At Childlife we respect the privacy of our supporters, volunteers and visitors to our websites. This Policy is concerned with how we collect information, what we do with it and what controls we have in place to keep your personal data safe.

This policy explains how we handle your personal information in connection with our websites, social media pages, and all our printed and electronic communications.

In this Policy references to Childlife or to ‘we’ or ‘us’ are to Childlife which is a registered charity in England and Wales 1080536. A non-profit making company limited by guarantee. Registered in England No. 3696656 at Westmead House, Farnborough, GU14 7LP. Our ICO registration number is Z6804351.

What information do we collect?

In connection with our supporters we collect various personal information such as name, postal address, telephone number, email address, social media account name, date of birth (where appropriate), information about your communication preferences and financial information connected to donations including Gift  Aid. If you volunteer to assist us with PR or case studies we may take your photograph or a video.

When you sign up for our newsletter or use our website we may also record details of your IP addresses, a rough geographical location and details of the device you are using.

If we purchase from third party the file may also contain lifestyle information, utility provider or life insurance provider.

It is unusual for us to specifically record sensitive data about supporters, the exception being it we record details of any access needs or dietary needs if you are attending an event.

We collect this information only in connection with specific purposes, such as fundraising campaigns, newsletter circulation, new donor acquisition, direct debit set-up, donation activity and feedback.

The information is either needed to fulfill your request, help us to support and promote the organisation and enable us to provide you with a more personalised service. Childlife also uses cookies. Please see “Cookies and how they benefit you” below.

Where and when we collect your information?

  • We collect your personal information in a number of ways:
  • When you provide it to us directly as part of our new donor acquisition campaign.
  • When you visit our website.
  • From publicly available sources (where possible)
  • We purchase compliant consumer data for use in our telephone marketing campaigns to recruit new donors. Only information that the data subject has provided is used;
  • This data will have been collected on a telephone survey, competition site, a face-to-face iPad survey, or similar.

How and why we use your personal information?

Personal information collected and processed by us may be used, for the following purposes:

  • To manage our relationship with our supporters including processing of donations.
  • To update you on our activities and your relationship with Childlife where you have consented to receive such communications from us
  • To analyse and improve the services offered on our websites by providing you with the most user-friendly navigation experience we can for your computer or other internet device. You can go to our cookies policy on our website which gives you information about this and how to manage your off cookies if you so wish.
  • To process your personal information for the purposes of customer analysis, assessment, profiling and direct marketing. We do this on a personalised or aggregated basis, to help us with our activities and to provide you with the most relevant information.
  • To promote the organisation in newspapers, social media, and internet in general.
  • To keep your information up-to-date using external databases such as the Post Office’s National Change of Address database. To develop our systems and relationships with you.

When we are legally required to hold certain personal information to fulfil our statutory and contractual obligations:

  • The collection of Gift Aid and transferring of Gift Aid information to HM Revenue & Customs
  • Bank details in connection with Direct Debits.
  • Administration and archiving including contacting you if we require further information to process your joining form.
  • Transferring your personal data to organisations we work with to help achieve our charitable objectives (see below section on information sharing for a list of our data processors.
  • Maintenance of a do not contact list.
  • To understand fully how third-party organisations that we work with will process your connection with processing your donation to Childlife or distributing newsletters, you should check their Privacy Policies carefully.

Consent and Legitimate Interest

If you are a new donor, when we collect any personal information, you will be given the option to opt-in to receive specific marketing communications from us by post, Email, telephone and SMS. Where you agree, we may send you information about our campaigning, donation activity, services, products, fundraising and other activities.

For existing donors if you have not opted out of phone or mail we will rely upon our legitimate interests to contact you; we will always ensure that your privacy rights are given due consideration and any potential harm is identified before processing data in this way.

If at any time you want to alter your preferences or request that we stop communicating with you click unsubscribe on any newsletter mailing or let us know by calling us on 01252 628072 or sending an email to


We will not make marketing calls to you if you are registered with the Telephone Preference Service (TPS) unless you have given us consent that you are happy to receive calls from us.

You may still receive other types of telephone calls from us as long as they are not marketing calls such as checking your Direct Debit mandate for example. We do outsource some of our telemarketing activities but we will only ever use carefully selected organisations which operate in a sympathetic manner to the Charity.

If one of our Data Processors or Partners call you, the telephone call will be recorded and, or monitored for the purpose of quality control and for staff training.  Calls direct from Childlife are not recorded.

With whom do we share information?

We will never sell or rent your personal information to other organisations. With the exception of allowing Data Processors access to your information to assist us with our processing activities, we will only ever disclose personal information when obliged to so by law, for purposes of national security, taxation, safeguarding and criminal investigations.

Your data made be shared with our Data Processors, Partners or Third Parties who will assist us with the following activities.

  • Processing your Direct Debit and card payments.
  • Keeping you updated on our services and activities, via mail, post, telephone and SMS, including the processing, transmission, mailing or delivering communications or orders.
  • Answering customers’ questions about services, and providing customer analysis,
  • Appointment of external auditors/advisors
  • Professional advisors or the police or social services, for example if we need to protect and defend the rights, property or personal safety of Childlife or in the unlikely event that we receive a complaint about any content you have posted or transmitted to from our website or one of our social media accounts.
  • Being acquired or merged with another legal entity.
  • We may disclose aggregate statistics about our site visitors, supporters, customers and sales to describe our services and operations to prospective partners, advertisers and other reputable third parties and for other lawful purposes, but these statistics will never contain any personal information.
  • Running an event in partnership with other named organisations.

Below are the companies we use to process direct debits on our behalf: –

– Gather Campaigns Ltd
– Aurora Telecom
– Evergiving
– Altru Fundraising Ltd
– Ethicall Ltd
– Access Group
– Ideal Host

Companies we use to send updates on our activities:

– Precision/KPM
– Message Bird
– Charity Digital

Companies we use to process one-off donations:

– WorldPay
– Stripe
– iZettle

Companies we use to process continuous card payments:

– Stripe
– RaiseNow
– Gather Campaigns Ltd
– Altru Fundraising Ltd

Our Financial Support Services:

– DSK Partnership LLP

In the event that our organistion merges with, or is taken over by another it will be necessary to share data with that new legal entity, however you will be advised of this before the transfer is made.

Storing your information

Information which you submit to us is processed in the UK and European Economic Area (EEA).

Whether your personal data is processed and stored by Childlife or a third-party organisation on our behalf, we remain responsible for keeping it safe and secure

We only keep information for as long as is necessary to achieve our stated purposes, or where we are obliged to do so in accordance with other legislation or relevant regulations.  Please see below for retention period by processing activity.

Financial information – 7 years from transaction
Supporters – 2 years after last donation or relationship ends
Volunteer records – 6 years after relationship ends
Newsletter / Mailing subscribers / Prospects – Ongoing whilst consent is valid, and then 2 years after period of inactivity
Images and Photos – Ongoing whilst consent is valid, each time of use consent is renewed and once consent no longer given, image destroyed.
Call recordings – 3 months from call
Information required to defend or take legal actions and for legal purposes – Information will be retained for as long as the matter is live and then a further 10 years after the matter is concluded.

In order to allow us to perform statistical analysis and use information purely for research purposes we shall fully or partly anonymise the data in which case the information may be retained indefinitely.


We never knowingly process the personal details of persons under the age of 18, and this would include online donations or orders for goods or services.

Your rights / Lodging a complaint

Other websites

Our website contains hyperlinks to other websites. This Privacy Policy only applies to this website so when you link to other websites you should read their own privacy policies.

Please let us know if a link is not working (use the ‘Contact us‘ link which can be found on our website).

In purchasing goods or services from any of the companies to which any Childlife sites links, you are forming a contract with the company(s) concerned (agreeing to their terms and conditions), not Childlife.

Using our social media pages

While this statement covers our privacy practices and how we will use any information collected from our websites and social media pages, it doesn’t cover how providers of social media websites will use your information.

You should read the social media site’s privacy policies before adding any content to our social media pages. Make use of the social media site privacy settings and reporting mechanisms to control the way that your information is handled.

Posting content on our websites and social media pages

Remember that the internet provides instant worldwide access. Any information that you provide will potentially be viewable worldwide instantly.

Our social media pages are not moderated so if you post comments about other people, it’s not only your privacy that is at stake. Protect your friends’ privacy and their reputation. Be careful about uploading any content that may show you or your friends in compromising situations and be aware that other users may abuse the content you have provided. If you want to have a post removed, please contact the Childlife office on 01252 628072 or email for this request to be reviewed.

Please don’t provide information about yourself or other people unless you’re sure that they are happy to have it made public. In particular, don’t provide any information about others without their consent where that information might identify them, such as:-

  • Names
  • Tagged photos
  • Location
  • Distinguishing marks

Under no circumstances make public other peoples’ home address, email addresses or contact numbers.


We have proportionate security measures in place to protect against the loss, misuse and alteration of personal information under our control. Whilst we can’t ensure or guarantee that loss, misuse or alteration of information won’t occur, we’ll use standard industry methods to prevent this.

Unfortunately, the transmission of information across the internet isn’t completely secure and whilst we do our best to try to protect the security of your information we can’t ensure or guarantee that loss, misuse or alteration of information won’t occur whilst you or we are transferring this information.


If you register to become a volunteer, we will use your information to process your application, for administration purposes, to keep you updated with how you can get involved and to ensure that you are receiving the right information. We will ask you to give us consent to send you fundraising information and update you with the latest news about our work.

This statement may change from time to time, for example, if the law around data protection or information governance changes or for operational purposes. We advise you to visit this page regularly to keep up to date with any changes. If you have a relationship with us and we make substantive changes to this Policy, we will communicate those changes to you directly.

Your Rights

The Data Protection Act 2018 and GDPR affords you certain rights and these are listed below for your convenience:-

  • You have the right to access a copy of the personal information we hold about you by making a Data Subject Access Request (DSAR), you can do this by phone, in writing or by email using our contact details below. We will just have to verify your identity before we can proceed.
  • You have the right of rectification to amend, rectify or update your personal information and ensure we maintain accurate and up-to-date records and or data about you.
  • You have the right to erasure, also known as ‘the right to be forgotten’.
    The broad principle underpinning this right is to enable an individual to request the deletion or removal of personal data where there is no compelling reason for its continued processing by Childlife.
  • You have the right to ‘block’ or suppress the processing of your personal data.
    Processing of your personal information may be restricted in the event it is no longer essential to support the use of services provided to you and is no longer needed for any contractual, legal or financial reasons. In those cases, Childlife is permitted to store the personal data, but not further process it.

Childlife may retain just enough information about you to ensure that any restriction is respected in the future.

  • You have the right to data portability which allows individuals to obtain and or reuse their personal data for their own purposes across different services. It allows you to move, copy or transfer personal data easily from one IT environment to another in a safe and secure way, without hindrance to usability. This right does not apply to Childlife.
  • You have the right to object to the processing of your personal information based on consent, our legitimate interests or the performance of a task in the public interest or exercise of official authority including profiling activity, direct marketing including profiling activity; and processing for purposes of scientific and or historical research and statistics.
  • You have the right to be made aware of any automated decision-making that is made about you without any human involvement, and/or profiling of your personal information by Childlife.
  • You have an absolute right to ask us to stop sending you direct mail or marketing emails.

For some processing, you will have given us permission to process your information, and in these cases, you can withdraw your consent at any time however, we may still need to retain some of your personal information for legal or contractual purposes.

It may be necessary to activate some of these rights that you will need to confirm your identity.


In the unlikely event that you are unhappy with our response, you can lodge a complaint at the address below.
The CEO, Childlife, Westmead House, Westmead, Farnborough, GU14 7LP  or call Childlife on 01252 628072

If you require a full copy of our Data Protection Policy, please contact us, to request one.

Finally, if you are unhappy with how we have processed your information, you have the right to lodge a complaint with the Office of the Information Commissioner, contact details below.

Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

Helpline: 0303 123 1113 (local rate) or +44 1625 545 745

This Privacy Policy was updated August 2023 (V5).

This statement may change from time-to-time, for example, if the law around information changes or for operational purposes.  We advise you to visit this page regularly to keep up to date with any changes. If you have a relationship with us and we make substantive changes to this Policy, we will communicate those changes to you directly.