Privacy statement

What is this statement about?
Royal Voluntary Service is committed to protecting your privacy. This statement explains what, how and why we collect information about you, how we use it, the circumstances in which we may disclose it to others and the way we work to keep your information safe and secure.

In compiling this statement, Royal Voluntary Service has considered the General Data Protection Regulation and the Privacy and Electronic Communication Regulations.

Who are we, how you can contact us and other useful contacts?
Royal Voluntary Service is a primarily volunteer led organisation with a mission to inspire and enable people to give the gift of voluntary service to meet the needs of the day in communities. The present day focus of our volunteers is to help older people who need our support, and to assist in the National Health Service.

We are a registered charity (in England and Wales number 1015988 and in Scotland number SC038924) and a registered company (number 2520413). Our registered office is at the address below. Royal Voluntary Service is registered with the Information Commissioners Office with the reference Z9787450.

You can raise any queries about this statement by contacting our Data Protection Officer at: datacontroller@royalvoluntaryservice.org.uk

Royal Voluntary Service
Beck Court
Cardiff Gate Business Park
Cardiff
CF23 8RP
Tel: 029 2073 9044

You can find further information on data protection and privacy by following the links below:

ico.org.uk
gov.uk

What information do we collect about you?
The information we collect will vary depending on the reason for our interaction with you but may include your name, postal address, phone number, email address, date of birth, next of kin, medical history, bank details, your IP address (the location of your computer on the internet), pages accessed on our website, information about your interests and hobbies and any other information that is reasonably necessary.

What is the legal basis for using your information?
The law allows us to process information if it is needed to comply with a legal obligation, if it is necessary in connection with an agreement between us, or if we have a legitimate interest or if we have obtained your consent.

Legitimate interest means we can process your personal information if we have a genuine and legitimate reason to do so, and we are not harming your rights and interests.

We will use your information so that we can provide you with the best interaction with Royal Voluntary Service.

What will we do with your information?

  • Provide you with the services you have requested
  • Process and verify any financial transactions arising from donations to us, purchases from us or other payments
  • Process any voluntary role or job with the Royal Voluntary Service
  • Provide you with direct marketing and correspondence. We may send information, marketing and fundraising materials which further the aims of Royal Voluntary Service
  • Ensure we protect you against fraud when transacting on our website, by ensuring our websites are safe and secure
  • Analyse it to process your personal information for customer analysis, to help us with our activities and to provide you with the most relevant information
  • Research it to determine the effectiveness of promotional campaigns and advertising and to develop our products, services, systems and relationships with you
  • Use it to comply with administrative duties, financial regulations and the law

We will always respect your wishes and give you the opportunity to change the way you receive information from us, or to not receive any information from us at all, and inform you of how to do this. This will include your right to rectify what we hold to ensure it is up to date and accurate.

We fully understand and accept the fact that when you provide us with your information you expect us to keep it safely and may not want us to share it with other organisations.


Your interests
When we process your personal information for our legitimate interests, or for any other reason we will 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.

How do we collect information about you?
We collect and store information about you whenever you interact with us including for example when you register with us to receive any of our services, when you apply to work for or volunteer with us, when you make a donation to us or leave us a legacy or otherwise give us any other personal information.

We may also receive information about you from third parties for a specific purpose, for example when you are referred to us by the National Health Service.

Before we collect any data from anyone under 18 years of age we will always ask them to obtain the permission of their parent or guardian.

We will never sell or rent your information
We will treat your information as confidential and only share it with, for example -

  • your family, next of kin, friends or associates who act on your behalf
  • our volunteers and/or employees who provide you with a service
  • trusted third parties that we use to help us deliver our activities or to promote Royal Voluntary Service
  • medical professionals in the event of a medical emergency or if you are unwell
  • the Police, courts or any other regulatory authority if asked to do so for a legal reason

If we do ask a third party to help us, we will carry out checks to ensure they are trusted and reputable and that their systems will protect and keep your data safe. These partners may include mailing houses which process our mailing needs, marketing and research agencies which help us with promotion of the charity and its activities, IT specialists which support our systems, finance houses which process any card payments and research firms. We will be happy to provide further details of our trusted partners; if you would like further details, please contact us as the address above.

Processing card payments
If you use a debit or credit card to donate to us or buy something from us, we will pass your debit or credit card details securely to our payment processing partners, World Pay and Rapid Entry Data as part of the payment process. Where you have provided us with card details directly so that we may process a regular donation from you by direct debit we will keep that information securely.

How we look after your information
We take the security of your information seriously and are bound by law to ensure your information is kept safely. We will use all reasonable efforts to do this. In the unlikely event that our processes do not meet our high standards we will tell you immediately.

When we collect information, we will only collect what we need and keep it to a minimum. We will adhere to our internal policies and will abide by laws and the recommendations of regulatory bodies such as the Information Commissioners Office and the Charity Commission. See the links above.

We will take appropriate physical, electronic and managerial measures to ensure that we keep your information secure and we will only keep it as long as is reasonable and necessary and in line with our retention schedule, which is available on request. Information kept on our computer systems and technical devices are encrypted with passwords to prevent unauthorised access.

Using our website
You may browse our website without disclosing any information to us. However, if you visit our website anonymously, we may still record information about the areas of the website you visit, the amount of time you spend on it, whether you are new to it or have visited it before, how you came to our website – for example, through an email link or a search engine - and the type of computer, browser, network location and internet connection you use. This information doesn't tell us anything about who you are or where you live; it simply allows us to monitor and improve our service.

If you visit our website and provide information about yourself, perhaps to make a donation or request a service from us, we will treat that information in accordance with this statement.

Job applications and volunteering opportunities
If you apply for a job or volunteering opportunity with us we will collect information to assess your suitability for the role. We will only use the information you give us to process your application and to monitor recruitment statistics and undertake relevant checks.

Royal Voluntary Service will put together a file about your employment or volunteering role which will be kept secure, used only for matters that apply directly to your role with us and kept after your role with us has ended in accordance with our record retention policy.

Your rights and choices
Current legislation gives you the right to see all the personal information we hold on you, the right to have it amended and the right to stop us causing you damage or distress (we hope we never do).

If you want to see the information we hold on you then you can send a request to the Data Protection Officer at the address above. We will need to confirm your identity before progressing the request and will aim to achieve this within 30 days of confirmation.

We will send updates about the charity to service users, volunteers and employees to keep them informed of the work that we do. You have a choice about whether you receive information from us. If you do not want to receive marking communications from us about the work that we do and our services and activities then you can always change your preferences at any time by contacting us at:

generalsupport@royalvoluntaryservice.org.uk
or the postal address above.

If for any reason you have a dispute with Royal Voluntary Service we encourage you to contact us first to allow us to resolve the issues raised, but you can also contact the Information Commissioners Office at the email above to raise your concerns.

Statement Review
We will keep this statement under regular review. This statement was last reviewed in May 2018.