Privacy Policy

Help for Heroes takes the privacy of its beneficiaries and supporters very seriously and adheres to all aspects of General Data Protection Regulation.

  • We never sell, rent, or share your details without your consent
  • We only hold your ‘personal’ data when you provide it to us, e.g. when you donate, buy an item from our online shop, register to take part in an event or challenge, etc.
  • You can visit our website without revealing identifying details such as your name or email address however your IP address will be recorded according to our Cookies policy which you can access here

The data that we do hold is relative to your relationship with us. It will only include personal information if you have voluntarily provided that to us (for instance, a contact method such as home address, phone number and/or email).

By visiting our website, using our services or participating in our activities, you agree to your personal information being collected and used in the manner set out in this Privacy Notice as updated from time to time. When updated, should there be any material changes and/or changes that could negatively impact you we will make reasonable efforts to notify you in advance and give a reasonable period of time for you to object to such changes. 

If you have any requests concerning your personal information or our practices, please contact our Data Protection Officer, Emma McIntyre at: dpo@helpforheroes.org.uk, or by writing to: Unit 14 Parkers Close, Downton Business Park, Downton, Wiltshire SP5 3RB.

This Policy explains the privacy and the data protection practices about:

  • Help for Heroes group
  • Why we collect your data
  • What personal information is collected
  • Cookies
  • How we use your information
  • What information we disclose to other parties
  • How long we store your data
  • For our beneficiaries, Band of Brothers and Band of Sisters
  • How you are in control
  • Where we store your data
  • Online security
  • Links to other websites
  • Changes to this Policy

In this policy, the words ‘We’, ‘Us’, ‘Our’ or ‘H4H’ refer to Help for Heroes ‘the charity’, and Help for Heroes ‘Trading’, ‘Trading Company’ or ‘Shop’.

Help for Heroes is a charity registered in England and Wales (1120920) and Scotland (SC044984).

Help for Heroes Trading Limited is a company registered in England and Wales (registered number: 6380957) at Unit 14 Parkers Close, Downton Business Park, Downton, Wiltshire SP5 3RB. It is a wholly owned subsidiary which gifts all its profits to Help for Heroes.

Under law, we use a condition called ‘legitimate interest’ to process your data. We process your data in our legitimate interest to provide support to wounded, injured and sick service personnel, veterans and families.

We determine that in you providing your personal data to us you do so either to support the Charity or to receive support. We will therefore process your data according to the way in which we have received your information as follows: -

  • When you submit your personal information to us either via a donation, webform or printed form we will store that data in our database and record any activities that you undertake. We do this to enable us to maintain any preferences you have for receiving information from us and to ensure we suppress your contact when you have requested us to do so.
  • If you undertake events or challenges or volunteer for us then we will use your personal data to fulfil our legal requirements in administering those relationships.
  • If you donate to us we will use your data to record and provide a receipt for your donation.
  • It you are a beneficiary or seek support from us where we collect data from you in relation to your health, or criminal history we process this with your explicit consent. Where we cannot reasonably be expected to gain consent from you we will process your data under a legal condition of ‘substantial public interest’ complying with our charitable objectives to provide you support where you are eligible.

We collect the following types of information: 

Personal Information such as: name, postal address, telephone number, email address, card or bank details, etc. This is taken from the information you voluntarily submit via registration forms, correspondence, phone calls, donations, shopping, Just Giving, Gift Aid declarations, etc.

Special Category Information such as your medical details if you are receiving services from us or undertaking a challenge or event that may require disclosure of medical information for safeguarding purposes. In some cases, we make take some basic criminal history information from individuals accessing our Recovery services for safeguarding purposes only.

Non-personal information such as: which web pages you visit, IP addresses, social media used, etc. This is captured using Cookies (see below for more information). Also within this area are any preferences that you may have informed us of, such as how you want to hear from us and which aspects of the charity are of particular interest, etc.

Other information such as information we receive about you if you use any of the other websites we operate or the other services we provide. In this case we will have informed you when we collected that data if we intend to share those data internally and combine it with data collected on this site. We will also have told you for what purpose we will share and combine your data. We are working closely with third parties (including, for example, business partners, sub-contractors in technical, payment and delivery services, advertising networks, analytics providers, search information providers, credit reference agencies). We will notify you, in advance, where possible when we receive information about you from them and the purposes for which we intend to use that information.

We use ‘cookies’ on our website to help us improve its look and feel. A cookie is a small text file which is placed on your hard drive whenever you visit a website. It collects statistics by tracking your movements and can also be used to identify when you return to a website. Where cookies are used, you will be informed of their presence and function and given the opportunity to disallow the cookie being placed on your hard drive. For more information, please read our Cookies Policy.

Help for Heroes will process your data to administer the following items:

  • Help deal with your enquiry, request or application
  • Process your purchase or a donation
  • Provide further information about our cause, work, activities or products by post 
  • Seek your ideas and feedback, via research or surveys
  • Register and administer your event or challenge participation
  • Use in-house and third-party research companies to analyse who supports us or receives services from us and in what ways. Use the insight to improve our work, services, fundraising activities and communications
  • Detect and prevent fraud by verifying identities and enabling technical improvements
  • Provide a more personalised service, such as using your details, interests and behaviours to customise communications we may send you or the web pages you see 
  • Provide it to a professional body if required by law or to comply with a legal process to register you with our web site and to administer our web site services for assessment and analysis (e.g. market, customer and product analysis) to enable us to review, develop and improve the services which we offer and to enable us to provide you and other customers with relevant information through our marketing programme
  • Notify you about changes to our Service
  • Keep you informed of Trading products (including special offers and discounts which we consider may be of interest to you) from our Shop where you have either purchased something previously or given your details specifically to be added to our marketing list by email or post

We will seek further explicit agreement from you to process your data for the following:

  • Provide further information about our cause, work, activities or Charity products by email, phone or text
  • Make decisions about you using computerised technology, for example automatically selecting products or services which we think will interest you from the information we have
  • Collect sensitive personal data such as medical information which we use to evidence eligibility of Beneficiaries and provide Recovery Services.
  • Where we take photographs of you we will seek your consent to take and store these photographs as well as seeking your consent if we use them on our website or any published types of media
  • Where you are a child aged 13 years or under we will seek the consent of your legal guardian to enable us to add your details to our database

To ensure we send you information about the Charity that is relevant to you we use simple selections and screening techniques which provides an improved experience for all our supporters. To select relevant audiences for directing marketing activity we analyse geographic, demographic and other information relating to you in order to better understand your interests and preferences.  In doing this, we may use additional information from third party sources when it is available.

We will analyse data about our supporters, volunteers and beneficiaries because it allows us to understand the background of the people who support us and seek services from us. We use the analysis to direct appropriate requests to supporters with carefully targeted communications.  These analysis activities enable us to raise more money to support our wounded injured and sick returning servicemen and women more cost-effectively.

We never sell, rent or share your details with other charities or companies for marketing purposes. 

The only time your information is shared with other organisations is:

  • Where you have given your permission for us to do so
  • With a small number of trusted partners who are employed as our service providers or agents and contractually bound to use your information strictly for the performance of a particular service only (e.g. those who securely process payments, deliver goods, host the website, etc.). These trusted partners are also required to comply with data protection legislation.
  • When we are obliged to do so by law such as sending your information to be checked against the Telephone Preference Service, or if contacted by the authorities with a reasonable request for information.
  • Analytics and search engine providers that assist us in the improvement and optimisation of our site.

We never sell your details to other charities or third parties. None of the information you provide to a Recovery Centre is shared with the Fundraising team or Trading Company. You will only hear from the Fundraising team or the Trading Company if you have separately provided your details to them, by registering for a newsletter or undertaking some form of transaction (such as registering for a fundraising event, buying something from the H4H shop, or making a donation, etc).

Where we collect medical information from you to evidence your eligibility and enable the delivery or Recovery Services we will do so only with your consent. Where we cannot be reasonably expected to gain your consent we will process your medical data under law using a condition of ‘substantial public interest’.

Where we collect information in relation to criminal history we do so only with your explicit consent and we limit the collection of your data only to fulfil our safeguarding responsibilities with access to a limited number of relevant staff.

We share fully anonymised, unidentifiable data with other organisations for research purposes with the aim of developing an understanding of beneficiaries needs across the sector.

We may occasionally need to share your information with our partner charities and organisations in order to deliver the service and support you need. We will NEVER do this unless you have given your explicit consent for us to do so.

We will send you information about Help for Heroes according to any preferences you submitted: by phone, post or email. You can alter your preferences through your existing portal registration account. Alternatively, contact our Supporter Care Team by mailing: contact@helpforheroes.org.uk, or by calling 0300 303 9888, Monday-Friday, 9am-5pm.

Please note, if you ask us not to contact you for marketing purposes, we will retain your details on our suppression list to ensure we do not accidentally contact you in the future. We will usually inform you (before collecting your data) if we intend to use your data for such purposes or if we intend to disclose your information to any third party for such purposes.

You are in control of the data we hold about you and at any time you can request:

You can make a request for any of the above by writing to the Data Protection Officer, Help for Heroes, Unit 18 Downton Business Centre, Wiltshire SP5 3RB or by email dpo@helpforheroes.org.uk

Whilst we will endeavour to adhere to your wishes we may not be able to delete your data if there is a legal obligation to retain it, this includes where financial data must be retained for seven years or where data must be retained to enable us to defend our legal rights. We will inform you of the basis of any such decision not to delete your data as appropriate.

If you are unhappy about how your personal data is managed you can raise a concern or complaint with the Information Commissioner, telephone: 0303 123 1113 website: www.ico.org.uk

We may request proof of identity to be able to fulfil your request.

If you support our charity by donating, undertaking a challenge, organising an event, volunteering, signing up to our marketing list, or purchasing a product from our shop, we will keep your data in our active database for three years after your last activity. We will then archive and retain your data for a further seven years so that, if you re-connect with us, we will have a history of how you have supported the Charity in the past. After this time, your data is deleted.

If you receive support from us we will keep your data in our active database for three years after which we will archive your data for life. The charity provides life-long support to all our beneficiaries and retains your records for this reason.

If you want us to stop holding your data at any time you can contact us and request that we stop processing your data. (See the section entitled ‘How you are in control’).

We make every effort to securely store any data. All Help for Heroes data is kept within the EU and our storage of it adheres to the EU Data Protection Directive 95/46/EC and the forthcoming General Data Protection Regulation, which will apply from 25 May 2018.

In the course of our business, we may transfer data to reputable companies outside the European Economic Area. We take steps to ensure that your information will be afforded the same level of protection as that required of us under applicable UK data protection legislation. All information you provide to us is stored on our secure servers. Any payment transactions will be encrypted using SSL (Secure Sockets Layer) technology.

Where we have given you (or where you have chosen) a password which enables you to access certain parts of our site, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.

No transmission via the internet is wholly secure, so we urge you to safeguard your data by protecting your computer with anti-virus software and ensuring your data is being transmitted securely. Any information you choose to send to us is carried out at your own risk.

We do not retain credit card or banking details on our web servers. Instead, we transfer them to a secure banking database for the purpose of collecting and recording payments. We also encrypt payment pages using SSL.

Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

Our website may contain information linked to or provided by other companies (such as third party events, etc). They are outside of our control and not covered by this Privacy Policy. Please be aware that, should you access other sites using the links provided, the operators of these sites may have a privacy notice which differs from our own.

We do not accept any responsibility or liability for such privacy policies. Please check the relevant policies before you submit any personal data to these websites.

Help for Heroes reserves the right to modify its website and/or this Privacy & Security Policy at any time.

It was last updated May 2018.

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