A guide to explain what customer information we collect, store and process from our customers

The Campaign to End Loneliness promises to respect and look after all personal data you share with us or that we get from other organisations. We will always keep it safe. We aim to be clear when we collect your data about what we’ll use it for, and not do anything you wouldn’t reasonably expect, whether you are a supporter, volunteer, service user or campaigner. We never sell your personal data to other organisations, and will only ever share it in appropriate, legal or exceptional circumstances (see Section 9, ‘Your Information and Third Parties’ to find out more).

The purpose of this policy is to give you a clear explanation about your data protection rights and how Campaign to End Loneliness collects and uses the personal information you provide to us. It explains what we collect, whether online, via the phone, email, in letters or in any other correspondence or from third parties, and how we process and use it to provide vital services to our customers.

By allowing us to use personal data, you are helping us to make better decisions, improve our campaigning work for older people, fundraise more effectively and ultimately achieve our goal of a society where older people can live the lives they aspire to and contribute actively to their communities.

  1. Who is Campaign to End Loneliness?

The Campaign to End Loneliness is hosted by and legally part of the charity Independent Age. The Campaign to End Loneliness inspires thousands of organisations and people to do more to tackle loneliness in older age. Campaign to End Loneliness operates under the same legal entity as Independent Age, and consequently has the same legal, statutory and governance controls.

Independent Age is comprised of both a charity and a trading subsidiary. Any information we collect may be used by both of Independent Age’s entities.

Independent Age is the operating name for The Royal United Kingdom Beneficent Association (RUKBA), a charity registered in England and Wales and incorporated by Royal Charter (charity registration number 210729).

Independent Age Enterprises Ltd (registered company in England and Wales no. 04735201) is the wholly owned subsidiary of RUKBA which trades on our behalf (for example the selling of merchandise).

  1. What are your Data Protection Rights?

In all cases you have the:

2.1 – ‘Right to be informed’ whether or not we process your information and how that information is stored and used by us.

2.2 – ‘Right to access’ your information at any time by submitting a ‘Subject Access Request (SAR)’ to the data protection lead. Information will be provided to you within a month of your request being received.

2.3 – Right to correct’ the information we hold about you if it is incorrect or incomplete.

2.4 – ‘Right to delete’ the information we hold about you, this being termed the ‘right to be forgotten’. It is not always possible to delete all information due to legal reasons or processing requirements, but where this is the case this will be explained to you further.

2.5 – ‘Right to restrict processing’ of your information at any time by contacting the relevant department as indicated below or the data protection officer. This may be to change how you support us and how we contact you in the future.

2.6  -‘Right to port (move)’ the information you have provided to us to another organisation. We will provide this to you in a form that is accessible to another organisation.

2.7 – ‘Right to object’ to any processing where you feel appropriate consents have not been sought by ourselves. In these circumstances we will investigate your concerns and the decisions we have made accordingly.

2.8 – ‘Right to object to automated decision making’ where your data is processed by machines and decisions made without human intervention. This is also applicable to profiling where decisions may be made automatically to evaluate certain things about you.

To request further information on your rights or to request a change as per your rights above, please contact us at info@campaigntoendloneliness.org.uk.  We will endeavour to respond to your request as soon as possible at the latest within 40 days of receipt of the email.

  1. How and when we collect information about you

We collect information in the following ways:

3.1 – When you give it to us DIRECTLY

You may give us your details when you sign up for one of our events, tell us your story, make a donation or communicate with us

3.2 –  When you give it to us INDIRECTLY

You may give information to us indirectly when you sign up to events such as the London Marathon or contribute to Campaign to End Loneliness via fundraising sites like Just Giving or Virgin Money Giving. These independent third parties will only do so when you have indicated that you wish to support us and with your consent. You should check their privacy policy when you provide your information to understand fully how they will process your data.

3.3 – When you use our website

Like most websites, we use ‘cookies’ to help us make our site, and the way you use it better. Cookies means that a website will remember you. They’re small text files that sites transfer to your computer (or phone or tablet). They make interacting with a website faster and easier – for example by automatically filling your name and address in text fields.

As well as this, cookies can tell us the type of device you’re using to access our website and the settings on that device may provide us with information including what type device it is, what operating system you’re using, what your device settings are, and why a crash has happened. This information helps us understand how people are using our website and show us how to make it better.

Your device manufacturer or operating system provider will have more details about what information your device makes available to us.

3.4 – When you access Campaign to End Loneliness’ Social Media

We might also obtain your personal data through your use of social media such as Facebook and Twitter depending on your settings or the privacy policies of these social media messaging services. To change your settings on these services, please refer to their privacy notices, which will tell you how to do this:



3.5 – When the information is publically available

We might also obtain personal information about individuals who may be interested in giving major gifts to charities or organisations like Campaign to End Loneliness. In this scenario, Campaign to End Loneliness may seek to find out more about these individuals, their interests and motivations for giving through publically available information. This information may include newspaper or other media coverage, open postings on social media such as LinkedIn, and data from Companies House.

  1. What information do we collect and how do we use it?

The type and quantity of information we collect and how we use it depends on why you are providing it.

4.1 –  Supporters

If you support us for example, by making a donation, register to fundraise, sign up for an event or campaign for us we will collect and store:

  • Your name
  • Your contact details
  • Your date of birth

To process your donation we will also collect your card details, but these will not be kept and stored.

Where it is appropriate we may also ask for:

  • Information relating to your health (for example if you are taking part in an event)
  • Why you have decided to support us. We will never make the question mandatory, and only want to know the answer if you are comfortable telling us.

We will use your data to:

  • Administer your donation or support your fundraising and participation in our activities, including processing Gift Aid
  • Keep a record of your relationship with us
  • Ensure we know how you prefer to be contacted
  • Manage feedback or complaints we receive from you
  • Work with third parties to send you relevant marketing materials based on your preferences and our analysis of your interests (please refer to sections on Direct Marketing and Building Profiles)
  • To share your story with fellow supporters, with your consent (see section on Sharing your Story)

We will not:

  • Sell your data to another organisation

4.2 – Employees and Job Applicants

We collect and process personal information as part of an individual’s working relationship with the organisation.

 4.3 – Suppliers

We will store contact and financial details of suppliers in order to manage and process contracts and payments.

  1. Keeping your information up to date

Where possible we use publically 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 How and When we collect data from you section). Where we use external sources of data to help us provide more accurate communications with you, we will seek assurances from these third parties that any information provided would have been collected lawfully and appropriate consents sought to share that data with other organisations like ourselves.

  1. Direct Marketing

We only want to contact individuals who want to hear from us in the ways that they have told us. Our forms have clear marketing preference questions and we include information on how to opt out when we send you marketing.

If you have given us your consent to contact you by email, telephone and text message, we may contact you for marketing purposes by using that channel. We may also contact you by email or telephone or text message for administration purposes (e.g. where you make a donation).

We may contact professionals directly, without opt-in consent, however, we will always offer an opportunity to refuse marketing materials from us.

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. If you don’t want to hear from us, that’s fine. Just let us know when you provide your details, click the ‘unsubscribe’ link in any email we send or contact us at .  We will retain your details on a suppression list to help ensure that we do not continue to contact you in future unless we receive a direct response otherwise.

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 names organisation your details may need to be shared. We will be very clear what will happen to your data when you register.

  1. Sharing your story

From time-to-time we use real-life case studies to demonstrate the impact of our work with external bodies, key stakeholder groups and the general public as a whole.  This information may have been directly provided by our customers or indirectly through the various services we offer. This is extremely powerful and where we feel your information can make a real difference to others, we will ask you for your specific consent to use it. We will always make sure we have explicit and informed consent from the individuals concerned for the specific use of this information. We will always keep this information safe and secure.  This information may be shared at events, in promotional materials of fundraising campaigns or in documents such as our annual report.

  1. How we keep your data safe and who has access

Campaign to End Loneliness stores all the information held about you on its own systems located at the Independent age head office in London, which is within the European Economic Area and protected by the Data Protection Act and other associated legislation.

We may engage the services of third-party processors and on occasion these may reside outside of the European Economic Area.  Where this happens appropriate Data Protection agreements will be in place with any third-party before any processing of your data is carried out.  All data processed with third party Data Processors will be deleted upon completion of any work carried out.

We take the security of your data very seriously.  The organisation has internal policies and controls in place to try and ensure that your data is not lost, accidentally destroyed, misused or disclosed, and is not accessed except by its employees in the performance of their duties.  This includes strict access controls and security of its network and databases (and the information within), and rigorous change controls to ensure only those people who have a need to view, amend or process your information, can do.

  1. Your information and Third Parties

We do not trade names with other organisations, ‘list swap’ or rent out contact information or other personal information provided to us.  We will never pass your details to a third-party to use in the course of their own business activities.

Campaign to End Loneliness do use third parties to process data on its behalf, which may include your details if you have given us appropriate consent to contact you. These details will never be disclosed to any other third party without explicit consent and appropriate Independent Age Data Protection agreements being in place.  Only information that is necessary for a particular purpose is provided to any third party, with a clear expectation that all data, used and stored, is subsequently destroyed when any processing has been completed.

Campaign to End Loneliness may disclose your details to a third party if there is a legal obligation to do so.  Only that data which is required to fulfil the obligation may be provided and no other information.

If we have not been able to investigate thoroughly within this timeframe, we will contact you to inform you of the progress of the complaint.

  1. Our Website

Use of cookies by Campaign to End Loneliness

Our website uses cookies, as almost all websites do, to help provide you with the best experience we can. Cookies are small text files that are placed on your computer or mobile phone when you browse websites.

Our cookies help us:

  • Make our website work as you’d expect.
  • Save you having to login every time you visit the site.
  • Remember your settings during and between visits.
  • Improve the speed/security of the site.
  • Allow you to share pages with social networks like Facebook.
  • Continuously improve our website for you.
  • Make our marketing more efficient.

We do not use cookies to:

  • Collect any personally identifiable information, or
  • Pass personally identifiable data to third parties

Third Party Cookies

Our site, like most websites, includes functionality provided by third parties. A common example is an embedded YouTube video. Disabling these cookies will likely break the functions offered by these third parties.  Our site includes the following which use cookies:

  • YouTube  – powers the videos on our site
  • Mailchimp  – powers our email platform

Social Website Cookies

So you can easily “Like” or “share” our content on the likes of Facebook and Twitter we have included sharing buttons on our site.  We use the following Cookies to be able to do this:

  • Facebook
  • AddThis

The privacy implications on this will vary from social network to social network and will be dependent on the privacy settings you have chosen on these networks.

Advertising Cookies

Cookies are widely used in online advertising. Neither us, advertisers nor our advertising partners can gain personally identifiable information from these cookies.  We use ‘DoubleClick’ which is owned by Google to provide us with valuable information on which elements of our website are the most viewed so we can direct and develop our services accordingly.

You can learn more about online advertising at http://www.youronlinechoices.com . You can opt-out of almost all advertising cookies at http://www.youronlinechoices.com/uk/your-ad-choices.  We would prefer that you didn’t opt-out as ultimately adverts help keep much of the internet free. It is also worth noting that opting out of advertising cookies will not mean you won’t see adverts, just simply that they won’t be tailored to you any longer.

Google Analytics

We use Google Analytics cookies to collect information about how visitors use our site. We use the information to compile reports and to help us improve the site. The cookies collect information in an anonymous form, including the number of visitors to the site, where visitors have come to the site from and the pages they visited.  The information generated by the cookies 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, compiling reports on website activity for website operators and providing other services relating to website activity and internet usage. Google may also transfer this information to third parties where required to do so by law, or where such third parties process the information on Google’s behalf. Google will not associate your IP address with any other data held by Google.

Turning Cookies-Off

You may refuse the use of cookies by selecting the appropriate settings on your browser, however, please note that if you do this you may not be able to use the full functionality of this website. By using the website, you consent to the processing of data about you by Google in the manner and for the purposes set out above.

  1. Who to contact for more Information

If you would like to contact us for more information about this policy or any other data protection related matter or to make a ‘Subject Access Request (SAR)’ please contact the Data Protection Officer at the address or email indicated below.

Please write to:

Data Protection Lead (Ref: Campaign to End Loneliness)

(Private & Confidential)

Independent Age

18 Avonmore Road

London  W14 8RR

Email: dp@independentage.org

For matters relating to different areas of the organisation, please mark any correspondence as Private and Confidential and address to the following at:  Independent Age, 18 Avonmore Road, London, W14 8RR.

Complaints regarding Data Protection
Data Protection Lead –  dp@independentage.org

Fundraising Queries
Trust Fundraising Manager

Robert Hacking – fundraising@campaigntoendloneliness.org.uk

Policy and Campaigns
Director of Campaigns, Policy and Research,  Campaign to End Loneliness

Robin Hewings – robin@campaigntoendloneliness.org.uk