Supporting families who have suffered the loss of a child or have a child living with medical complexities

Supporting families who have suffered the loss of a child or have a child living with medical complexities

Understanding Our Privacy Policy

Your Privacy Matters to Us

Privacy Policy

This policy explains how and why Reuben’s Retreat collects, uses, and protects your personal information. It also highlights your rights and choices regarding this information. We are committed to respecting your privacy, keeping your personal data safe, and being transparent about how we use it. 

We understand the trust you place in us when you share your information, and we promise to handle it with care and respect. 

As a charity dedicated to supporting families and individuals, we interact with fundraisers, volunteers, supporters, and the wider community every day. This means we sometimes need to use personal information to carry out our work effectively. Doing so helps us make thoughtful decisions, fundraise efficiently, and ultimately provide the support and services that families need. 

This policy was last updated on 11/12/24. 

 

Who We Are 

In this Privacy Policy, “Reuben’s Retreat,” “we,” or “our” refers to Reuben’s Retreat, a registered charity in England and Wales (Charity Number 1150436). 

We are here to offer support and care to those who need us most, and safeguarding your personal information is an important part of how we fulfil that mission. 

Privacy Policy FAQs

How We Collect Information

We collect personal information in a variety of ways, ensuring that we are clear about how and why this happens. Here’s an overview: 

Information You Provide to Us Directly 

You might share your information with us when you: 

  • Sign up for one of our events, activities, or campaigns. 
  • Make a donation to support our work. 
  • Purchase our products or services. 
  • Register to volunteer or support us in other roles such as a media volunteer or ambassador. 
  • Contact us to ask questions, share feedback, or use our services. 

When using our website, we may also collect personal information through “cookies” and other tracking methods. For details about these tools, please refer to our [Cookie Policy]. 

We may also gather information about the device you use to access our website. For example, we may learn details such as your device type, operating system, settings, or error messages if something goes wrong. You can find more information about how your device shares this data in the privacy policies of your device manufacturer or operating system provider. 

Information You Provide to Us Indirectly 

Sometimes, your information reaches us through third parties. For example: 

  • A friend or family member may register you for one of our events. 
  • Fundraising platforms like JustGiving or Facebook Donations might share details when you make a donation through their service. 
  • Independent event organisers, like marathon or challenge coordinators, may pass along registration details. 
  • You might volunteer through an external service such as a job center or volunteering website. 

We may also receive data from service providers who act on our behalf (e.g., technical support or payment services), as well as from advertising networks or analytics providers connected to our website. 

Whenever your data is shared with us by a third party, we recommend reviewing their privacy policy to understand how they handle your information. 

Information from Other Sources 

We may also collect information from: 

Social Media 
If you interact with us on platforms like Facebook, Instagram, or Twitter, we may receive information depending on your settings or the platform’s policies. For example, this could include details like when you tag us in a post or engage with our content. 

We encourage you to use social media platforms responsibly and be mindful of what you share publicly. Your engagement is governed by the privacy settings and terms of use of each platform. 

Publicly Available Information 
To better understand and connect with our supporters, we may use publicly available data. This might include: 

  • Charity or corporate websites. 
  • Public social media profiles. 
  • The electoral register or Companies House records. 

We use this information to help ensure our communications are relevant and meaningful to you. 

What Personal Data We Collect

Personal data, or personal information, refers to any details that can identify you as an individual. This does not include information where your identity has been fully anonymized. 

We collect, store, and use the following kinds of personal information to ensure we can provide the best possible support to you: 

  • Your name. 
  • Your contact details (such as your postal address, telephone number, email address, or social media handle). 
  • Your date of birth. 
  • Your gender. 
  • Payment details (such as bank or credit card information, if you make a donation or purchase). 
  • If you volunteer with us or apply for a role, we may need information relevant to your application, such as your employment history or unspent criminal convictions (where appropriate). 
  • Website and social media activity, such as interactions with our platforms, your IP address, and general geographical location. 
  • Health-related information (for example, if you participate in an event and we need it for health and safety purposes or if you share personal stories with us). 
  • Taxpayer information to process Gift Aid claims, where applicable. 
  • Information about your interests, such as events, activities, or products we believe may interest you. 
  • Legacy information (if you have included us in your will, we may record next-of-kin details as part of the administration process). 
  • Demographic information (such as age, nationality, and ethnicity for monitoring and reporting purposes). 
  • Any other personal details you choose to share with us. 

Special Category Data 

Some personal information falls under a “special category” in data protection laws due to its sensitive nature. This includes details about your: 

  • Health, race, or ethnicity. 
  • Religious beliefs or political views. 
  • Trade union membership. 
  • Genetic or biometric data. 
  • Sexual orientation or sex life. 

We only collect this kind of data when there’s a clear and necessary reason to do so. For instance, we may ask for health-related details to ensure your safety during an event or to provide tailored support. 

If you voluntarily share sensitive information with us (such as telling us about your health journey or experiences), we will handle this with the utmost care and sensitivity. 

Whenever we collect sensitive data, we’ll do our best to explain why we need it and how it will be used. 

How We Use Your Personal Data

How We Use Your Personal Information 

At Reuben’s Retreat, your trust is incredibly important to us. We use your personal information to provide the best possible care, support, and experiences for you and others we serve. Below, we’ve outlined the ways in which we may use your personal data: 

  • To provide you with services, information, or products that you’ve requested. 
  • To process donations, administer fundraising efforts, and manage Gift Aid claims. 
  • To keep in touch and maintain a record of our relationship with you. 
  • To respond to your questions, feedback, or concerns. 
  • To organize and manage events you attend or participate in. 
  • To improve our services through analysis and feedback. 
  • To ensure everyone’s safety during events or activities. 
  • To send updates, stories, and information about our work and activities, in line with your communication preferences. 
  • To process volunteer or job applications and provide support during your time with us. 
  • To comply with legal and regulatory obligations or to handle any necessary safeguarding. 
  • To analyze website usage and personalize your experience on our digital platforms. 

How We Safeguard Your Information 

  • Support Stories: If you share your personal journey with us, we may use this to inspire others and raise awareness, but only with your express consent. 
  • Targeted Communications: We may use your preferences and feedback to send you information we believe will interest you. You can update your preferences or opt-out of these communications at any time. 
  • Third-Party Services: When working with trusted third-party providers (e.g., payment processors), we ensure they comply with strict data protection regulations. 

Transparency in Marketing and Digital Advertising 

We may use your information to share updates or promote events through social media and online platforms. This could involve matching your details with the tools available on platforms like Facebook or Instagram to deliver messages tailored to your interests. 

  • Your Control: If you’d rather not see tailored advertisements or prefer we don’t share information in this way, just let us know! You can also adjust your settings directly within the platforms you use. 

Your Privacy is a Priority 

We’re here to support you. If you have any questions about how we use your information or if you’d like to update your preferences, please contact us at [email protected]

Keeping In Touch

At Reuben’s Retreat, we value every supporter, volunteer, and fundraiser who helps us in our mission. Your generosity is at the heart of everything we do, and we think it’s important to let you know how your support is making a difference and to say thank you. 

We may send updates about the impact of your support, upcoming events, and inspiring stories from Reuben’s Retreat. The amount and type of communication will depend on how you’ve supported us. For example, volunteers might receive more regular updates about our day-to-day work, while event participants might receive details specific to their activities. 

If you’ve signed up for an event or activity, we’ll keep you informed with key details, reminders, and helpful resources to support your involvement. When you register for an event through a third-party organiser and indicate that you’re supporting Reuben’s Retreat, we may also contact you to offer guidance and encouragement for your fundraising efforts. 

Invitations to Get Involved Again 

Sometimes, we may contact previous supporters to let them know about similar events or activities they’ve been involved with before. This allows us to stay connected with our community in a thoughtful, cost-effective way and ensure we’re sharing opportunities that might interest you. 

Marketing Communications 

When you provide your details, you’ll have the choice to opt in or opt out of receiving updates about our work, upcoming events, or fundraising campaigns. You can always adjust your preferences later—just let us know, and we’ll make it easy for you. 

We may tailor our communications to ensure they’re as relevant as possible, using information you’ve shared with us, such as your location, past donations, or the type of events you’ve participated in. This helps us provide updates that matter to you. 

If you choose not to receive marketing communications, that’s absolutely fine. You may still hear from us when it’s necessary—for example, to confirm a donation, process a Gift Aid claim, or provide important information about an event you’re involved in. 

Your Privacy is Our Priority 

We will never sell or rent your personal information to third parties for marketing purposes. 

Managing Your Preferences 

Your preferences matter to us. Whether you prefer to hear from us by email, post, phone, or not at all, you can update your choices at any time. Simply get in touch with us via: 

  • Phone:  01457 680023 

 

We understand that your circumstances and preferences may change, and we’re always happy to update your details to reflect that. 

Legal Basis for Using Your Personal Information

Data protection laws require us to have a valid legal reason for every way we use your personal information. These legal reasons, or “bases,” are defined in the General Data Protection Regulation (GDPR) and UK data protection laws. Below, we explain the key bases we rely on: 

  1. Your Consent

We may ask for your permission to use your information for specific purposes, like sending you marketing updates by post, phone, email, or text. When you give us your consent, you have the right to change your mind and withdraw it at any time. 

  1. Legal Obligation

Sometimes, we need to use your information to meet legal or regulatory requirements. For example, we might need to share details with regulators such as the Charity Commission or Fundraising Regulator, or use information for due diligence checks. 

  1. Fulfilling a Contract

If you’re entering into an agreement with us—such as buying merchandise, registering for an event, or volunteering—we’ll use your information to fulfill our commitments under that contract. 

  1. Protecting Vital Interests

In emergencies, we may need to use your information to protect your health or safety, or that of others. For example, we might share details with emergency services during an urgent situation at one of our events. 

  1. Legitimate Interests

Sometimes, we use your information for activities that are essential to running Reuben’s Retreat. This is called our “legitimate interest.” When we do this, we carefully balance our needs against your privacy rights to make sure our use is fair. 

Examples include: 

  • Understanding our supporters through analysis and profiling to better tailor our communications. 
  • Updating your contact details using third-party sources if you’ve moved. 
  • Administering and keeping records of our activities, such as events, fundraising, and volunteering. 
  • Sharing relevant information with trusted teams or partners (e.g., sharing your details with an event organizer if you’ve signed up for a charity place in a third-party event). 
  • Monitoring our website or apps to ensure they work smoothly and securely. 

Using Sensitive Personal Information 

When we process sensitive information (like health data or anything revealing ethnicity or religious beliefs), we follow stricter rules. We will only use this type of data if: 

  • You’ve given your explicit consent. 
  • It’s necessary to protect your vital interests. 
  • You’ve made the information public yourself. 
  • It’s required by law for employment, social security, or public interest reasons. 
How We Keep Your Information Safe

At Reuben’s Retreat, protecting your personal information is a priority. We have robust technical and organisational measures in place to safeguard your details, including physical, electronic, and managerial controls. For example: 

  • Our online forms are encrypted to ensure secure data transmission. 
  • Our internal network is well-protected and routinely monitored to prevent unauthorised access. 

We take great care to ensure that any personal information you share with us is handled in line with UK data protection laws. Where our GDPR policy references the measures we take to protect information, we commit to applying those same high standards across all areas of our work. 

How Long We Keep Your Information For

We carefully consider how long it is necessary to retain personal data to meet our legal and operational needs while respecting your privacy. The duration for which we keep your information is determined by several factors, including: 

  • Purpose: The reasons we process your personal data and the time required to fulfil these purposes. 
  • Accuracy: How long the personal data is likely to remain accurate and up-to-date. 
  • Legal Claims: The relevance of the data to potential future legal claims. 
  • Regulatory Requirements: Compliance with any legal, accounting, reporting, or regulatory obligations specifying retention periods for certain types of records. 

Once your personal data is no longer needed, we securely delete or anonymize it in line with our data protection policies 

Complaints

Objective

At Reuben’s Retreat, we strive for excellence in all we do, including the services we provide to beneficiaries, supporters, and the wider community. However, we acknowledge there may be times when we fall short.

We welcome complaints as an opportunity to address concerns, improve our services, and uphold the highest standards of care. This policy outlines how complaints can be raised and addressed, covering all aspects of our work, such as family support services, counselling, fundraising, events, and our facilities.

Scope

A complaint is defined as an expression of dissatisfaction about actions taken, or not taken, by Reuben’s Retreat, its staff, or volunteers.

This policy applies to all complaints, with additional guidance for counselling-specific concerns due to the sensitive nature and professional standards required in that area.

How to Make a Complaint

We aim to make it as easy as possible for anyone to raise a complaint. We need to ensure we have full details to fully investigate and therefore ask for these to be sent in writing to:

For counselling-specific complaints, please follow the additional steps outlined in the Counselling Complaints section.

If assistance is required to make a complaint or alternative formats are needed for example, if you would prefer to speak to someone, please let us know.

What Happens Next

Acknowledgment

All complaints will be acknowledged within 5 working days of receipt.

Investigation

Complaints will be thoroughly investigated by a relevant member of staff, For counselling complaints, the investigation will follow additional professional standards (see Counselling Complaints).

Response

We aim to provide a written response within 15 working days. If there are delays, we will inform you, explain the reason, and provide an updated timeline.

Outcome

The outcome will outline any actions Reuben’s Retreat will take as a result of the investigation.

Escalation

If you are not satisfied with the response to your complaint, you can escalate as follows to the:

  • The Chief Executive, or
  • A designated Trustee if appropriate.

Counselling Complaints

Complaints regarding counselling services will follow the general process above but include these additional considerations:

Making a Counselling Complaint

Please include:

  • Details of the concern (reason, date, time).
  • Names of counsellors or staff involved.

Send written complaints to:

Investigation

  • The investigation will follow professional standards, such as those set by the British Association for Counselling and Psychotherapy (BACP).
  • The counsellor involved may be consulted unless it is deemed inappropriate.

BACP:

  • Email: [email protected]
  • Post: BACP House, Unit 15, St. John’s Business Park, Lutterworth, LE17 4HB

Appeals

If dissatisfied with the response, you may appeal within 28 days of receiving the outcome:

  • Email: [email protected]
  • Post: Trustee Responsible for Complaints, Reuben’s Retreat, Park Crescent, Glossop SK13 7BQ

(Marked as PRIVATE & CONFIDENTIAL)

The appeal will be independently reviewed by the Trustee responsible for complaints who was not involved in the original investigation.

You will receive a decision within 28 days, which will be final.

Escalation for Serious Concerns

For complaints involving serious concerns such as safeguarding, harm, mismanagement, or illegal activity, you may contact the Charity Commission:

  • Website: www.gov.uk/complain-about-charity
  • Telephone: 0845 300 0218

Confidentiality and Data Protection

All complaints will be handled confidentially and in compliance with our GDPR policy. Personal data will only be shared with those involved in resolving the complaint.

Monitoring and Review

We log all complaints and review them at sub-committee and Board meetings to identify trends and areas for improvement. This policy will be reviewed every two years or sooner if required by changes in legislation or organizational needs.

Contact Information

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Changes to this Policy

We may update this Privacy Policy from time to time. If we make any significant changes in the way we handle your personal information, we will clearly communicate this on the Reuben’s Retreat website or contact you directly. 

Sharing Your Information

At Reuben’s Retreat, we take your privacy seriously and will only share your information in limited and specific circumstances. We do not engage in joint fundraising campaigns but may share your information with trusted third parties to fulfil the purposes outlined in this policy. 

Examples of Information Sharing 

We may share your information with: 

  • Service Providers: Business partners, suppliers, and sub-contractors who provide services on our behalf, such as IT support, event coordination, or payment processing. 
  • Legal and Regulatory Bodies: When we are under a legal or regulatory duty to do so, we may disclose your information to the police, regulatory authorities, or legal advisors, as necessary. 
  • Volunteers and Collaborators: Where appropriate, we may share information with trusted volunteers or external partners involved in our work, ensuring that they adhere to strict data protection guidelines. 
  • Analytics and Technical Services: Providers of analytics, website monitoring, and IT services that help us maintain and improve our systems. 

Safeguarding Your Rights 

When sharing your information, we ensure that appropriate safeguards are in place to protect your data. We do not sell or rent your information to third parties for marketing purposes. 

Exceptional Circumstances 

We reserve the right to disclose your personal information: 

  • If required to protect the rights, property, or safety of Reuben’s Retreat, our team, or the individuals we support. 
  • In the event of a merger, restructuring, or transfer of assets, we will ensure your personal information is treated in accordance with this privacy policy. 

We are committed to transparency and ensuring that your personal information is shared responsibly and securely, always keeping your best interests in mind. 

Your Rights Under Data Protection Law

Under UK data protection law, you have rights over the personal information that we hold about you. Below is a summary of these rights: 

Right to Access Your Personal Information 
You have the right to request access to the personal data we hold about you. You can also request a copy of this information, which we will provide unless legal exceptions apply. 

To access your information, please send a description of what you would like to see to: [email protected] 

Right to Have Inaccurate Information Corrected 
If you believe any information we hold about you is inaccurate or incomplete, you have the right to ask us to correct it. Please provide us with the details, and we will investigate and make any necessary corrections. 

Right to Restrict the Use of Your Personal Information 
You have the right to request that we restrict the processing of some or all of your personal information in the following cases: 

  • If the information we hold about you is inaccurate, 
  • If we are not lawfully allowed to use it, 
  • If you need us to retain your information for legal claims, 
  • If you believe that our legitimate interests to process your information outweigh your privacy rights, and you have objected to its use. 

Right to Erasure of Your Personal Information 
You may request that we delete some or all of your personal information. There are some exceptions, and if we are unable to delete your data, we will explain why. 

Right to Portability of Your Personal Information 
If we process your personal information based on your consent or to fulfil a contract with you (and the processing is done by automated means), you can ask us to provide your data to you or another service provider in a machine-readable format. 

Right to Object to the Use of Your Personal Information 
If we process your personal information based on legitimate interests or for research/statistical purposes, you have the right to object to our use of your data. 
If we process your information for direct marketing, you can object, and we will stop processing your data for marketing as soon as possible. 

To exercise any of these rights, please contact us at: 
or by email: [email protected] 

We may need to ask for additional information to verify your identity. We aim to respond to all requests within one month, though if we need more time, we will inform you of the delay. 

Please note that some exceptions may apply to these rights, and not all rights will be applicable in every case. For more detailed guidance, we recommend visiting the UK’s Information Commissioner’s Office (ICO) website.