What information do we collect about you?
We collect information about you when you enquire about using any of our services,
as part of us providing you with our service(s), or when you register an interest in
supporting us. We will also collect information about you if you contact us to apply
for a role working for our organisation. (Website usage information is collected using
How will we use the information about you?
Clients – we will initially use the information we collect from you to contact you to
arrange an appointment and to provide you with details of our services. We will then
use your information to provide you with any service(s) we have agreed with you.
We will use your financial information to advise you about how to deal with your
debts and we may contact your creditors to make payment arrangements with them.
We will use your information to remain in contact with you for support, and record
your ongoing progress.
We may also contact you with information about other services that may be suitable
for you, or to invite you to take part in research and feedback in relation to our
services. We may also contact you to invite you to any events that we may run from
time to time, if we consider that they might be suitable for you.
Supporters – we will use the information we collect from you, including your level
of interest, support for us and location, to tell you more about our work. We will also
thank you for your support, and invite you to continue to support us. We may also use
your information to invite you to fundraising or other events, or to ask if you would
be able to increase your support. We will also analyse the information we collect
about you and use publicly available information to aid our understanding of our
supporters, understand the level of potential donations, profile supporters into
categories and help provide a personalised service to you on our website content and
emails. We will always do this in compliance with the rules in relation to
direct marketing, including those set out by the Fundraising Regulator.
Job applicants – we will use the information we collect from you to process and
consider your application for a role with our organisation. Your information will only
be shared with our Human Resources department and other staff who will be involved
in the selection and recruitment process. We will only request a reference or a DBS
disclosure with your prior consent.
Phone calls – we may record both inbound and outbound phone calls for the purposes
of monitoring our service and training our staff. If there is a dispute or
misunderstanding about what was said during a telephone call, we may use call
recordings to help clarify the contents of conversations we have had.
CCTV – we operate CCTV cameras at our premises for the purpose of safeguarding
the safety of our staff, visitors and property. We use these images for the prevention,
investigation and detection of crime and for the prosecution of any offenders.
Market research and demographic data – we may use your contact details to
contact you to ask for your comments and opinions on how we might improve and
develop our services. We may also use your information to study and better
understand the composition of our client and supporter base.
Sharing your information
We will not normally share any information we hold about you to others without your
prior consent, unless one of the following exceptions apply. We may disclose
information we hold about you:
• If it is necessary for law enforcement or similar purposes;
• To review the quality of our service – for example, when our service is audited
by an official regulator from an external professional body that has the right to
inspect our files, including information we hold about you, to ensure we are
complying with their rules;
• As a necessary part of providing you with our service(s) or contacting you as a
supporter – for example, by using a third party mailing house to process our
• As a necessary part of ensuring we comply with our legal obligations as a data
controller – for example, by using a third party to migrate data or ensure it is
accurate and up-to-date;
• We may collect information that you make available on, for example, Twitter,
Facebook, Linkedin or similar organisations. You may wish to check their
Retaining and deleting your information
We will take all reasonable steps to ensure that the information we hold about you is
kept secure. We will only hold your personal data for as long as it is required in line
with our Data Retention Policy. Deleting your information may involve either the
removal of the data or its anonymisation, meaning that it no longer continues to be
personal data that will identify you. Please contact us if you need further details about
our Data Retention Policy, or to request that your data be deleted.
Access to your information and correction
You have the right to request details of the information we hold about you. To do this,
you should write to the address below, enclosing a cheque for £10 made payable to
We are allowed by law to require this fee prior to dealing with your
request, to reflect the administrative costs involved. It will help us to process your
request if you can be specific about what information you require, otherwise we may
need to contact you again to clarify this. We will respond to your request within 40
days of receiving both the written request and the required fee. You have the right to
request that we update or correct any information we bold about you. Please contact
us using the details below to let us know what needs correcting.
Our website may record some of your personal information, for example, by logging
your IP address or the location of your computer or network. It may also record
information about you that you enter into online forms.
Other data may be collected anonymously about your use of our site from cookies.
Cookies are small text files that are placed on your computer by websites that you
visit. To find out more about cookies, including how to see what cookies have been
set and how to manage and delete them, visit allaboutcookies.org . We may use
• To establish the needs of visitors and customise the content of our website;
• To process any forms, requests or applications you send;
• For internal administration and analysis.
link to other websites you should read their own privacy policies.
How to contact us
we hold about you.
By post: Data Protection Officer
For more information about your legal rights in relation to the information we hold
about you, please visit the Information Commissioner’s Office at ico.org.uk .