CAREERS TRANSITION SPECIALIST & CONSULTANT

Jo Ellard Careers Customer Privacy Notice

Last updated: 3 August 2026

Registered name: Illusiom Ltd

We are the controller of your personal data. For more information on controllers and their responsibilities please see our guidance on data protection principles, definitions, and key terms.

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

  • Contact details

  • What information we collect, use, and why

  • Lawful bases and data protection rights

  • Where we get personal information from

  • How long we keep information

  • Who we share information with

  • How to complain

Contact details

What information we collect, use, and why

We collect or use the following information for student education and welfare:

  • Names and contact details

  • Gender

  • Date of birth

  • Payment details and financial information including transactions

  • Account access information

  • Information relating to compliments and complaints

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

  • Names and contact details

  • Account login or user information

  • Purchase or service history

  • Financial transaction information

  • Correspondence

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

  • Names and contact details

  • Addresses

  • Marketing preferences

  • Website and app user journey information

  • IP addresses

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

  • Any other personal information required to comply with legal obligations

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 for education and welfare 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.

  • 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.

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

  • 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.

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.

  • 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.

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

  • 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.

Where we get personal information from

  • Directly from you

  • Parents or carers

  • Local authorities or local councils

  • Publicly available sources

  • Third parties: educational institutions and professional organisations.

How long we keep your information

We keep personal information only for as long as it is reasonably necessary for the purpose for which it was collected. We also consider any legal, accounting, contractual and reporting requirements that apply.

Our usual retention periods are:

  • Quiz participants who do not purchase a service: identifiable quiz answers are normally retained for up to 6 months after completion of the quiz.

  • Quiz results and contact records: normally retained for up to 2 years after your last meaningful interaction with us, unless you ask us to delete them sooner and we have no legal reason to retain them.

    Marketing information: retained while you remain subscribed to our marketing communications. You may unsubscribe or withdraw your consent at any time.

  • Marketing consent records: retained for as long as we send marketing to you and for a reasonable period afterwards so that we can demonstrate how and when consent was obtained.

  • Marketing suppression records: where you unsubscribe or object to marketing, we may retain limited information, such as your email address and opt-out status, for as long as necessary to ensure that we do not contact you again.

  • Paid webinar customer and access records: retained for as long as the webinar remains available to you. Access is provided for as long as Jo Ellard Careers continues to host and make the webinar available.

  • Coaching notes, action plans, quiz results, completed worksheets and activities: normally retained for up to 2 years after your one-to-one coaching package ends.

  • Session recordings and full transcripts: where you agree to a session being recorded using Fathom, the recording and full transcript will normally be deleted within 90 days after your coaching package ends. Relevant notes, summaries and action points may be retained for up to 2 years.

  • WhatsApp and other service-delivery communications: normally retained for up to 12 months after your coaching package ends. Important information required as part of the client record may be transferred to your coaching notes and retained for up to 2 years.

  • Contracts and basic records of services purchased and delivered: normally retained for up to 6 years after the contract or service ends.

  • Payment, invoice, transaction and accounting records: normally retained for 6 years from the end of the relevant company financial year, or longer where required by law.

  • Enquiries that do not lead to the purchase of a service: normally retained for up to 12 months after our last meaningful communication.

  • Complaints, disputes and legal claims: normally retained for up to 6 years after the matter is closed. Information may be kept for longer where a legal claim, regulatory enquiry or investigation is ongoing or reasonably anticipated.

  • Website, landing-page and online-funnel information: normally retained for up to 24 months, depending on the purpose of the relevant cookie, analytics tool or technical record. Further information is provided in our Cookies Policy.

  • Anonymised information: information that has been irreversibly anonymised so that it can no longer be linked to you may be retained for longer for statistical analysis, research, evaluation and service improvement.

In some circumstances, we may retain information for longer where:

  • we are required to do so by law or by a regulatory authority;

  • the information is relevant to an ongoing or anticipated complaint, dispute or legal claim;

  • there are safeguarding, fraud-prevention or security reasons for retaining it; or

  • you have asked us to retain it for a longer period and it is lawful for us to do so.

When deciding how long to retain personal information, we consider the nature and sensitivity of the information, why it was collected, the risks associated with retaining it, and whether the same purpose can be achieved using less information or anonymised information.

At the end of the applicable retention period, personal information will be securely deleted or anonymised. Information held within secure backup systems may remain for a limited additional period before being automatically overwritten or deleted.

Who we share information with

We may share personal information with trusted organisations that help us provide and manage our services, including:

  • GoHighLevel and Funnel Sketchers for landing pages, customer records, email communications, webinar access and service administration;

  • Interact for delivering the career quiz and processing quiz responses;

    Stripe for secure payment processing;

  • Fathom for optional recording, transcription and note-taking during coaching sessions;

  • Zoom or Google Meet for online coaching sessions;

  • WhatsApp for service-related communication with one-to-one coaching clients;

  • email, cloud-storage, accounting and other IT service providers;

  • professional advisers, such as accountants, insurers or legal advisers;

  • educational institutions, professional bodies or employers where this is necessary for the service, you have asked us to do so, or we otherwise have a lawful basis; and

  • regulators, courts, law-enforcement bodies or other authorities where we are legally required to share information.

Where the quiz is delivered in partnership with a university or other educational institution, we may provide that organisation with aggregated and anonymised information about participating groups. This may include overall quiz-result patterns, engagement trends, common barriers and areas where additional support may be beneficial.

We will not normally provide universities or other educational institutions with individual participants’ names, contact details or identifiable quiz responses unless this has been clearly explained in advance and there is an appropriate lawful basis for doing so.

These organisations may process personal information on our behalf or, in some circumstances, act as separate data controllers. We only share information that is reasonably necessary for the relevant purpose.

We do not sell your personal information.

How to complain

If you have any concerns about our use of your personal information, you can make a data protection complaint to us:

Email: [email protected]

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

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