Privacy Policy

Hope House Children’s Hospices Fundraising and Marketing Privacy Policy 2016

Please read this policy carefully to understand how we collect, use and store your personal data for fundraising and marketing purposes. There is a separate privacy policy for families using hospice services

Who we are

Hope House Children's Hospices is a registered charity in England and Wales (charity number 1003859), and a registered company in England and Wales (Company number 2588103). We also have two wholly owned subsidiary registered companies that raise funds for Hope House Children's Hospices, these are Hope House (Trading) Ltd. and Hope House (Lottery) Ltd.

Control of Personal Information?

You may at times be asked to provide us with personal information. Personal information is anything which enables us to identify you in some way, such as your name and an email address. If you supply such information, we are legally bound by the Data Protection Act 1998 to ensure that such information is only used for the purpose for which it was requested and also to ensure that the data is held securely.

The processing of your personal data is carried out by Hope House Children's Hospices and we are registered as a data controller with the Office of the Information Commissioner for the United Kingdom. (Registration reference Z5580211)

For more information

If you have any questions regarding our privacy policy, please contact:

The Chief Executive
Hope House Children's Hospices
Nant Lane
SY10 9BX

Why we collect personal data

Personal information which you supply to us may be used in a number of ways including;


  • Completing an order for something you have purchased from our online shop,
  • Reclaiming Gift Aid on donations,
  • Registering you to participate in a fundraising activity, e.g. play the lottery
  • Sending you information about the charity, our activities and our fundraising appeals.
  • Inviting you to work or volunteer for us including any necessary criminal record checks.



How do we collect information?

You may be asked to provide personal information by electronic means (email and website), by letter, by phone or in person. Examples include when you call Hope House Children's Hospices regarding our activities, register online to participate in a fundraising event, or make a donation of goods to our charity shop.

Before we record personal information you will be asked to consent to specifically and knowingly provide us with your personal information. We only collect the minimum amount of information required and use it for the purpose for which you have consented. You may choose not to provide us with personal information, although this may affect your ability to participate in some fundraising activities.

We may also receive information about you from third parties - but only if you've given them permission to share your information.

What information do we collect?

When you interact with us, we may collect names, addresses, email addresses, telephone numbers, bank account details for setting up a regular payments and, where appropriate, dates of birth.

Your credit card information

If you use your credit or debit card to donate to us, buy something or make a booking online, we pass your credit card details securely to our payment processing partner as part of the payment process. We do this in accordance with the Payment Card Industry Security Standard (PDF download). We hold details for up to 28 days for legal requirements after which they are deleted or destroyed.

Cookies on Webpages

When we provide services, we want to make them easy, useful and reliable. This sometimes involves placing small amounts of information on your device, for example, computer or mobile phone. These include small files known as cookies.

Our cookies contain no data specific to an individual, so that your privacy remains protected. They contain neither your email address, nor do they tell us who you are.

We use cookies to monitor our website, its usage including visitor numbers and page views. We also use cookies to improve your user experience whilst on our website. For more information on our Cookie policy visit

When you visit a page with content embedded from, for example, YouTube, Flickr or Facebook, you may be presented with cookies from these websites. Hope House do not control the dissemination of these cookies. You should check the third party websites for more information about these.

Website statistics analytics

We use Google Analytics to understand how people use our website so we can make it more effective. Google Analytics collects anonymous information about what people do on our website, where they've come from, and whether they've completed any tasks on the site, for example, signing up to volunteer or donating. Google Analytics tracks this information using cookies which are text files placed on your computer. The information generated by the cookie about your use of the website (including your IP address) will be transmitted to and stored by Google on servers in the United States. Google will use this information for the purpose of evaluating your use of the website and compiling reports on website activity. Google will not associate your IP address with any other data held by Google.

If you do not want cookies to be stored on your PC it is possible to disable this function without affecting your navigation around the site although some of the functionality of our website may be affected.

How we protect your personal information

We take appropriate physical, electronic and managerial measures to ensure that we keep your information secure, accurate and up to date, and that we only keep it as long as is reasonable and necessary.

We do our best to protect personal information, but we cannot guarantee the security of information transmitted to our website, so any transmission is at the user's own risk. However, any payment card, bank or other direct debit details we receive on our website are passed securely to our payment processing provider according to the Payment Card Industry Security Standards, and all online financial transactions are encrypted using SSL (Secure Sockets Layer).

Will we disclose the information we have collected to outside parties?

Hope House Children's Hospices does not rent, swap or sell personal details to any third party.

Personal data is sold by Hope House (Lottery) Ltd to its parent company Hope House Children's Hospices.

Some of the systems operated by Hope House Children's Hospices are provided by third party service providers including fully hosted IT solutions (for example Database management and Direct Debit payment processing) at remote sites and accessed via the internet. In addition Hope House Children's Hospices use external companies to assist with fundraising activities such as newsletter production & mailing house services, supporter recruitment and management, lottery and data analytics. Some of these companies may be sited outside of the European Economic Area.

Where these services are provided personal information may be released to the third party organisation under an agreed contract, which will stipulate how data is to be transferred, secured and destroyed and the purpose for which it may be used.

Hope House remains responsible for the data and ensuring that it is processed in accordance with the Data Protection Principles.

Hope House Children's Hospices takes all reasonable steps to ensure any third party processing data on its behalf by undertaking a due diligence review of the data protection policies of the proposed data processor to ensure as far as reasonably practicable the safety, security and availability of data.

We may also need to disclose your information if required to do so by law.

Job and Volunteer applicants

If you apply to work or volunteer for Hope House Children's Hospices, we will only use the information you give us to process your application and to monitor recruitment statistics. If we want to disclose information to someone outside Hope House - for example, if we need a reference, or need to get a 'disclosure' from the Criminal Records Bureau - we will make sure we tell you beforehand, unless we are required to disclose this information by law.

If you are unsuccessful in your application, we will hold your personal information for 6 months after we've finished recruiting the post you applied for. After this date we will destroy or delete your information.

Seeing what personal information we hold

You may request a copy of the personal information relating to you which is kept on file by Hope House Children's Hospices by contacting the Chief Executive. Hope House will reply within 40 days of receipt of your request. It will help us to locate your records more easily if you can tell us something about the nature of your contact with Hope House. Hope House reserve the right to make a reasonable charge for this information.

How to update my information or change my marketing preferences?

With your consent we would like to send you information about Hope House Children's Hospices fundraising events and activity from time to time and we may contact you by post, phone, email or text message.

If you want to update the information we hold for you, or if you want to have your details removed from our marketing contact lists, or to change your marketing preferences please get in touch as soon as possible. Please email, or telephone 01691 671671 or write to us at:

Supporter Care
Hope House Children's Hospice
Nant Lane
SY10 9BX

Supporters under the age of 18

When you register with us, you are stating that you are over 18 years of age or are a minor acting with parental consent so please ensure you have consent of your parent or responsible guardian.


We cannot be held responsible for the privacy of data collected by websites not owned or managed by Hope House Children's Hospices, including those linked through our website.

Notification of change of privacy policy

We will regularly review this privacy statement and our up to date policy will be posted on our website. You are advised to check periodically in order to keep up to date with any changes in our privacy policy.

Last updated April 2016

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