Additional privacy information for registered Brain in Hand users 

 

This page covers additional privacy information specific for registered users of the Brain in Hand (BiH) mobile and web-apps. It also applies to users who have been referred or self-referred to be BiH users, but who have not yet completed registration.  

 

This page was last updated on 23rd July 2025.

3.1. Types of personal information gathered 

Type of data:

  • Personal and Demographic data

  • Sensitive information, including data gathered about you from third parties such as professional referrers

  • Information from records of coaching sessions and response service interactions

  • Your BiH content

  • Activity information on how you use BiH Services 

  • Technical information on your visit to the BiH website or apps

  • Third-party calendar data, if you choose to connect your Gmail, Outlook or Apple Calendar account to your BiH account  

Lawful basis:

  • Article 6 Lawful Basis: Article 6(1)(b) - contract
  • Article 9 Exemption: Article 9(2)(a)  - explicit consent 

BiH user licences can be funded by: 

  • the individual user themselves 

  • by a government or similar scheme such as the Disabled Students Allowance or Access to Work 

  • by their employer 

  • by another organisation under Health and Social Care programme, such as a Local Authority or NHS body 

Where a user's licence is funded under a Health and Social Care programme, the funding body will often ask us to share information on how their users interact with BiH. We do this carefully.  

This type of information may be shared with your funder in a way that is attributable to you. It may also be used in an aggregated form by which it is not attributable to you  

 

Type of data: 

  • Personal and Demographic data 

  • Sensitive information, including data gathered about you from third parties such as professional referrers 

  • Your Brain in Hand content 

  • Activity information on how you use BiH Services 

  • Your voluntary feedback on the BiH service  

Lawful basis: 

  • Article 6 Lawful Basis: Article 6(1)(f) – legitimate interest 

  • Article 9 Exemption: Article 9(2)(h)  - provision of health and social care and Article 9(2)(g)  - substantial public interest 

Type of data: 

  • Personal and demographic data  

  • Sensitive information 

  • Information from records of coaching sessions and response service interactions 

  • Technical information on your visit to the BiH website or apps  

  • Your voluntary feedback on the BiH service  

Lawful basis: 

  • Article 6 Lawful Basis: Article 6(1)(f) – legitimate interest 

  • Article 9 Exemption: Art 9(2)(g) substantial interest and  
    Art 9(2)(h) management of health care services 

Type of data:

  • Information that you have explicitly agreed that we can use in case studies or research 

Lawful basis:

  • Article 6 Lawful Basis: Article 6(1)(a) – consent
  • Article 9 Exemption: Article 9(2)(a) – explicit consent 

Type of data: 

  • Information that you have explicitly agreed that we can use in case studies or research  

  • Note that if you are using BiH as part of a specific research project, you will have received more information on how that project will use your data prior to participating in the project. If you require a copy of that information, please contact DPO@braininhand.co.uk 

Lawful basis: 

  • Article 6 Lawful Basis: Article 6(1)(f) – legitimate interest 

  • Article 9 Exemption: 9(2)(a) explicit consent / (9)(2)(j) research  

Type of data: 

  • Personal and Demographic data  

Lawful basis: 

  • Article 6 Lawful Basis: Article 6(1)(b) – contract 

  • Article 9 Exemption: N/A 

Type of data:

  • Sensitive information
  • Information from records of coaching sessions and response service interactions 

Lawful basis:

  • Article 6 Lawful Basis: Article 6(1)(c) legal obligation
  • Article 9 Exemption: Article 9(2)(g) – public interest 

Type of data:

  • Personal and Demographic data
  • Your voluntary feedback on the BiH service 
  • Information that you have explicitly agreed that we can use in case studies or research   
  • Information used for marketing purposes will be used in an anonymised way. 

Lawful basis:

  • Article 6 Lawful Basis: Article 6(1)(a) consent –  Article 6(1)(f) – legitimate interest
  • Article 9 Exemption: N/A

If you don’t provide certain data when requested, we may not be able to provide our services (e.g. process your registration). 

When we rely on legitimate interest, our legitimate interest is to provide you with our services. 

  1. Personal and Demographic data:  

a. This can include your name, email address, mobile number, demographic data, postal addresses, details about your university and/or workplace

b. It can also include contact details for your emergency contact, your nominated supporters, personal responders or support provider. 

 

  1. Sensitive information

    a. We collect information in our referral and registration process such as your personal description of your needs, goals, circumstances or preferences to help us ensure that Brain in Hand is right for you. It can also include special category information you choose to disclose to us including: health information, gender identity and sexual orientation and ethnicity. It can also include information gathered from a professional referrer such as a support worker, if you are referred rather than self-referring. We only use this information when necessary and we do not use all the data for all the purposes given in the table above; 

    b. This category also includes sensitive information that registered BiH users reveal to us during:  

    i. contact with the on-demand Human Support e.g. call recordings or text/email transcripts, and summary notes left on your account; 

    ii. contact with external safeguarding partners if required; 

    iii. contact with a BiH representative, e.g. emails, text/chat transcripts or call recordings or notes. 

     

  2. Information from records of coaching sessions and response service interactions 

    a. We can make records of your interactions with the BiH service. This may contain personal or sensitive information depending on the subject of your contact. These sources can be:

    i. contact with a coach, e.g. your session notes, session recordings and transcripts if made, or other records kept by the coach, such as Risk Assessments. If you are 18 or over, you will be able to opt out of video recordings and transcripts, but in this case manual notes will be made instead. If you are under 18, your session must be recorded or be observed by a BiH chaperone.

    ii. audio recordings of, SMS transcripts or responder notes from, your interactions with the on-demand Human Support  

  3. Your Brain in Hand content: 

a. We collect this when you input it into your account via our website, mobile apps or use and share supporting resources such as your pre-coaching questionnaire. 

b. This is information about the events, activities, mood tags, comments, problems, and solutions that make your BiH account personalised and useful to you. 

 

      5. Activity information on how you use Brain in Hand Services

a. For registered BiH users we will collect:

i. any phone number used to call BiH;

ii. a record of time spent with your coach. 

iii. Statistical interaction with the digital tools and human support, such as when you use BiH and how often; or through evaluation of your progress using BiH and your feedback on the service you have received; 

iv. If applicable, information on your activity, progress, and use of the services to your funder 
 

        6. Technical information on your visit to the Brain in Hand website or apps

a. This is information we collect from your use of our website and mobile applications, such as the frequency at which you use different features or pages of the website or app.  

b. During each visit to our website or mobile application, we also automatically collect the following technical information: 

i. the Internet protocol (IP) address used to connect your computer to the Internet, your login information, browser type and version, time zone setting, browser plug-in types and versions; 

ii. operating system and platform; 

iii. Information about your visit, including the full Uniform Resource Locators (URL), clickstream (including date and time), page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, mouse-overs, button presses, swipes, and methods used to browse away from the page); 

 

         7. Information that you have explicitly agreed that we can use in case studies or research

a. We may also ask you to tell us more about your story and how BiH has supported you. In these cases, we will ask for your specific consent and what information you are happy to be shared as part of the case study. 

 

         8. Your voluntary feedback on Brain in Hand services

This is feedback that you voluntarily provide on BiH services, including through: 

a. The online ‘Contact Us’ form

b. Feedback on BiH services collected when you have contact with BiH including your coach

c. Feedback you provide through BiH surveys

 

9. Third-party calendar data

a. If you choose to connect your Gmail, Outlook or Apple calendar account to your BiH account, we will collect and use data from it in your BiH apps. See more information on third-party calendar integration in the section below. 

 

3.2. Third-party calendar data 

This section of the BiH privacy statement specifically describes how Brain in Hand Ltd collects and uses the information you have in your third-party calendar accounts (e.g. Google/Outlook calendars) via the optional integration with the BiH app.  

3.2.1. Data collection  

It is your choice whether to connect your third-party calendar accounts to your account or not via the optional integration within the BiH app.  

If you choose to connect, we will store some information about your third-party calendar events in your BiH account so that you can see them in your BiH app. We will NOT transfer information from your BiH account to your third-party calendar accounts.  

See more information about the third-party calendars data we store if you choose to connect in the ‘More information’ section below. Information about how we handle data if you later choose to disconnect is in Section 3.2.2 below. 

You can choose to disconnect your third-party calendar (e.g. Google/Outlook calendar) from your BiH account at any time through your Brain in Hand mobile app.  

If you choose to connect it, we will store: 

The calendar details - your calendar ID and the username (email address). 

For each third-party calendar (e.g. Google/Outlook calendars) external event:  

  • ID number  

  • A URL for the source (only accessible to the user in a browser where the account is signed in)  

  • Source account ID (the same as calendar ID above)  

  • Event name/title 

For each third-party calendar (e.g. Google/Outlook calendar) external event to which you have added BiH Problems, Solutions or Reminders, we will also store:  

  • Start and end date and time  

  • Sequence ID and start/end dates (for recurring events)  

  • Time zone of the event  

  • Event description if there is one  

  • Event location if there is one  

  • BiH activity ID  

  • Colour assigned to the event 

We will NOT store:  

  • Any other information about your third-party calendar events  

  • Information about your contacts  

3.2.2. Data use 

If you choose to connect your third-party calendar (e.g. Google/Outlook calendar) account to your BiH account, we will use this data to: 

  • show you basic information about your third-party calendar events in your BiH app– event name, date, time and location
  • allow you to add BiH Activities, Problems, Solutions and/or Reminders, to third-party calendar events 
  • allow you to review Solutions (and the third-party calendar event associated with the Solution press) on your BiH Timeline.  

If you later choose to disconnect your third-party calendar (e.g. Google/Outlook calendar) account from your BiH account:  

  • for third-party calendar events which you HAVE NOT pressed a Solution for, or added a Reminder for, all information about that event will be deleted from your BiH account 
  • for third-party calendar events which you HAVE interacted with (e.g. by marking as Done, or pressing a Solution for, or adding a Reminder for) all information about that event will be deleted from your BiH Diary, but the third-party calendar event name will still be displayed on the relevant Timeline event to help your later reflection activities.  

3.2.3. Limited use disclosure for Google calendars  

Brain in Hand’s use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements.  

3.3. Data retention 

Any personal data that we collect from you (whether submitted directly or collected through your use of our system) will be reviewed on a regular basis to ensure that we only continue to store and process it under lawful grounds and for an appropriate period and only for as long as necessary. For more information, please contact us at DPO@braininhand.co.uk. 

3.4. Communicating with you  

There are a number of different reasons we may contact you.

Essential contact. We will contact you by email, phone call and/or text message to confirm important information that is necessary for fulfilling our contractual obligations to provide the Services to you; you cannot opt out of receiving these. This will include service messaging, responding to support requests, contacting you in relation to the booking and management of Human Support Services.

Marketing contact. We may occasionally reach out by email or text to share useful information that may help or inform you about our product and services. You may opt-out of receiving this communication by clicking ‘unsubscribe’ in our emails, or by replying STOP to SMS messages, at any time.

Participation in service evaluation: We may occasionally reach out by email or text to gather feedback on your user experience. You may opt-out of receiving this communication by the method set out in the communication received or by contacting our DPO at DPO@braininhand.co.uk.

Participation in research. We may occasionally reach out by email or text inviting you to participate in research. You may opt-out of receiving this communication by the method set out in the communication received or by contacting DPO@braininhand.co.uk. 

3.5. Use of AI

Brain in Hand utilises AI to support the delivery of the service. For example, this includes summarising transcriptions of coaching sessions . Whenever we use such technologies, all technologies are used in line with our internal AI Policy which governs how we use AI. We do not make any automated decisions using such technologies.   

3.5. Other information

Further information for all types of Brain in Hand visitors and users is available on our main Privacy Notice page.