Privacy Policy

Last updated: August 2026

1. Who we are

This website (qolae.com) is run by Quality Of Life & Excellence Ltd ("QOLAE", "we", "us"), the data controller for the information described here. We are registered in England and Wales (Company No. 11440572, registered office 128 City Road, London EC1V 2NX) led from Scotland and working across the UK and beyond. We are registered with the Information Commissioner's Office (registration ZC109199). You can reach us about your information at admin@qolae.com.

2. What this policy covers

This policy explains how we handle information collected through our public website. The QOLAE portal is a separate, private, invitation only system, with its own privacy arrangements provided to you when you are given access.

3. The information we collect

When you send an enquiry, we collect what you choose to give us:

• your name and your firm or organisation if you provide one
• your email address and phone number
• whether you are a Lawyer, an Insurer or a Private Individual
• the service you are interested in and the message you write
• if you book a call: the time you choose, whether you would like it held on Zoom or by telephone and your answer to the consent statement, with the date and the version of the wording you saw

Your enquiry is given a reference, which we show back to you so you can quote it.

To keep the site secure and working, our server briefly records standard technical information such as your IP address, used only to prevent misuse of the enquiry form. We use no cookies and no tracking of any kind (see our Cookie Policy).

4. Sensitive (health) information

We ask you not to include detailed medical information in an enquiry. Those details can follow securely once we are formally instructed. If you do choose to describe an injury or health situation, that is sensitive information under data protection law and we treat it with extra care. Where you share it, we rely on your explicit consent, given by choosing to send it and on the fact that we need it to consider how we might help. You can withdraw that consent at any time.

5. Why we use your information and our lawful basis

We use your enquiry to read it, to consider whether we can assist and to come back to you. Our lawful basis is our legitimate interest in responding to someone who has contacted us and where relevant taking steps at your request before any agreement. Where we introduce a Private Individual to a Lawyer or an Insurer, we rely on the consent given on the enquiry form and we keep a record of that consent, when it was given and the wording agreed to. Sending an enquiry does not begin any instruction and any work we carry out is governed by a separate Terms of Business.

6. Who sees your information

Within QOLAE, your enquiry is seen by the members of our clinical team who handle enquiries. We also use trusted providers to host our website — our own server with Hetzner, in Germany — and to deliver our email; they act as our processors under contract, only on our instructions and never for their own purposes. We never sell your information and we never add you to a marketing list.

Where you are a Private Individual and you have agreed to it on the enquiry form, we may share your details with a suitably qualified Lawyer or Insurer where this helps you. We will tell you who this is, by name, before the introduction is made and you can withdraw that agreement at any time by contacting admin@qolae.com. Beyond that, we will share information only where the law requires it, or where it is necessary to protect someone's safety.

7. Where your information is held

Your enquiry is stored on a secure cloud server located in Germany, within the European Economic Area. United Kingdom law recognises the European Economic Area as providing an adequate level of data protection, so your information remains properly safeguarded.

8. How long we keep it

If your enquiry does not lead to us working together, we keep it for up to 12 months and then delete it. If we do go on to work together, your information becomes part of your client record and is kept in line with our Terms of Business and our professional obligations.

9. Keeping your information safe

We hold your information securely. The site is served over an encrypted connection and runs entirely on our own server, with nothing running in your browser to gather or store anything about you.

10. Your rights

You have the right to:

• ask us for a copy of your information
• correct it, or have it deleted
• restrict or object to how we use it
• receive it in a portable form
• withdraw consent where we rely on it

To exercise any of these, contact admin@qolae.com and we will respond within one month.

11. If a child is involved

Our public enquiry form is for adults making contact. Where an enquiry concerns an injured child, we handle any information about them with particular care and their fuller information reaches us through secure, instructed channels rather than this form.

12. Complaints

If you are unhappy with how we have handled your information, please tell us first at admin@qolae.com so we can put it right. You also have the right to complain to the Information Commissioner's Office (ico.org.uk, telephone 0303 123 1113).

13. Changes to this policy

We may update this policy from time to time. The current version, with the date it was last updated, will always be on this page.