At Penhaligon’s Friends we value the families we support, our staff and volunteers, supporters, and the professionals we train. We take your privacy very seriously, treating any information you give to us with great care. We will ensure any personal information you provide to us is protected using secure systems and processes.
We endeavour at all times to comply with the EU General Data Protection Regulation (GDPR) and other relevant legislation.
This policy explains how we collect and use the personal information you provide to us. By using our website, any of our services, or providing us with any personal information we will assume you are agreeing to your information being used and disclosed in the ways described in this policy.
Please read this policy carefully. We know it’s long, but it contains important information about how we protect, use and process any personal information you give to us. It also outlines our commitment to keeping your data safe and secure and managing it in line with data protection laws.
Penhaligon’s Friends is a registered charity (registered in England and Wales: 1053968). We support families where a child or young person has experienced bereavement or is facing the loss of a close family member or friend. We also deliver training to our volunteers and professionals.
Any questions you have in relation to this policy or how we use your personal information should be sent to firstname.lastname@example.org or addressed to:
How do we collect personal information from you?
- Through meeting you face to face when you use our services
- When you provide us information over the telephone
- Through family members or friends that have contacted us
- From records you have supplied to us from healthcare professionals
What personal information do we collect?
There are a variety of ways in which we may collect your personal information; for example, when you make an enquiry about our service, become a volunteer, access our direct family support, request training information, sign-up for a newsletter, take part in our events, or when you make a donation.
Information we routinely collect may include details such as your name, address, phone number and email address. We also collect and hold information about the activities that you take part in. This may include:
- Financial details when you make a donation
- Details of purchases through Amazon
- Event or training registration and attendance
- Gift Aid status
- Gifts in Will information
- Details of correspondence sent to you or received from you
- Responses to surveys sent to you
Additional data will be collected in relation to families who access direct support from the charity, in accordance with our record keeping policy, to ensure safe and consistent support can be delivered. The details of information storage, consent, confidentiality and safeguarding will be discussed at the outset of any direct work.
Due to the nature of our charity’s activities, we hold personal information relating to children and young people when they access direct support. These details are only held with the consent of the child’s parents/guardian. They are kept securely with restricted access and handled with the greatest respect for privacy.
In some circumstances, we may collect data which is classified as ‘special categories of personal data’ under the GDPR. An example would be data about ethnic origin. We only hold this information for specific purposes and with your explicit consent. This information is only accessible to staff authorised to see it and not to other staff or volunteers.
We may receive your information from a third party when you give a gift, fundraise for us or sign up for an event (for example; JustGiving, Virgin Money Giving). These organisations will have their own data protection and privacy policies which you should be aware of before signing up.
How do we use your personal information?
We use the personal information you give us, where relevant:
- to provide you with information about our work and services including news, events, volunteering opportunities, fundraising appeals, services, training and resources, and to tailor this kind of information according to your location and interests.
- To provide safe and consistent support to families
- to process your donations and orders, and to ensure they are recorded correctly
- to process Gift Aid donations
- to keep records of your relationship with us. For example; what events you have attended, what enquiries or complaints you have made, what areas of our work you have supported, or what resources you have ordered.
- reporting purposes
- to check on your preferences from time to time to ensure they are up to date
Using your information for marketing purposes
Families receiving direct support from the charity will not receive marketing information but may consent to receive this information by email, post or phone (marketing information may include news about the work that we do, upcoming fundraising campaigns, events, volunteering opportunities and services). This will be discussed with them at closure of family support sessions.
Being able to communicate with you is important, as your support helps to rebuild lives. Penhaligon’s Friends relies on donations and support from others to continue its work on behalf of children and families
We may send you postal communications and occasionally call you (unless you have already told us you do not wish to receive post or phone calls). It is always your choice and you will always have a clear and easy way to opt-out.
We will never sell your information or share it with other organisations for their marketing purposes.
How to stop receiving marketing communications
You can stop receiving marketing communications from us at any time. You can return an email using OPT OUT in the subject line or you can contact us directly by calling 01209 210624 or emailing email@example.com or writing to us at Trecarrel, Drump Road, Redruth, TR15 1LU.
If you receive information about our groups/ appointments/ visits via our text service you can text ‘STOP’ at any time to be removed from this database and the messages will cease.
How do we protect your personal information?
Penhaligon’s Friends is committed to the security of your personal information. We take appropriate technical and organisational security measures to safeguard personal information. We use physical, administrative and technological safeguards to preserve the integrity and security of all information collected through this website. We use encryption security measures to protect the loss, misuse and alteration of the information under our control. Information in relation to families who receive direct support is held securely so it is only available to our relevant staff and specific volunteer team.
Who do we share your personal information with?
We will only disclose your personal information to another party if required to by law. Sharing of information under safeguarding policies will be discussed with all families at initial contact.
If we refer you or a member of your family to another service for support or to arrange transport we will always ask your permission to share your details. We are not responsible for their policies.
Where we store your personal information?
Personal information you provide to us is stored on our secure electronic systems within the UK, or in paper format within locked cabinets in our office base.
How long will you keep my information?
We will retain your information for as long is necessary for the relevant activity, and meet any legal or regulatory requirement. If you cease to have an active relationship with us or request to receive no further contact, we will retain some basic information in order to avoid sending you unwanted materials in the future, and to ensure that we don’t accidentally duplicate information.
How can you access your personal information?
Under the GDPR you have the right to request a copy of the personal information we hold about you. This is known as a Subject Access Request. If you would like to submit such a request please write to us at; Penhaligon’s Friends, Trecarrel, Drump Road, Redruth, TR15 1LU or contact us at: firstname.lastname@example.org
We may request proof of your identity, this is to ensure we do not pass personal information to any else other than the person making the request. The statutory time for our response is one calendar month, but we will endeavour to respond sooner.
How can you amend or remove your personal information?
If you believe any of the personal information we hold on you is out of date or incorrect, or you wish it to be deleted please contact us at: email@example.com
Any request to have your information deleted will be assessed on a case-by-case basis, as we may be under a requirement to retain it.
From time to time we may make changes to this policy. If any significant changes are made regarding how we collect and use your personal information we will update this policy.
This policy was last updated: 11/2020
If you have any questions regarding this policy, please email: firstname.lastname@example.org
The Information Commissioner’s Office (ICO) has produced a summary of your rights in relation to data protection and the General Data Protection Regulation (GDPR)
If you have a concern about how we have handled or processed your data, or are unsatisfied with our response to a complaint you have raised with us then please contact the ICO – https://ico.org.uk/concerns
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