, understand their perspective, and provide a meaningful response. This protects clients' rights and ensures they receive proper redress if something has gone wrong. Clients benefit from our ability to review all relevant information - including service records, communications, and feedback - to understand their situation fully rather than making decisions without proper investigation. Benefits to our business: Understanding and resolving complaints helps us maintain our professional reputation, identify where services can improve, and maintain positive client relationships. Proper complaint handling reduces the risk of disputes escalating and allows us to address issues constructively. This protects both our business interests and future clients who benefit from improvements we make. Why risks are minimal: We only process information directly relevant to the specific query or complaint. Clients raising concerns voluntarily provide this information and expect us to use it to address their issue. This is a normal, expected part of any professional service relationship. Information is handled confidentially and securely, accessed only by those involved in resolving the matter. We don't use complaint information for unrelated purposes or share it inappropriately. Balancing interests: The client's interest in having their concern addressed fairly aligns directly with our processing of their information. We're not prioritising business interests over client rights - both parties benefit from thorough, fair complaint handling. We process only what's necessary to understand and resolve the specific issue. Clients can escalate concerns if they’re unsatisfied with our response, providing an additional safeguard.

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

Where we get personal information from

Directly from you

Suppliers and service providers

How long we keep information

We retain personal information only for as long as necessary for the purposes we collected it. Specific retention periods include:

Financial records (invoices, payments): 6 years from end of financial year (legal requirement for HMRC)

Client service records and contracts: Duration of coaching relationship plus 6 years

Client manuscripts and coaching materials: 3-6 months after service completion (or longer if agreed with client)

Marketing communications: Until you unsubscribe, plus 2 years for consent records

General correspondence: 2-3 years

Website analytics: 2 years maximum

After these periods, we securely delete or anonymise personal information unless we have a legal obligation to retain it longer.

Who we share information with

Data processors

Wix (website hosting and analytics services, technology sector, international) Host our website, manage website functionality, and provide analytics about how visitors use our site.

Payment processing services (financial services sector, international) Process client payments securely, handle card transactions, and manage payment records.

Email marketing services (marketing technology sector, international) Manage our mailing lists, send newsletters and course content, and track email engagement.

Video conferencing services (technology sector, international) Facilitate online coaching sessions and video calls with clients.

Cloud storage services (technology sector, international) Securely store client manuscripts and coaching materials.

Others we share personal information with

Professional or legal advisors

Publicly on our website, social media or other marketing and information media

Sharing information outside the UK

Where necessary, we may transfer personal information outside of the UK. When doing so, we comply with the UK GDPR, making sure appropriate safeguards are in place.

For further information or to obtain a copy of the appropriate safeguard for any of the transfers below, please contact us using the contact information provided above.

Organisation name: Wix (Website Hosting)

Category of recipient: Website hosting and analytics services

Country the personal information is sent to: Israel (and international servers)

How the transfer complies with UK data protection law: The country or sector has been assessed as providing adequate protection to data subjects (also known as Adequacy Regulations or UK data bridge)

Organisation name: US-based technology service providers (payment processing, email marketing, video conferencing, and cloud storage services)

Category of recipient: Technology and financial services providers

Country the personal information is sent to: United States (and international servers)

How the transfer complies with UK data protection law: These service providers use appropriate safeguards including Standard Contractual Clauses or the International Data Transfer Agreement to ensure your data is protected when transferred outside the UK.

How to complain

If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.

If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.

The ICO’s address:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline number: 0303 123 1113

Website: https://www.ico.org.uk/make-a-complaint

Last updated

12 January 2026