Privacy Policy

We want everyone who supports us, or who comes to us for support, to feel confident and comfortable with how any personal information you share with us will be looked after or used. This Privacy Policy sets out how we collect, use and store your personal information (this means any information that identifies or could identify you).

The Platfform Privacy Policy may change so please remember to check back from time to time, this version was last updated on the 20th May 2019.

We are committed to treating you with respect and openness as outlined in our Support Policy.

 

About us

 

Platfform is committed to protecting your personal information and making every effort to ensure that your personal information is processed in a fair, open and transparent manner.

For the purposes of the Data Protection Act 2018, Platfform is the data controller for the personal information that we process. This means that we are responsible for, and control the processing of, your personal information.

For further information about our privacy practices, you can contact us by telephone, email or by post.

Platfform,
2nd floor, Derwen House
2 Court Road,
Bridgend
CF31 1BN

Phone: 01656 64772

Email: dpo@gofal.org.uk

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

If you believe that we have not handled your information correctly, you have the right to complain to the Information Commissioner’s Office. Please view the website www.ico.org.uk

Platfform is Cyber Essentials Certified
https://www.cyberessentials.ncsc.gov.uk/

 

How we collect information about you

 

We know that people experiencing mental health can and do live fulfilled lives. This is why we exist and continue to work towards our vision of ‘Good mental health and wellbeing for all’.

Our aspirations underpin all that we do and govern our internal and external behaviour. As such we aspire to work with integrity and dignity as well as communicate honestly and openly.

We want to make sure you receive the communications that are most relevant to you, be it through receipt of a service from Platfform, visiting our website or receiving emails, post or phone calls. We want to make sure you have a positive experience with Platfform, however we communicate and interact with you, whether you receive a service, attend one of our courses or make a donation.

We collect information from you in the following ways:

When you interact with us directly: This could be if you ask us about our projects, make a referral to one of our services, contact us about our training courses or events, make a donation to us, ask a question about mental health, apply for a job or volunteering opportunity or otherwise provide us with your personal information. This includes when you phone us, visit our website, or get in touch through the post, or in person.

When you interact with us through third parties; this could be if you provide a donation through a third party such as Just Giving or one of the other third parties that we work with and provide your consent for your personal information to be shared with us. This could also be where we have received a referral on your behalf from a third party, such as the Local Authority or local mental health services; you will be informed of what information has been received and how it will be stored, used, shared and deleted in your terms and conditions of the service you are involved in.

 

Information we collect and why we use it

Personal Information

Personal information we collect includes details such as your name, date of birth, email address, postal address, telephone number and credit/debit card details (if you are making a donation), as well as information you provide in any communications between us. You will have given us this information while completing an application form, making a referral, undergoing a support and needs assessment, while making a donation, booking on to a training course, or any of the other ways to interact with us.

We will mainly use this information:

  • To provide the services or goods that you have requested.
  • To process your donations or other payments, to claim Gift Aid on your donations and verify any financial transactions.
  • To update you with important administrative messages about your donation, an event or services or goods you have requested.
  • To comply with the Charities (Protection and Social Investment) Act 2016 and follow the recommendations of the official regulator of charities, the Charity Commission, which require us to identify and verify the identity of supporters who make major gifts so we can assess any risks associated with accepting their donations.
  • To keep a record of your relationship with us.
  • Where you volunteer with us, to administer the volunteering arrangement.

If you do not provide this information, we may not be able to process your donation, sign you up for a particular event or provide goods and services you have requested.

We may also use your personal information:

  • To contact you about our work and how you can support Platfform.
  • To invite you to participate in surveys or research.

Sensitive Personal Information

If you share your personal experience or the experiences of a friend or relative, we may also collect this health information. If you provide us with any Sensitive Personal Information by telephone, email or by other means, we will treat that information with extra care and confidentiality and always in accordance with this Privacy Policy.

You can of course decide if you want to remain anonymous, if you are happy to share your personal details with staff members or if you would like us to share your story with the media or other parties as part of our work telling people’s personal stories about mental health (for example, on our website).

A special note about the Sensitive Personal Information we hold

The GDPR and Data Protection Act 2018 recognise that some categories of personal information are more sensitive and so needs extra protection. This can include information about a person’s race; ethnic origin; politics; religion; trade union membership; genetics; biometrics (where used for ID purposes); health; sex life; or sexual orientation.

If you contact our offices or projects looking for advice about mental health for yourself or a family or friend, or in general communications with us, such as conversations with your support worker, you may choose to provide details of a sensitive nature.

  • We will only use this information for the purposes of dealing with your enquiry, training, and quality monitoring or evaluating the services we provide.
  • We will not pass on your details to anyone else without your express permission except in exceptional circumstances. Examples of this might include anyone reporting serious self-harm or posing a threat to others or children contacting us and sharing serious issues such as physical abuse or exploitation.
  • Where you have given us your express consent or otherwise clearly indicated to us (for example, by writing a blog or letter about your experiences) that you are happy for us to share your story, then we may publish it on our blog or in

We will only use this information:

  • For the purposes of dealing with your enquiry, training, and quality monitoring or evaluating the services we provide.
  • We will not pass on your details to anyone else without your express permission except in exceptional circumstances. Examples of this might include anyone reporting serious self-harm or posing a threat to others or children contacting us and sharing serious issues such as physical abuse or exploitation.
  • Where you have given us your express consent or otherwise clearly indicated to us (for example, by writing a blog or letter about your experiences) that you are happy for us to share your story, then we may publish it on our blog or in other media.

Lawful basis for using your information

In some cases, we will only use your personal information where we have your consent or because we need to use it in order to fulfil a contract with you (for example, because of a service we are providing to you).

However, there are other lawful reasons that allow us to process your personal information and one of those is called ‘legitimate interests’. This means that the reason that we are processing information is because there is a legitimate interest for Platfform to process your information to help us to achieve our vision that people experiencing mental health can and do live fulfilled lives and to continue to work towards our vision of ‘Good mental health and wellbeing for all’.

Whenever we process your Personal Information under the ‘legitimate interest’ lawful basis we make sure that we take into account your rights and interests and will not process your personal information if we feel that there is an imbalance.

Some examples of where we have a legitimate interest to process your Personal information are; where we contact you about our work via post; use your personal information for data analytics; conduct research to better understand who we have supported and how; review quality and look to improve our services; for our legal purposes (for example, dealing with complaints and claims); or for complying with guidance from the Charity Commission.

Sharing your Information

We will never sell or share your personal information with organisations so that they can contact you for any marketing activities.

The personal information we collect about you will mainly be used by our staff (and volunteers) at Platfform so that we can support you.

Platfform may however share your information with our trusted, contracted partners and suppliers who work with us to deliver our services, but processing of this information is always carried out under our instruction and in line with the relevant legislation. We make sure that they store the data securely, delete it when they no longer need it and never use it for any other purposes. Some examples of where we may share your information are where we work in collaboration with another organisation, such as a local mental health service, in delivery of a service to you, or where we make a referral for an additional service on your behalf to another organisation such as a Local Authority for a housing application or to another charity for support you may need. This will be detailed in your support plan and will be with your explicit consent.

Where we formally work in partnership with another organisation, such as a Registered Social Landlord or a Health Board, we have contracts in place that require them to comply with Data Protection Laws and ensure that they have appropriate controls in place to secure your information.

Legal disclosure

We may disclose your information if required to do so by law (for example, to comply with applicable laws, regulations and codes of practice or in response to a valid request from a competent authority); or, in order to enforce our conditions of sale and other agreements.

Keeping your information safe

Platfform is committed to maintaining the security of your personal information. We are committed to reducing risks of human error, theft, fraud, and misuse of our IT facilities. We make staff aware of security policies and train our employees to implement them. Our staff are obligated to sign written confidentiality agreements, attend regular training on information protection, and comply with company policies concerning protection of confidential information. We are Cyber Essentials certified.

Unfortunately the transmission of information using the internet is not completely secure. Although we do our best to protect your personal information sent to us this way, we cannot guarantee the security of data transmitted to our site.

Our websites may contain links to other sites. While we try to link only to sites that share our high standards and respect for privacy, we are not responsible for the content or the privacy practices employed by other sites. Please be aware that advertisers or websites that have links on our site may collect personally identifiable information about you. This privacy statement does not cover the information practices of those websites or advertisers.

How long we hold your information for

We only keep it as long as is reasonable and necessary for the relevant activity, which may be to fulfil statutory obligations. For more information on this you can ask to see our Data Retention Schedule.

Your rights

You have various rights in respect of the personal information we hold about you – these are set out in more detail below. If you wish to exercise any of these rights or make a complaint, you can do so by contacting us on the details above. For complaints about a service you are receiving please refer to the complaints policy.

You can also make a complaint to the data protection supervisory authority, the Information Commissioner’s Office, https://ico.org.uk/.

Your right of access

You have the right to ask us for copies of your personal information. This right always applies, however there are some exemptions, which means you may not always receive all the information we process.

Your right to rectification

You have the right to ask us to rectify information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete. This right always applies.

Your right to erasure

You have the right to ask us to erase your personal information in certain circumstances.

Your right to restriction of processing

You have the right to ask us to restrict the processing of your information in certain circumstances.

Your right to object to processing

You have the right to object to processing if we process your information because the process forms part of our public tasks, or is in our legitimate interests.

Your right to data portability

This only applies to information you have given us. You have the right to ask that we transfer the information you gave us from one organisation to another, or give it to you. The right only applies if we are processing information based on your consent and the processing is automated.

Automated-decision making

Automated decision-making takes place when an electronic system uses personal information to make a decision without human intervention. You have the right not to be subject to automated decisions that will create legal effects or have a similar significant impact on you, unless you have given us your consent, it is necessary for a contract between you and us or is otherwise permitted by law. You also have certain rights to challenge decisions made about you. We do not currently carry out any automated decision-making.

Please note, some of these rights only apply in certain circumstances and we may not be able to fulfil every request.

Monitoring

Your communications with our teams via emails or post may be monitored for training, quality control and compliance purposes to ensure that we continuously improve our customer service standards.

To find out more about this policy and how we look after your personal information, contact our Head Office on the details above.

Transferring your Personal Information

It is sometimes necessary to store your data outside of the European Union. Where this is the case, Platfform will comply fully with the provisions of the General Data Protection Regulation and Data Protection Act 2018.