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This policy was last updated on 10 January 2024

This Privacy Statement applies to Age UK Nottingham & Nottinghamshire, its trading companies; Age UK Notts Men in Sheds C.I.C. & AUBD Ltd and other associated companies where applicable (together the “Age UK Notts Group”). The head office for the Age UK Notts Group is at:

The Lifestyle Centre, 16-18 Bridgeway Centre, Nottingham, NG2 2JD Age UK Notts Group is committed to protecting and respecting your privacy and data security. Whenever you provide us with your personal and/or sensitive information via any contact method we will treat that information in accordance with this statement, our Data Protection Policy and current UK Data Protection legislation.

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

This policy may change from time to time, so please check this page on a regular basis.

Age UK Nottingham & Nottinghamshire is a registered charity (number 1067881) and company limited by guarantee (number 3455485). The registered address is The Sybil Levin Centre, 577a Nuthall Road, Nottingham, NG8 6AD.


Data Protection

How do we collect information from you?

We obtain information about you in the following ways:

  • Directly

For example, we obtain information from you when you enquire about our services, apply to work or volunteer for us, or make a donation

  • Indirectly

Information may be shared with us by third parties for example, you may be referred by your GP to access one of our services

  • By visiting this website

We collect and use your personal information by using cookies on our website for example to see which pages you visit or services you have searched for. Further information can be seen in the “Cookies” section below.

  • Social Media Interaction

When you visit our Facebook and Twitter sites, we may obtain information about you for example when you leave us a comment or a tweet

What information we keep and why

We process personal data relating to service users, customers, supporters, as well as directors, employees and volunteers of our organisation and those applying for posts within our charity. This is to allow us to offer services and products, help and guidance to our service users; to keep people up to date with our work and plans, and our fundraising; to maintain a record of your relationship with us, and to carry out our obligations under any contracts entered into between you and us, as well as enabling staff and volunteers to carry out their roles for the Charity.

Service Users

A service user is anyone who contacts our organisation to access our support or a service. If a service user contacts us, we need to keep some of their basic information to be able to help them, and to be able to offer services or information this is our legal basis for the basic processing of this data. This will include contact details, and a record of what you have chosen to contact us about and any other information we require in order to provide information, advice and support. This information might also include questions which allow us to measure our performance in relation to Equality legislation. Your information will be stored securely within our Contact Relationship Management software and Microsoft Cloud storage, this software has restricted access.

How we will contact you

When you give permission for us to contact you, we will clearly establish the consent you have given us: this might be consent to process special category data e.g., health information, religious belief etc in order to assist you with your enquiry, consent to be kept up to date with our work and our plans, for third party involvement, sharing information with others and your preferred methods of communication. We will send any information to you using your preferred method of contact i.e., in writing/via email or by telephone.

Who will see your personal data?

Your information will only be seen by designated staff and volunteers who have signed up to our Confidentiality Policy.  We will only share information about you with people when you have consented to us doing so and for the agreed purposes. For example, you may ask us to make a referral to another organisation on your behalf – we will make sure we have your permission to do that.

Incidences where it may be necessary to breach your confidentiality and consent and therefore share your information

There are certain instances where an individual’s right to confidentiality may be limited or overridden by greater rights. These are as follows:


  1. The information is required to safeguard national security
  2. For the prevention or detection of a crime including the apprehension or prosecution of offenders
  3. For the assessment or collection of tax duty
  4. For the discharge of regulatory functions (includes health, safety and welfare of persons at work)
  5. To prevent serious harm to a third party
  6. To protect the vital interests of the individual or a third party (life and death situations). In accordance with our Safeguarding Policy “the requirement to respect the right of individuals to make decisions for themselves may need to be overridden where an adult at risk is at risk of harm, abuse or neglect.”

Decisions regarding sharing your information will be made considering Data Protection legislation and the Caldicott Guardian principles, due to our work within health and social care settings. (see for further information)   

If you do not wish us to store your information

You can say ‘no’ to a request for consent to store your information.  If you do that, we may hold an anonymous record of our interaction for our own records, for funders etc. If we cannot store your information, this may affect our ability to provide services to you.

If you change your mind

You can withdraw consent if you first agreed to us holding your information, but then change your mind later. For example, we might want to let other people within the Age UK group have your details, so that they can contact you with relevant information, or about services or projects they offer which suit your circumstances.  If you are later contacted by them but wish that contact to stop, please contact us.

You can stop receiving this information from us at any time. To do this, you can write to us at our head office address, ring us on 0115 8440011 or email We aim to fulfil all requests to stop sending information within 5 working days of receiving it.

We will never give your data away or sell it to anyone.

What service user/supporter data will be kept?

We are required to keep some personal data, even after we’ve finished dealing with your case or after you have stopped being a supporter of our work. This may include any of the following: your contact details, full records of your enquiry and what actions were completed as a result of this, any correspondence, consent forms and other relevant forms.

How long will we keep service user/supporter data?

We will keep data “live” for a total of seven years after the last contact unless a specific service requires a longer retention period which you will be made aware of. An example of a longer retention period would be any service user records involving money such as setting up loans, wills, HIA work etc which should be kept for a minimum of thirteen years.

This is to ensure that we have a record of what we did in the event of a complaint or legal claim or so we can review your record, if appropriate, in the event you wish to use our services again. Once all current actions have been completed an individual’s data will be securely stored as an “inactive” record on an encrypted database, with limited access for staff.

We may keep an overall summary of the number of people who contact us, and the types of issues people contact us about, however it is not possible to identify individual cases or people from that data.

The collection of this information will benefit service users by:

  • Allowing us to identify important issues that are affecting older people in the City and County
  • Helping us to design services and projects to address need
  • Focusing our campaigning and public engagement
  • Ensuring we train our staff and volunteers in the areas that matter
  • Support our future fundraising efforts

What job applicant/employee/volunteer/Director data will be kept?

We are required to keep some personal data, even after you have stopped working or volunteering for us. All data will be securely stored on an encrypted database and/ or secure website, with limited access. It will not be accessed except in response to a query about your employment or time as a volunteer. No decisions will be made about you based on this data and you will not suffer any detriment or harm by having it stored on our secure systems.

How long will job applicant/employee/volunteer/Director data be kept for?

At the end of six years (or longer period if necessary, depending on the nature of the data), all data will be removed from our records and redacted (i.e., edited) so that all your details are removed. For a full list of all retention periods please refer to our Archiving Document Retention Policy. To do this if you have access to “The Oracle”, our internal communication site, you can view the policy, or if you do not have access, please ask your Line Manager or Volunteer Co-ordinator for a copy.  If you are an unsuccessful job/volunteer applicant, we will keep your records for 6 months after which they will be destroyed.

Individuals Rights

Under the UK Data Protection law individuals have the following rights:

Your right to be informed - you have the right to be provided with clear and concise information about what you do with their personal data

Your right of access - You have the right to ask us for copies of your personal information.

Your right to rectification - You have the right to ask us to rectify information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.

Your right to erasure - You have the right to ask us to erase your personal information in certain circumstances.

Your right to restriction of processing - You have the right to ask us to restrict the processing of your information in certain circumstances.

Your right to object to processing - You have the the right to object to the processing of your personal data in certain circumstances.

Your right to data portability - You have the right to ask that we transfer the information you gave us to another organisation, or to you, in certain circumstances.

Rights in relation to automated decision making and profiling – you have the right not to be subject to a decision based solely on automated processing, including profiling, which produces legal effects concerning you or similarly significantly affects you.

If you make a request, we have one month to respond to you.

Ensuring the accuracy of your details that we hold

The accuracy of your information is important to us, and we will endeavour to ensure that we hold accurate details about you. If we are helping you with any issues and your contact or other relevant details change, please let us know so that we can update our records. To do this, you can write to us at our head office, email us at, or ring us and talk to one of our customer services team on 0115 8440011.

If your last contact with us was some time ago, we will always check that the details we have for you are up to date.

Seeing the information, we hold about you

You can ask to see a copy of all the information we hold about you. To do this, you can write to us at our Head Office, email us at, or ring us and talk to one of our customer services team on 0115 8440011.

If you wish to have all your details erased

You can write to us, email us on, or ring and talk to one of our customer service advisors on 0115 8440011 at any time if you wish for all the records that we hold about you to be erased.

If you wish to reuse your data for your own use

You can write to us, email us on, or ring and talk to one of our customer service advisors on 0115 8440011 at any time if you wish for any of your data to be sent to you for your own use.

If you wish to object to processing under legitimate interest

You can write to us, email us on, or ring and talk to one of our customer service advisors on 0115 8440011 at any time if you wish to object to any processing which is carried out on a legitimate interest basis.

If you wish to make a complaint about how we collect, store or use your data

You can contact us if you have any complaints about how we have collected, used or stored your personal data. You can write to us at our head office, email us on, or ring and talk to one of our customer advisors on 0115 8440011.

They will put you in touch with a member of the Senior Leadership team, who will oversee your complaint.

You can also complain to the ICO if you are unhappy with how we have used your data.

Via the ICO website 


By phoning the ICO Helpline number: 0303 123 1113

16 or Under

If you are aged 16 or under‚ please get your parent/guardian's permission beforehand whenever you provide personal information to our website. Users without this consent are not allowed to provide us with personal information.

Contact us

If at any time you would like to contact us with your views about our privacy practices, or with any enquiry relating to your personal information, you can do so through the 'Contact us' page on our website.

Transferring your information outside of Europe

As part of the services offered to you through this website, the information which you provide to us may be transferred to countries outside the European Economic Area ("EEA"). By way of example, this may happen if any of our servers are from time to time located in a country outside of the EEA. These countries may not have similar data protection laws to the UK. By submitting your personal data, you are agreeing to this transfer, storing or processing. If we transfer your information outside of the EEA in this way, we will take steps with the aim of ensuring that your privacy rights continue to be protected as outlined in this privacy policy.

If you use our services while you are outside the EEA, your information may be transferred outside the EEA in order to provide you with those services.


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