At Riverside Dover, we’re committed to protecting and respecting your privacy
This policy explains when and why we collect personal information about you, how we use it, the conditions under which we may disclose it to others, how we keep it safe and secure and your rights and choices in relation to your information.
Any questions regarding this policy and our privacy practices should be sent by email to email@example.com or by writing to Centre Manager, The Riverside Centre, Maison Dieu Gardens, Dover, Kent, CT16 1RL. Alternatively, you can telephone 01304 207 268.
Who we are
We are Riverside Dover, formerly known as Age Concern Dover, an independent local charity dedicated to helping everyone make the most of later life.
Our dedicated staff and volunteers enable us to offer a range of services in Dover and the surrounding rural areas to older people and their carers.
We offer a number of activities at our Riverside Centre in Dover.
In this policy ‘Riverside Dover’, ‘we’, ‘us’ or ‘our’ means:
- Riverside Dover, registered charity (no. 1143453) Registered address is Riverside Centre, Maison Dieu Gardens, Dover, Kent, CT16 1RL
We also work with local Age UK’s across the country.
How do we collect information from you?
We obtain information about you in the following ways:
- Information you give us directly
- Information you give us indirectly
- When you visit our website
- Social Media
- Public Information
What type of information is collected from you?
The personal information we collect, store and use might include:
- your name and contact details (including postal address, email address and telephone number);
- your date of birth;
- information about your activities on our website and about the device used to access it, for instance your IP address and geographical location;
- your bank or credit card details. If you make a donation or make a purchase, your card information is not held by us, it is collected by our third-party payment processors, who specialise in the secure online capture and processing of credit/debit card transactions;
- information as to whether you are a UK taxpayer so we can claim gift aid; and
- any other personal information shared with us.
Data protection laws recognise certain categories of personal information as sensitive and therefore requiring greater protection, for example information about your health, ethnicity and religion.
We do not usually collect sensitive data about you unless there is a clear and valid reason for doing so and data protection laws allow us to.
Where appropriate, we will make it clear why we are collecting this type of information and what it will be used for.
How and why is your information used?
We may use your information for a number of different purposes, which may include:
- providing you with the services, products or information you asked for.
- processing orders that you have submitted;
- carrying out our obligations under any contracts entered into between you and us;
- keeping a record of your relationship with us;
- conducting analysis and market research to better understand how we can improve our services, products or information;
- checking for updated contact details against third party sources so we can stay in touch if you move (see the section on ‘Keeping your information up to date’ below);
- dealing with entries into a competition;
- seeking your views or comments on the services we provide;
- notifying you of changes to our services;
- sending you communications which you have requested and that may be of interest to you. These may include information about campaigns, fundraising appeals and activities and promotions of goods and services;
- checking donations for the purposes of prevention of fraud or other crime; and
- processing grants or job applications.
How long is your information kept for?
We keep your information for no longer than is necessary for the purposes it was collected for. The length of time we retain your personal information for is determined by operational and legal considerations. For example, we are legally required to hold some types of information to fulfill our statutory and regulatory obligations (e.g., health/safety and tax/accounting purposes).
We review our retention periods on a regular basis.
If you would like to know more about how long we hold your personal data for – please email us on firstname.lastname@example.org,uk
Who has access to your information?
We do not sell or rent your information to third parties.
We do not share your information with third parties for marketing purposes.
However, we may disclose your information to third parties in order to achieve the other purposes set out in this policy. These third parties may include:
Third parties working on our behalf
- We may pass your information to our third-party service providers, suppliers, agents, subcontractors and other associated organisations for the purposes of completing tasks and providing services to you on our behalf (for example to process donations and send you mailings). However, when we use these third parties, we disclose only the personal information that is necessary to deliver the services and we have a contract in place that requires them to keep your information secure and prevents them from using it for their own direct marketing purposes. Please be reassured that we will not release your information to third parties for them to use for their own direct marketing purposes, unless you have requested us to do so, or we are required to do so by law, for example, by a court order or for the purposes of prevention of fraud or other crime.
Data protection law requires us to rely on one or more lawful grounds to process your personal information. We consider the following grounds to be relevant:
Specific Consent – Where you have provided specific consent to us using your personal information in a certain way, such as to send you email, text and/or telephone marketing.
Performance of a contract – Where we are entering into a contract with you or performing our obligations under it.
Legal obligation – Where necessary so that we can comply with a legal or regulatory obligation to which we are subject, for example where we are ordered by a court or regulatory authority like the Charity Commission or Fundraising Regulator.
Vital interests – Where it is necessary to protect life or health (for example in the case of medical emergency suffered by an individual at one of our sites or events) or a safeguarding issue which requires us to share your information with the emergency services.
Legitimate interests – Where it is reasonably necessary to achieve our or others’ legitimate interests (as long as what the information is used for is fair and does not duly impact your rights).
We consider our legitimate interests to be running Riverside Dover as a charitable organisation in pursuit of our aims and ideals. For example, to:
- send postal communications which we think will be of interest to you;
- conduct research to better understand our supporters and to improve the relevance of our fundraising;
- understand how people choose/use our services and products;
- determine the effectiveness of our services, promotional campaigns and advertising;
- monitor who we deal with to protect the charity against fraud, money laundering and other risks;
- enhance, modify, personalise or otherwise improve our services /communications for the benefit of our customers; and
- better understand how people interact with our website.
When we legitimately process your personal information in this way, we consider and balance any potential impact on you (both positive and negative), and your rights under data protection laws. We will not use your personal information where our interests are overridden by the impact on you, for example, where use would be excessively intrusive (unless, for instance, we are otherwise required or permitted to by law).
When we use sensitive personal information, we require an additional legal basis to do so under data protection laws, so will either do so on the basis of your explicit consent or another route available to us at law (for example, if we need to process it for employment, social security or social protection purposes, your vital interests, or, in some cases, if it is in the public interest for us to do so).
Fundraising and Marketing Communications
We may use your contact details to provide you with information about the vital work we do for older people, our fundraising appeals and opportunities to support us, as well as the products and services you can buy, if we think it may be of interest to you.
We will only send you marketing and fundraising communications by email, text and telephone if you have explicitly provided your prior consent. You may opt out of our marketing communications at any time by clicking the unsubscribe link at the end of our marketing emails.
We may send you marketing and fundraising communications by post unless you have told us that you would prefer not to hear from us.
You have a choice about whether or not you wish to receive information from us. If you do not want to receive direct marketing communications from us about the vital work we do for older people and the exciting products and services you can buy, then you can let us know by emailing email@example.com.
We’re committed to putting you in control of your data so you’re free to change your marketing preferences (including to tell us that you don’t want to be contacted for marketing purposes) at any time using: firstname.lastname@example.org, or by telephone: 01304 207 268, or post: The Riverside Centre, Maison Diew Gardens, Dover, Kent, CT16 1 RL
We will not use your personal information for marketing purposes if you have indicated that you do not wish to be contacted and will retain your details on a suppression list to help ensure that we do not continue to contact you. However, we may still need to contact you for administrative purposes like where we are processing a donation or thanking you for your participation in an event.
Profiling and analysis
We may analyse your personal information to create a profile of your interests and preferences so that we can tailor and target our communications in a way that is timely and relevant to you. We may make use of additional information about you when it is available from external sources to help us do this effectively. This allows us to be more focused, efficient and cost effective with our resources and also reduces the risk of someone receiving information they may find inappropriate or irrelevant. We may also analyse your personal information to help us better understand potential supporters and customers.
We’re committed to putting you in control of your data so you’re free to opt out of your information being used in this way at any time by contacting email@example.com
We may also use your personal information to detect and reduce fraud and credit risk.
Under UK data protection law, you have certain rights over the personal information that we hold about you. Here is a summary of the rights that we think apply:
Right to access – You have a right to request access to the personal data that we hold about you.
You also have the right to request a copy of the information we hold about you, and we will provide you with this unless legal exceptions apply.
If you want to access your information, please send a description of the information you would like to see and proof of your identity by post to The Riverside Centre, Maison Dieu Gardens, Dover, Kent, CT16 1RL.
Right to have your inaccurate personal information corrected –
You have the right to have inaccurate or incomplete information we hold about you corrected. The accuracy of your information is important to us so we’re working on ways to make it easier for you to review and correct the information that we hold about you. In the meantime, if you change email address, or if you believe any of the other information, we hold is inaccurate or out of date, please contact via email or post. Alternatively, you can telephone 01304 207 268
Right to restrict use – You have a right to ask us to restrict the processing of some or all of your personal information if there is a disagreement about its accuracy, or we’re not lawfully allowed to use it.
Right of erasure – You may ask us to delete some or all of your personal information and in certain cases, and subject to certain exceptions; we will do so as far as we are required to. In many cases, we will anonymise that information, rather than delete it.
Right for your personal information to be portable – If we are processing your personal information (1) based on your consent, or in order to enter into or carry out a contract with you, and (2) the processing is being done by automated means, you may ask us to provide it to you or another service provider in a machine-readable format.
Right to object – You have the right to object to processing where we use your personal information (1) based on legitimate interests, (2) for direct marketing or (3) for statistical/research purposes.
If you want to exercise any of the above rights, please email us at firstname.lastname@example.org or write to The Riverside Centre, Maison Dieu Gardens, Dover, Kent, CT16 1RL. We may be required to ask for further information and/or evidence of identity. We will endeavour to respond fully to all requests within one month of receipt of your request, however if we are unable to do so we will contact you with reasons for the delay.
Please note that exceptions apply to a number of these rights, and not all rights will be applicable in all circumstances. For more details we recommend you consult the guidance published by the UK’s Information Commissioner’s Office.
Keeping your information safe
When you give us personal information, we take steps to ensure that appropriate technical and organisational controls are in place to protect it.
Non-sensitive details (your email address etc.) are transmitted normally over the internet, and this can never be guaranteed to be 100% secure. As a result, while we strive to protect your personal information, we cannot guarantee the security of any information you transmit to us, and you do so at your own risk. Once we receive your information, we make our best effort to ensure its security on our systems.
Keeping your information up to date
We take reasonable steps to ensure your information is accurate and up to date.
We really appreciate it if you let us know when your contact details change.
Use of ‘cookies’
It is possible to switch off cookies by setting your browser preferences. Turning cookies off may result in a loss of functionality when using our website.
Facebook have cookies on some pages of our website which allows them to collect information about pages you’ve visited on our website, they will then serve you advertising on Facebook based on this information.
Links to other websites
Our website may contain links to other websites run by other organisations. This policy applies only to our website‚ so we encourage you to read the privacy statements on the other websites you visit. We cannot be responsible for the privacy policies and practices of other websites even if you access those using links from our website.
We are committed to protecting vulnerable supporters, customers and volunteers, and appreciate that additional care may be needed when we use their personal information. In recognition of this, we observe good practice guidelines in our interactions with vulnerable people.
Changes to this policy
Any changes we may make to this policy in the future will be posted on the Riverside Dover website so please check this page occasionally to ensure that you’re happy with any changes. If we make any significant changes, we’ll make this clear on this website.
Review of this Policy
We keep this policy under regular review. This policy was last updated in January 2021.