Policies

Privacy
Notice

The HelpLine is a registered charity, charity registration number: 1203238.  This privacy notice states the legal basis for The HelpLine to hold and use information about  you and explains how we use any personal information we collect about you. 

We collect and use information about you on the legal basis that doing so is within the  purposes of our legitimate interests which do not infringe your interests and rights and we  comply with data protection laws. 

What information do we collect about you? 

HelpLine callers, support emails and live chat 

When you call The HelpLine or contact us for support by SMS/WhatsApp, we may note  information you voluntarily and freely give us, including the name you wish to use during the  call, gender, circumstances and brief notes regarding the issue you have contacted us about  which may include details of your health and personal circumstances.  

Other Contacts 

When you contact The HelpLine by Webchat or other means we may record the name you  wish to be called during our call and a brief note of the purpose of the communication. 

How do we use the information about you? 

HelpLine callers, support emails and webchat chat 

The information we collect about you is used by our staff and volunteers so that they can  support you. We keep your non-identifiable personal information for 7 years in order to better  assist you should your issue be ongoing or further support be required at a future date. We  record some statistical information from each call and email to report on and improve our  service. This includes information about gender, the issue you contacted us about, your  professional background and practice jurisdiction. This information never reports about specific people.  

We will only share your information if you have expressly given us permission to do so e.g., to call an ambulance. 

Other contacts 

We keep your personal information to help us contact you in the ways in which you have  asked us to make contact. For example, if you contact The HelpLine to receive a copy of our  newsletter, or asking you to volunteer with us in ways you have expressed an interest in. 

We will not share your information with third parties or for marketing purposes unless you have expressly given us permission to do so. 

Access to your information and correction 

You have the right to request a copy of the information we hold about you. If you would like  a copy of some or all your information, please email or write to us at the address given at the  end of this notice.

We want to make sure that your personal information is accurate and up to date. Please ask  us to correct or remove any information you think is inaccurate. 

The right to request erasure (also known as the right to be forgotten) 

You have the right to ask for the deletion or removal of personal information where there is  no compelling reason for it to be kept but, if the purposes for which the information was  collected still exist, The HelpLine will be entitled to keep the information. Any request for  erasure should be sent to the email address below. 

The right to complain 

If you are concerned about the way The HelpLine deals with your personal information you  have the right to complain to the Information Commissioners Office. You can contact them  by calling 0303 123 1113 or go online to www.ico.org.uk/concerns. 

Changes to this notice 

We review this notice from time to time and updates will be put on our website  https://theHelpLine.org.uk 

How to contact The HelpLine 

Please contact us if you have any question/s about this notice or the information we hold  about you by emailing info@theHelpLine.org.uk

May 2023a