Privacy statement

What is this statement about?
Royal Voluntary Service (“RVS”) is committed to protecting your privacy. This statement explains when, 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 Data Protection Act 1998, the General Data Protection Regulation 2016 and the Privacy and Electronic Communication Regulations 2003.

Who are we, how you can contact us and other useful contacts
Royal Voluntary Service is a national charity which aims to inspire and enable the gift of voluntary service to meet the needs of the day; today we believe the biggest social need is to ensure older people live a fulfilled life.

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 registration reference Z9787450.

You can raise any queries about this statement by contacting our Data Protection Officer at

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

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

What information do we collect about you?
The information we collect will vary depending on 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.

Why we collect information about you
We collect information so that we may:

  • provide you with the service(s) you have requested
  • keep you informed of what we are doing
  • ask you to assist us in fundraising activities or process a donation to us
  • comply with our administrative duties, financial regulations and the law

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.

How do we use your information?

We may use your information to:

  • fulfil your request to receive a service from us or to provide you with any requested information
  • process and verify any financial transactions arising from donations to us, purchases from us or other payments
  • record and process any interaction we have with you
  • process any job or volunteering role application
  • communicate with you about our services and our mission
  • comply with our administrative duties, financial regulations and the law
  • carry out research to improve and promote Royal Voluntary Service

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

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 (as detailed below) 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 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 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. 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. You can contact us to find out more about this.

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 may charge you a £10 fee for this service and will deal with every request promptly and independently.

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 direct marketing communications from us about the work that we do and our services and activities then you can select your choices by ticking the relevant boxes in the form we use to collect your information. You can always change your preferences at any time by contacting us at: or the postal address above.

Statement Review
We will keep this statement under regular review. This statement was last reviewed in June 2017.