Our privacy and cookies policy

Hope for Food is committed to protecting your personal information and being transparent about what information we hold, whether you are a donor or volunteer, shopper or campaigner.

The purpose of this policy is to give you a clear explanation about how the HFF and all of its subsidiaries collects and uses the personal information you provide to us and that we collect, whether online, via phone, email, in letters or in any other correspondence or from third parties.

We ensure that we use your information in accordance with all applicable laws concerning the protection of personal information. This policy explains:

  • What information the HFF may collect about you;
  • How we will use that information;
  • Whether we disclose your details to anyone else;
  • Your choices regarding the information you provide to us; and

If you have any queries about this privacy policy please email: communications@hopeforfood.org.uk.

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Who we are
We are Local Food Bank and Soup Kitchen in Bournemouth and surrounding areas, where families can come and receive food, bedding, clothes, support, help and advice. This is the privacy notice of Hope for Food. In this document, “we”, “our”, or “us” refer to Hope for Food Charity.

We are charity number *********registered in UK & Ireland.

Our registered office is at 10 Felton Road, Poole Dorset BH14 0QS, United Kingdom.
Within the context of this policy ‘we’ means both the charity and its subsidiaries. This organisation are data controllers under the latest GDPR data protection rules.

Information collection

We collect information in the following ways:

  • Information you give us. For example, when you engage with our social media or message boards, make a donation to us, register for an event or otherwise provide us with personal information. When you register, we’ll ask for personal information, like your name, email address and telephone number to store with your account.
  • Information we get from your use of our website and services. We collect information about the services you use and how you use them, like when you watch a video on YouTube, visit our website or view and interact with our social media content.

Wherever possible we use aggregated or anonymous information which does not identify individual visitors to our websites. See below, under Marketing materials – to understand our purposes for processing your personal information.

Data Protection law recognises that certain categories of personal information are more sensitive. This is known as sensitive personal data and covers health information, race, religious beliefs and political opinions. We do not usually collect ‘sensitive personal data’ about our supporters unless there is a clear reason for doing so, such as participation in a marathon or similar fundraising event or where we need this information to ensure that we provide appropriate facilities or support to enable you to participate in an event.

We may also collect sensitive personal data if you make the information public or if you tell us about your experiences relating to your fundraising (for example, if you call our helpline, act as a case study or as a volunteer); however we will always make it clear to you when we collect this information from you, what sensitive personal data we are collecting and why.

Website & Survey Monkey users

In addition, if you register on our website or through a third party data collection website e.g Survey Monkey then the following will also apply:

  • All HFF websites collect personal information when you register with us.
  • The website you sign up to will collect information such as your name, email address and post code. Once you register with that website you will not be anonymous to us when you subsequently sign in.
  • As part of the registration process and continued use of HFF services, you agree that any registration information you give to HFF will always be accurate, correct and up to date. Please do get in touch should you need to amend any of your personal information.
  • We collect and retain information about your interactions with us so that we can process your interactions and deal with future queries.

Your Paypal, debit and credit card information

If you use your Paypal account, credit or debit card to donate to us we will ensure that this is done securely and in accordance through Paypal’s own secure site and the Payment Card Industry Data Security Standard. You can find our more information about PCI DSS here – https://www.pcisecuritystandards.org/security_standards/index.php

We do not store your Paypal, 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 staff authorised and trained to process payments will be able to see your card details.

If we receive an email containing any credit or debit card details, it will be immediately deleted, no payment will be taken and you will be notified about this. All donations can be made via our customer support by calling 07826 911301.

Legal basis & Legitimate Interests

When we collect and use your personal information, we will make sure this is only done accordance with at least one of the legal grounds available to us under Data Protection law.

One of these is where we have obtained your specific consent to use your information for a previously notified purpose, such as to send you email/text marketing or to provide you with a product, service or information at your request.

Another is where we have a legal obligation to use or disclose information about you – for instance, where we are ordered by a court or regulatory authority or we are legally required to hold donor transaction details for Gift Aid or accounting/tax purposes.

In certain instances, we may collect and use personal information where this is necessary in our legitimate interest as a charity, this includes being able to:

  • send direct marketing material to supporters by post or contacting them by telephone for fundraising purposes (subject to checking against the Telephone Preference Service and any existing marketing preferences). See more at Marketing Materials below;
  • conduct research to better understand who our supporters are and better target our fundraising activity. See more at Fundraising below;
  • monitor who we deal with to protect our charity against fraud, money laundering and other risks;
  • maintain and administer our donor database
  • Maintain and administer our volunteer database

In all cases, we balance our legitimate interests against your rights as an individual and make sure we only use personal information in a way or for a purpose that you would reasonably expect in accordance with this Policy and that does not intrude on your privacy or previously expressed marketing preferences.

Where we process sensitive personal data (as mentioned above), we will make sure that we only do so in accordance with one of the additional lawful grounds for processing such as where we have your explicit consent or you have made that information manifestly public. When we do this, we will tell you what sensitive personal data we are collecting and why.

Marketing Materials

We want to ensure you receive the level of information about the HFF that is right for you.

Email/text marketing:
If you actively provide your consent to us along with your email address and/or mobile phone number, we may contact you for marketing purposes by email or text message. By subscribing to HFF emails or opting in to email communication from HFF, you grant us the right to use the email for both email marketing purposes and advertisement targeting

Post/telephone marketing:
If you have provided us with your postal address or telephone number we may send you direct mail or telephone you about our work unless you have told us that you would prefer not to receive such information. We also actively check telephone numbers against the Telephone Preference Service and will only make telephone calls to you where your telephone number is listed on the TPS if you have specifically told us that you do not object to such calls and have consented to receive them.

Your choice:
It is always your choice as to whether you want to receive information about what we do, how we fund raise and how you can get involved as volunteer. If you do not want us to use your personal information please indicate your preferences on the form on which we collect your data.
You may opt-out of our marketing communications at any time by clicking the ‘unsubscribe’ link in at the end of our marketing emails sending us an “opt-out” text message, following the instructions we provide you in our initial text.
You can also change any of your contact preferences at any time (including telling us that you don’t want us to contact you for marketing purposes by telephone, or by post) by writing to 10 Felton Road, Poole BH14 0QS 07826 911301 or info@hopeforfood.org.uk

We will not use your personal information for marketing purposes if you have indicated that you do not wish to be contacted by us for such purposes. However, we will retain your details on a suppression list to help ensure that we do not continue to contact you.

Fundraising
We carry out fundraising activity to ensure that we are contacting you with the most appropriate communication, which is relevant and timely and will ultimately provide an improved experience for you. Such information is data about you or information that you have already provided to us.

This activity assists us in understanding the background of the people who support us and helps us to make appropriate requests to supporters who may have the means and the want to give more. You can opt out of your data being used by contacting info@hopeforfood.org.uk

Recipients of services

The HFF may disclose your personal information in the following circumstances:

  • To other HFF entities, schools or service suppliers providers only to deliver products or services requested from us where, for example, we use a separate company to deliver goods to you or you are a recipient of a donation.
  • To third parties who provide a service to us and are data processors. This would include our trusted partners that work with us in connection with our charitable purposes, and other entities that act as fundraisers for HFF, provide HFF information and marketing (subject to your communication preferences and our internal policies and procedures). We require these third parties to comply strictly with our instructions and data protection laws and we will make sure that appropriate controls are in place. We enter into contracts with all of our data processors and regularly monitor their activities to ensure they are complying with HFF policies and procedures.
  • Where we are under a duty to disclose your personal information in order to comply with any legal obligation (for example to government bodies and law enforcement agencies), or in order to enforce or apply our rights (including in relation to our website or other applicable terms and conditions) or to protect HFF, for example in cases of suspected fraud or defamation.

Rest assured, we will never share, sell or swap your details with any third parties for the purposes of their own marketing or the monetising of your data.

HFF helpline
If you contact our helpline then it will only our volunteers that will use this personal information and only for the purposes of responding to your enquiry. They will not pass the personal information on to anyone else without express permission except in exceptional circumstances to comply with the law. Your personal information and details of your enquiry will be recorded for quality and monitoring purposes and stored on a secure database. Your details will not be used for marketing purposes. If for any reason you want your details removed from these records, please contact the HFF Helpline on 07826 911301.

Under 18s
We are committed to protecting the privacy of the young people that engage with us through our fundraising support services for young people on our website, at events and at schools.

Our fundraising events also request specific information about the age of participants. If you are under 18 and would like to get involved, please ensure that you have consent from a parent or guardian before giving us your personal information. When we collect information about a child or young person aged under 18 we will make it very clear as to the reasons for collecting this information and how it will be used.

Inappropriate website content
If you post or send any content that we believe to be inappropriate, offensive or in breach of any laws, such as defamatory content on our forums or social media pages, we may use your personal information to inform relevant third parties such as your internet provider or law enforcement agencies.

Keeping your personal information
We keep your personal information only for as long as required to operate the service in accordance with legal requirements and tax and accounting rules. Where your information is no longer required, we will ensure it is disposed of in a secure manner.

Your rights to your personal information
Under the Data Protection Act 1998 you have a right to request a copy of the personal information we hold about you and to have any inaccuracies corrected. You also have the right to request us to erase your personal information, request us to restrict our processing of your personal information or to object to our processing of your personal information.
Should you wish to exercise these rights we require you to prove your identity with two pieces of approved identification.

Please address requests to the Data Protection Officer, 10 Felton Road, Poole BH14 0QS and we will respond within 30 days, of receipt of your written request and confirmed ID. Please provide as much information as possible about the nature of your contact with us to help us locate your records. We reserve the right to charge a fee of £20 for this process.
Where you have provided your consent for our use of your personal information, you always have a right to withdraw your consent at any time.

Changes to this privacy policy
We may update the terms of this policy at any time, so please do check it from time to time. We will notify you about significant changes in the way we treat personal information by sending a notice to the primary email address you have provided to us or by placing a prominent notice on our website(s). By continuing to use our website you will be deemed to have accepted such changes.

Complaints compliments or comments
If you are unhappy with our work or something that we have done or failed to do, we want to know about it. We also welcome your views on what we do well. Your comments enable us as an organisation to learn and continuously improve our services.
Please find further information about giving us feedback, or lodging a complaint on the following page of our website:
Lodge a request on our feedback form