Policies

View our policies and procedures

Privacy & data protection

1. Who are we?

The Wildlife Trusts are a movement of more than 800,000 members, 40,000 volunteers, 2,000 staff and 600 trustees, from a wide range of backgrounds and all walks of life.

For more than a century, we have been saving, protecting and standing up for wildlife and wild places, increasing people’s awareness and understanding of the natural world, and deepening people’s relationship with it.

Our roots are local. Each Wildlife Trust has been formed by groups of active and motivated people getting together to make a difference where they live and work.

We look after more than 2,300 nature reserves, covering 98,500 hectares, and operate more than 100 visitor and education centres in every part of the UK, on the Isles of Alderney and Man.

We work on land and sea, from mountain tops to the seabed, from the remotest wilderness to city streets. Wherever you are, our people, places and projects are never far away.

We work productively with more than 1,800 companies, with other environmental organisations, community groups, local authorities, national governments, schools, universities, lotteries, charitable trusts and foundations, fishermen, divers, farmers, landowners, politicians from across the political spectrum, and more.

There are 37 individual Trusts covering England, five in Wales and single Trusts covering each of Scotland, Northern Ireland and two Crown Dependencies. Wherever we work, we are accountable to people who live nearby.

The Trusts are supported in doing this by a central charity, RSWT (the Royal Society of Wildlife Trusts), the purpose of which is “to lead the movement’s development, to build trust and to represent the interests of the movement whenever a strong united voice is required”.

2. Our commitment to your privacy

We are committed to keeping the personal details of our members and supporters safe. This policy explains how and why we use your personal data, to ensure that you remain informed and in control of your information.

Any references to Surrey Wildlife Trust, the Trust, or to ‘we’ or ‘us’ refer to:
• Surrey Wildlife Trust. We are a registered charity in England and Wales, and our registered charity number is 208123.
• Surrey Enterprises Limited, our charitable trading company; (registered company number 02808025). The company is a wholly owned subsidiary of Surrey Wildlife Trust, which trades only to raise funds for our charitable organisation.

We use three key definitions to describe people mentioned in this policy. These are definitions used by the Information Commissioner’s Office (ICO), the UK’s independent body set up to uphold information rights (www.ico.org.uk)

• ‘Data subject’: this is you, one of our loyal members and supporters. As the data subject, we respect your right to control your data.
• ‘Data controller’: this is us, the Surrey Wildlife Trust. With your permission, we determine why and how your personal data is used (as outlined in this policy).
• ‘Data processor’: this is a person, or organisation, which processes your data on our behalf, with your permission. For example, this might be a mailing house who sends your membership magazine to you, on our behalf (due to the size of our organisation, it’s more cost-effective to outsource ad-hoc and large-scale tasks like this).

When we work with other organisations or individuals in this way, we always set up a written contract with them to protect your data. The third parties we work with at no point ‘own’ your data, so you will never hear from them independently and they will always delete your data from their systems when they have completed the task in hand. We always send your data to partner organisations securely, to minimise the risk of it being intercepted by unknown individuals and/or organisations.

We will never sell your personal data.

Should you wish to find out more about the information we hold about you, or about our privacy policy, please contact us:

Marketing department
Telephone: 01483 795445
Email: info@surreywt.org.uk.org
School Lane,Pirbright,Woking, GU24 0JN
Our office hours are Monday – Friday, 9am – 5pm.

3. Why do we collect your personal data?

We use your personal data to keep in touch with you.

We will only ever collect, store and use your personal data when we have an identified purpose and reason to do so. The ICO refers to this as a ‘lawful basis’. Further information about why we collect your personal data is outlined below.

a) To administer your Surrey Wildlife Trust membership

We collect your personal data to administer your membership, which may involve:
• Sending you your membership welcome pack when you first join us
• Processing your Direct Debit subscription payments, if you have set this donation process up with us
• Sending you your membership renewal letter
• Getting in touch should there ever be any issues processing your subscription payment

The ICO define the lawful basis for processing your data for these purposes as ‘contractual’.

b) To send you items purchased from our online shop, including event bookings

We collect your personal data to send you:
• items you have purchased from our online shop
• information about events you have booked onto

The ICO define the lawful basis for processing your data for these purposes as ‘contractual’.

c) To send you information about our work and ask for your opinion

We also collect your personal data so that we can send you information about our work that we feel will be of interest to you. This includes your membership welcome pack, membership magazine, fundraising appeals, events, campaigning opportunities, membership, services, products, newsletter requests, feedback, competitions and other activities, as well as information about other carefully selected organisations that we work in partnership with (such as Vine House Farm’s bird seed catalogue). From time to time, we may also use your personal data to ask for your opinion about our work.

This information is in addition to that outlined in sections a) and b) and is defined as ‘direct marketing’ by the ICO.

i) Joint and family membership

If you are a ‘joint’ or a ‘family’ member of our Wildlife Trust, we will address communications to all those listed on your membership. If you wish to update this at any point, please let us know.

ii) Gift membership

If your Wildlife Trust membership was purchased as a gift, we will use the address provided by the purchaser to send you information about our work in the post. We will send a “renewal letter” to the person who bought you the gift and then a further reminder to you if the gifter does not renew, to see if you would like to continue supporting our charity.

iii) When your membership has ended

Unless we hear from you directly, we will continue to send you information about our work for up to 6 months after your membership has ended. This is just in case your support was cancelled accidentally, by for example changing your bank account details, and you wish to update your details with us.

Your personal data also helps us to get to know you better and to develop a ‘profile’ of you on our secure supporter database. This ‘profile’ enables us to send you the information listed above in a timely and relevant way, to suit you. For example, keeping track of the donations you make to our organisation helps us to send you information about fundraising appeals that we feel you would like to hear about. Likewise, keeping a record of your wildlife interests that you may tell us about in one of our Membership Surveys, helps us to send you relevant project updates.

As defined by the ICO, we use two different lawful bases for processing your data for ‘direct marketing’ purposes:

i) Legitimate interest
This is where we have identified a genuine and legitimate reason for contacting you, which crucially does not override your rights or interests

We use legitimate interest to send you the information listed above by post or telephone (if you are not registered with the Telephone Preference Service, and you have given us your telephone number).

ii) Opt-in consent
This is where you have given us express permission to contact you by particular communication channels.

We use opt-in consent to send you the information listed above by email, text message (SMS) or telephone (if you are registered with the Telephone Preference Service)

We respect your right to update the way we get in touch with you about our work at any time.

d) To enable you to volunteer with us
If you are a Surrey Wildlife Trust volunteer, we collect your personal data so that we can keep in touch with you about (for example):

• information to keep you up to date with volunteering
• changes to planned volunteer programmes that you may be taking part in
• the positive impact you have on our work, by sending you our volunteer newsletter
• dedicated volunteer thank-you events

As defined by the ICO, the lawful basis for processing your data for these purposes is ‘contractual’ (where administering your volunteer record) and ‘legitimate interest’ (when sending you information about our work).

4. What kind of personal data do we collect? How do we collect it?

a) Basic information
We will usually collect basic information about you, including your name, postal address, telephone number, email address and your bank details if you are supporting us financially.

Most of the time, we collect this data from you directly. Sometimes this is in person; other times, it is over the telephone, in writing or through an email.

b) Getting to know you better
We also collect information about you that helps us to get to know you better. This may include:

• information about your wildlife interests, which you tell us through our Membership Surveys
• records of donations you’ve made towards fundraising appeals
• your preferences of how you would like us to contact you
• feedback about your volunteering experience through our Volunteer surveys
• records of events you’ve attended, or campaigns, volunteering or other activities that you’ve been involved in

Sometimes we will collect other information about you such as your date of birth and gender. When we do so, we will be very clear as to why we are collecting such information, and we will only do so with your specific consent and permission.

Once again, most of the time we collect this data from you directly.

We may also collect demographic and consumption data generated through geodemographic tools (such as CACI Acorn), as well as information related to your wealth. This may include information from public registers and other publicly available sources such as Companies House, newspapers and magazines. If you do not wish your data to be collected in any of these ways, or have questions about them, please contact us.

Director of Communications & Findraising
Telephone: 01483 795440
Email: info@surreywt.org.uk
Surrey Wildlife Trust, School Lane, Pirbright, Woking, Surrey, GU24 0JN

Our office hours are Monday – Friday, 9am – 5pm.

Other ways in which we collect personal data to get to know you better include:

i) Our website
Our website uses ‘cookies’ to help provide you with the best experience we can. Cookies are small text files that are placed on your computer or mobile phone when you browse websites.

Our cookies help us:
• Make our website work as you'd expect
• Remember your settings during and between visits
• Improve the speed/security of the site
• Allow you to share pages with social networks like Facebook
• Continuously improve our website for you

For more information on our Cookies Policy, please click here (see annex 1).

ii) Third parties
From time to time we may pay for the contact details of people who might be interested in hearing from us in future. Before we purchase contact information, we always check the wording used when your information was originally collected, to make sure that we only contact people who have actively expressed an interest in receiving information from third parties.

When providing permission for third party organisations to share your data you should check their Privacy Policies carefully to understand fully how they will process your data.

c) Sensitive personal data
We do not normally collect or store sensitive personal data (such as information relating to health, beliefs or political affiliation) about supporters and members. However, there are some situations where this will occur.

When we do so, we will be very clear as to why we are collecting such information, and we will only do so with your specific consent and permission. In these situations, we collect the data from you directly.

If you are a volunteer then we may collect extra information about you, for example:
• references
• criminal records checks
• details of emergency contacts
• medical conditions

We may also collect sensitive personal data if you have an accident on one of our reserves. This information will be retained for legal reasons, for safeguarding purposes and to protect us (including in the event of an insurance or legal claim). If this does occur, we’ll take extra care to ensure your privacy rights are protected.

d) Children and young people
In line with data protection law, we will not collect, store or process your personal details if you are under 13 years of age; unless we have the express permission from your parent or guardian to do so.

If we have the permission of your parent or guardian, and you are a Wildlife Watch member, we will capture your date of birth at the point of joining. This is so that we can send you information that we feel is suitable to your age.

For further information, please see our Safeguarding Vulnerable People policy.

5. Our use of cookies

Our website uses cookies, as almost all websites do, to help provide you with the best experience we can. Cookies are small text files that are placed on your computer or mobile phone when you browse websites.

Our cookies help us:

• Make our website work as you'd expect • Remember your settings during and between visits • Improve the speed/security of the site • Allow you to share pages with social networks like Facebook • Continuously improve our website for you

We do NOT use cookies to:

• Collect any personally identifiable information (without your express permission) • Collect any sensitive information (without your express permission) • Pass personally identifiable data to third parties • Pay sales commissions • You can learn more about all the cookies we use below

There are two types of cookie you may encounter when using this site:

* First party cookies: these are our own cookies, controlled by us and used to provide information about usage of our site.

* Third party cookies: these are cookies found in other companies’ internet tools which we are using to enhance our site.

First party cookies

This site uses cookies in several places – we’ve listed each of them below with more details about why we use them and how long they will last.

Cookies set by this website:

Name Purpose Typical content Expires
SESSxxxID Authentication session to prevent having to login multiple times in one browser session. This is only set if you authenticate via the site. This may happen if you purchase items from the shop or make use of our commenting A unique id that ties the curren One week
cookieconsent_dismissed This cookie collects information about whether or not the user has agreed to cookies. Yes/No 70 years 6 months

 

6. How do we store your data?

a) Security
All of the personal data we process is processed by our staff in the UK. However, for the purposes of IT hosting and maintenance your information may be situated outside of the European Economic Area (EEA). This will be done in accordance with guidance issued by the Information Commissioner’s Office.

Electronic data and databases are stored on secure computer systems and we control who has access to information (using both physical and electronic means). Our staff receive data protection training and we have a set of detailed data protection procedures which personnel are required to follow when handling personal data.

b) Payment security
All electronic Surrey Wildlife Trust forms that request financial data will use the Secure Sockets Layer (SSL) protocol to encrypt the data between your browser and our servers.

If you use a credit card to donate, purchase a membership or purchase something online we will pass your credit card details securely to our payment provider (Verifone). Other payment methods (e.g. ApplePay) are handled in a similar manner.

Surrey Wildlife Trust complies with the payment card industry data security standard (PCI-DSS) published by the PCI Security Standards Council, and will never store card details.

Of course, we cannot guarantee the security of your home computer or the internet, and any online communications (e.g. information provided by email or our website) are at the user’s own risk.

c) CCTV
Some of our premises have CCTV and you may be recorded when you visit them. CCTV is there to help provide security and to protect both you and Surrey Wildlife Trust. CCTV will only be viewed when necessary (e.g. to detect or prevent crime) and footage is only stored temporarily. Unless it is flagged for review CCTV will be recorded over.

Surrey Wildlife Trust complies with the Information Commissioner’s Office CCTV Code of Practice, and we put up notices, so you know when CCTV is in use.

d) Data retention policy
We will only use and store information for as long as it required for the purposes it was collected for. We continually review what information we hold, and delete what is no longer required.

For further information, please see our Data Retention Policy.

7. Your rights

We respect your right to control your data. Your rights include:

a) The right to be informed
This privacy notice outlines how we capture, store and use your data. If you have any questions about any elements of this policy, please contact us.

b) The right of access
If you wish to obtain a record of the personal data we hold about you, through a Subject Access Request, we will respond within one month.

c) The right to rectification
If we have captured information about you that is inaccurate or incomplete, we will update it.

d) The right to erase
You can ask us to remove or randomise your personal details from our records.

e) The right to restrict processing
You can ask us to stop using your personal data.

f) The right to data portability
You can ask to obtain your personal data from us for your own purposes.

g) The right to object
You can ask to be excluded from marketing activity.

h) Rights in relation to automated decision making and profiling
We respect your right not to be subject to a decision that is based on automated processing.

For more information on your individual rights, please see the Information Commissioner’s Office.

8. Making a complaint

Surrey Wildlife Trust want to exceed your expectation in everything we do. However, we know that there may be times when we do not meet our own high standards. When this happens, we want to hear about it, in order to deal with the situation as quickly as possible and put measures in place to stop it happening again.

We take complaints very seriously and we treat them as an opportunity to develop our approach. This is why we are always very grateful to hear from people who are willing to take the time to help us improve.

Our policy is:
• To provide a fair complaints procedure that is clear and easy to use for anyone wishing to make a complaint.
• To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.
• To make sure everyone in our organisation knows what to do if a complaint is received.
• To make sure all complaints are investigated fairly and in a timely way.
• To make sure that complaints are, wherever possible, resolved and that relationships are repaired.
• To learn from complaints and feedback to help us to improve what we do.

Confidentiality
All complaint information will be handled sensitively, in line with relevant data protection requirements.

Responsibility
Overall responsibility for this policy and its implementation lies Debbie Ross.

For further information on how to make a complaint, please see click here.

Information Commissioner’s Office
For further assistance with complaints regarding your data, please contact the Information Commissioner’s Office, whose remit covers the UK.

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

Telephone: 0303 123 1113
Email: casework@ico.org.uk

9. Leaving our website

We are not responsible for the privacy practices or the content of any other websites linked to our website. If you have followed a link from this website to another website you may be supplying information to a third party.

10. Get in touch

Should you wish to find out more about the information we hold about you, or about our privacy policy, please contact us:

Data Protection Officer
Telephone: 01483 795440
Email: info@surreywt.org.uk
Surrey Wildlife Trust, School Lane, Pirbright, Woking, Surrey, GU24 0JN

Our office hours are Monday – Friday, 9am – 5pm.

We update this policy periodically.
Last updated: March 2018

 

11. Surrey Biodiversity Information Centre (SBIC)

1.    Who are we? We are the Surrey Biodiversity Information centre (SBIC) – the local environmental records centre (LERC) for Surrey. We can be contacted during normal office hours (typically between 9:30am - 4:30pm) at surreybic@surreywt.org.uk , Tel: 01483795448

2.    Our commitment to your privacy SBIC is committed to keeping the personal details of our supporters and data providers safe. This notice explains how and why we use personal data, to enable you to be informed and in control of your personal information.

3.     Why do we collect personal data? We will only ever collect store and use personal data when we have an identified purpose and reason to do so. The Information Commissioner’s Office (ICO) refers to this as a ‘lawful basis’. There are six lawful bases – of these the three that apply to SBIC’s use of personal data are defined by the ICO as:

a.    Consent: The individual has given SBIC clear consent to process their personal data for a specific purpose.

b.    Contract: Processing is necessary for a contract we have with an individual, or they have asked us to take specific steps before entering into a contract

c.    Legitimate interest: the processing is necessary for our legitimate interest unless there is a good reason to protect the individual’s personal data which overrides those legitimate interests.

4.     Our uses of personal data

a.    To fulfil any contractual obligations to our customers We maintain records of contract details for our customers (including public sector bodies, voluntary sector organisations, individuals and commercial bodies) and will utilise this information for the fulfilment of contracts. We may contact our customers to inform them of the range of relevant products and services we offer (e.g. Enquiry service)

b.     To administer biological data that you have shared with us The name of the original recorder forms a vital part of any biological record, if you submit wildlife records, we may use your personal data to assist with the validation and verification of the records you submit, We may also include your name (but only your name) as part of a wildlife record in our reports to trusted partners.

c.     To enable you to volunteer with us If you are an active volunteer, we collect your personal data so that we can keep in touch in relation to any aspect of your volunteering.

d.     To send you information about our work We may send you information about our work that we feel will be of interest to you. This includes but is not limited to; newsletters, emails and information on surveys, events and training opportunities. From time to time, we may also use your personal data to ask for your opinion about our work. Anyone can opt-in to receive these updates, including individuals with whom we have a relationship under a, b, or c above. Regardless of the legal basis on which we hold your data, we respect your right to update how, or if, we get in touch with you at any time and so you will always have the option to “opt-out”.

5.    What personal data do we collect, and how do we collect it?

a.    Basic information We will only collect and hold basic information about you, including your name, postal address, telephone number and email address. This data will be collect directly from you; in person, by telephone and in writing or email. Occasionally this information can be obtained from external sources; however, this can only occur when you have given permission for such information to be shared.

b.    Sensitive personal data We do not normally collect or store sensitive personal data about active volunteers. However, there are some situations where this may need to occur. If we do collect sensitive data it will be made clear to the volunteer why it is required and only with the specific consent and permission. Volunteers may be asked for further information about themselves, for example: References, Criminal record check, details of emergency contacts, and medical conditions.

c.    Children and young people In line with data protection law, we will not collect, store or process your personal details if you are under 13 years of age; unless we have the express permission from your parent or legal guardian to do so.

6.    How do we store your data?

a.    Security All of the personal data we hold will be stored accordance with the guidance issued by the ICO. Paper records are stored securely within our premises. Electronic data are stored on secure computer systems and we control who has access to information (using both physical and electronic means). We have set data protection procedures which are required to be followed when handling personal data.

b.    Payment security Payment for services, e.g. Purchase of one of SBIC’s publications or any service reports, will be processed via either Surrey Wildlife Trust web shop or Surrey Wildlife Trust invoice/ finance systems. In all cases any personal data collected as part of these transactions is stored safely and securely in line with our host body the Surrey Wildlife Trust’s policies and procedures.

c.    Data retention security We will only use and store information for as long as it is required for the purposes to which it was collected.

7.    Your rights We respect your right to control your data. Your rights include.

a.    The right to be informed: This privacy notice outlines how we capture, store and use your data. If you have any questions about any elements of this policy please contact us.

b.    The right to access: If you wish to obtain a record of the personal data we hold about you, through a Subject Access request, we will respond within one month.

c.    The right to rectification: if we have captured information about you that is inaccurate or incomplete, we will update it on request

d.    The right to erasure: You can ask us to remove your personal details from our records.

e.    The right to restrict processing: You can ask us to stop using your data.

f.    The right to data portability: You can ask to obtain your personal data from us for your own purpose.

g.    The right to object: You can ask to be excluded from marketing activity

h.    Rights in relation to automated decisions making and profiling. For more information on your individual rights, please visit the ICO’s website

8.    Making a complaint SBIC aspires to a high professional standard in all of its business activities; however, we accept that there may be times when we do not meet our own high standards. When this happens, we would always wish to be informed, in order to deal with the situation as quickly as possible and put in place measures to prevent similar events from occurring again. Should you have a complaints about the use of your personal data by SBIC please contact us immediately (see section 10 for contact details)

SBIC takes complaints very seriously and will ensure that:

a.    Everyone in our organisation knows what to do if a complaint is issued.

b.    All complaints are investigated fairly and in a timely fashion.

c.    Complaints are, wherever possible, resolved and relationships are repaired

d.    We learn from complaints and feedback to help us to improve what we do Confidentiality – All complaint information will be handled sensitively, and in line with relevant data protection requirements Responsibility – Overall responsibility for this policy and its implementation lies with the SBIC Manager (Alistair Kirk), or where the complaint may relate to the SBIC Manager, the Director of Biodiversity (Sarah-Jane Chimbwandira).

Information Commissioner’s Office – For further assistance with complaints regarding your data, please contact the Information Commissioner’s Office, whose remit covers the UK     

Via Post: Information Commissioner’s Office, Wycliffe House, Water lane, Wilmslow, SK9 5AF     
Via telephone:  0303 123 1113     
Via Email: casework@ico.org.uk

9.    Leaving our website We are not responsible for the privacy practices or the content of any websites linked to our website. If you have followed a link from our website to another website you may be supplying information to a third party.

10.    Getting in touch Should you wish to find out more about the information we hold about you, or about our privacy policy please contact us.     
Via Post: C/O Surrey Wildlife trust, School Lane, Pirbright, Woking, Surrey, GU24 0JN     

Via telephone: 01483 795448     
Via Email: Surreybic@surreywt.org.uk

We will regularly review and update this privacy notice Version:

SBIC privacy notice v2.0 Created 23/05/2018

Social media

We encourage commenting and love to hear your thoughts, see your photos and share your experiences. We do however have some guidelines in order to ensure that you have a good experience on our Facebook and Twitter Pages:

- We ask that you stay on topic, respect other people’s opinions and avoid profanity, offensive or defamatory statements and illegal content.

- Comments which include bullying or advertising or which are considered "spamming" (posting unrelated content or regularly posting duplicate posts) will be removed where possible and in extreme circumstances the person responsible may be blocked from commenting.

We aim to keep our Pages as friendly as possible, however if you see anything you think is inappropriate you can tell Facebook using the "Flag" option Facebook provides or report a tweet on Twitter.

All intellectual property rights of content we post belong to Surrey Wildlife Trust. Anything which you submit to the Facebook or Twitter page may be shared elsewhere in whole or in part, either by us or by other users.

Please note that our social media pages are managed at intervals during the week, during office hours.

Complaints

Surrey Wildlife Trust is committed to giving a high quality service. Despite this commitment, sometimes things may not go as we would wish. If this happens, we want to know about it and put things right where we can.

If you have a complaint, or positive suggestion, do please tell us about it and help us to help you.

Our complaints procedure:

Step 1
Contact the person(s) within the Trust who provided the service to you or with whom you have recently worked; we hope to sort out most issues informally at the time.

Step 2
If you are not satisfied with the response, or you are unsure who to contact, please write to the Chief Executive, Nigel Davenport, using the online form at the bottom of this page and we will investigate. You will hear back from us within 20 working days.

Step 3
If you are still not satisfied with the outcome, you can contact the Chairman of Trustees through: Surrey Wildlife Trust, School Lane, Pirbright, Surrey, GU24 0JN.

Our promise to you:

•We will make sure all complaints are investigated fairly and we will report back to you within 20 working days. Complicated complaints sometimes take a little longer to sort out, but we will keep you up to date with what is happening.

•We will make sure that complaints are, wherever possible, resolved and that relationships are repaired.

•We will learn from complaints and feedback to help us to improve what we do.
 

Complaints about fundraising

Surrey Wildlife Trust is registered with the Fundraising Regulator and is committed to the highest standards in fundraising practice.

If your complaint relates to fundraising and you feel it remains unresolved then the Fundraising Regulator can investigate your complaint (England & Wales only). You should contact them within two months of receiving your response from us.

Fundraising Regulator
1st Floor
10 St Bride Street
London
EC4A 4AD
0300 999 3404
enquiries@fundraisingregulator.org.uk

Further assistance with regards to your complaint about fundraising can be sought from the following organisation:

Charity Commission
PO Box 1227 Liverpool
L69 3UG
0845 3000218
www.charity-commission.gov

For further assistance with complaints regarding information rights practices (data protection), advice can be sought from the Information Commissioner’s Office, whose remit covers the UK.

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
SK9 5AF
0303 123 1113
casework@ico.org.uk