Privacy Policy

INTRODUCTION

This policy outlines how Improving Lives Plymouth collects, uses, stores, and protects personal information provided by members of the public via our website, telephone, in-person, or in writing. It also explains how individuals can manage their personal data and exercise their rights under data protection laws.

We take your privacy seriously and are committed to protecting any personal data you share with us.

Improving Lives Plymouth is registered with the Information Commissioner’s Office (ICO), registration no. Z4957486. If you have any questions about this policy, please contact our Data Protection Officer using the details at the end of this document.

Please note that this policy may be updated from time to time.

OUR PRIVACY STATEMENT

Improving Lives Plymouth complies fully with the General Data Protection Regulation (GDPR). We are committed to ensuring:

Personal information is only used for the specific purpose for which it was collected.
Only necessary information is collected.
Access to personal data is restricted to those who need it.
Personal data is not shared without consent unless required by law.
Data is kept only for as long as needed.
Information is kept accurate and up to date.
Data is protected from unauthorised access or disclosure.
Individuals can request access to their data and request corrections or deletion.
These standards apply to both paper and electronic records.

HOW DO WE COLLECT INFORMATION

We collect personal information when you:

Make an enquiry about our services or activities.
Are referred to one of our services.
Contact us by phone, email, or in person.
Submit a form (e.g. online or in writing).
Provide feedback or a compliment.
Make a donation.
Participate in one of our services or activities.

We may also receive your information from third parties acting on your behalf (e.g. relatives, carers, or referring organisations).

WHAT INFORMATION DO WE COLLECT

The personal information we collect may include:

Name, address, telephone number, email address, and date of birth.
Next of kin or emergency contact details.
Details of your enquiry or support needs.
Equality and diversity data to monitor the reach and accessibility of our services.
Sensitive personal data (such as health or offence-related information) when necessary to provide services or fulfil our funding obligations.

We also collect anonymised website data to monitor usage and improve user experience (see section on Cookies).

Photographs may be taken with your explicit consent for use in publicity or reporting.

HOW DO WE USE YOUR INFORMATION

We use your personal information to:

Deliver and manage the services or support you have requested.
Meet contractual and funding requirements.
Monitor and evaluate our services.
Respond to your feedback or enquiries.
Contact you about your experience with us or for research purposes (e.g. satisfaction surveys).

We will only use your information for the purposes stated above and will not share your information without your consent unless required by law or safeguarding concerns. Where appropriate, we may share your data with trusted partners, such as local authorities or funders, but only when necessary for service delivery or legal compliance.

If you donate or offer positive feedback, we may contact you to thank you or seek consent to share your story—but only with your permission.

YOUR CHOICES ABOUT CONTACT

You can choose whether to receive updates about our work and fundraising. If you no longer wish to be contacted or want to change how we contact you, please get in touch using the contact details provided.

ACCESSING OR CHANGING YOUR DATA

You have the right to:

Access your personal data.
Request correction of inaccurate or incomplete data.
Request deletion of your data (the “right to be forgotten”).
Request that we temporarily stop processing your data.

To make a request, please contact our Data Protection Officer. Click here to use our Subject Access Request Form to help us process your request efficiently.

DEVON AND CORNWALL CARE RECORD (DCCR)

Improving Lives Plymouth participates in the Devon and Cornwall Care Record (DCCR), a shared system that allows authorised health and care professionals across the region to access up-to-date information about your care. This helps ensure that those supporting you have the information they need to provide safe, joined-up care.

We may view or contribute to your DCCR record where relevant and appropriate to the services we provide you. This access is strictly controlled, logged, and limited to staff involved in your care and support.

You have the right to opt out of the DCCR if you do not want your information to be included. To find out more about the Devon and Cornwall Care Record or to opt out, visit: https://www.devonandcornwallcarerecord.nhs.uk

INTERNATIONAL TRANSFERS

Your personal data is stored and processed within the UK and the European Economic Area (EEA). We do not transfer your data outside these regions unless otherwise stated in specific privacy notices.

CHILDREN AND YOUNG PEOPLE

We primarily serve adults, but where we engage with individuals under 16, we are committed to protecting their privacy. Where appropriate, we will seek parental or guardian consent before collecting personal data. Where we work directly with a young person, we will respect their wishes regarding information sharing, unless safeguarding concerns override this.

PROTECTING YOUR INFORMATION

We take appropriate measures to protect the confidentiality, integrity, and availability of your personal data. Data is stored securely both online (using encrypted systems and secure servers) and offline, and access is restricted to those who need it.

When no longer needed, data is securely deleted or anonymised in accordance with our Data Retention Policy.

COOKIES

Our website uses cookies to improve your experience. Cookies are small files stored on your device that help us analyse website traffic and usage (e.g. via Google Analytics). These cookies do not identify you personally.

You can manage or disable cookies through your browser settings. For more details, visit AboutCookies.org.

COPYRIGHT AND TRADEMARKS

All content on the Improving Lives Plymouth website is protected by copyright and intellectual property rights. You may print or copy content for personal, non-commercial use. Other use, including reproduction or distribution, requires permission.

CONSENT

By providing your personal information, you consent to it being used as outlined in this policy.

Where applicable, we will provide you with a tailored privacy notice explaining specific data uses related to your involvement with our services.

If you are referring someone else to us, please ensure they are aware and give their consent unless they lack capacity.

EXTERNAL LINKS

Our website may contain links to other organisations’ websites. Please note that this privacy policy only applies to Improving Lives Plymouth. We are not responsible for the privacy policies of other websites.

UPDATES TO THIS POLICY

We may occasionally update this policy. The latest version will always be available on our website. Continued use of our services or website after changes are made indicates your agreement with the updated terms.

DATA PROTECTION REGULATOR

Further information and advice about data protection is available from:

The Office of the Information Commissioner
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Tel: 0303 123 1113

Website: www.ico.org.uk

CONTACTING IMPROVING LIVES PLYMOUTH

For further information or specific requests relating to this statement please contact:

Data Protection Officer
Improving Lives Plymouth
Ernest English House
Buckwell Street
Plymouth
PL1 2DA

Tel: 01752 241052

E-mail: admin@improvinglivesplymouth.org.uk