Privacy policy

Who we are

We are Age UK Wiltshire, whose main office is at Unit 9-10 Prince Maurice Court, Hambleton Avenue, Devizes, Wiltshire, SN10 2RT.

Age UK Wiltshire 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 statement, our terms and conditions and current data protection legislation.

Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it.  This statement may change from time to time, so please check this page periodically.

Please read also our Data Protection Policy which accompanies our Privacy Policy.

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 by sending an e-mail to business.support@ageukwiltshire.org.uk or telephoning us on 0808 196 2424.

Who will see your personal data

Staff, volunteers and trustees will be able to view your data. Restrictions may be put in place to limit how much of your data they can see based on their role and their need to know.

In order to deliver our services we will share your data with other organisations that we work with. These organisations can be referred to as "Data Processors". We will usually inform you (before collecting your data) if we intend to share your data. You can exercise your right to prevent us doing this by telling us not to either at the time we speak to you or by contacting us at business.support@ageukwiltshire.org.uk.

In providing assistance through our services we may need to contact other agencies on your behalf – your authorisation will always be sought before we do this.

The organisations that we share with include:

• Dizions (CharityLog) – data processor of contact information and details of services provided for staff, volunteers, trustees, clients and supporters
• Microsoft (O365, SharePoint) – Data processor for records and information relating to staff, volunteers, trustees, clients and supporters.
• NHS (GP Surgeries and Hospitals) – Data processor for records and information relating to clients using our Living Well service
• Age UK National - Data processor for external audits and quality assurance. Also for Age UK funded projects that Age UK Wiltshire participates in.
• Consilium Research and Consultancy – Data processor for evaluating Age UK funded projects that Age UK Wiltshire participates in.
• Wavehill Social and Economic Research – Data processor for evaluating Age UK funded projects that Age UK Wiltshire participates in.
• Department of Work & Pensions – Data processor of clients we refer for help with benefit claims.
• HMRC – Data processor of payroll information.
• Xero – Data processor of financial and payroll information of staff, volunteers, supporters and service providers
• Lloyds Bank – Data processor of financial and payroll information of staff, volunteers, supporters and service providers
• GBG – Data processors of staff and volunteers requiring DBS check.
• HostingIT4U – Data processor for AUKW domain user accounts
• Myepaywindow - Data processor for AUKW for Staff pay role.
• Timetastic - Data processor for AUKW staff leave and absence recording.
• E.ON Energy and its auditors – Data processor in connection with the project E.ON Warm Homes programme (April 2022 to March 2024)

We may also share your details with other organisations where there are immediate concerns about potential abuse or physical harm or where an indictable offence may have been committed.  Then, and only then, we may share details with the relevant agencies upon the authorisation of the Chief Executive (or other senior manager) of Age UK Wiltshire.

We may transfer your personal information to a third party as part of a transfer of some or all of our business and assets to any third party or as part of any business restructuring or reorganisation, or if we’re under a duty to disclose or share your personal data in order to comply with any legal obligation or to enforce or apply our terms of use or to protect the rights, property or safety of our staff, supporters, customers, users of the website or others. However, we will take steps with the aim of ensuring that your privacy rights continue to be protected.

We will never sell or rent your data to any third parties.

What information we keep and why?

We process personal data relating to clients, supporters, staff, volunteers and trustees of our organisation.  This is to allow us to offer services, products and help and guidance to our clients and to be able to keep people up to date with our work and plans.

We collect personal information. This includes:

• Name
• Address
• Telephone number
• Email address
• IP address
• Age/ Date of birth

We may also collect sensitive personal information but only when it absolutely necessary. This includes:

• Health
• Race
• Ethnic origin
• Religion or philosophical beliefs
• Trade Union membership
• Sex life
• Sexual orientation

Lawful Processing

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

• Your consent -You have given us clear consent for us to process your personal data for a specific purpose. You have the right to change your consent choices at any time.
• Necessary for the performance of a contract -The processing is necessary for a contract we have with you, or because you have asked us to take specific steps before entering into a contract.
• Compliance with a legal obligation -The processing is necessary for us to comply with the law (not including contractual obligations).
• In the legitimate Interests of Age UK Wiltshire, or a third party, except where such interests are overridden by your interests or fundamental rights and freedoms. Whenever we use legitimate interests to process personal information we will conduct a Legitimate Interest Assessment to establish it is appropriate to do so.

Marketing and fundraising

We want to tell you about the services we offer, the work we do, our events, campaigns and opportunities to support us.

To do this we will either ask you for specific consent to send information by your preferred communication method or we will use Legitimate Interests when we can demonstrate this would have a minimal privacy impact for you and we think you would reasonably expect to receive it. We will not send you any marketing materials by a particular communication method if you have expressly told us you do not wish to receive it in this way.

Your choices

You can unsubscribe from communications from us at any time by writing to us at Age UK Wiltshire, Unit 9-10 Prince Maurice Court, Hambleton Avenue, Devizes, Wiltshire, SN10 2RT,  emailing us at business.support@ageukwiltshire.org.uk or telephoning us on 0808 196 24 24.

If you change your preferences of the way you would like to hear from us, eg you would prefer to receive an email rather than by post, you can do so by either emailing us at business.support@ageukwiltshire.org.uk or telephoning us on 0808 196 24 24.

Your rights

You have the following rights:

• The right to be informed - We will inform you about how we will handle your data either at the time of contact or by referring you to our Privacy Statement.
• The right of access - You have the right to ask to see any data that Age UK Wiltshire holds about you in either paper or computerised formats. You can request this in whatever format you wish, we may ask you confirm your request in writing and to confirm who you are. If you wish to write to us please put your request in writing to:
  
  Business Support Team
  Age UK Wiltshire
  Unit 9-10 Prince Maurice Court
  Hambleton Avenue
  Devizes
  Wiltshire SN10 2RT
  
  or email business.support@ageukwiltshire.org.uk. 
  
  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.
• The right to rectification - You have the right to expect the data we hold about you to be accurate and can ask for any inaccuracies to be corrected.
• The right to erasure - You have the right to ask us to erase any personal data we hold about you (aka the ‘right to be forgotten’). 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. We may not be able to do so where we are legally required to hold that information. In some cases, we will anonymise that information, rather than delete it.
• The right to restrict processing - You can restrict how we use your personal data. This is an alternative to requesting the erasure of their data.
• The right to data portability - You can ask to receive personal data we hold in a structured, commonly used and machine readable format. You can also request that we transmit this data directly to another data controller.
• 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 business.support@ageukwiltshire.org.uk or write to:

Business Support Team
Age UK Wiltshire
Unit 9-10 Prince Maurice Court
Hambleton Avenue
Devizes
Wiltshire SN10 2RT

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.

How long do we keep your information?

If you are in receipt of one or more of our services we will hold your data for six years after you cease to receive a service.  At this time all paper records will be destroyed and computerised records will be anonymised. We will keep a basic record of your details in an archived database separate to our main database and restrict access of it to the Chief Executive Officer and senior management. The purpose of this database is to allow us to identify historical contact with clients in respect to legacies they may have made to Age UK. We will keep this for 10 years from the date of last contact

If you are a supporter of Age UK Wiltshire we will hold information about your donations until two years after you stop supporting us or as soon as you withdraw your consent when we will anonymise your data.  This means that details of your donations will be kept but your personal data will be deleted.  This is for historical and statistical purposes only and it is not possible to identify an individual from this data.

Security

When you give us personal and/or sensitive information we take steps to ensure that it is treated securely and with respect.  Information will be held on one or both of our two databases hosted by our partner organisations, Dizions Ltd and Microsoft SharePoint. We have satisfied ourselves that their practices are compliant with this privacy statement and current data protection legislation.

Complaints

You have the right to lodge a complaint about how we are handing your personal data. You can complain by writing to:

Chief Executive Officer
Age UK Wiltshire
Unit 9-10 Prince Maurice Court
Hambleton Avenue
Devizes
Wiltshire SN10 2RT

Or you can email us on business.support@ageukwiltshire.org.uk or call 0808 196 2424 and speak to one of our customer advisers who will put you in touch with a member of the senior management team who will oversee your complaint.

Alternatively, you can contact the Information Commissioners Office.

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline number: 0303 123 1113
ICO website: https://www.ico.org.uk 

Use of ‘cookies’ on our website

Like many other websites, the Age UK Wiltshire sites use cookies.  ‘Cookies’ are small pieces of information sent by an organisation to your computer and stored on your hard drive to allow that website to recognise you when you visit.  They collect statistical data about your browsing actions and patters and does not identify you as an individual.  For example, we use cookies to store your country preference.  This helps us to improve the site and deliver a better more personalised service.  It is possible to switch off cookies by setting your browser preferences.  For more information on how to switch off cookies on your computer, visit the AboutCookies website:  About Cookies  Turning cookies off may result in a loss of functionality when using our site.

You can find out what cookies the Age UK Wiltshire website use in the table below.

What happens when visitors link to another site?

Our site contains links to other websites.

This privacy statement 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.

Links to external sites will open in a new browser window.

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.

Transferring your information outside of Europe

As part of the services offered to you through the Site, the information which you provide to us may be transferred to countries outside the European Union (“EU”). By way of example, this may happen if any of our servers are from time to time located in a country outside of the EU. These countries may not have similar data protection laws to the UK. By submitting your personal data, you are agreeing to this transfer, storing or processing. If we transfer your information outside of the EU in this way, we will take steps with the aim of ensuring that your privacy rights continue to be protected as outlined in this privacy policy.

If you use our services while you are outside the EU, your information may be transferred outside the EU in order to provide you with those services. Age UK Wiltshire is a registered charity (number 800912) and company limited by guarantee (number 2121174).  The registered address is Unit 9-10 Prince Maurice Court, Hambleton Avenue, Devizes, Wiltshire, SN10 2RT

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