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Privacy policy

Children’s Hospice South West recognises the trust that you place in us when providing us with your personal data, and we are committed to being transparent and respectful in the ways we handle your information. 

This policy tells you how we collect and use your information, and your rights in having your personal data protected. We may make changes to this policy from time to time, so please check back occasionally. This policy was last updated on the 29 March 2018.

Who we are

We are Children's Hospice South West (also known as CHSW) and are registered charity number 1003314. Our head office is at Redlands Road, Fremington, Barnstaple, EX31 2PZ and you can contact us by emailing or by calling 01271 325 270.

How we gather and use your information

Supporter Information that we receive directly from you

When you contact us, we collect personal information from you, such as your name, address, email address, phone number and, where appropriate, your date of birth. You may complete a form on our website, or you may give us your details via a phone call, email, or on a paper form.

We ask for your details in connection with the specific request that you make. For example, you may give us your information in order to make a donation, ask us a question, register for a fundraising event, join our lottery, or purchase items from us.  

We will add your details to our supporter database, Salesforce. We will process your information to record and administer your request and we will use these details to contact you about your request or transactions. 

We will record details of when you digitally interact with CHSW via our website and emails, which may include the use of cookies (in accordance with our Cookie policy).

Supporter Information that we receive indirectly

In some cases, we will receive your personal information through a third party. This is most likely to be through an online fundraising tool, such as JustGiving or Virgin Money Giving. 

When you sign up for this type of fundraising service, you should ensure you are happy with the organisation’s Privacy Policies. 

If you state that you are fundraising for CHSW, then your details will most likely be passed to us to allow us to administer your fundraising activity and your details will be added to our supporter database. Unless we have an administrative query about your donation, we will only contact you about your event or send you future marketing, if you specifically give your consent for this.

If you are a donor supporting a fundraising event on these online platforms, your details are only added to our database if you have requested to receive future marketing communications from us. 

Job and volunteer applicants

If you apply to work or volunteer for CHSW, we will only use the information you give us to process your application and to monitor recruitment statistics. If we want to disclose information to someone outside CHSW - for example, if we need a reference, or need to get a 'disclosure' from the Disclosure and Barring Service (DBS) - we will make sure we tell you beforehand, unless we are required to disclose this information by law.

If you are unsuccessful in your application, we will hold your personal information for six months after we've finished recruiting the post you applied for. After this date we will destroy or delete your information. Successful applicants will be provided with information about how their details would be used as a CHSW employee during the appointment process.

Our families

We also collect information from the families that we provide care for. This is discussed in detail with families during their first points of contact with us. 

Your information and events

If you register to take part in an event, you will receive communications that specifically relate to your participation in that event, such as logistical information and safety details. This might include SMS messages where essential, for example if an event must be postponed or cancelled. Where sponsorship is an integral part of the event you have chosen to take part in, we will send you fundraising support information in relation to your specific event. 

We may receive your details as part of a group registration for an event. It is the lead participant’s responsibility to ensure that the group members are aware of this Privacy Policy and that they have permission to register all participants for the event. We will record the details of all participants on our supporter database and contact them in relation to the event. We will not send marketing communications to participants without their specific and individual consent. 

Sensitive information

There may be occasions when we ask you to provide additional personal information which may be sensitive. For example, if you are taking part in an event, then we may ask if you have any health or medical issues that we need to be aware of. By providing this information, you are giving us permission to use it for the purposes of the event. 

It may be necessary for us to pass this sensitive information to a third party who we request to provide a service on our behalf at the event e.g. first aiders contracted by us to work at the event. We ensure that in these circumstances, that these third parties treat your confidential information to the same high standards that we do.

Third party event providers

Some of our fundraising events are run using the services of other organisations. These are indicated on our website as Third Party Events, with details shown to tell you who the organiser is when you register. In these cases, CHSW will need to share your details with the event organiser who may contact you about your participation in the event. We ensure that our Third Party Event providers only use your information for the purposes of your participation in the event. 

Taking part in the Raise a Smile Lottery

When you register to play the lottery, your details are entered onto the Sterling Lottery system; this system operates the lottery draws. Participant details are also added to our supporter database. You will hear from us about matters relating to your lottery subscription. After the 25 May 2018, you will only receive marketing information from us if you have specifically asked for this. 

Customers buying single tickets via CHSW shops or from a team member do not have to provide any personal details to take part. 

Registering for Gift Aid via our shops

If you provide your details to us to for Gift Aid purposes when donating items to CHSW shops, then this information is stored on the Cybertill system. This system processes information about the sale of your donated items. Your details are also added to our supporter database. You will hear from us about matters relating to Gift Aid. We will share your information with HMRC, as a legal requirement of the Gift Aid scheme. After 25 May 2018, you will only receive marketing information from us if you have specifically asked for this.

Using your information for marketing

CHSW believes that our individual supporters should only receive marketing from us if they have actively told us they want to. From 25th May 2018, we will only send marketing information to those who have consented to receive this. Our marketing communications contain news about our hospices, fundraising activities and campaigns and other ways that you can help make a difference to short and precious lives.  

We may undertake segmentation analysis of your data to improve the effectiveness of our marketing. This is where we look at information such as the postcodes of our supporters, their age (if known) and whether donations have been given regularly. This helps us to provide our supporters with the most relevant marketing information and allows us to ensure that we are using our charitable resources efficiently for marketing purposes. This analysis is only done based on information that you give us, either directly or that we receive through a fundraising tool (for example, JustGiving or Virgin Money) and is undertaken by CHSW only.

You can change how you receive marketing information at or by calling us on 01271 325 270.

If you tell us that you are happy to receive marketing information then we will consider that this consent is valid for up to 3 years since you last made a donation to us. You may of course withdraw your consent earlier than this by using the details above or for example, when you register for a new event; we will always use your most recent preferences. 

We don’t give your personal information to any other organisations for their own marketing purposes. 

Young people’s data

We are committed to protecting the privacy of the young people who engage with us. If you are under 18, please obtain permission from a parent/guardian before providing your personal information to us. When we receive the details of a young person who is under 18, we will add them to our database to record and administer their contact with us. However, it is our policy to not send marketing communications to any of our supporters who are under 18, where known to us. 

Contacting businesses and community groups

CHSW has many strong partnerships with a variety of organisations within our communities. If you are a business or community group (e.g. Scout group or sports club) then we may contact you by post or phone about ways that your organisation can get involved with CHSW, without your prior consent. This is because we believe that we have a legitimate interest in doing so. We will do this in the following circumstances:

  1. Where we have obtained details about your business or group because it has made a recent donation to CHSW (within the last 3 years).
  2. Where we are running a fundraising activity that we feel may be of interest to your community group or business. We believe that we have a legitimate interest in using publicly available sources of professional information to make contact with you. This might be from your organisation’s website or a professional network such as LinkedIn. Types of activities that we might contact organisations about are:
    • Inviting your business to a tour of one of our hospices
    • Inviting local schools or sports clubs to take part in a fundraising event

An organisation with a corporate identity may also be contacted by email. Any organisation can tell us that they do not wish to be contacted and we always use services such as the TPS or the CTPS before making contact. 

Contacting trusts, grant providers and foundations

We may contact organisations who provide grants, or who operate as Trusts or Foundations where we have a legitimate interest in doing so and where we do not infringe on the rights of the individuals who are part of the Trust or Foundation. We may undertake research about these organisations and individuals who are part of them, e.g. trustees. This research may include determining information about level of wealth and is undertaken to source funding and identify cases where the objectives of the trust matches the need for which the grant is required. This research is only carried out using professional information that is in the public domain and where the individual may expect that this information may be used for this purpose. An individual can object to this processing at any time using the contact details in this policy.

Third parties we use to provide us with business services

We may use a mailing house to process our postal marketing. We use a third party to fulfil some of our product orders, for example to dispatch our Christmas cards. 

We use a company called CCR Data Limited to periodically cleanse our data to check for essential updates to our records. We only use this to remove records (for example to prevent us from contacting a supporter who is deceased) and do not use this as a source of additional or new information about supporters.

We use a third party provider, Campaign Monitor, to deliver emails on our behalf. We gather information about the level of supporter interaction with these emails, such as when an email is opened or a link followed. This helps us to improve our email communications. 

These third parties cannot use your information for any other purpose than as prescribed by us and we ensure that these third parties comply with the relevant data protection regulations. 
We will share your personal information if we are required to do so by law.

How we store your personal data

CHSW is committed to ensuring the security of your information. We have strict physical, electronic and managerial procedures in place to secure and store your personal information. 

The information that we collect from you is stored on our databases (Salesforce, Cybertill, Sterling and Cascade). These databases hold information within the European Economic Area.

Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to this website; any transmission is at your own risk. 

We use Sage Pay and World Pay to securely process card payments. We require our payment providers to be compliant with the Payment Card Industry’s Data Security standards (PCI-DSS). We store the last four digits of your card number in our secure supporter database as a record of your transaction. 

Keeping your information

CHSW will retain the information that you provide to us for as long as it is needed to administer the relationship we have with you and for the purposes for which it was originally intended.  All data held is protected using up to date industry standard procedures to keep it safe and secure and to prevent loss or unauthorised access. In some cases, we will need to retain your details to meet legal requirements, such as the records we are required by law to keep regarding Gift Aid. When we do not require your information any more, it will be disposed of securely. 

Your rights

With effect from the 25 May 2018, the General Data Protection Regulation will ensure that all individuals have the following rights:

  1. The right to be informed
  2. The right of access
  3. The right to rectification
  4. The right to erasure
  5. The right to restrict processing
  6. The right to data portability
  7. The right to object
  8. Rights in relation to automated decision making and profiling.

Please contact us if you feel that any information that we have about you is inaccurate and needs to be corrected. You can contact us if you wish to object to the way that your data is being processed, to withdraw your consent for processing, to make a complaint about the use of your data or to request that your data is deleted. You have the right to ask for a copy of the information that we hold about you. This is known as a Subject Access Request and you can contact us to request this via We will need to verify your identity in order to provide this information to you.

To contact us, please call 01271 325 270 or email

If you have ‘opted in’ to receive news updates, and information about fundraising activities and campaigns and wish to change your contact preferences, then you can do this at any time by visiting or by calling us on 01271 325 270.

If you are not satisfied with any response we give to your concerns about how we process your data, or believe that your data has been processed unlawfully, then you can contact the Information Commissioners Office and find out more on their website