Privacy policy

As a data controller, Age UK Richmond will follow the principles of good information handling:

1. Process personal data fairly, lawfully and in a transparent manner.
2. Obtain personal data only for one or more specified and lawful purposes and to ensure that such data is not processed in a manner that is incompatible with the purpose or purposes for which it was obtained.
3. Ensure that personal data is adequate, relevant and not excessive for the purpose or purposes for which it is held.
4. Ensure that personal data is accurate and, where necessary, kept up-to-date.
5. Ensure that personal data is not kept for any longer than is necessary for the purpose for which it was obtained.
6. Ensure that personal data is kept secure.

Personal Data is defined by the UK GDPR and the Data Protection Act 2018 (collectively, “The Data Protection Legislation”) as any information relating to an identifiable person who can be directly or indirectly identified as a result of that information.

Under the Data Protection legislation, you have the following rights, which we will always work to uphold:

1. The right to have your personal data rectified if any of your personal data held by us is inaccurate.
2. The right to be forgotten, i.e. the right to ask us to delete or otherwise dispose of any of your personal data that we hold.
3. The right to restrict (i.e. prevent) the processing of your personal data.
4. The right to object to us using your personal data for a particular purpose or purposes.
5. The right to withdraw consent. This means that if we are relying on your consent as the legal basis for using your personal data, you are free to withdraw that consent at any time.
6. The right to a copy of any data held about you. This is called a Subject Access Request which can be put in writing to us at the postal / email address above. We will respond within 30 days.
7. Rights relating to automated decision-making.

If you have any cause for complaint about our use of your Personal Data, you have the right to lodge a complaint with the Information Commissioners Office (ICO). We would welcome the opportunity to resolve your concerns ourselves, however, so please contact us first using the details above.

We will collect, store and use personal information about you, the nature of which will depend on the type of engagement you have with us. This may include identity data such as name, title, date of birth, address, telephone number and next of kin details. We may also record your bank details and payments made if necessary for you make payments to us.

We may also collect, store and use “special categories” of more sensitive personal information, which includes information about your health and ethnicity.

We may also collect other information if you apply for a job or to volunteer with Age UK Richmond, and this is included on application forms.

We will ask for your consent to process your personal information on our database or if we want to share your data with any third parties.

It is important that the personal information we hold about you is accurate and current. Please keep us informed if your personal information changes during your relationship with us using the details above.

We will collect personal information directly from you, if you use one of our services or fill out an application to work or volunteer with us. This may be verbally or via an information form. We may also receive information about you from a third party organisation such as a referral partner, however we will only accept this information if it has been sent to us with your consent.  

We may collect additional personal information during our contact and relationship with you.

We will only use your personal information when we have a legal basis to do so and we will hold and use your data as you would reasonably expect in accordance with your contact with us. The legal basis we rely on are:

• Consent– in most cases we rely on consent to process information, for example when we provide a service to you,  if you sign up to our newsletter or if we think you may benefit from us sharing your details with another organisation. Where we rely on consent, we will ask you to explicitly indicate that you consent to us storing your data on our secure systems.
• Legitimate interests– we may rely on this basis in limited circumstances where appropriate, for example if you have told us you intend to leave us a legacy.
• 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.
• 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 service.
• Vital interests– we may process and/or share your information under this basis if not doing so would put your life in significant danger.

Where we use your personal information to pursue the legitimate interests of the organisation, we will only do so provided your interests and fundamental rights do not override those interests.

We may use information about you in the following ways:

• To provide you with services, activities, goods, information or advice
• To provide information about our work
• To administer your donation, including processing Gift Aid
• To support your fundraising
• To seek your views or comments on the services we provide
• To notify you of changes to our services
• To improve our services
• For marketing purposes with appropriate specific consent
• To better understand and engage with people
• To campaign and fundraise for the benefit of older people
• To send you information which you have requested. This may include information about campaigns, appeals, other fundraising activities, goods and services.

As part of our contractual requirements to funders of services, we also sometimes need to provide an anonymised summary of the personal data of our service users or volunteers.  We never share personal data where individuals can be identified, without your prior consent.

We may be unable to provide some services if information we require to deliver that service is not shared with us.

We will only use your personal information for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If we need to use your personal information for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.

Please note that we may process your personal information without your knowledge or consent, where this is required or permitted by law.

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 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 above.

We will usually not share any of your personal data with any third parties for any purposes without your consent to do so. Exceptions to this include:

• We may at times contract with third parties to supply products / services to us and act as processors of our data. The only current such Third Party is Dizions Ltd (UK) who provide cloud based CRM system.

• In some limited circumstances, we may be legally required to share certain personal data, which might include yours, if we are involved in legal proceedings or complying with legal obligations, a court order, or the instructions of a government authority.

• We may in limited circumstances have to break confidentiality as part of our safeguarding commitments, which could involve sharing personal information.

We will only contact you directly regarding marketing if you have given us your consent to contact you in this way. We operate a separate list for marketing and fundraising purposes in order that we can keep you informed about our services and activities, but we will ask for specific consent to include your name on this list. You can unsubscribe at any time.

We have put in place appropriate security measures to prevent your personal information from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal information to those employees, agents, contractors and others have a business need to know. They will only process your personal information on our instructions and they are subject to a duty of confidentiality. 

We have put in place procedures to deal with any suspected data security breach and will notify you and any applicable regulator of a suspected breach where we are legally required to do so.

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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For more information about the different types of cookies, visit the About Cookies website and for information about the types of cookies used on our website, please visit our Cookie policy