Privacy policy

Who we are

Age UK North Tyneside is committed to protecting and respecting your privacy and security. Whenever you provide us with your personal information via our website “Site(s)”, 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 North Tyneside is a registered charity (number 1049527) and company limited by guarantee (number 1763579). The registered address is Age UK North Tyneside, Bradbury Centre, 13 Saville Street West, North Shields, NE29 6QP.

If you have any questions around this privacy policy, you should email Michelle Adams, Data Protection Officer at enquiries@ageuknorthtyneside.org.uk.

How do we collect information from you?

Information you give to us
This could be when you donate, access a service, attend an event, apply for a job, apply for a volunteer role, submit an online enquiry, email us, or call us.

Information we get from your use of the website
When you visit the Site, 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:

your name and contact details (including postal address, email address and telephone number);
your date of birth
your communications with us, such as call recordings and emails you send. These communications may relate to general enquiries, requests for support or guidance, and complaints or feedback about our activities, products and services.
your bank or credit card details. If you make a donation online or make a purchase, your card information is not held by us, it is collected by our third-party payment processors, who specialise in the secure online capture and processing of credit/debit card transactions;
information as to whether you are a UK taxpayer so we can claim gift aid;
if you are a successful applicant to volunteer or work for us, we will ask for photographic ID to verify your identity. We may also collect your National Insurance number and information from the Disclosure and Barring Service (DBS) where appropriate.

Data protection laws recognise certain categories of personal information as sensitive and therefore requiring greater protection, for example information about your health, ethnicity and religion.

We do not usually collect sensitive data about you unless there is a clear and valid reason for doing so and data protection laws allow us to. For example, we may ask for your health information if you are taking part in one of our Health & Wellness classes.

Where appropriate, we will make it clear why we are collecting this type of information and what it will be used for.

How is your information used?

We may use your information to:

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 fulfilling 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;
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;
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 job applications.

Who has 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.

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

The GDPR requires us to rely on one or more lawful grounds to process your personal information. The following are the grounds we use:

Specific consent
Where you have provided specific consent to us using your personal information in a certain way, such as to send you email, text and/or telephone marketing. Your specific consent is also used where you have agreed for us to use your personal information in case studies to promote our work.

Performance of a contract
Where we are entering into a contract with you or performing our obligations under it, for example employment or volunteer contracts.

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 North Tyneside 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;
send email communications about, and related to, fundraising events you have signed up for to help you raise important funds for our charitable work
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;
sharing personal data amongst relevant teams within Age UK North Tyneside to ensure we communicate with our supporters in the most effective way;
monitor who we deal with to protect the charity against fraud, money laundering and other risks;
record and monitor interactions for quality and training purposes;
enhance, modify, personalise or otherwise improve our services /communications for the benefit of our customers;
better understand how people interact with our website;
retain records and call recordings as evidence in defence of a legal claim.

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 may use your contact details to provide you with information about the vital work we do for older people, our fundraising appeals and opportunities to support us, as well as the products and services you can buy if we think it may be of interest to you.

Email, text and phone
We will only send you marketing and fundraising communications by email text and telephone if you have explicitly provided your prior consent. This does not apply to service communications (see below).

We’ll always ask for your permission to contact you about our products and services in this way, for example:

when you make a donation
when you fundraise for us
when you contact us
when you enquire about, or purchase, one of our products or services.

You can opt out of our marketing communications at any time. Please see “Your Choices” for further information.

Post
We may send you marketing and fundraising communications by post that we think may be of interest to you, unless you have told us that you would prefer not to hear from us in this way.

If we contact you by post with marketing and fundraising information, we do so under the lawful basis of legitimate interest.

This means that we send postal communications to achieve our charitable and/or organisational aims and ideals, whilst ensuring that doing so does not impinge on your privacy rights.

We believe that we have a legitimate interest to do this to raise vital funds, including via our trading subsidiaries, to sustain our charitable work to be there for older people who need us most.

We ask you if you would prefer not to hear from us in this way the first time you contact us, and you can opt out of postal communications at any point going forward. Please see ‘Your Choices’ for more information.

Your choices

You have the right to opt out of receiving communications from us at any time emailing us at enquiries@ageuknorthtyneside.org.uk.

You can also change the way we contact you at any time by emailing us at enquiries@ageuknorthtyneside.org.uk.

In order to opt you out of receiving communications, it is necessary to retain some of your details to ensure we don’t 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
When we collect your data, we will inform you of our purposes for processing their personal data, your retention periods for that personal data, and who it will be shared with.

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 email us at enquiries@ageuknorthtyneside.org.uk.

The right to rectification
You have the right to have inaccurate or incomplete information we hold about you corrected. If you believe any of the other information we hold is inaccurate or out of date, please email us at enquiries@ageuknorthtyneside.org.uk.

The right to erasure
You may ask us to delete some or all of your personal information and in certain cases, and subject to certain exceptions; we will do so as far as we are required to. In many cases, we will anonymise that information, rather than delete it.

The right to restrict processing
You have a right to ask us to restrict the processing of some or all of your personal information if there is a disagreement about its accuracy, or we're not lawfully allowed to use it.

The right to data portability
If we are processing your personal information (1) based on your consent, or in order to enter into or carry out a contract with you, and (2) the processing is being done by automated means, you may ask us to provide it to you or another service provider in a machine-readable format.

The right to object
You have the right to object to processing where we using your personal information (1) based on legitimate interests, (2) for direct marketing or (3) for statistical/research purposes.

If you want to exercise any of the above rights, please email us at enquiries@ageuknorthtyneside.org.uk or write to Age UK North Tyneside, Bradbury Centre, 13 Saville Street West, North Shields, NE29 6QP. We may be required to ask for further information and/or evidence of identity. We will endeavour to respond fully to all requests within one month of receipt of your request, however if we are unable to do so we will contact you with reasons for the delay.

Please note that exceptions apply to a number of these rights, and not all rights will be applicable in all circumstances. For more details we recommend you consult the guidance published by the UK’s Information Commissioner’s Office.

Keeping your information safe

When you give us personal information, both offline and online, we take steps to ensure that appropriate technical and organisational controls are in place to protect it.

Any sensitive information (such as credit or debit card details) provided to us via our website is encrypted and protected with the following software: 128 Bit encryption on TLS. 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, we 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 website, you are responsible for keeping this password confidential. We ask you not to share your password with anyone.

Use of cookies

When you visit the Site, we collect various personal information which may include your name, address, contact details, IP address, and information regarding which pages are accessed and when. You can find out more about how we use cookies by visiting www.ageuk.org.uk/northtyneside/privacy-policy/cookies.

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

If you use our services while you are outside the EEA, your information may be transferred outside the EEA in order to provide you with those services.

As part of the services offered to you through this website, the information which you provide to us may be transferred to countries outside the European Economic Area (“EEA”). By way of example, this may happen if any of our servers are from time to time located in a country outside of the EEA. You should be aware that these countries may not have similar data protection laws to the UK. By submitting your personal data, you’re agreeing to this transfer, storing or processing. If we transfer your information outside of the EEA in this way, we will take steps to ensure that appropriate security measures are taken with the aim of ensuring that your privacy rights continue to be protected as outlined in this policy.

We undertake regular reviews of who has access to information that we hold to ensure that your info is only accessible by appropriately trained staff, volunteers and contractors.

Complaints

If you want to make a complaint, you can do so by calling us at 0191 280 8484 or emailing us at enquiries@ageuknorthtyneside.org.uk.

How to Complain Guide

Comments, Compliments and Complaints Policy

Review of this Policy

This policy was last reviewed in July 2023. This is kept under regular review and updated where necessary.