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Privacy policy

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 (AUKS) 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?

AUKS is a registered charity number 1036450 and company limited by guarantee number 2803315. Our registered address is The Clockhouse Community Centre, Chapel Lane, Milford, Surrey, GU8 5EZ.

If you have any questions about 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 while delivering a service; At events or outreach sessions when making an enquiry or referral or when you make a donation.

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

If you have used AUKS services, on occasion it may share basic demographic and service information with Age UK the national charity so they can help with monitoring and ultimately improving the services provided. The information shared will not include your name or your contact details, unless you give consent to do so for a specific purpose, such as sharing your story. When information is shared, it is done under the lawful basis of legitimate interest.

What type of information is collected from you?

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

How is your information used?

Age UK Surrey 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 stored electronically or in a secure cabinet or briefcase.

Who has access to your information?

AUKS do not sell or rent your information to third parties.

AUKS do not share your information with third parties for marketing purposes.

It may be necessary to pass your information to a third party to process a service (e.g. when you make a donation), but data will only be shared with 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. AUKS consider the following grounds to be relevant:

Specific consent: Where you have provided specific consent to 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 you are entering into a contract with AUKS or performing our obligations under it, for example when you sign up for the Home Help service.

Legal obligation: Where necessary to comply with a legal or regulatory obligation, for example when 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 a medical emergency suffered by an individual at an AUKS events) or a safeguarding issue which requires the sharing of 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 unduly impact your rights). AUKS consider its legitimate interests to be running AUKS as a charitable organisation in pursuit of its 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 AUKS charitable work;
  • conduct research to better understand our supporters and to improve the relevance of our fundraising;
  • understand how people choose/use the services and products;
  • determine the effectiveness of the services, promotional campaigns and advertising;
  • sharing personal data amongst relevant teams within AUKS to ensure we communicate with our supporters in the most effective way
  • monitor with whom we deal 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, and communications for the benefit of our clients.
  • better understand how people interact with our website.
  • retain records as evidence in defence of a legal claim.

When AUKS legitimately processes your personal information in this way it considers and balances any potential impact on you (both positive and negative) and your rights under data protection laws. AUKS will not use your personal information where its interests are overridden by the impact on you, for example, where use would be excessively intrusive (unless, for instance, it is otherwise required or permitted to by law).

When it uses special category personal information, it requires an additional legal basis to do so under data protection laws. It will either do so based on your explicit consent or another route available to it at law (for example, if it needs 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 it to do so).

Fundraising and Marketing

AUKS will ask for your consent to send you information about its services, news, events and fundraising initiatives. It currently sends its newsletter ‘News and Views’ bi-annually. This consent is in addition to the consent asked of you to deliver a service.

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

No stories, photographs or images will be used without your specific consent.

Your choices

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

To opt out of receiving communications, it may be necessary to retain some of your details to ensure you are not contacted again. Your details will only be used for this purpose.

Your rights

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

  • The right to be informed
  • The right of access
  • The right to rectification
  • The right to erasure
  • The right to restrict processing
  • The right to data portability
  • The right to object

  • You have the right to request to see what information is held about you, free of charge and within 30 days. If you would like to do this, please contact AUKS on 01483 503414 or enquiries@ageuksurrey.org.uk.

Keeping your information safe

AUKS take reasonable steps to ensure your information is accurate and up to date.

Where possible it will use publicly available sources to identify deceased records or whether you have changed address.

It would be appreciated if you let AUKS know when your contact details change.

How long is your information kept

AUKS will keep your information for no longer than is necessary for the purposes for which it was collected. The length of time your personal information is retained is determined by operational and legal considerations, as well as best practices.

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

Further reasons why personal information may be retained include:

  • For auditing purposes
  • Evidence in defence of a legal claim
  • Ensuring you are removed from marketing if you prefer not to hear from us in the future.

Retention periods are reviewed on a regular basis. If you would like to know more about how long your personal data is held – please email at enquiries@ageuksurrey.org.uk.

Use of 'cookies'

When you visit AUKS website, personal information is collected 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 obtain your parent/guardian's permission beforehand whenever you provide us with personal information.

Transferring your information outside of Europe

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

Complaints

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

Review of this Policy

This Policy was reviewed in January 2024.  It will be 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.