We have updated this policy to reflect changes in data protection law. This policy was last updated 1 June 2023.
At Age International, we're committed to protecting and respecting your privacy.
This policy explains when and why we collect personal information about you, how we use it, the conditions under which we may disclose it to others, how we keep it safe and secure and your rights and choices in relation to your information.
Any questions regarding this policy and our privacy practices should be sent by email to email@example.com or by writing to Head of Supporter and Customer Engagement, Age UK, 7th Floor, One America Square, 17 Crosswall, London, EC3N 2LB. Alternatively, you can telephone 0800 169 87 87.
- Who does this policy apply to?
- Who are we?
- How do we collect information from you?
- What type of information is collected from you?
- How and why is your information used?
- How and when will you hear from us?
- Using your information to tailor our work
- Who has access to your information?
- Lawful Processing
- Your choices
- Your Rights
- Keeping your information safe
- Keeping your information up to date
- How long is your information kept for
- Use of 'cookies'
- Use of ‘Chatbot’
- Links to other websites
- 16 or Under
- Vulnerable circumstances
- Transferring your information outside of Europe
- Changes to this policy
Who does this policy apply to?
This policy applies to individuals whose personal data is processed by Age UK.
Who are we?
Age International is a charitable subsidiary of Age UK.
Usually, Age UK will be the 'controller' of your personal information. This means that we are responsible for deciding how your personal information is used, and ensuring that it is used in compliance with applicable data protection law (in conjunction with other parties, where applicable).
In this policy 'Age UK', 'we', 'us' or 'our' means:
- Age UK, registered charity (no. 1128267) and company limited by guarantee (no. 6825798). Registered address is: 7th Floor, One America Square, 17 Crosswall, London EC3N 2LB.
- Its group of companies AgeCo Limited (company no. 3156159), Age UK Trading CIC (company no. 1102972) and HelpAge International UK (trading as 'Age International') registered charity (no. 1128267-8) and company limited by guarantee (no. 07897113),
- Age UK's National Partners (Age NI, Age Cymru and Age Scotland). We also work with over 130 local Age UK's across the country.
Usually, Age UK will be the 'controller' of your personal information. This means that we are responsible for deciding how your personal information is used and ensuring that it is used in compliance with applicable data protection law (in conjunction with other parties, where applicable).
If one of our subsidiaries (or another entity) is the relevant controller, this will be explained where appropriate.
How do we collect information from you?
We obtain information about you in the following ways:
Information you give us directly
Information you give us indirectly
When you visit this website
When you use social media
What type of information is collected from you?
The information we collect, store and use from you may depend on the relationship you have with Age UK and/or one of our trading and charitable subsidiaries. This might include:
- your name and contact details (including postal address, email address and telephone number)
- your date of birth
- your communications with us, such as call recordings and emails you send. These communications may relate to general enquiries, requests for support or guidance, and complaints or feedback about our activities, products and services.
- your bank or credit card details. If you make a donation online or make a purchase, your card information is not held by us, it is collected by our third-party payment processors, who specialise in the secure online capture and processing of credit/debit card transactions
- information as to whether you are a UK taxpayer so we can claim gift aid
- if you are a successful applicant to volunteer or work for us, we will ask for photographic ID to verify your identity. We may also collect your National Insurance number and information from the Disclosure and Barring Service (DBS) where appropriate.
Data protection laws recognise certain categories of personal information as sensitive and therefore requiring greater protection, for example information about your health, ethnicity and religion.
We do not usually collect sensitive data about you unless there is a clear and valid reason for doing so and data protection laws allow us to do so.
Where appropriate, we will make it clear why we are collecting this type of information and what it will be used for.
How and why is your information used?
The purposes for which we use your information may depend on the relationship you have with Age International, Age UK and/or our charitable or trading subsidiaries. We may use your information for a number of different purposes, which may include:
- providing you with the services, products or information you asked for.
- processing orders that you have submitted;
- carrying out our obligations under any contracts entered into between you and us;
- keeping a record of your relationship with us;
- administering your donation or support your fundraising, including processing Gift Aid;
- responding to or fulfil any requests, complaints or queries you make to us;
- conducting analysis and market research to better understand how we can improve our services, products or information;
- analysing the number and type of people who have used our services to demonstrate our impact and apply for funding
- monitoring the interactions we have with our customers, donors and beneficiaries for quality control and compliance purposes to ensure we are delivering the service we and our regulators expect (See ‘Monitoring’ section below)
- checking information we have collected about online and offline about you against third party sources so we can ensure that the information we hold about you is up to date and accurate
- to monitor website-use to identify visitor location, guard against disruptive use, monitor website traffic, personalise information which is presented to you and/or to provide you with targeted advertisements
- dealing with entires into a competition or draw
- seeking your views or comments on the services we provide;
- notifying you of changes to our services;
- sending you communications which you have requested and that may be of interest to you. These may include information about campaigns, fundraising appeals and activities and promotions of goods and services;
- communicating with you about the fundraising events you have signed-up for to help us raise important funds for our charitable work.
- administering a legacy, where the charity is potentially the beneficiary of a legacy, we will obtain the names and contact details of executors, a copy of the will, and a grant of probate
- checking donations for the purposes of prevention of prevention of fraud or other crime;
- processing grant or job applications.
How and when will you hear from us?
We respect your right to privacy, and we will only contact you about Age UK, our trading and charitable subsidiaries, if you are happy to hear from us or where appropriate to do so.
Fundraising and Marketing Communications
Using your information to tailor our work
Profiling and analysis
Who has access to your information?
We do not sell or rent your information to third parties.
We do not share your information with third parties for marketing purposes.
However, we may disclose your information to third parties in order to achieve the other purposes set out in this policy. These third parties may include:
Third parties working on our behalf
Third-party product providers we work with
Local Age UKs
Data protection law requires us to rely on one or more lawful grounds to process your personal information. We consider the following grounds to be relevant:
Performance of a contract
You have a choice about whether or not you wish to receive information from us. If you do not want to receive direct marketing communications from us about the vital work we do for older people and the exciting products and services you can buy, then you can select your choices by ticking the relevant boxes situated on the form used to collect your information.
We’re committed to putting you in control of your data so you’re free to change your marketing communication preferences (including to tell us that you don’t want to be contacted for marketing purposes) at any time using:
- firstname.lastname@example.org, or
- by telephone: 0800 169 87 87, or
- by post: Supporter Engagement, Age UK, One America Square, 17 Crosswall, London EC3N 2LB.
We will not use your personal information for marketing purposes if you have indicated that you do not wish to be contacted and will retain your details on a suppression list to help ensure that we do not continue to contact you. However, we may still need to contact you for administrative purposes like where we are processing a donation or thanking you for your participation in an event.
Under UK data protection law, you have certain rights over the personal information that we hold about you. Here is a summary of the rights that we think apply:
Right of access
Right to have your inaccurate personal information corrected
Right to restrict use
Right of erasure
Right for your personal information to be portable
Right to object
Keeping your information safe
When you give us personal information, both offline and online, we take steps to ensure that appropriate technical and organisational controls are in place to protect it.
Any sensitive information (such as credit or debit card details) provided to us via our website is encrypted and protected with the following software: 128 Bit encryption on TLS. When you are on a secure page, a lock icon will appear on the bottom of web browsers such as Microsoft Internet Explorer.
Non-sensitive details (your email address etc.) are transmitted normally over the internet, and this can never be guaranteed to be 100% secure. As a result, while we strive to protect your personal information, we cannot guarantee the security of any information you transmit to us, and you do so at your own risk. Once we receive your information, we make our best effort to ensure its security on our systems. Where we have given (or where you have chosen) a password which enables you to access certain parts of our website, you are responsible for keeping this password confidential. We ask you not to share your password with anyone.
Keeping your information up to date
We take reasonable steps to ensure your information is accurate and up to date.
Where possible we use publicly available sources to identify deceased records or whether you have changed address.
We really appreciate it if you let us know when your contact details change.
How long is your information kept for
We keep your information for no longer than is necessary for the purposes it was collected for. The length of time we retain your personal information for is determined by operational and legal considerations, as well as best practice.
For example, we are legally required to hold some types of information to fulfill our statutory and regulatory obligations (e.g. health/safety and tax/accounting purposes).
Further reasons we may retain personal information include:
- For our auditing purposes
- Evidence in defence of a legal claim
- Ensuring you are suppressed from marketing if you prefer never to hear from us in the future.
We review our retention periods on a regular basis.
If you would like to know more about how long we hold your personal data for – please email us at email@example.com.
Use of 'cookies'
Age UK has a Cookie Preference centre that allows you to control certain types of cookies that are used by Age UK. When anyone visits or is taken to our website, all Marketing/Targeting cookies are opted out by default, meaning that individuals will only receive targeted online advertisements if they opt-in to these types of cookies. Cookies for Performance allow us to anonymously assess how effectively our website is working which in turn, ensures that we are giving all of our users the best experience.
We use Google Consent Mode, a feature of Google Analytics 4, which interacts with our cookie preference centre.
If you choose to deny consent to targeting or performance cookies, instead of storing cookies on your device, tags send “cookieless” pings to Google. This allows us to track the effectiveness of our online campaigns while respecting your cookie preferences and privacy.
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 our full cookies policy. Turning cookies off may result in a loss of functionality when using our website.
Use of ‘Chatbot’
Our local Age UK’s can include the use of a ‘Chatbot’ on their local Age UK site. This is so they can take specific questions and more general queries from the users of the site to provide better information in response. These ‘Chatbot’s’ are controlled solely by the Local Age UK and are not administered by Age UK centrally nor is data is passed between Local Age UK’s Chatbot services.
Links to other websites
Our website may contain links to other websites run by other organisations. This policy applies only to our website‚ so we encourage you to read the privacy statements on the other websites you visit. We cannot be responsible for the privacy policies and practices of other websites even if you access those using links from our website.
Any changes we may make to this policy in the future will be posted on this website so please check this page occasionally to ensure that you're happy with any changes. If we make any significant changes we'll make this clear on this website.
16 or Under
We are concerned to protect the privacy of children aged 16 or under. If you are aged 16 or under‚ please get your parent/guardian's permission beforehand whenever you provide us with personal information.
We are committed to protecting vulnerable supporters, customers and volunteers, and appreciate that additional care may be needed when we use their personal information. In recognition of this, we observe good practice guidelines in our interactions with vulnerable people.
Transferring your information outside of Europe
If you use our services while you are outside the EEA, your information may be transferred outside the EEA in order to provide you with those services.
As part of the services offered to you through this website, the information which you provide to us may be transferred to countries outside the European Economic Area (“EEA”). By way of example, this may happen if any of our servers are from time to time located in a country outside of the EEA. You should be aware that these countries may not have similar data protection laws to the UK. By submitting your personal data, you’re agreeing to this transfer, storing or processing. If we transfer your information outside of the EEA in this way, we will take steps to ensure that appropriate security measures are taken with the aim of ensuring that your privacy rights continue to be protected as outlined in this policy.
We undertake regular reviews of who has access to information that we hold to ensure that your info is only accessible by appropriately trained staff, volunteers and contractors.
Records of your personal information and interactions with us (including by email and telephone) may be monitored. This may include:
- When you call or email our National Advice Line
- When you speak to your Telephone Friendship volunteer
- When you call to make a telephone donation to Age UK, Age International or The Silver Line (your card details will not be captured by the recording)
- When you call The Silver Line Helpline
- When you call or email to update your details with us
- When you call to purchase entries to the Age UK Weekly Lottery (your card details will not be captured by the recording)
- When you call or email to make a complaint or provide feedback
We will let you know that your call may be recorded when you contact us by telephone, and we will only ask for the personal information that we need to provide you with the service you are looking for.
The purposes for which we monitor your communications with us are:
- training and quality assurance to help us continuously provide the best possible service
- to report, analyse and learn from the complaints and feedback that we receive.
We welcome, and take seriously, all complaints and feedback about our work.
If you make a complaint to us, we will collect and use your information to respond to your concerns.
If your complaint relates to an area of our work where we employ a third-party processor or product provider, we may share your personal information with that third party to investigate your concerns.
We will keep a record of your complaint for 7 years from the date that we deem the complaint closed.
You can also complain to the ICO if you are unhappy with how we have used your data.
The ICO’s address:
Information Commissioner's Office
Helpline number: 0303 123 1113
ICO website: https://www.ico.org.uk
Changes to this policy
Any changes we may make to this policy in the future will be posted on this website so please check this page occasionally to ensure that you're happy with any changes. If we make any significant changes, we'll make this clear on this website.
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