We take your data very seriously.


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As well as the data we collect via our website, we also have a number of policies for equality, data handling and complaints within our practice. These are all outlined below but if you require any further assistance or information please get in touch.

Please note that analytics are used to measure our website traffic but we do not collect data or share information with any third parties. 


Mind-Growth Mastery (MGM) Compliance and Data Handling Policy

Compliance with the General Data Protection Regulations (GDPR)

Collation, retention & deletion of information Legal Requirement

Under the GDPR Mind-Growth Mastery must:

• use personal information fairly and lawfully;

• collect only the information necessary for a specific purpose(s);

• ensure it is relevant:

• only hold as much information as it needs, and only for as long as it needs it;

• allow the subject of the information to see it on request, in accordance with the rights of the individual under GDPR.

• keep the information secure.


Information should be relevant, held and stored in accordance with the GDPR. No full client’s names will be used on answer-phone messages or email unless the individual has personally supplied those details.

What personal information is held?

A minimal amount of detail will be held by MGM in the form of basic information: In respect of staff this will be information provided during the application and appointment process. In respect of beneficiaries, the information held is set out in the MGM Registration Form which includes contact details, Course Assessment and Outcome forms, attendance logs and client database. In respect of third parties i.e., facilitators, therapists, the information provided in the Third-Party Provider Course Facilitator/Therapist Agreement will be retained. Wherever possible, all information is to be held electronically (or transferred to an electronic format). Any information held on computer is to be protected by password and any information held on paper is to be kept in a locked cabinet or suitably anonymised.

Requirements and Retention

• MGM will not keep information on clients for any longer than is necessary. Records for discharged clients will be retained for seven years and then destroyed.

• It is the responsibility of each Facilitator/Therapist to hold and store their own professional session notes securely. The Third-Party Provider Course Facilitator/ Therapist Agreement covers this issue in more detail.

Subject Access

MGM will respond to individual requests for access to their held personal information or notices in accordance with the GDPR and within 28 days.

Under this legislation you have the right to:

Be informed about the collection and use of your personal data

• Access the data held (a copy of your data will be provided on request)

• Have any inaccuracies in your data corrected

• Request your details be deleted from our records

• Request that the use of your personal data is restricted

You have the right to object to the use of your personal data at any time.

If you wish to exercise any of the rights outlined above, please get in touch.


Mind-Growth Mastery CIC is committed to encouraging equality and diversity among our workforce and clients and eliminating unlawful discrimination.

The aim is for our workforce to be truly representative of all sections of society and our clients, and for each employee to feel respected and able to give their best.

The organisation – in providing services and/or facilities – is also committed against unlawful discrimination of clients or the public

The policy’s purpose is to:

  • Provide equality, fairness, and respect for all in our employment, whether temporary, part-time, or full-time
  • Not unlawfully discriminate because of the Equality Act 2010 protected characteristics of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (including colour, nationality, and ethnic or national origin), religion or belief, sex (gender) and sexual orientation
  • Oppose and avoid all forms of unlawful discrimination. This includes in pay and benefits, terms, and conditions of employment, dealing with grievances and discipline, dismissal, redundancy, leave for parents, requests for flexible working, and selection for employment, promotion, training, or other developmental opportunities

The organisation commits to:

  • encourage equality and diversity in the workplace as they are good practice and make business sense

  • create a working environment free of bullying, harassment, victimisation, and unlawful discrimination, promoting dignity and respect for all, and where individual differences and the contributions of all staff are recognised and valued

This commitment includes training managers and all other employees about their rights and responsibilities under the equality policy. Responsibilities include staff conducting themselves to help the organisation provide equal opportunities in employment, and prevent bullying, harassment, victimisation, and unlawful discrimination

All staff should understand they, as well as their employer, can be held liable for acts of bullying, harassment, victimisation, and unlawful discrimination, in the course of their employment, against fellow employees, customers, suppliers and the public

  • take seriously complaints of bullying, harassment, victimisation and unlawful discrimination by fellow employees, customers, suppliers, visitors, the public and any others during the organisation’s work activities

Such acts will be dealt with as misconduct under the organisation’s grievance and/or disciplinary procedures, and any appropriate action will be taken. Particularly serious complaints could amount to gross misconduct and lead to dismissal without notice

Further, sexual harassment may amount to both an employment rights matter and a criminal matter, such as in sexual assault allegations. In addition, harassment under the Protection from Harassment Act 1997 – which is not limited to circumstances where harassment relates to a protected characteristic – is a criminal offence

  • make opportunities for training, development, and progress available to all staff, who will be helped and encouraged to develop their full potential, so their talents and resources can be fully utilised to maximise the efficiency of the organisation
  • decisions concerning staff being based on merit (apart from in any necessary and limited exemptions and exceptions allowed under the Equality Act)

  • review employment practices and procedures when necessary to ensure fairness, and update them and the policy to take account of changes in the law
  • monitor the make-up of the workforce regarding information such as age, gender, ethnic background, sexual orientation, religion or belief, and disability in encouraging equality and diversity, and in meeting the aims and commitments set out in the equality policy

Monitoring will also include assessing how the equality policy, and any supporting action plan, are working in practice, reviewing them annually, and considering and taking action to address any issues

For a full definition of these terms, please follow this link to the ACAS website where you can read descriptions and find out more about types of discrimination:

– https://www.acas.org.uk/index.aspx?articleid=1363

The equality policy is fully supported by senior management and has been agreed with trade unions and/or employee representatives

Details of the organisation’s grievance and disciplinary policies and procedures can be found in our Company Handbook and will be available on our website. This includes with whom an employee should raise a grievance – usually their line manager.

Use of the organisation’s grievance and/or disciplinary procedures does not affect an employee’s right to make a claim to an employment tribunal within three months of the alleged discrimination.



To ensure that Mind-Growth Mastery CIC (MGM) develops a culture in which clients and members of staff feel they can raise concerns, express comments and make complaints that are dealt with quickly and effectively to the satisfaction of the complainant. Of equal importance is that staff are recognised for good work and that MGM learns and develops from feedback, therefore compliments and feedback is also recorded and permission to use quotes obtained and noted in the Compliments and Feedback folder online.

MGM endeavours to: –

• Ensure that all Directors, staff, volunteers, and course facilitators receive training in customer care and in handling complaints

• Monitor the reporting and handling of complaints within a prescribed timescale.

• Ensure that the Complaints Procedure below is reviewed annually.

• Monitor categories of complaints and ensure that any underlying causes are identified, and remedial action taken.

• Ensure that clients are aware of the Complaints Procedure.

• Inform the relevant Regulatory Body where a complaint is serious or complex.

Staff Responsibilities:

• To be conversant with the Complaints Procedure and the flow-chart for handling complaints/concerns.

• To recognise when a concern/complaint is being raised and the need to report the matter immediately to the Directors

• WSS coordinator to record when a complaint/concern has been raised and to whom the matter has been reported together with subsequent outcome or to escalate (to Director) if necessary

• To co-operate with any investigation relating to a complaint/concern.

• To ensure that no discriminatory action or non-action is made against a complainant.

• To work collaboratively within the team to identify circumstances which may have led to a complaint and identify remedial action.

• To ensure that clients will not be victimised for making a complaint.

• To ensure all data recorded, collected and deleted will be in accordance to our new Compliance and Data Handling Policy which reflect the General Data Protection Regulations (GDPR May 18)

Complaints Flow Chart

Verbal or Written Complaint Received

If the matter is unlawful, serious in nature and involves misconduct or malpractice the Directors and appropriate external organisations are informed (Timescale – immediate)

If complaint resolved immediately, and appropriate action taken: Reported to Business Administrator and recorded in complaints folder online (Timescale – 7 working days)

If the matter cannot be resolved or is serious in nature it is referred to the Chair and investigated and recorded appropriately (Timescale – within 10 working days)

Review Date

Get In Touch

Email: our preferred method of contact.

Call or Text: Monitored daily.

07942 752281


Wilmerhatch Lane, Epsom, KT18 

We aim to get back to you within 2 working days at the latest.