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Privacy Policy

At Age UK Wirral, we are committed to protecting and respecting your privacy. We want everyone
who supports us, or who comes to us for support, to feel confident and comfortable with how any
personal information you share with us will be looked after or used.

This Privacy Statement explains when and why we collect personal information about people who
visit our website or access our services, what we use it for, the conditions under which we may
disclose it to others and how we keep it secure.

Who are we?

Age UK Wirral is the working name of Age Concern Wirral (Registered Charity No. 1034510), a
company limited by guarantee (Registered in England and Wales No. 2894067). We are a local
charity that exists to promote the wellbeing of people in the Metropolitan Borough of Wirral,
helping to make their later life a fulfilling and enjoyable experience. The Registered Office of the
company is: Devonshire Resource Centre, 141 Park Road North, Birkenhead, Wirral CH41 0DD.

Your rights

The General Data Protection Regulations (GDPR) 2018 set out the rights of individuals to
know about what information organisations hold about them, and how they use it and store

You have the following rights:

1. The right to be informed

We will make sure that you understand what information we have about you, and why we need it.
You have the right to see what information we have about you.

2. The right of access

You have the right to know which departments/service within Age UK Wirral have access to your
information and who has used your information.

3. The right of rectification

You can ask to update or correct information that we hold about you and know who has access to
this data.

4. The right to erasure

You have the right to ask for your information to be removed from our system.

5. The right to restrict processing

You can ask to restrict our use of your information at any point.

6. The right to data portability

We will store your information safely, but also ensure that it could be easily transferred to another
IT system within another organisation upon your request.

7. The right to object

You have the right to object to your information being used in certain circumstances.

8. The right not to be subject to automated decision making including profiling

Your information will not be analysed by an electronic system which then makes decisions about
the use of your information without human intervention. Age UK Wirral does not currently carry out
any automated decision making.

Age UK Wirral works in a way that ensures your rights are protected, by applying the
following rules and procedures.

Collecting your information

We obtain information about you:

  • When you are referred into one of our services (we will check that the referrer has gained your
    permission to give us your details).
  • While you are engaging with and receiving support from one of our services.
  • If you volunteer with one of our services.
  • If you donate to one of our services.
  • If you are employed by us, or apply for a vacancy with us.

When we first contact you to take information, we will tell you:

  • Why the information is being gathered.
  • What the information will be used for.
  • Who will have access to their information (including third parties).
  • How it will be stored.
  • How long it will be stored for.

We will ask you if you agree to us taking and storing your information. You have the right to
change your mind on this at any point, and can let us know by contacting us on the details
provided at the end of this document.

The type of information we collect

Personal Information is any information that identifies you or could identify you. The personal or
sensitive information we collect might include your name, address, email address, date of birth,
medical history, religious beliefs, ethnicity, your next of kin, card details (if you make a purchase or
donation), as well as information you provide in any communication between us. We will use your
personal data for a limited number of purposes within the rules set out in the current data
protection legislation.


We have installed CCTV systems in some of our locations used by members of the public, for the
purposes of public and staff safety, and crime prevention and detection. In all locations, signs are
displayed notifying you that CCTV is in operation and providing details of who to contact for further
information about the scheme. We will only disclose CCTV images to others who intend to use
the images for these purposes. CCTV images will not be released to the media for entertainment
purposes or placed on the internet. Images captured by CCTV will not be kept for longer than
necessary. However, on occasions there may be a need to keep images for longer, for example
where a crime is being investigated. You have the right to see CCTV images of yourself and be
provided with a copy of the images (please see ‘Your Rights’ of how to access CCTV images).

Using your personal data

In deciding what personal data to collect hold and use we have committed to ensuring that we will:

  • Only collect, hold and use personal data where it is necessary and proportionate to do so.
  • Securely delete any personal data when no longer needed.
  • Keep your personal data safe and secure.
  • Consider and address privacy first when planning to use or hold personal information in new ways, such as when introducing new systems.
  • Be open with individuals about how we use their information and who we give it to.
  • Make it easy for individuals to access and correct their personal information.
  • Ensure that there are effective safeguards and systems in place to make sure personal information is kept securely and does not fall into the wrong hands.
  • Provide training to staff who handle personal information.

How we use your information

We may use your information to:

  •  Process a donation that you have made.
  • To claim Gift Aid on your donations and verify any financial transactions.
  • To carry out our obligations arising from any contracts entered into by you and us.
  • To provide the services or goods that you have requested.
  • Seek your views or comments on the services we provide.
  • Notify you of changes to our services.
  • To keep a record of your relationship with us.
  • Send you communications which you have requested and that may be of interest to you. These
    may include information about campaigns, appeals, other fundraising or activities.
  • Process a grant or job application.
  • Where you volunteer with us, to administer the volunteering arrangement.
  • To ensure that the association meets its legal requirements, including obligations imposed
    under the Race Relations Act and Health and Safety Acts.
  • For law enforcement where the association is legally obliged to undertake such processing.
  • To process financial transactions including grants, payments and benefits involving Age UK
    Wirral or third parties or where the association is acting on behalf of other government bodies.
  • Where you have consented to the processing.
  • Where necessary to protect individuals from harm or injury.
  • Where otherwise permitted under current data protection legislation (For further information on
    the Data Protection Act refer to the Information Commissioner's website).
  • Age UK Wirral may also use and publish your personal data, after it has been anonymised, to
    allow the statistical analysis of data and to allow the organisation to effectively plan how to
    deliver our services in the future.

Detection and prevention of crime and fraud and data matching

Age UK Wirral is required by law to protect the funds it administers. We process and share the
information provided to us to prevent and/or detect potential fraud and crime, by both conducting
our own data matching as well as sharing this information with other public bodies, such as the
Department for Work and Pensions, Local Authorities, HM Revenues, Customs, the Police, as well
as utility companies, credit reference agencies, service providers, contractors and/or partner
bodies, where the disclosure of such information is either:
a) Necessary for the purposes of the prevention and/or detection of crime; and/or,
b) is otherwise necessary to comply with any other legal obligation.

Data matching involves comparing computer records held by one body against other computer
records held by the same or another body to see how far they match. This is usually personal
information. Age UK Wirral undertakes data matching, where necessary, for a number of
purposes, to comply with legal requirements placed on the organisation. These include:

  • Detecting and preventing crime and fraud.
  • Assisting in emergency response management.

Please speak to the person who has given you this statement or contact us on the details provided
below if you would like this explained in more detail.

Access to your information

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

We will not share your information with third parties for marketing purposes.

We will not pass on your details to anyone else without your express permission except in
exceptional circumstances. Examples of this might include anyone reporting serious self-harm or
posing a threat to others, due to a court order or prevention of fraud or another crime.

Some of our services are commissioned by the Local Authority, Public Health, or are funded by an
external organisation. We may be required to share some personal data under the terms of our
contract. We usually provide this as a group statistic rather than individual information and limit the
personal data that we share.

If we need to provide cases studies, we will ask your permission to share your experience and you
will have the opportunity to decide who and how we share this (i.e. with funders, on social media

Your access to your information

You have the right to ask for a copy of the information Age UK Wirral holds about you, free of

You can verbally request to see the information we hold about you, or you can put your request in
writing (address is given below). We will need to see evidence of your identity to deal with your
request. We will respond to your request within 30 days.

Your choices

You have a choice about whether or not you wish to receive information from us.

If you do not want to share your information with us, it may affect the level of involvement you can
have with Age UK Wirral:

  • We may not be able to process your donation
  • We may not be able to sign you up for particular events
  • We may not be able to offer you a specific service, or accept your service as a volunteer

If you do not want to receive direct marketing communications from us about the vital work we do
for older people and our services, then you can select your choices by ticking the relevant boxes
situated on the form on which we collect your information.

We will not contact you for marketing purposes by email, phone or text message unless you have
given your prior consent. We will not contact you for marketing purposes by post if you have
indicated that you do not wish to be contacted. You can change your marketing preferences at any
time by contacting us by email: or telephone on 0151 482 3456.

Storing your Data

We take looking after your information very seriously. We have implemented appropriate
measures to protect the information we have under our control, both on and offline, from improper
access, use alteration destruction and loss.

Most of the information we hold is kept in the following formats:

  • Paper based records – usually signed by you. We keep this in secure filing cabinets or scan
    into our Electronic Data Management system and restrict access to those that are involved in
    the service you are part of.
  • Electronic Records – We use secure systems to store information and restrict access to your
    records so that only staff and volunteers that work directly with you can see it and update it.

If you stop accessing our services, we will store your information for 7 years in line with current
legislation, and then we will delete your personal information by shredding paper documents, or
anonymising information held on our IT systems.

We only keep your information for as long as is reasonable or necessary in relation to the activity
or service you are involved in. We review our retention periods for personal information on a
regular basis. We are legally required to hold some types of information to fulfil our statutory
obligations (for example the collection of Gift Aid).

If we transfer your data to other organisations (because of a contractual duty, a legal duty or as
part of a referral that you have agreed to) we will ensure that the data is transferred in a safe and
secure way – we will not send this information via email unless you ask us to.

Deleting your personal information from our records

You may decide you would like us to delete all information we hold about you when you stop using
our services or ask us to anonymise your records.

Age UK Wirral will normally agree to these requests, unless the data is processed for one of the
following reasons:

  • To exercise the right of freedom of expression and information.
  • To comply with a legal obligation or for the performance of a public interest task or exercise of
    official authority.
  • For a public health purpose in the public interest.
  • Archiving purposes in the public interest, scientific research, historical research or statistical
    purposes; or
  • The exercise or defence of legal claims.

Updating your information

The accuracy of your information is important to us. We are working on ways to make it easier for
you to review and correct the information that we hold about you.

If you change email address, or any of the other information we hold is inaccurate or out of date,
please email us at: or by writing to Age UK Wirral, Devonshire
Resource Centre, 141 Park Road North, Birkenhead, Wirral, CH41 0DD. Alternatively, you can
telephone 0151 482 3456.

We will also ensure that any third parties who have previously had your information are aware of
the update.

Requests to change your information

If you ask us to change or delete the information we hold about you, or to restrict how we use your
data, we will respond to your request within 30 days.

If your request is complicated this may take a little longer – we would aim to have complex
requests completed within two months.

Please be aware that your request may impact on whether we can continue to provide a service to
you, these implications will be discussed with you upon receiving your request.

Where possible, we will seek to comply with your request but there may be some situations where
we will not legally be able to do this. If we cannot comply with your request, we will explain our
reasons. In these circumstances you have the right to complain to the Information Commissioner’s
Office or to take legal action within one month of receipt of the request (address is provided

Our Website - use of cookies

We are part of the Age UK Network, and our website links to National Age UK. For more
information on Age UK and their use of Cookies, please link to the Age UK online Privacy Policy

If you contact us via our website, please be aware that we cannot guarantee it is completely
secure. Our website may contain links to other sites – this privacy statement does not cover any
third parties, but we try to ensure that we only link to sites where there is a mutual respect for your

Changes to the Privacy Notice

We will continually review and update this privacy notice to reflect changes in our services and
feedback from service users, as well as to comply with changes in the law.

How to contact us

If you wish to exercise any of your rights or make a complaint regarding the way we obtain,
process or update your information, you can do so by contacting us in the following ways:

Mr Jamie Anderson – Chief Executive (Data Controller)
Age UK Wirral
Devonshire Resource Centre
141 Park Road North
CH41 0DD

Telephone – 0151 482 3456

Complaints to the Information Commissioners Office

Information Commissioners Office
Wycliffe House
Water Lane

Telephone number - 0303 123 1113
Website -



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