How we use your information
At Age UK Lambeth, we are committed to protecting your privacy and keeping your personal data safe.
This page explains how we collect, use, and protect your personal information when you use our services, visit our website, or interact with us. Full details can be found in our Data Protection Policy and Privacy Policy.
What information we collect
We only collect the minimum information needed to support you. This may include:
- Basic details: Your name, address, phone number, and email address.
- Sensitive information (optional): Details such as health conditions, age, ethnicity, or support needs, strictly to ensure we provide the right care and services.
- Website usage data: Technical information like your IP address and cookies to help us improve our website experience.
How we use your data
We use your information to:
- Provide you with support, answer your enquiries, and manage bookings or services.
- Process donations, payments, and memberships securely.
- Keep you updated on our work, fundraising, and events (you can opt out at any time).
- Improve our services through anonymous statistical analysis.
Where we share your data
- Secure Payments: Financial transactions for bookings and memberships are handled securely by Stripe. We never store your full payment card details.
- Third-Party Support: We use trusted tools like Mailchimp for newsletters. We will never sell or rent your personal data to third parties.
- Referrals: With your consent, we may refer you to partner organisations to help you get the best support possible.
How we use AI and Call Recordings
- Admin Support: Staff may use secure administrative AI tools (e.g., Gemini) to help summarise meetings, write case notes, or draft letters.
- Call recordings: You will be informed before being passed through to a call handler if the call is being recorded for training and monitoring purposes
- Your Privacy First: Personal data is never inputted into generative AI tools, and public AI models are not trained using your personal data. All AI-assisted tasks are reviewed by a human staff member.
- Call Transcripts: If a phone call uses AI transcription, you will always be informed before speaking with a call handler.
- No Automated Decisions: We do not use automated systems or profiling to make final decisions about your support or care.
Your Data Protection Rights
Under UK data protection laws, you have the following rights regarding your personal information:
- 1. The Right to Be Informed: You have the right to clear, transparent information about how we collect and use your data.
- 2. The Right of Access: You can request a copy of the personal information we hold about you (often called a Subject Access Request) free of charge.
- 3. The Right to Rectification: You can ask us to correct or update any inaccurate or incomplete details.
- 4. The Right to Erasure: You can ask us to delete or remove your personal data where there is no good reason for us to continue processing it (also known as 'the right to be forgotten').
- 5. The Right to Restrict Processing: You can ask us to block or suppress the processing of your data, meaning we can store it but not use it.
- 6. The Right to Data Portability: You can ask us to transfer the personal data you provided to us to another organization or directly to you in a usable format.
- 7. The Right to Object: You can object to us processing your personal data where we rely on legitimate interests or direct marketing.
- 8. Rights Related to Automated Decision-Making and Profiling: You have the right not to be subject to decisions based solely on automated processing or profiling that produce legal effects. (Note: Age UK Lambeth does not perform automated decision-making or profiling).
To exercise any of these rights, complete our Subject Access Request (SAR) form, email us at data@ageuklambeth.org, call 0207 346 6800 or drop into our office at 10 Acre Lane, Brixton, London SW2 5SG
Contact us
If you have questions, need our policies in an accessible format (e.g., large print or another language), or want to update your communication preferences, please get in touch:
- Email: data@ageuklambeth.org
- Phone: 0207 346 6800
- Post: Age UK Lambeth, 10 Acre Lane, London, SW2 5SG
Registered Charity Number: 1063497 | Company Number: 03252067 | ICO Registration: Z5148605