Privacy Policy 2018-03-01T10:59:08+00:00

Privacy Policy

Norfolk Carer Support (working name Norfolk Family Carers) is committed to protecting privacy and personal information gathered about individuals who engage with our organisation.

This policy explains when Norfolk Carers Support gather personal information, how it is used and kept secure. It applies to information we collect about:

  • Visitors to websites and social media
  • People who use our service
  • Job applicants and our current staff and volunteers and former employees and volunteers
  • Complainants and other individuals in relation to a data protection or freedom of information request
  • Individuals/funders making donations

Norfolk Carers Support is a registered charity (number 1155684) and company limited by guarantee (number 08565078).

Norfolk Carers Support is registered as a data controller with the Information Commissioner for the United Kingdom.

Information gathered

Where we do request or hold any personal information about an individual we will:

  • Give you a description of the information to be held
  • Why we are holding it
  • Who it could be disclosed to where relevant
  • Let you have a copy of information held if required

Our website

Norfolk Carers Support is a website built on the WordPress platform and hosted with a third party service via Pollywiggle Web Design and Marketing Solutions.

When someone visits our website we use a third party service, Google Analytics, which also collects information about how people gain access to our website and details of visitor behaviour patterns. We use this data to understand the traffic to certain parts of our site. This information is processed in such a way that no individual will be identified.

Google are not sanctioned to attempt to identify any individual that visits our site either on their own behalf or on behalf of Norfolk Carers Support or any other organisation.

Where we do need or wish to collect personal information from our website we will make this clear and explain what we intend to do with it.


Where you ask to subscribe to our newsletter the request is managed by MailChimp which is an automated email platform designed to gather email information and create lists to be used to contact clients at their request.

The personal information used on this platform will not be used for any purposes other than those specifically indicated during the sign up process.

MailChimp and/or their staff are not sanctioned to use the personal information gathered for any reason.

Get in Touch

We have a Get in Touch area on our website which allows an individual to ask us to contact them and this area does ask for name and email address only. This generates an email direct to Norfolk Carers Support.


We gather personal information about an individual when they use our website or social media to:

  • Make a donation

The personal information we collect will include:

  • Name
  • Address
  • Email address
  • Telephone number
  • Debit or credit card detail
  • Direct debit details
  • Eligibility for Gift Aid where this option has been selected

We will use the personal information to:

  • Solely process and record the donation made.
  • To send out information about our products and services only where requested.

When using our secure online donation facility you are routed through to our online donation service provider, Charities Aid Foundation. The information provided will only be used to allow the transaction to take place. If any questions regarding secure transactions please contact us.

We will also use your name only to record your donation in QuickBooks, our accounting system. Where the individual has asked for the donation to anonymous your name will not be recorded.

Users of our services

In order to provide the service(s) requested by an individual it is necessary to hold details to allow us to provide the service(s) required. Norfolk Carers Support only use the personal details provided to provide that service and other closely related purposes. For instance we may use information provided to carry out a survey to get feedback about our service.

Where individuals have asked to receive information from our services they can chose to cancel their request at any point by contacting us in any way.

There may be occasions when to provide the support required it is necessary to provide information to a third party organisation. We will not disclose any information without the consent of the individual. However, there may be rare occasions where there appears to be a clear need to safeguard the welfare of the individual or his/her family and it may be necessary for us to contact the relevant authorities to address the situation.

Online Customer Management System

We store information about users of our service on an online Customer Management system called Charitylog which is served by Dizions Limited. Charitylog is accredited to ISO27001:2005 Information Service Management Standard and is registered with the Information Commissioners Office. Charitylog and their employees are not allowed to disclose any personal information to third parties or use the information in any way other than that described in the contract with Norfolk Carers Support. Any confidential formation within the system remains the property of Norfolk Carers Support.

Job Applicants, current and previous staff

Any information provided during a recruitment process will only be used during and as part of the application process.

Where we want to use the information provided to contact a third party i.e. referee or Criminal Records Bureau the individual will be informed of our intentions unless the disclosure is required by law.

We will retain personal information about unsuccessful candidates for 6 months after the recruitment process has completed. The information will them be destroyed and/or deleted.

Where an individual takes up employment with Norfolk Carers Support a file will be created in relation to their employment. This information is kept securely and only used in relation to that individual’s employment. Where their employment ceases the staff file will be retained in accordance with our retention policy and destroyed/deleted at the appropriate date.


If we receive a complaint from an individual we will create a file outlining the details of the complaint. This will normally contain personal information about the complainant and may include information about others where directly related to the complaint.

This information will only be used to process the complaint and review the service provided. Any statistics compiled or reported about complaints will be be in a form that does not allow for identification of any individuals.

To properly investigate the complaint it may be necessary to disclose the identity to whoever the complaint is about. Where an individual does not wish information about them to be disclosed we will always try to respect this but it may not be possible to handle a complaint anonymously.

Any information contained in complaint files will be retained in line with our retention policy and stored securely with access limited to those who ‘need to know’.

Links to other Websites

This privacy notice does not extend to cover any links within our website or social media to other websites or social media pages. We encourage you to read the privacy statements on the other websites/social media pages you may visit.

Storage and retention of data

Any information you provide will be stored securely and treated in accordance with the Data Protection Act 1998. We are legally required to hold some types of information to fulfil our statutory requirements (for example the collection of Gift Aid). We will hold you information securely on our systems only for as long as is necessary for the purposes agreed.

We try to ensure we meet high standards where collecting and using personal information and we will take seriously any complaints about this matter. We would encourage you to bring to our attention if you consider any aspects of the collection or use of information is unfair, misleading or inappropriate.

Access to Information

You have a right to ask for a copy of the personal information Norfolk Carers Support holds about you and to ask for an inaccuracies to be corrected or for information to be removed.

To make a request to any personal information which may be held by Norfolk Carers Support you will need to put in written request to:

Norfolk Family Carers

First Floor

69-75 Thorpe Road



Changes to Privacy Policy

Norfolk Carers Support may make changes to the Privacy Policy at any time. Where changes are made reference to and information about the change will be notified on our website.

Contact us

If you have any queries about this policy please contact us at