Personal information means any information which could be used to identify an individual. It can include your name, date of birth or email address.
We update this policy from time to time as we make improvements or when laws change. Please check it every now and then to make sure you know exactly how we use your personal information.
Collecting your information
When we collect personal information, we will always explain clearly what information we are collecting, why we are collecting it and how we’ll use it. There are a number of ways we could receive your personal information.
If you give us your information directly for any reason. For example, when you make a donation or contact us for support.
If you give your information to a third-party to pass onto us. For example, by using fundraising sites like JustGiving.
Occasionally we pay for the personal information of people who might be interested in hearing from us in future. For example, we might purchase information about individuals who may be interested in giving major gifts to organisations like Action on Hearing Loss.
Processing your information
Data protection law says that we must have a ‘lawful basis’ to process your personal information. There are five lawful bases that we might rely on depending on why we are processing your information.
If you’ve given your explicit and informed consent to the processing of your personal information for one or more specific purposes. Taking an action to agree you’re happy with us to process your information could include clicking a button or replying to an email. We might use this basis to contact you to ask for more information, get your opinion on how we’re doing or notify you about the processing of your information.
If we process your personal information for this reason, we believe we have a legitimate reason and that it’s in your interest. For example, if you have placed an order for a product, we may send you a future edition of our product catalogue in the post. If we rely on our legitimate interest, we will tell you and you have the right to object.
If the processing of your personal information is necessary for entering into a contract or a contract we already have with you. This includes sending an order from our shop.
If the processing of your personal information is necessary for us to comply with a legal obligation.
If the processing of your personal information is necessary to protect your life.
For more information about lawful basis for processing, visit the ICO website.
Automated decision making
Profiling is a form of automated processing of personal information to build up a picture of a person. In particular, to analyse or predict aspects about that person’s economic situation or personal preferences. We may use the information we hold about you based on your interactions with us to help us build our relationship with you and personalise what we offer. You have the right to object to this.
Who we share your information with
We do not sell, rent or lease the personal information we collect to any third parties.
Depending on why you provided us with your personal information and how we are using it, we may need to share your information with other organisations or individuals. This may include those that provide services on our behalf, such as printing of letters or delivery of products. We have systems and processes in place to ensure your personal information is stored securely and is used only for the purposes it was provided.
We may share some personal data with our social care regulators where required as part of their regulatory activity. You can access the privacy notices for each as follows: the Care Quality Commission (CQC), the Regulation and Quality Improvement Authority (RQIA) and the Care Inspectorate Wales (CIW).
We may need to transfer your information outside of Europe. For example, some of the systems we use to hold personal information are provided by an organisation that stores the data on systems held outside of Europe. This includes our eNewsletter and live chat providers. Although these countries may not be subject to the same data protection laws as companies based in the UK, we make sure they provide an adequate level of protection in accordance with UK data protection law or that safeguards are put in place to protect your personal information.
We may have to share your personal information with another organisation to comply with the law. For example, if you provide us with VAT exemption information, we may have to share your completed VAT exemption form with HMRC if requested.
We may share your email address and phone number with social media sites to show you Action on Hearing Loss content while you use these services. This information may also be used by the social media site on our behalf to identify other users with similar interests who may be interested in our content. You have the right to object to this.
Securing your information
All personal information we hold about you will be kept safe using a variety of security technologies and organisational procedures. These protect your personal information from unauthorised access, use or disclosure.
When we use external companies to collect, process or store data on our behalf, we carry out comprehensive checks and put in place contracts to control how they manage the data they have access to.
Storing your information
We will only keep your personal information for as long as it is required for the purpose we collected it. This includes if it’s needed for any legal, accounting or reporting purposes.
If you submit an online enquiry form, we will store your personal information for up to two years after you submit it.
If you receive eNewsletters from us, we will store your personal information for up to two years after you last open an email from us.
If you make a donation to Action on Hearing Loss, we will store your personal information for up to 10 years from your last donation.
If you volunteer with us and stop volunteering, we will store your personal information for up to six years. If you apply to become a volunteer and are unsuccessful, we will store your personal information for up to six months.
If you purchase a product from our shop, we will store your personal information for up to six years from the date of purchase.
After our data retention period, any personal information is securely destroyed.
You have the right to:
- be informed about what we are doing with your personal information
- request access to your personal information – this enables you to receive a copy of the personal information we hold about you.
Depending on why we are processing your personal information, you may also have the following rights:
- object to the processing of your personal information
- request us to update or delete the personal information we hold about you
- opt-out of processing personal information about you where we are relying on a legitimate interest
- withdraw consent for processing your personal information if that is the legal basis that we are relying on
- ask us to restrict how we use your personal information for a period of time
- request us to send another organisation in an electronic format information that you have provided to us
- object to the use of automated decision-making and profiling.
For further information on your rights, visit the ICO website.
If you provide us with VAT exemption information, we will store and process your personal information to supply you with zero rated products as you have consented for us to do so.
You have the right to withdraw consent to this processing before we dispatch your order, by contacting us.
Change how we communicate with you
If at any time you wish to stop or change how we communicate with you, or update the information we hold, please contact us.
You can also unsubscribe from our eNewsletters at any time. Simply click on the “unsubscribe” link in any of our email news updates.
If you are unhappy with how we handle your personal information or any requests you make, please contact our Data Protection Officer using the details below.
Contact our Data Protection Officer
- 020 7359 4442
- Data Protection Officer, Action on Hearing Loss, 1-3 Highbury Station Road, London N1 1SE
Last updated: 1 May 2020