Arthritis Care (“we”) promises to respect any personal data you share with us, or that we get from other organisations and keep it safe. We aim to be clear when we collect your data and not do anything you wouldn’t reasonably expect.
Developing a better understanding of our supporters through their personal data allows us make better decisions, fundraise more efficiently and, ultimately, helps us to reach our goal of reaching and supporting more people affected by arthritis.
Where we collect information about 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, receive support from our Helpline or one of our other services, volunteer with us, become a member or join our Campaigns network, enter our raffle or lottery, order an information booklet, tell us your story, make a donation, purchase our products or communicate with us. Sometimes when you support us, your information is collected by an organisation working for us (e.g. a professional fundraising agency), but we are responsible for your data at all times.
- When you give it to us INDIRECTLY
- When you give permission to OTHER ORGANISATIONS to share or it is available publicly
We may combine information you provide to us with information available from external sources in order to gain a better understanding of our supporters to improve our fundraising methods, products and services.
The information we get from other organisations may depend on your privacy settings or the responses you give, so you should regularly check them. This information comes from the following sources:
Third party organisations
You may have provided permission for a company or other organisation to share your data with third parties, including charities. This could be when you buy a product or service, register for an online competition or sign up with a comparison site.
Depending on your settings or the privacy policies for social media and messaging services like Facebook, WhatsApp, Instagram or Twitter, you might give us permission to access information from those accounts or services.
Information available publicly
This may include information found in places such as Companies House and information that has been published in articles/ newspapers.
What is a cookie?
When you enter a site your computer or other device may automatically be issued with a cookie. Cookies are text files which identify your computer to our server. Cookies in themselves do not identify the individual user, just the computer used. Many sites do this whenever a user visits their site, in order to track traffic flows. Cookies themselves only record which areas of the site have been visited by the computer in question, and for how long. Users have the opportunity to set their computers to accept all cookies, to notify them when a cookie is issued, or not to receive cookies at any time, although in this last case it means that certain personalised services cannot then be provided to that user. Even assuming you have not set your computer to accept cookies, you can browse our site anonymously until such time as you register for services provided by Arthritis Care.
We use the following cookies:
- Strictly Necessary Cookies – These cookies are essential to navigate around and use any feature of arthritiscare.org.uk and arthritiscareforum.org.uk.
- Analytical / Performance Cookies – These cookies collect anonymous information about you in respect of your use of our Site in order to identify any problems or issues with our Site and to improve its operation. These are used on both arthritiscare.org.uk and arthritiscareforum.org.uk.
- Functionality Cookies – These cookies recognise you and your preferences when you return to our site in order to personalise your use of it. These cookies are used on arthritiscareforum.org.uk.
- Session Cookies – These cookies, which are temporary, are deleted when you close your browser window.
What personal data we collect and how we use it
The type and quantity of information we collect and how we use it depends on why you are providing it.
If you support us, for example make a donation, volunteer, register to fundraise, sign up for an event, campaign for us or buy something from us, we will usually collect:
- Your name
- Your contact details
- Your date of birth
- Your bank or credit card details.
Where it is appropriate we may also ask for:
- Information relating to your health (for example if you are taking part in a high risk event)
- Why you have decided to support to us. We will never make this question mandatory, and only want to know the answer if you are comfortable telling us.
We will mainly use your data to:
- Provide you with the services, products or information you asked for
- Administer your donation or support your fundraising, including processing gift aid
- Keep a record of your relationship with us
- Ensure we know how you prefer to be contacted
- Understand how we can improve our services, products or information.
What we will not use your data for:
- Contact you with or about information you have not requested.
- Sell your data to another organisation
If you enter your details onto one of our online forms, and you don’t ‘send’ or ‘submit’ the form, we may contact you to see if we can help with any problems you may be experiencing with the form or our websites.
We may also use your personal information to detect and reduce fraud and credit risk.
Building profiles of supporters and targeting communications
We use profiling and screening techniques to ensure communications are relevant and timely, and to provide an improved experience for our supporters. Profiling also allows us to target our resources effectively, which donors consistently tell us is a key priority for them. We do this because it allows us to understand the background of the people who support us and helps us to make appropriate requests to supporters who may be able and willing to give more than they already do. Importantly, it enables us to raise more funds, sooner, and more cost-effectively, than we otherwise would.
When building a profile we may analyse geographic, demographic and other information relating to you in order to better understand your interests and preferences in order to contact you with the most relevant communications. In doing this, we may use additional information from third party sources when it is available. Such information is compiled using publicly available data about you, for example addresses, listed Directorships or typical earnings in a given area.
With your consent, we will contact you to let you know about the progress we are making and to ask for donations or other support. Occasionally, we may include information from partner organisations or organisations who support us in these communications. We make it easy for you to tell us how you want us to communicate, in a way that suits you. Our forms have clear marketing preference questions and we include information on how to opt out when we send you marketing. If you don’t want to hear from us, that’s fine. Just let us know when you provide your data or contact us on 020 7380 6540 or email email@example.com
We do not sell or share personal details to third parties for the purposes of marketing. But, if we run an event in partnership with another named organisation your details may need to be shared. We will be very clear what will happen to your data when you register.
Sharing your story
Some people choose to tell us about their experiences with arthritis to help further our work by publicising the impact that arthritis can have. This may include them sharing sensitive information related to their health and family life in addition to their biographical and contact information.
We use some of the information provided, including gender, ethnicity or the type of arthritis people have experience with, to publicise our services, raise the profile of arthritis in the media, fundraise, or recruit volunteers and campaigners.
If we have the explicit and informed consent of the individuals, or their parent or guardian if they are under 18, this information may be made public by us at events, in materials promoting our campaigning and fundraising work, or in documents such as our annual report.
Support for individuals affected by arthritis
We run services to provide support to individuals affected by arthritis, and collect personal data in order to provide those services, this includes our Helpline, online community, information provision, local support sessions, and other activities aimed at preventing and reducing isolation. This information is managed separately from other data provided to the charity.
The Arthritis Care Helpline collects sensitive personal data about your health when you speak, email or send an instant message to them. They will use this information to answer your questions and give advice or guidance. We will also use it for training, quality monitoring or evaluating the services we provide. Your data is kept for a maximum of 4 months which allows us to monitor and evaluate the service.
The Online Community asks you to provide your email address when you register and may contact you about administrative issues and changes to the forum. With your consent, we may also use your email address to send you information about our work. Posts to the forum are anonymous but are likely to contain sensitive information. We advise users to be careful not to post information which would allow them to be identified. We do not sell or share personal details to third parties for the purposes of marketing. To make the Online Community and our information as helpful as possible, we will sometimes use what's written to promote what we do to other people. We'll always do this anonymously, removing any names or identifiable details from what we use unless we gain your express permission.
Arthritis Care will only share your details in exceptional circumstances where and when legally required, for example where a child reports abuse, or someone reports serious self-harm or a serious intention of harming someone else.
We may also collect and retain your information if you send feedback about our services or make a complaint.
We collect and manage information from children, and aim to manage it in a way which is appropriate to the age of the child. Information is usually collected when children attend our events or fundraise for us. But it can also be sensitive personal data of children who are receiving support from our Young People and Families service.
Wherever possible and appropriate we will seek consent from a parent or guardian before collecting information about children and we will make sure advertising for those events is age appropriate.
How we keep your data and who has access
We ensure that there are appropriate technical controls in place to protect your personal details. For example our online forms are always encrypted and our network is protected and routinely monitored.
We undertake regular reviews of who has access to information that we hold to ensure that your information is only accessible by appropriately trained staff, volunteers and contractors.
We use external companies to collect or process personal data on our behalf. We do comprehensive checks on these companies before we work with them, and put a contract in place that sets out our expectations and requirements, especially regarding how they manage the personal data they have collected or have access to.
We may need to disclose your details if required to the police, regulatory bodies or legal advisors.
We will only ever share your data in other circumstances if we have your explicit and informed consent.
Keeping your information up to date
Where possible we use publicly available sources to keep your records up to date; for example, the Post Office’s National Change of Address database and information provided to us by other organisations as described above (see the “Where we collect information about you” section)
We really appreciate it if you let us know if your contact details change.
Your right to know what we know about you, make changes or ask us to stop using your data
You have a right to ask us to stop processing your personal data, and if it’s not necessary for the purpose you provided it to us for (e.g. processing your donation or registering you for an event) we will do so. Contact us on firstname.lastname@example.org or 020 7380 6540 if you have any concerns.
You have a right to ask for a copy of the information we hold about you, although we may charge £10 to cover the costs involved. If there are any legitimate and factual discrepancies in the information we provide, please let us know and we will correct them.
If you want to access your information, please send a description of the information you want to see and proof of your identity by post to Arthritis Care, Floor 4, Linen Court, 10 East Road, London. N1 6AD. We do not accept these requests by email so we can ensure that we only provide personal data to the right person.
If you have any questions please send these to email@example.com, and for further information see the Information Commissioner’s guidance.
Changes to this policy
If you have any questions, comments or suggestions, please let us know by contacting firstname.lastname@example.org or by calling 020 7380 6540.