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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.

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 www.chsw.org.uk/preferences 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 enquiries@chsw.org.uk. We will need to verify your identity in order to provide this information to you.

The GDPR (General Data Protection Regulation) May 2018

The GDPR (General Data Protection Regulation) came into force on 25th May 2018. The regulation replaces the current Data Protection Act. Employers have new responsibilities to ensure compliance.

Organisations must have a valid reason for having personal data and the data should not be held for any longer than necessary. The GDPR is concerned with the rights of individuals when processing their information. This is achieved by being open and honest with applicants about the use of information about them and by following good data handling procedures. The regulation is mandatory and all organisations that hold or process personal data must comply.

Under the GDPR Children’s Hospice South West (CHSW), Little Bridge House, Redlands Road, Fremington, Barnstaple EX31 2PZ is a data controller, registered with the Information Commissioners Office (ICO). CHSW collects and processes personal data relating to its applicants to manage the recruitment processes. CHSW is committed to being transparent about how it collects and uses the data and to meeting its data protection obligations.

What information does CHSW collect?

CHSW collects and processes a range of information about you. This includes:

  • your title, name, address and contact details, including email address and telephone number;
  • details of your qualifications including certificates, skills, education, training and development, experience and employment history, including start and end dates, with previous employers;
  • information about your current level of remuneration, including HMRC Starter Checklist and benefit entitlements if appropriate and NI Number;
  • supporting statements and interview notes as part of the recruitment process;
  • whether or not you have a disability for which CHSW needs to make reasonable adjustments during the recruitment process;
  • information about your nationality and entitlement to work in in the UK
  • information about your professional membership, proof of registration and fitness to practice where appropriate;
  • information about your criminal record;
  • information about County Court Judgement’s as part of the recruitment process;
  • equal opportunities monitoring information including, information about your ethnic origin, sexual orientation and religion or belief;
  • if your role includes driving, we will ask to see and retain copies of your Driving Licence, MOT and Insurance documents. This information will not be shared with any other parties;
  • CHSW might also review publicly available information.

CHSW may collect this information in a variety of ways. For example, data might be collected through application forms or CVs; from your passport or other identity documents such as your driving licence, copies of which may be retained on file; from correspondence with you; or through interviews, meetings or other assessments including online assessments e.g. personality profiles and management testing.

In some cases, CHSW may collect personal and/or Special Category data about you from third parties, such as references supplied by former employers, and information from criminal records checks permitted by law, medical advice or records. CHSW will seek information from third parties only once a job offer to you has been made and will inform you that it is doing so.

Data will be stored in a range of different places, as appropriate, including in your application record, in the organisation's HR management systems and in other IT systems (including the organisation's email system).

Why does CHSW process personal data?

CHSW needs to process data to support a thorough recruitment process and prior to entering into a contract with you.

In some circumstances, CHSW needs to process data to ensure that it is complying with its legal obligations. For example, it is required to check a successful applicants eligibility to work in the UK before employment commences.

CHSW has a legitimate interest in processing personal data during the recruitment process and for keeping records of the process. Processing data from job applicants allows CHSW to manage the recruitment process, assess and confirm an applicant’s suitability for employment and to decide to whom to offer a job. CHSW may also need to process data from job applicants to respond to and defend against legal claims.

CHSW may process special categories of personal data, such as information about ethnic origin, sexual orientation or religion or belief, to monitor recruitment statistics. It may also collect information about whether or not applicants are disabled to make reasonable adjustments for candidates who have a disability. In addition, for some roles, CHSW is obliged to seek information about criminal convictions and offences. Where CHSW seeks this information, it does so because it is necessary for it to carry out its obligations and exercise specific rights in relation to employment.

Where CHSW processes other special categories of personal data, such as information about ethnic origin, sexual orientation, religion or belief, this is done to monitor recruitment statistics. Data that the organisation uses for these purposes is anonymised or is collected with the express consent of its Applicants, which can be withdrawn at any time. Applicants are entirely free to decide whether or not to provide such data and there are no consequences of failing to do so.

CHSW will not use your data for any other purpose other than the recruitment exercise for which you have applied unless your application is successful.

Who has access to data?

Your information may be shared internally for the purposes of the recruitment process, including with members of the HR teams, managers within the respective business area in which you have applied for a post, IT and other staff if access to the data is necessary for performance of their roles or business requirement.

CHSW shares your data with a number of third parties for recruitment purposes including to obtain pre-employment references from other employers, obtain necessary criminal records checks from the Disclosure and Barring Service, and obtain results of on-line personality and management testing.

CHSW also shares your data with third parties that process data on its behalf including for the purposes of hosting online applications e.g. Easyweb.

CHSW will not transfer your data to countries outside the European Economic Area.

How does the organisation protect data?

The organisation takes the security of your data seriously. The organisation has internal policies and controls in place to try to ensure that your data is not lost, accidentally destroyed, misused or disclosed, and is not accessed except by its employees in the performance of their duties. These include: Data Protection; Privacy; Recruitment and Selection; Retention Policies; Use of IT Policy; Social Media; Professional Boundaries; Confidentiality; Consent; Health Records - Access for Children and Families and Creation Management Storage Destruction etc.

Where CHSW engages third parties to process personal data on its behalf, they are under a duty of confidentiality and are obliged to implement appropriate technical and organisational measures to ensure the security of data.

For how long does the organisation keep data?

If your application for employment is unsuccessful, CHSW will hold your data on file for 6 months after the end of the relevant recruitment process.

If your application for employment is successful, personal data gathered during the recruitment process will be transferred to your personnel file and retained during your employment. The periods for which your data will be held will be provided to you in the relevant privacy notice.

Your rights

As a data subject, you have a number of rights. You can:

  • access and obtain a copy of your data on request;
  • require the organisation to change incorrect or incomplete data;
  • require the organisation to delete or stop processing your data, for example where the data is no longer necessary for the purposes of processing;
  • object to the processing of your data where the organisation is relying on its legitimate interests as the legal ground for processing;
  • have the right to request that information you have provided to be given to you in a portable format.

If you would like to exercise any of these rights, please contact the appropriate Senior Management Team member or your local HR Advisor.

If you believe that CHSW has not complied with your data protection rights, you can complain to the Information Commissioner.

What if you do not provide personal data?

You are under no statutory or contractual obligation to provide data to CHSW during the recruitment process. However, if you do not provide the information, CHSW may not be able to process your application properly or at all.

Automated decision-making

Recruitment decisions are not based solely on automated decision-making.

It’s likely that we will need to update this Privacy Notice from time to time, so please check back occasionally.  The most recent version will always be available on the Internet.

Last updated:  25 May 2018 V1

For more information regarding the GDPR please contact the Local HR Office for a copy of CHSW’s Data Protection Policy and/or review our full Privacy Policy.

General Data Protection Regulation (GDPR) 2018

Under the GDPR Children’s Hospice South West (CHSW), Little Bridge House, Redlands Road, Fremington, Barnstaple EX31 2PZ is a data controller, registered with the Information Commissioners Office (ICO). CHSW collects and processes personal data relating to our volunteers to support and manage our relationship. CHSW is committed to being transparent about how we collect and use the data and to meeting our data protection obligations.

What information does CHSW collect?

As a Volunteer with CHSW supporting the work of the hospices and retail shops across the South West, we collect and process a range of information about you. This includes:

  • your title, name, address and contact details, including email address and telephone number, date of birth and gender;
  • your completed registration form, with personal information including experience and interests;
  • your Volunteer Agreement as part of the Volunteer Handbook and Policies;
  • your informal discussion notes which form part of the selection process;
  • information about your emergency contacts;
  • information about your referees, to take up references;
  • information about your nationality and entitlement to volunteer in the UK;
  • information about your criminal record;
  • details of your days/hours volunteering;
  • details of any training you have undertaken;
  • information about medical or health conditions, including whether or not you have a disability so that we can make adjustments if necessary;
  • equal opportunities monitoring information including information about your ethnic origin, sexual orientation and religion or belief;
  • other information relating to your volunteer registration e.g. health and safety records, leaver details, training records;
  • if your volunteering role includes driving, we will ask to see and retain copies of your Driving Licence, MOT and Insurance documents on an annual basis. This information will not be shared with any other parties;
  • CHSW might also review publicly available information about you;
  • CHSW may hold profile pictures

CHSW may collect this information in a variety of ways for example, data may be collected through registration forms; obtained from your passport or other identify documents such as your driving licence copies of which may be retained on file; from correspondence with you; or through meetings and volunteer feedback.

In some cases, CHSW may collect person data about you from third parties, such as references supplied by former employers, information from criminal records checks permitted by law, medical advice or records, parent/guardian consent and through Volunteer Recruitment Websites, who will pass on your information to us including your contact details and additional information, such as your experience and interests.

Data will be stored in different places, including your volunteer records, in the CHSW’s HR management system and in other CHSW IT systems.

Why does CHSW process personal data?

CHSW processes this data on the legal basis of a legitimate interest. The legitimate interest of CHSW is to support the work of the hospices and retail shops across the South West with the use of volunteers.

Processing personal data allows the organisation to: 

  • maintain accurate health and safety records and contact details to ensure we meet our obligations, complies with health and safety laws and meets our duty of care to volunteers;
  • maintain accurate and up to date volunteer records and contact details (including details of who to contact in an emergency), to allow us to manage volunteer services;
  • ensure effective general volunteer and business administration.

Where CHSW processes other special categories of personal data, such as information about ethnic origin, sexual orientation, religion or belief, this is done for the purposes of equal opportunities monitoring. Data that CHSW uses for these purposes is anonymised or is collected with the express consent of volunteers, which can be withdrawn at any time. Volunteers are entirely free to decide whether or not to provide such data and there are no consequences of failing to do so.

Who has access to your data?

CHSW will never share your data or personal information with any external organisation, nor will it transfer any personal data outside of the European Economic Area (EEA).

Your information may be shared internally, including with members of the Volunteer and HR teams, your CHSW contact, managers in the business area in which you volunteer, IT and other staff if access to the data is necessary for the performance of their roles or business requirement.

CHSW may also share your data with third parties in the context of statutory reporting e.g. safeguarding, to comply with legal obligations e.g. insurance claims. Personal data may also be accessible to external IT support services as necessary. In those circumstances the data will be subject to confidentiality arrangements.

CHSW will not further process your personal data for any other purpose unless you have specifically consented to us doing so prior to your information being used.

How does the organisation protect data?

CHSW takes the security of your data seriously. CHSW has internal policies and controls in place to try to ensure your data is not lost, accidentally destroyed, misused or disclosed and is not accessed except by its employees in the performance of their duties. For example, the Data Protection, Use of IT, Social Media and Confidentiality Policies.

Where CHSW engages third parties to process personal data on its behalf, they are under a duty of confidentiality and are obliged to implement appropriate technical and organisational measures to ensure the security of data.

For how long does the organisation keep data?

CHSW will keep your data for six months from the point at which you confirm you have ceased volunteering with us, either by verbal or written confirmation.  After six months your data will be securely destroyed.

For more information on records and retention please refer to CHSW’s Record Retention Policy which can be accessed via the intranet under HR Policies.

Your rights

As a data subject, you have a number of rights in relation to your personal data. You can:

  • access and obtain a copy of your data on request;
  • require CHSW to change incorrect or incomplete data;
  • require CHSW to delete or stop processing your data, for example where the data is no longer necessary for the purposes of processing;
  • object to the processing of your data where CHSW is relying on its legitimate interests as the legal ground for processing;
  • you have the right to request that information you have provided to us be given to you in a portable format;

If you would like to exercise any of these rights, please contact your CHSW Contact, Volunteer Advisor or local HR Advisor.

If you believe that CHSW has not complied with your data protection rights, you can complain to the Information Commissioner.

What if you do not provide personal data?

You have some obligations under your Volunteer Registration/Agreement to provide the organisation with data. Certain information, such as contact details, your right to volunteer in the UK, for Disclosure and Barring Service checks (where applicable) to enable the organisation to enter into a volunteer agreement with you. If you do not provide the information, the organisation may not be able to process your registration properly or at all.

Automated decision-making

CHSW does not use your data to make any automated decisions about you.

It’s likely that we will need to update this Privacy Notice from time to time, so please check back occasionally. The most recent version will always be available on the CHSW website.

Last updated:  25 May 2018 V1

For more information regarding the GDPR please refer to CHSW’s Data Protection Policy available from your CHSW contact or the HR Team and the Privacy Policy/Notice on the CHSW website.

To contact us, please call 01271 325 270 or email enquiries@chsw.org.uk

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 www.chsw.org.uk/preferences 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 https://ico.org.uk/concerns.