Last updated: September 2026

SEND Family respects your privacy and is committed to handling personal information carefully, transparently and lawfully.

This Privacy Policy explains what information we collect when you use the SEND Family website, request resources, register for events, complete a form, book a conversation or otherwise contact us, and how that information is used.

1. Who we are

SEND Family is an educational initiative operated by Estate Plan Office Ltd.

SEND Family provides independent educational information and practical guidance to help families understand issues relating to future planning, including Wills, guardianship, trusts, inheritance, Lasting Powers of Attorney and planning for adulthood.

For the purposes of UK data protection law, Estate Plan Office Ltd is the data controller for personal information collected through SEND Family.

Trading name: SEND Family
Website: sendfamily.org
Email: hello@sendfamily.org

A correspondence address may be provided where required or on request.

2. Information we may collect

Depending on how you interact with SEND Family, we may collect:

• your name;
• your email address;
• your telephone number, where you choose to provide it;
• information submitted through website forms;
• information provided when registering for a workshop, webinar or event;
• information provided when booking a conversation;
• your communication preferences;
• records of correspondence with us;
• information about SEND Family resources or events you have requested or expressed an interest in;
• limited technical information relating to use of the website where this is generated by the website or hosting infrastructure.

We aim to collect only the personal information reasonably necessary for the relevant purpose.

3. Sensitive personal information

SEND Family does not ask visitors to provide medical, diagnostic, disability or other health information through its website forms.

Parents and carers may sometimes choose to discuss personal or sensitive family circumstances during an event or conversation. Where sensitive personal information is provided to us in another context, we will only use it where necessary and in accordance with applicable data protection law.

Where a separate professional engagement is entered into with Estate Plan Office Ltd, information provided as part of that engagement will be handled in accordance with the privacy and data-protection arrangements applicable to that service.

This wording is deliberately narrower than the earlier draft because you are not collecting health/disability information through SEND Family forms. That is the better privacy-by-design position. The ICO treats health information as special-category data requiring additional safeguards where it is actually processed.

4. How we use your information

We may use personal information to:

Respond to enquiries

We use your information to respond when you contact SEND Family, request information or ask to arrange a conversation.

Our lawful basis will generally be our legitimate interests in responding to enquiries and operating our educational service, or taking steps at your request where relevant.

Provide guides and educational resources

If you request a guide, workbook, explainer or other resource, we use your information to provide what you have requested.

If you separately choose to receive future SEND Family updates, event invitations or educational resources, we may also use your information for those communications.

Manage workshops and events

We may use your information to:

• register you for a workshop, webinar or event;
• provide joining instructions or event information;
• administer attendance;
• contact you about changes to the event.

Manage bookings

If you book a conversation, we use the information you provide to administer the booking and communicate with you about it.

Maintain appropriate records

We may retain appropriate records of enquiries, bookings and communications for administrative purposes, continuity, security, legal obligations and protection of our legitimate interests.

Improve SEND Family

We may use non-identifying or aggregated information to understand how SEND Family resources and services are being used and how they can be improved.

The ICO requires organisations to identify and explain the lawful basis for each purpose and, where legitimate interests are relied on, explain those interests.

5. Email updates and educational communications

You may be given the option to receive SEND Family educational updates, resources, event invitations or similar communications.

Where consent is required, we will ask for it before sending those communications.

You may unsubscribe at any time using the unsubscribe option in the email or by contacting us at:

hello@sendfamily.org

Unsubscribing from optional communications will not prevent us from contacting you about something you have specifically requested, such as an event registration or booked conversation.

Electronic marketing is subject to both data-protection law and PECR, and people have the right to opt out of direct marketing.

6. Services and technology we use

SEND Family uses selected third-party services to operate the website and provide its educational services.

These currently include:

Krystal Hosting
Used to host the SEND Family website and associated technical infrastructure.

WordPress
Used to manage website content.

Fluent Forms
Used to manage website forms where applicable.

Zoho Bigin
Used to help organise and manage enquiries, contacts and communications.

TidyCal
Used to provide online booking facilities.

We may introduce, remove or replace service providers as SEND Family develops.

Where third parties process personal information on our behalf, appropriate data-protection arrangements will be used where required.

7. Sharing personal information

We may share personal information where reasonably necessary with:

• hosting and technology providers;
• CRM, communications and booking providers;
• event or administrative service providers;
• professional advisers;
• regulators, authorities or law-enforcement bodies where legally required;
• parties where necessary to establish, exercise or defend legal rights.

We do not sell personal information to advertisers or data brokers.

The ICO expects privacy information to identify recipients or categories of recipients as specifically as reasonably possible.

8. International processing

Some of the technology providers used by SEND Family may process or store information outside the United Kingdom.

Where UK data-protection law treats this as a restricted international transfer, appropriate legal safeguards will be used where required.

These may include recognised adequacy arrangements or other safeguards permitted by UK data-protection law.

9. Cookies and website technology

SEND Family aims to keep its website technology and data collection proportionate.

The website may use cookies or similar technologies that are necessary for:

• website functionality;
• security;
• hosting;
• form operation;
• maintaining user preferences where applicable.

At launch, we do not intend to use unnecessary behavioural tracking simply for the sake of collecting additional visitor data.

If we introduce non-essential analytics or similar technologies in future, we will review whether additional information and consent mechanisms are required and update this Privacy Policy accordingly.

This is deliberately written to reflect our current strategy: essential technology plus Search Console, rather than automatically adding GA4 or other behavioural analytics at launch.

10. Google Search Console

We may use Google Search Console to understand how the SEND Family website appears and performs in Google Search, including matters such as indexing, search terms and technical website performance.

Search Console is primarily used to understand search visibility rather than to build individual visitor profiles.

If additional Google analytics or advertising technologies are introduced later, they will be reviewed separately.

11. How long we keep information

We do not keep personal information for longer than reasonably necessary.

How long information is retained depends on the purpose for which it was collected, including whether it is needed to:

• respond to or manage an enquiry;
• administer an event or booking;
• provide requested resources;
• maintain appropriate business records;
• meet legal, accounting or insurance requirements;
• establish, exercise or defend legal claims.

Information that is no longer required will be deleted, anonymised or otherwise securely disposed of as appropriate.

I would eventually create a simple internal retention schedule for SEND Family rather than leaving retention entirely open-ended. The ICO expects retention information or the criteria used to determine retention to be included in privacy information.

12. How we protect information

We take reasonable technical and organisational measures to protect personal information against unauthorised access, alteration, disclosure, loss or misuse.

These measures may include:

• appropriate account and access controls;
• password protection;
• secure website hosting;
• software and security updates;
• appropriate backups;
• restricting access to personal information to those who genuinely require it.

No internet-based system can be guaranteed to be completely secure.

13. Your data-protection rights

Depending on the circumstances, you may have rights including:

• the right to be informed about how your information is used;
• the right to request access to your personal information;
• the right to ask for inaccurate information to be corrected;
• the right to request deletion in certain circumstances;
• the right to request restriction of processing in certain circumstances;
• the right to object to certain processing;
• the right to data portability where applicable;
• the right to withdraw consent where processing is based on consent.

Not every right applies in every circumstance.

To exercise a data-protection right, contact:

hello@sendfamily.org

UK GDPR transparency rules require people to be told about their applicable rights and how to exercise them.

14. Your right to object

Where we rely on legitimate interests to process your personal information, you may have the right to object to that processing.

You also have the right to object to the use of your personal information for direct marketing.

If you wish to object, contact:

hello@sendfamily.org

15. Complaints

If you have concerns about how your personal information has been handled, please contact us first so that we have the opportunity to investigate and respond.

You also have the right to complain to the UK’s data-protection regulator:

Information Commissioner’s Office (ICO)

Current information about making a complaint is available from the ICO.

16. Links to other websites

The SEND Family website may contain links to third-party websites or services.

We are not responsible for the privacy practices of those third parties. You should review their own privacy information where appropriate.

17. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect:

• changes to SEND Family;
• changes to the technology or service providers we use;
• changes in how personal information is processed;
• changes in legal or regulatory requirements.

The latest version will be published on this page together with the date it was last updated.