Privacy policy

This Privacy Policy applies to Age UK Hillingdon, Harrow and Brent (AUKHHB)and its trading and other associated companies where applicable together “Age UK Hillingdon Group”.

Age UK Hillingdon Group is committed to protecting and respecting your privacy and security. Whenever you provide us with your personal information via our website, www.ageukhillingdonharrowandbrent.org.uk, we will treat that information in accordance with this policy, our terms and conditions and current UK Data Protection legislation. By using the Site and any services we offer via our Site, you are agreeing to be bound by this policy.

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 periodically.

Age UK Hillingdon, Harrow and Brent
Age UK Hillingdon, Harrow and Brent is a registered charity (number 1051711) and company limited by guarantee (number 3136052). The registered address is Age UK Hillingdon, Harrow and Brent, Unit 2 Chapel Court, 126 Church Road, Hayes, UB3 2LW.

Privacy Notice 

Age UK Hillingdon, Harrow and Brent understands that your privacy is important to you and we care about how your personal data is used.  We respect and value the privacy of all of our clients and will only collect and use personal data in ways that are described here, and in a way that is consistent with our obligations and your rights under the law.

In accordance with the UK General Data Protection Regulations (UKGDPR), we have implemented this privacy notice to inform you, our clients of the types of data we process about you.  We also include within this notice the reasons for process your data, the lawful basis that permits us to process it, how long we keep your data for and your rights regarding your data.

Age UK Hillingdon, Harrow and Brent would like to keep in touch with you to let you know about the vital work we do for older people, our products and services. By submitting information on our Site, you are agreeing to being contacted in these ways by Age UK Hillingdon, Harrow and Brent. You can unsubscribe from these communications at any time.

If you do not wish to continue receiving information from us or carefully selected third parties, please email us or telephone us using the contact details on our web site.

Occasionally, we may share your data with other organisations that we work with. We will usually inform you (before collecting your data) if we intend to share your data with any third party. You can exercise your right to prevent such processing by ticking (or not ticking where applicable) certain boxes on the forms we use to collect your data. We may also share your data and records with external auditors (auditors appointed to check and improve the quality of our services), so we can make improvements to our services.  You can also exercise your right to ask us to stop processing your data in this way at any time by contacting us at enquiries@ageukhhb.org.uk. 

Age UK Hillingdon, Harrow and Brent is the Data Controller for the purposes of collecting your information on our Site(s).

1. What personal information is collected 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 donate.

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.

2. 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. 

3. How is your information used?

The purposes for which we use your information may depend on the relationship you have with Age UK Hillingdon Harrow and Brent. We may use your information for a number of different purposes, which may include:

• providing you with the services, products or information you asked for.
• processing orders that you have submitted;
• carrying out our obligations under any contracts entered into between you and us;
• keeping a record of your relationship with us;
• administering your donation or support your fundraising, including processing Gift Aid;
• responding to or fulfil any requests, complaints or queries you make to us;
• conducting analysis and market research to better understand how we can improve our services, products or information;
• analysing the number and type of people who have used our services to demonstrate our impact and apply for funding
• monitoring the interactions, we have with our customers, donors and beneficiaries for quality control and compliance purposes to ensure we are delivering the service we and our regulators expect (See ‘Monitoring’ section below)
• checking information, we have collected about online and offline about you against third party sources so we can ensure that the information we hold about you is up to date and accurate
• to monitor website-use to identify visitor location, guard against disruptive use, monitor website traffic, personalise information which is presented to you and/or to provide you with targeted advertisements
• dealing with entries into a competition or draw;
• seeking your views or comments on the services we provide;
• notifying you of changes to our services;
• sending you communications which you have requested and that may be of interest to you. These may include information about campaigns, fundraising appeals and activities and promotions of goods and services; 
• communicating with you about the fundraising events you have signed-up for to help us raise important funds for our charitable work.
• administering a legacy, where the charity is potentially the beneficiary of a legacy, we will obtain the names and contact details of executors, a copy of the will, and a grant of probate
• checking donations for the purposes of prevention of fraud or other crime;
• processing grants or job applications

4. Who has access to your information?

It may be necessary to pass your information to a third party in order to process or access a service, for example with the NHS or Local Authority departments, or to complete a procedure such as Gift Aid when you make a donation, but we will only share the personal information necessary to deliver the service involved.

If you have used our services, we may on occasion share basic demographic and service information with Age UK the national charity, local authorities, Trust funders or the NHS so they can help us monitor and ultimately improve the services we provide. The information we share will not include your name or your contact details, unless you give us your consent to do so for a specific purpose, such as sharing your story. When we do share this information, we do so under the lawful basis of legitimate interest.

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

We will not share your information

5. 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 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 Hillingdon, Harrow and Brent 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, modify, 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).

6. Fundraising and Marketing

We may ask for your consent to send you information about our Services news, events and fundraising initiatives. 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.

7. How you can access, update or delete 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. In the meantime, if you change email address, or any of the other information we hold is inaccurate or out of date, please email us enquiries@ageukhhb.org.uk

Under UK data protection law, you have certain rights over the personal information that we hold about you. Here is a summary of the rights that we apply:

• Right of access
• Right to have your inaccurate personal information corrected
• Right to restrict use
• Right of erasure
• Right for your personal information to be portable
• Right to object

You have the right to ask for a copy of the information Age UK Hillingdon, Harrow and Brent holds about you by making a Data Subject Request. 

8. Security precautions to protect the loss, misuse or alteration of information

When you give us personal information, we take steps to ensure that it is treated securely. Any sensitive information is encrypted and protected with additional software.

When you are on a secure page, a lock icon will appear on the bottom of web browsers such as Microsoft Internet Explorer.

Non-sensitive details (your email address etc.) are transmitted normally over the Internet, and this can never be guaranteed to be 100% secure. As a result, while we strive to protect your personal information, Age UK Hillingdon, Harrow and Brent cannot guarantee the security of any information you transmit to us, and you do so at your own risk. Once we receive your information, we make our best effort to ensure its security on our systems. Where we have given (or where you have chosen) a password which enables you to access certain parts of our Sites, you are responsible for keeping this password confidential. We ask you not to share your password with anyone.

9. How long is your information kept for?

We keep your information for no longer than is necessary for the purposes it was collected for. The length of time we retain your personal information for is determined by operational and legal considerations, as well as best practice.

For example, we are legally required to hold some types of information to fulfil our statutory and regulatory obligations (e.g. health/safety and tax/accounting purposes).

Further reasons we may retain personal information include:

• For our auditing purposes
• Evidence in defence of a legal claim
• Ensuring you are suppressed from marketing if you prefer never to hear from us in the future.

We review our retention periods on a regular basis.

If you would like to know more about how long we hold your personal data for – please email us at enquiries@ageukhhb.org.uk

10. What happens when visitors to our web site link to another site?

Our Site contains links to other websites. This privacy policy applies only to our Site‚ so visitors should always be aware when they are moving to another site and read the privacy statement of any site which collects personal information. We cannot be responsible for the privacy policies and practices of other sites even if you access them using links from our Site.

We do not pass on any personal information about our visitors to any other site. In addition, if you linked to this Site from a third-party site, we cannot be responsible for the privacy policies and practices of the owners and operators of that third-party site and recommend that you check the policy of that third-party site and contact the owner or operator if you have any concerns or questions.

11. 16 or Under

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

12. Vulnerable people

We are committed to protecting vulnerable supporters, customers and volunteers, and appreciate that additional care may be needed when we use their personal information. In recognition of this, we observe good practice guidelines in our interactions with vulnerable people.

13. Transferring your information outside of Europe

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

14. Cookies

Cookies are tiny software files that are stored on a computer or mobile device when an individual visits a website. Cookies allow websites to recognise that a user on an individual computer has previously visited the site. The cookies save some information about that user for when they access the site again in the future. You can find out what cookies the Age UK Hillingdon website use in the table below.

For more information about the different types of cookie, visit the About Cookies website.

15. Complaints

We welcome, and take seriously, all complaints and feedback about our work.

If you make a complaint to us, we will collect and use your information to respond to your concerns.

If your complaint relates to an area of our work where we employ a third-party processor or product provider, we may share your personal information with that third party to investigate your concerns.

We will keep a record of your complaint for 7 years from the date that we deem the complaint closed.

16. 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" link on our website.