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Effective from 25 May 2018

At Age UK Essex ("we", "us" or "our" for short) we are committed to protecting your personal information. Your personal information (also called ‘personal data’) is the information which identifies you as an individual that we get from you and others in various ways. Under the General Data Protection Regulation 2018 (“GDPR”) specific obligations are placed on us in the way we handle this type of information. 

The aim of this privacy policy is to let you know what personal information we collect from you when you approach us for a particular service, when you use our website and when you contact us, how we store and use it, and how you can access and manage this information.

Your personal information may be stored online and therefore we take steps to ensure that our systems are well protected.

Other websites belonging to us or accessible via links may not be covered by this policy. If you access any of these sites, please check the privacy policy applicable to these sites (if any) before you submit any of your personal information to them.

What personal information do you collect about me?

We process the following types of personal data about you:

  • Contact details
  • Identification information
  • Payment details
  • Emergency Contact information

We collect the personal information requested on our triage forms and/ or database together with any comments or remarks that you may provide.

We also monitor site traffic, using Google analytics via a Cookie to identify your PC by a random number (e.g. #12489). 

More details about cookies and how you can disable them can be found below.

We will (unless it's impractical) tell you if we obtain and store information from any other source and also how we intend to use it in accordance with this privacy policy.

How do you make sure my personal data is secure?

Whilst we take steps to protect user privacy, no data transmission over the internet can be entirely secure. We therefore do not guarantee the security of personal information that you send to us, or your use of the site. Any personal information you send is at your own risk but once we receive it, we use strict procedures to safeguard it.

Does Age UK Essex have a lawful reason for processing my personal data?

Your personal data will be collected and processed by Age UK Essex for the following lawful reason:

In connection with entering into a service agreement between you and us… 

We may use and process your personal information where it is necessary for us to do so in connection with or anticipation of a service agreement between you and us:

  • to process your service agreement and otherwise manage the service offered;
  • help us assess and process your service request; 
  • provide updates in respect of any service you might receive from us;
  • process payments for the provided service.

Our Legitimate Business Interest…

We may use and process your personal information where it is necessary for us to pursue our legitimate interests as a business for the following purposes:

  • help us identify you so we know who we are talking to; 
  • help prevent and detect fraud; 
  • to contact you with information about the services that you  might be interested in from time to time via phone or email;
  • assess risk, carry out market research, statistical analysis, test systems, improve the way that we run our service process (including quality assurance) and analyse your service agreement and service history; 
  • train staff and monitor our services. This may mean that we record our conversations or our correspondence with you to make sure we are providing you with a good service and to make sure we keep to our legal and regulatory obligations. 

Where you have provided consent…

We may use your personal information where you have consented for us to do so

  • to contact you by post, email or other electronic means about products and services that you might be interested in from time to time;

This consent can be withdrawn at any time by contacting us by telephone, post or email.

Unless otherwise stated, we will hold data processed through contractual and legitimate interests indefinitely. Data processed via active consent will continue to receive marketing relative to the initial opt-in until we have received a request to unsubscribe/opt-out.

In connection with a Vital Interest…

We may use and process personal information provided to us by you to contact an Emergency Contact where we have reason to be concerned for your safety:

  • inform them of our concerns;
  • confirm if you are at the location;
  • gain entry to the location;
  • contact emergency services (where applicable).

Will my personal data be passed to third parties?

 We may disclose your personal information to third parties:

  • We may contact outside agencies on your behalf with your explicit consent to do so for each individual agency.
  • Under the Care Act 2014, we have a corporate responsibility to report safeguarding concerns to the relevant supervisory body.

How can I find out what personal data you hold for me?

You are entitled to see the personal information that we hold about you at any time. (If you write, email or phone us and ask to see this information, it is known as a ‘ data subject access request’ or ‘DSAR’ for short) You can do so by:

  • e-mailing us at info@ageukessex.org.uk inserting the words ‘Data Subject Access Request’ in the subject heading or 
  • writing to us at:
    Age UK Essex
    Widford Hall
    Widford Hall Lane
    Tattersall Way
    Chelmsford
    Essex 
    CM2 8TD          

Please mark the envelope for the attention of the Data Controller

Even if you don’t want a copy of your personal information, you can still contact us to check that the personal information that we hold is accurate or to let us know of any changes to your personal information. We always try to ensure that the information we hold is accurate, up to date and relevant and it is important that we have the right information in order to be able to contact you. We'll be more than happy to make changes or to correct any inaccuracies.

What are my rights in relation to the processing of personal data by Age UK Essex?

You have the following rights when it comes to your personal data:

  • to object to any legitimate business interests processing;
  • to withdraw consent (only in respect of any processing which depends on consent);
  • to ask for your personal data to be updated or corrected (where it is inaccurate);
  • if we have carried out any automated decision making as part of our business practices, contest any such decision and ask for human intervention;
  • ask for processing to stop or exercise your right to erasure; ask for a copy of your information you have provided;
  • complain to the ICO.

What are cookies and why do we use them?

Cookies are files that are recorded in temporary Internet folders on your PC. They're a useful tool as, by recording the way you use our site, they enable us to get to know you better. For example, we’re able to recognise you when you return to the site, identify your preferences so as to provide you with a more personalised service and speed up searches that you conduct when visiting.

You don’t have to accept them. Most browsers allow you to refuse cookies by activating the relevant setting (please check the help menu of your browser for more details) however, selecting this setting may mean that you are unable to access certain parts of our site.

Please note that unless you have adjusted your browser setting so that it will refuse cookies, our system will issue cookies when you log on to our site.

For further information on cookies and how we use them please follow guidance on cookies

External links from our site

From time to time we may include hypertext links to sites which are created by individuals and companies outside of our company. We do this when there is a particular relevance to the topic you're reading about. Whilst we endeavour to check that the content of these sites is suitable, we unfortunately cannot take any responsibility for the practices of the companies who publish the sites that we link to, nor the integrity of the content contained within them.

What if we update our privacy policy?

We do keep our privacy policies under regular review so please do check each time you use the site. You'll be able to read about any updates on this page - as soon as they happen.

If you have any questions or if you feel that we are not complying with the terms of this privacy policy please do contact us by emailing us at the following address info@ageukessex.org.uk inserting the words ‘Privacy Policy Grievance’ in the heading.