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Privacy policy

Your personal information belongs to you

Age UK Faversham & Sittingbourne is committed to respecting your privacy and protecting the security of the personal information you share with us.

Whenever you share your personal information with us we will always be clear about what information we are collecting and will not do anything with it that you would not reasonably expect us to do.  We will always ensure that any use of your information has a firm basis in current UK data protection legislation and we will only ever store your information for as long as is necessary for the reasons we collected it.

Please read the following to understand our views and practices regarding your personal data and how we will treat it.

If you have any questions about anything in this privacy policy, please contact our Privacy Officer using the details in the Our details section of this page.

Our Details

Age UK Faversham & Sittingbourne is a registered charity and a company limited by guarantee.  We are also registered with the Information Commissioners Office.  This Privacy Statement applies to Age UK Faversham & Sittingbourne and its trading and other associated companies where applicable (together "Age UK Faversham & Sittingbourne Group").

Organisation / Data Controller name

Age UK Faversham & Sittingbourne

Registered Address

Age UK Faversham & Sittingbourne, The Old Fire Station, Crescent Road, Faversham, ME13 7GU


Company number


Registered Charity number


ICO Registration Number


Privacy Officer Contact Details

01795 532766

Recording customer details: how we use your information
To support NHS Test and Trace (which is part of the Department for Health and Social Care) in England, we have been mandated by law to collect and keep a limited record of staff, customers and visitors who come onto our premises for the purpose of contact tracing.
By maintaining records of staff, customers and visitors, and sharing these with NHS Test and Trace where requested, we can help to identify people who may have been exposed to the coronavirus.

As a customer/visitor of Age UK Faversham & Sittingbourne you will be asked to provide some basic information and contact details. The following information will be collected:
• the names of all customers or visitors, or if it is a group of people, the name of one member of the group
• a contact phone number for each customer or visitor, or for the lead member of a group of people
• date of visit and arrival time and departure time

The venue/establishment as the data controllers for the collection of your personal data, will be responsible for compliance with data protection legislation for the period of time it holds the information. When that information is requested by the NHS Test and Trace service, the service would at this point be responsible for compliance with data protection legislation for that period of time.
The NHS Test and Trace service as part of safeguarding your personal data, has in place technical, organisational and administrative security measures to protect your personal information that it receives from the venue/establishment, that it holds from loss, misuse, and unauthorised access, disclosure, alteration and destruction. In addition, if you only interact with one member of staff during your visit, the name of the assigned staff member will be recorded alongside your information.

NHS Test and Trace have asked us to retain this information for 21 days from the date of your visit, to enable contact tracing to be carried out by NHS Test and Trace during that period. We will only share information with NHS Test and Trace if it is specifically requested by them.
For example, if another client at the venue reported symptoms and subsequently tested positive, NHS Test and Trace can request the log of client details for a particular time period (for example, this may be all clients who visited on a particular day or time-band, or over a 2-day period).

We may require you to pre-book appointments for visits or to complete a form on arrival.

Under government guidance, the information we collect may include information which we would not ordinarily collect from you and which we therefore collect only for the purpose of contact tracing. Information of this type will not be used for other purposes, and NHS Test and Trace will not disclose this information to any third party unless required to do so by law (for example, as a result of receiving a court order). In addition, where the information is only collected for the purpose of contact tracing, it will be destroyed by us 21 days after the date of your visit.

However, the government guidance may also cover information that we would usually collect and hold onto as part of our ordinary dealings with you (perhaps, for example, your name, date of birth and phone number). Where this is the case, this information only will continue to be held after 21 days and we will use it as we usually would, unless and until you tell us not to.

Your information will always be stored and used in compliance with the relevant data protection legislation.
The use of your information is covered by the General Data Protection Regulations Article 6 (1) (c) – a legal obligation to which we as a venue/establishment are subject to. The legal obligation to which we’re subject, means that we’re mandated by law, by a set of new regulations from the government, to co-operate with the NHS Test and Trace service, in order to help maintain a safe operating environment and to help fight any local outbreak of corona virus.

Age UK Faversham & Sittingbourne do not transfer personal data outside the UK, the EU or to anywhere else.

By law, you have a number of rights as a data subject, such as the right to be informed, the right to access information held about you and the right to rectification of any inaccurate data that we hold about you.
You have the right to request that we erase personal data about you that we hold (although this is not an absolute right).
You have the right to request that we restrict processing of personal data about you that we hold in certain circumstances.
You have the right to object to processing of personal data about you on grounds relating to your particular situation (also again this right is not absolute).

How we use your information

Age UK Faversham & Sittingbourne collects, stores and uses (collectively referred to as “processes”) personal data relating to people who interact with us – this includes clients, volunteers, supporters and staff, as well as people who are referred to us by other people or organisations.  We may use your personal information to:

  • Offer you advice and support

  • Provide you with any services you request from us

  • Process any job or volunteer applications you send to us

  • Fulfil any contracts you enter into with us

  • Manage and process any donations you make to us or legacies you leave us

  • Contact you regarding our services and any events or activities we run

  • Analyse any feedback or survey responses you give us

  • Let you know about any changes to any of our services that you use

  • Anonymously evaluate the performance of our services

How we collect your information

We may collect personal information whenever you interact with us.  This can include:

  • When you register to use or make an enquiry about any of our services

  • When you submit an online enquiry through our website

  • When you register to attend an event we are running or involved in

  • When you give us feedback about our services or events

  • When you make a complaint

  • When you apply for a job with us

  • When you register to be a volunteer

  • When you donate to or fundraise for us

What information we collect about you

The kinds of information we process about you will vary depending on the support we are giving you and the purposes we are collecting it for.  This may include:

  • Your name

  • Your address and post code

  • Your contact details (such as telephone number and email address)

  • Details relating to next of kin or emergency contacts

  • Your gender

  • Your age

  • Whether or not you are a carer

  • Details of any interactions we have had with you, such as home visits or telephone conversations and any services or support we are offering you

Sometimes we may ask you for more sensitive information (also known as special category data).  We will only ask for this information when it is necessary for the support we are providing you with (for example, we may ask about any health conditions you have while supporting you with a benefits application, or when offering one of our social care services to you). 

Who we share your information with

We will only use your personal information for the purposes that we originally obtained it for.  We never sell or rent your personal information to other organisations. 

We use services offered by third party organisations to help us manage some functions of our charity, such as Charitylog and People Planner to store your personal details and Localgiving to process donations.  Before we use any third party organisation’s services, we put in place contracts that contain data protection clauses and/or ensure the organisation has appropriate data protection measures and policies in place in order to ensure your personal information is protected

If while we are supporting you we think you may benefit from the services or support another organisation provides, we may share some of your information with them.  This can include other charities, such as Carers Support East Kent or Faversham Citizens Advice Service, or statutory bodies, such as Kent County Council Adult Social Services.  We will tell you what information we plan to share and ask for your consent to share it before we share anything, unless we are required to share the information to comply with relevant legislation or to protect your vital interests.

Lawful bases for processing personal information

Whenever we process information about you we are required to have a lawful basis to do so.  The lawful bases we rely upon are:

  • Legitimate interests – we rely on this basis to offer you services and support where we need to collect personal information in order to do so and to support our aim of making Faversham & Sittingbourne an age friendly borough.  This can include when we offer you advice appointments or when we provide you with our befriending service

  • Legal obligation – we may rely on this basis when we are required to process information in order to comply with our legal obligations, for example to prevent fraud or fulfil our safeguarding responsibilities under the Care Act 2014

  • Consent – in some cases we rely on consent to process information, for example if you sign up to our newsletter or if we think you may benefit from us sharing your details with another organisation

  • Contract – we may process your personal information if you enter into a contract with us, such as when you take up our Help at Home or Gardening services

  • Vital interests – we may process and/or share your information under this basis if not doing so would put your life in significant danger

For details of the lawful bases that we rely on for each individual service, please contact us using the details in the Our details section of this statement.

Legitimate Interests

Whenever we rely on legitimate interests, we take extra care to ensure that we only process personal information that is necessary for the support we are offering you.  We always balance our legitimate interests against yours to ensure that we have a sound justification for processing your personal information and that the methods we use and information we ask for are as unintrusive as possible.

How to access your information

If you would like to know what information we currently hold about, you can submit a Subject Access Request to us.  Your information will usually be provided to you free of charge.  When you submit a request, we are required to respond to you within 30 days.  Please contact us using the details in the Our details section of this statement to make a request to us.  Please be aware that to protect the security of the information we hold, we may ask you to provide identification documents to confirm you have the right to access the information you are requesting.

How long we store your information for

We will only store your information for as long we are required to fulfil the purpose that it was collected for. This length of time depends on various factors, including the support we are offering you and whether or not we need to keep the information to comply with any current legislation (for example, details of any payments we have received from you). Any information we no longer need is either deleted or anonymised. For details of how long we keep your information in different circumstances, please contact us using the details in the Our details section of this statement.

Fundraising and marketing

We will only contact you directly regarding fundraising and marketing if you have given us your consent to contact you in this way.  If you would like us to stop sending you fundraising or marketing communications, please contact us via email at or by phone on 01795 532766

If you are under 16

If you are aged 16 or under‚ please get your parent / guardian's permission beforehand whenever you provide us with personal information.


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What to do if you have a complaint or concern about how we use your information

If you are unhappy or wish to complain about how your information is used, you should contact a member of staff in the first instance to resolve your issue.

If you are still not satisfied, you can complain to the Information Commissioner’s Office. Their website address is

Clare Burgess the Chief Executive Officer in charge of data protection duties of Age UK Faversham & Sittingbourne
We keep our privacy notice under regular review, and we will make new versions available on our privacy notice page on our website. This privacy notice was last updated on 22 September 2020.