We will only ever collect the information we need – including data that will be useful to help improve our services. We collect information as follows:

Personal data

Personal data is information that can be used to identify an individual

It may include your:

  • Name
  • Date of birth
  • Email address
  • Postal address
  • Bank account details
  • Job title and employer
  • Mobile and landline telephone numbers
  • Gender
  • Marital status
  • Your hospice experience or connection to us
  • The reason you give us for supporting Haven House.

It may also include:

  • Details of any opt-in and opt-out preferences you have communicated to us
  • Whether or not you are a UK tax-payer (so that we know whether or not we can claim Gift Aid)
  • Details of any gifts you have given to Haven House
  • Details of any Haven House events you have participated in
  • Notes relating to our relationship with you.  Examples of this could be:
    • Correspondence between you and Haven House
    • Connections between you and other individuals or organisations known to Haven House, and
    • Data gathered through prospect research (see 'Prospect Research' section below for further information)

Non-personal data

Non-personal information such as pages accessed and files downloaded. This helps us to determine how many people use our website, how many people visit on a regular basis, and how popular our pages are. This information doesn't tell us anything about who you are or where you live. It simply allows us to monitor and improve our services

Sensitive personal data

Sensitive data, as defined by the GDPR, comprises:

Physical or mental health or condition

  • Sexual life
  • Racial or ethnic origin
  • Political opinions
  • Religious or similar beliefs
  • Trade union membership
  • The commission or alleged commission by the data subject of any offence, or any proceedings for any offence that are ongoing.

We collect sensitive personal data about our supporters only if there is a clear reason for doing so.  For example:

  • Where Haven House acts as an event organiser we collect information about any disability you may have if you are planning to participate.  We pass this information on to our Events team, to ensure we provide appropriate support to enable you to participate.
  • We collect sensitive personal data in the form of information about supporters’ loss of their child.  We use this data on individuals’ personal experiences to ensure we provide a sensitive, caring and personalised supporter experience to them.  Supporters appreciate it when we remember the name of their child that has died, and we could cause distress if we did not remember their experience.

You may give us information about you when you:

You may give us this information when you correspond with us by our website, phone, email or otherwise. We collect this information about you when:

  • You ask about our activities
  • register with us or set up an online account
  • make a donation, fundraise on our behalf or register for an event,
  • engage with our social media or message boards,
  • request publications, newsletters or other information from us
  • seek care, support and assistance from us (e.g. by contacting our Care team)
  • volunteer with us or apply for a job (including sending us your CV)
  • report a problem with our website
  • otherwise give us personal information, or become known to us as someone who might consider connecting with Haven House in some way.

Information we receive from other sources:

We may also obtain personal information about you from other sources, such as if a family member, a friend or your GP contacts us on your behalf, or if a fundraiser passes on your details to us. We may also combine your personal information with other information we collect from third parties (e.g. for fundraising purposes). We will notify you when we receive information about you from them and the purposes for which we intend to use that information.

If you are aged 16 or under, you must get your parent/guardian’s permission before you provide any personal information to us.

If you do nothing other than read pages or download information from our website, we may gather information about this use, such as which pages are most visited and which events or activities are of most interest.  This information can be used to help us improve our website and services and ensure we provide you with the best service.  The information we use for this purpose is aggregated or anonymised, i.e. it will not identify you as an individual visitor to our website. 

In recording this information, we apply all the usual data protection principles outlined in this policy, so people sharing this information can feel confident that this information will not be used or stored inappropriately, and they retain the right to access this information or to request its removal at any time. If you use your credit or debit card to donate to us, buy something or pay online or over the phone, we will ensure that we manage this securely and in accordance with the Payment Card Industry Data Security Standard.

If you sign up for a regular gift online, this information is held by GoCardless and access to your bank details is restricted so that only the team that processes details can access it.  We do not store your credit or debit card details at all following the completion of your transaction: all card details and validation codes are securely destroyed once the payment or donation has been processed.  Only those staff authorised to process payments will be able to see your card details. We do not store your financial information for longer than we need to.