We use cookies to give you the best experience. By continuing to use this site, you are agreeing to our policy.
Skip to content

Age UK Surrey has created the following privacy policy in order to demonstrate our commitment to assuring privacy for our website visitors. We use leading technologies and encryption software to safeguard your data and keep strict security standards to prevent any unauthorised access to it. Age UK Surrey collects information (name, address, telephone number, email address) which is used solely for responding to your request for information. Age UK Surrey does not disclose any of the gathered information to third parties.

To view our Complaints Procedure please click this link

Age UK Surrey is committed to protecting and respecting your privacy and security.  Whenever you provide us with your personal information, we will treat that information in accordance with this 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.

Who are we?

Age UK Surrey is a registered charity number 1036450 and company limited by guarantee number 2803315. Our registered address is Rex House, William Road, Guildford GU1 4QZ.

If you have any questions around this Privacy Policy, you should contact us on 01483 503414 or enquiries@ageuksurrey.org.uk.

How do we collect information from you?

Information you give to us: Face to face, over the telephone or via email when enquiring or referring you to a service or in the course of delivering a service; At events or outreach sessions when making an enquiry or referral; When you make a donation.

Information we get from your use of our website: When you visit our website we collect various personal information which may include your name, address, contact details, IP address and information regarding which pages are accessed and when.

What type of information is collected from you?

The personal information we collect might include: name, address, telephone number, email address, date of birth, sex, age, disability, health issues, financial situation, service requirements, housing situation.

How is your information used?

We may use your information to identify the service provision required and ensure accurate records are maintained for follow up. The information is also used for monitoring calls. Information is transferred to a secure database and any signed paperwork is filed in secure filing cabinets.

Who has access to your information?

We will not sell or rent your information to third parties.

We will note share your information with third parties for marketing purposes.

It may be necessary to pass your information to a third party in order to process a service (e.g. when you make a donation), but we will only share the personal information necessary to deliver the service.

Lawful Processing

Data protection law requires us to rely on one or more lawful grounds to process your personal information.  We consider the following grounds to be relevant:

Specific consent: Where you have provided specific consent to us using your personal information in a certain way (for example for receiving marketing events and fundraising information), by email, text and/or telephone.

Performance of a contract: Where we are entering into a contract with you or performing our obligations under it, for example when you buy Age Co named products and services.

Legal obligation: Where necessary so that we can comply with a legal or regulatory obligation to which we are subject, for example where we are ordered by a court or regulatory authority like the Charity Commission or Fundraising Regulator.

Vital interests: Where it is necessary to protect life or health (for example, in the case of medical emergency suffered by an individual at one of our events) or a safeguarding issue which requires us to share your information with the emergency services.

Legitimate interests: Where it is reasonably necessary to achieve our or others' legitimate interests (as long as what the information is used for is fair and does not duly impact your rights). We consider our legitimate interests to be running Age UK Surrey as a charitable organisation in pursuit of our aims and ideals. For example to:

  • Send postal communications which we think will be of interest to you
  • Conduct research to better understand our supporters and to improve the relevance of our fundraising
  • Understand how people choose/use our services and products
  • Determine the effectiveness of our services, promotional campaigns and advertising
  • Monitor who we deal with to protect the charity against fraud, money laundering and other risks
  • Enhance, modity, personalise or otherwise improve our services/communications for the benefit of our clients
  • Better understand how people interact with our website.

When we legitimately process your personal information in this way, we consider and balance any potential impact on you (both positive and negative) and your rights under data protection laws. We will not use your personal information where our interests are overridden by the impact on you, for example, where use would be excessively intrusive (unless, for instance, we are otherwise required or permitted to by law).

When we use sensitive personal information, we require an additional legal basis to do so under data protection laws, so will either do so on the basis of your explicit consent or another route available to us at law (for example, if we need to process it for employment, social security or social protection purposes, your vital interests or, in some cases, if it is in the public interest for us to do so).

Fundraising and Marketing

We will ask for your consent to send you information about our Services news, events and fundraising initiatives. We currently send our newsletter News and Views bi-annually. This consent is in addition to the consent we ask you in order to deliver a service to you.

We will thank you for and acknowledge receipt of donations (if we have contact details for you). We may send you a Gift Aid form to complete so that we can claim the tax back on your donation.

Your choices

You have the right to opt out of receiving communications from us at any time or change the way we contact you by calling us on 01483 503414 or enquiries@ageuksurrey.org.uk

In order to opt you out of receiving communications, it is necessary to retain some of your details to ensure we do not contact you again in future. Your details will only be used for this purpose.

Your rights

The GDPR provides the following rights for individuals, which our organisation provides to you:

  • The right to be informed
  • The right of access
  • You have the right to request to see what information we hold about you, free of charge and within 30 days.  If you would like to do this, please contact us on 01483 503414 or enquiries@ageuksurrey.org.uk.
  • The right to rectification
  • The right to erasure
  • The right to restrict processing
  • The right to data portability
  • The right to object.

Keeping your information safe

When you give us personal information, we take steps to ensure that it's treated securely:

  • Information is stored on a secure database with password protection
  • Confidential information is encrypted if it needs to be referred on or shared
  • Paperwork is kept in secure filing cabinets and secure portable cases when out of the office.

Use of 'cookies'

When you visit our website, we collect various personal information which may include your name, address, contact details, IP address and information regarding which pages are accessed and when.

16 or under

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

Transferring your information outside of Europe

We do not transfer data outside the EEA (European Economic Area).


If you want to make a complaint, you can do so by contacting us on 01483 503414 or enquiries@ageuksurrey.org.uk

Review of this Policy

This Policy was last reviewed in August 2018.  This is kept under regular review and updated where necessary.

Please open this link to read our leaflet on how we use your information. If you require a hard copy please telephone 01483 503414 or enquiries@ageuksurrey.org.uk

This Privacy Policy applies to Age UK Surrey and its trading and other associated companies where applicable.