Privacy Policy

Personal information we collect can include your name, contact details, date of birth, bank account details, credit/debit card details, information about your contact with and support of Cransley Hospice Trust, and whether you are a UK tax payer so that we can claim Gift Aid. We may collect personal information about you when you make a donation to us, register for an event, purchase from us, sign up for communications, enquire about our activities, or otherwise give us personal information.

We may gather information about how you use our website, such as which pages are most visited. Wherever possible, this information will be aggregated or anonymised, that is, it will not identify you as an individual visitor to our website.

We do not usually collect sensitive personal information about you unless there is a clear reason for doing so, such as participation in an event where we need this information to ensure we provide appropriate facilities for you. We may collect health information if you tell us about your experiences of the hospice (for example, if you act as a case study for us); however, we will make it clear to you when collecting this information as to what we are collecting and why. We may keep a record of your relationships so we can improve our communication to you, for example details of your spouse if you both support us, so we do not send separate postal mailings to both of you.

We also use this information to help us provide and improve our services as a charity and to keep a record of our communications with you.

We collect information in the following ways:

• When you give it to us directly.You may give us your information in order to sign up for one of our events, tell us your story, make a donation, purchase our products or communicate with us.
• When you give it to us indirectly. Your information may be shared by independent third parties, or third parties working on our behalf when you support us and with your consent. For example, it may be shared by independent event organisers like the London Marathon, by fundraising sites like Just Giving or Enthuse, by fundraising organisations like Your Hospice Lottery, or by funeral directors collecting in memory donations for Cransley Hospice Trust. You should check their Privacy Policy when you provide your information to understand fully how they will process your data.
• When you give permission to other organisations to share it or it is available publicly.We may combine information you provide to us, with information given to us by other organisations or that is publicly available from external sources in order to gain a better understanding of our supporters to improve our fundraising methods, products and services, or to ensure that the information we hold on you is correct (for example we may use information from the fundraising preference service to update whether we communicate with you). The information we get from other organisations may depend on your privacy settings, so you should regularly check them.
• When we collect it as you use our website.Like most websites, we use “cookies” to help us make our site – and the way you use it – better. Cookies mean that a website will remember you. They are small text files that sites transfer to your computer (or phone or tablet). They make interacting with a website faster and easier – for example by automatically filling your name and address in text fields. You can read more about our use of cookies below.

• Our web pages use "cookies". Cookies are small text files that we place in your computer's browser to store your preferences. Cookies do not tell us your email address or other personal information unless you choose to provide this information to us. Once you choose to provide us with personal information, this information may be linked to the data stored in the cookie. A cookie is like an identification card. It is unique to your computer and can only be read by the server that gave it to you.
• We use cookies to understand site usage and to improve the content and offerings on our sites. For example, we may use cookies to personalise your experience on our web pages (e.g. to recognise you by name when you return to our site). We also may use cookies to offer you products and services.
• Cookies save you time as they help us to remember who you are. Cookies help us to be more efficient. We can learn about what content is important to you and what is not. We can revise or remove web pages that are not of interest and focus our energies on content you want.
• If you want to control which cookies you accept, you can configure your browser to accept all cookies or to alert you every time a cookie is offered by a website's server. Most browsers automatically accept cookies. You can set your browser option so that you will not receive cookies and you can also delete existing cookies. Please refer to our Cookie policy for further information.

We want you to feel confident about your information and how we use it when you support our work.

We do not rent, swap or sell your personal information to other organisations for them to use in their own marketing activities.

In most cases, the legal basis that we rely on to process your personal data will be one of the following, depending on the circumstances in which it has been collected and used:

• where you have provided your consent to allow us to use your data in a certain way, such as receiving news by email, mobile phone or text message
• where the processing is necessary to honour a contract with you
• a legal obligation to use or disclose information, such as retaining records for Gift Aid purposes
• where it is in our legitimate interests to perform administrative functions such as processing donations or following up an information request
• marketing communications by post where our legitimate interest is to raise funds to deliver our charitable purposes

• send you communications in relation to your support or enquiry, or in relation to processing a grant, legacy or job application
• administer the website and improve your browsing experience by personalising the website

Legitimate interest is a legal ground for processing your data. It means that our use of your information must be fair and balanced to ensure we consider your rights and interests as an individual.

Some examples of how we might rely on legitimate interest are:

• sending you information by post, such as updates about our work, services, how you can support us by raising funds or donating, products like our raffle or invitations to events
• administration such as improving the security of our website and systems, preventing fraud, processing donations or delivering orders
• analysing personal information to ensure our services and communications are relevant to you

Without the ability to process data under legitimate interest, Cransley Hospice Trust’s income generation potential is put at risk, jeopardising the long-term continuation of the organisation. This is because:

• Our income generation opportunity is greatly increased if we undertake fundraising appeals – experience has shown that direct fundraising appeals generate higher response rates.
• The supporter experience is enhanced, and new opportunities are promoted where previous supporters, who do not object to being contacted by us, can be told about events and new promotions. Our research and experience shows that the majority of supporters and families do want to hear regularly from us after our initial contact.

When we process your personal information for our legitimate interests, we will consider and balance any potential impact on you and your rights under data protection and any other relevant law. Our legitimate business interests do not automatically override your interests – we will not use your personal data for activities where our interests are overridden by the impact on you (unless where we are required or permitted to by law, for example where we are required by law to share personal data to the HMRC for Gift Aid purposes or are required to share information with the Police).

We retain a database of supporters and donors to enable us to continue to contact them and update them on activities. Where contact may have lapsed or we have not contacted people for some time, provided they have not asked us to remove them from our mailing lists, Cransley Hospice Trust has legitimate interests as outlined above for the purposes of fundraising communications to reactivate lapsed supporters for income generation purposes to support our charitable cause. We will always offer an opportunity to stop any subsequent similar communications from us.

The following are some examples of when and why we would use this approach in our work:

• Direct Marketing: We may contact you by post, telephone, email or text with marketing and fundraising messages which further the legitimate aims and objectives of Cransley Hospice Trust. We will make sure our communications are relevant to you and where appropriate tailored to your interests. We will always include the option for you to stop any subsequent similar communication from us.
• Ordering or entering events online: In order for us to process an order or register you for an event, payment has to be taken and contact information collected, such as name, address and telephone number that we require. Cransley Hospice Trust will also keep a record of the transaction for Gift Aid or auditing purposes.
• Your best interest: Processing your information in this way helps to protect you against fraud when transacting on our website, and to ensure our websites and systems are secure.
• Personalisation: Where the processing enables us to enhance, modify, personalise or otherwise improve our services/communications for the benefit of our supporters.
• Analytics: To process your personal information for the purposes of customer analysis, assessment, anonymous profiling and direct marketing, on a personalised or aggregated basis, to help us with our activities and to provide you with the most relevant information as long as this does not harm any of your rights and interests.
• Research: To determine the effectiveness of promotional campaigns and advertising and to develop our products, services, systems and relationships with you. We may also carry out research on donors and prospective donors using information that is publicly available e.g. electoral roll, company websites, news articles, LinkedIn, Twitter or Companies House.
• Due Diligence: On rare occasions we may need to conduct investigations on supporters, potential customers and business partners to determine if those companies and individuals have been involved or convicted of offences such as fraud, bribery and corruption.
• Complaints: In the event of any complaint, we may process your personal details to enable us to understand and investigate your complaint.

We promise to never sell, rent or swap your information to third parties, and when you give us personal information we always take steps to ensure that it’s treated securely.

We have steps in place to ensure that your information is only accessible by appropriately trained staff, volunteers and contractors, and promise to regularly review this. We may pass your information to our third-party suppliers who are working on our behalf, for example in order to process donations and send you mailings. However, we will only disclose the personal information that is necessary to deliver the service and we have a contract or agreement in place that requires them to keep your information secure and not to use it for their own direct marketing purposes. In addition, we use third party websites who process payments on our behalf, for example PayPal. They provide secure payment gateways to receive your payment and pass it on to us.

We may need to disclose your details if required to the police, regulatory bodies or legal advisors.

When you give us personal information, we will take reasonable technical and organisational precautions to prevent the loss, misuse or alteration of your personal information. We will store all the personal information you provide on our secure (password- and firewall- protected) servers. All electronic transactions you make to or receive from us will be encrypted using SSL technology. No method of transmission over the Internet or method of electronic storage, is 100% secure, however. Therefore, we cannot guarantee its absolute security.

We only keep information for as long as necessary in accordance with legislation or relevant regulations.  Once we no longer need to keep your information we remove it from our systems or securely dispose of it and we do this at the end of each financial year. Specifically:

• Supporter records are kept for 10 years after the date of the last donation.
• Details about legacies we receive are kept for 6 years and details about legacy pledges are kept until the legacy is received.
• Information about financial transactions including supplier/ customer information is kept for 6 years.
• Anonymised statistical information about website visitors is kept in accordance with Google’s Analytics data privacy and security policy for analytical purposes.
• We retain employee records for 6 years after leaving a role.
• We retain volunteer records for 1 year after leaving a volunteer position.

Right of Access

You have the right know what information we hold about you and you can request to see it verbally or in writing.

We will supply any such information you ask for as soon as possible, but this may take up to 30 days. There is no charge, other than in exceptional circumstances. You will be asked for proof of identity as we need to be sure we are only releasing your personal data to you.

This is called a data subject access request and you can request this form from us by e-mailing us at info@cransleyhospice.org.uk or writing to us at the contact details above. Please do title your correspondence Subject Access Request.

You can of course call us, write or email us with your request in your own words. If you do this, please put SUBJECT ACCESS REQUEST on your envelope, or in the subject line of your email, so we can ensure we process your request as quickly as possible.

Your right to be informed

You have the right to be informed how your personal data will be used. This policy, as well as any additional information or notice that is provided to you either when you provided your details, or otherwise, is intended to provide you with this information.

Your right to withdraw consent or to object

Where we process your data based on your consent such as sending emails or text messages, you can withdraw that consent at any time. You also have a right to object to us processing data where we are relying on it being within our legitimate interests to do so, such as sending you information by post. To do this, or to talk to us about it, please contact us either by phone, e-mail or post.

Your right to restrict processing

In certain situations, you have the right to ask for processing of your personal data to be restricted, such as a disagreement about its accuracy or legitimate usage.

Your right of erasure

In some cases, you have the right to be forgotten, which requires that your personal information is deleted from our systems. Where you have requested that we do not send you communications, we will need to keep some limited data to ensure we honour this.

Whether you apply for a job with us or to volunteer, we will need to collect the personal information you provide to process your application.

If you apply to work with Cransley Hospice Trust, we’ll only keep your information for the purposes of that application. If you are unsuccessful in your job application, we will hold your personal information on record for up to a year after recruiting the post you applied for. After this date we will destroy or delete your records.

We may undertake monitoring of recruitment statistics, in line with employment and data protection law.  We won’t disclose information to a third party without your consent, unless the disclosure is required by law, such as taking up a reference, or obtaining ‘disclosure’ from the Disclosure & Barring Service.

If employed by us, we will retain records about your employment to use for matters that apply directly to your employment. On leaving the organisation, we will keep your file for 6 years in line with our record retention guidelines.

If you volunteer for us, we will retail records about your volunteering role to use for matters that apply directly to your volunteering. On resigning as a volunteer we will keep your records for up to a year.

If you are aged 16 or under, and would like to participate in an event, make a donation or get involved with us, please make sure that you have your parent/guardian’s permission before giving us your personal information.

We recognise the importance of protecting our vulnerable supporters and follow the guidance issued by the Institute of Fundraising on treating donors fairly. We believe this helps to support our staff and fundraisers who come into contact with supporters in providing high quality customer care, ensuring anyone donating to the charity is in a position to make a free and informed decision.

For further information please visit the Institute of Fundraising’s website which provides a detailed explanation.

Please help us get things right by telling us when your contact details and other personal information changes. At any time, you can change how we contact you, or ask us to stop contacting you altogether.

• call us on 03000 274040
• E-mail info@cransleyhospice.org.uk
• write to us at Cransley Hospice Trust, St Mary’s Hospital Site, 77 London Road, Kettering, Northamptonshire, NN15 7PW.

Please note that if you tell us you no longer want to hear from us, and you are on our supporter database, you may receive a few items in the following weeks. This is because we must select supporter information a few weeks in advance of sending post to you.

If you ask us to stop contacting you altogether, we will keep your contact information, such as name, address, email and phone number on our archive list, to ensure that you do not receive unwanted future

We are committed to treating your personal details with care and respecting your privacy. We take any complaints we receive about this very seriously. We encourage people to bring it to our attention if they think that our collection or use of information is unfair, misleading or inappropriate.

If you have any complaints about the way in which we have used your personal information, please get in touch with us. We will be happy to discuss your concerns.

In addition, you are also entitled to make a complaint to the Information Commissioner’s Office or to the Fundraising Regulator.