Privacy & data protection policies

The policy for Surrey Wildlife Trust is broken into sections below.

Surrey Wildlife Trust is the only organisation in the county that works across all forms of species and natural habitats while seeking to involve people at the heart of what we do.

Guided by a collaborative vision where we all play a part in connecting nature, we provide expert advice and guidance to land owners and managers, making sure the land we look after leads by example, while inspiring and educating people and organisations across the county on what they can do.

By doing this we will create a Surrey that is full of diverse and abundant wildlife, where nature is at the heart of individual choices, corporate decisions, and local economic and policy making. One that helps tackle the ongoing climate emergency, while supporting the health and wellbeing of all who live here.

As a local charity founded 60 years ago on the passion and drive of volunteers, we channel this energy today, alongside our technical expertise, to bring together the diverse skills needed across the county. As we are one of 46 wildlife trusts that form The Wildlife Trusts, we have both a local and national perspective on the issues affecting wildlife and people.

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. We are a company limited by guarantee, registered in England no. 00645176.

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)

1. ‘Data Subject’: this is you, one of our loyal members and supporters. As the data subject, we respect your right to control your data
2. ‘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).
3. ‘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).

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.

When we work with Data Processors, 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 may share your personal data with selected third parties in order to perform a public task, as set out in the Articles of Association.

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 the Data Protection Team.

Email: privacy@surreywt.org.uk   Address: Surrey Wildlife Trust, School Lane, Pirbright, Woking, GU24 0JN

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.

1. To administer your Surrey Wildlife Trust membership. We collect your personal data to administer your membership. The ICO define the lawful basis for processing your data for these purposes as ‘contractual’. This may involve:

• Sending you your membership welcome pack when you first join us
• Sending your membership publications
• 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

Within the context if your membership, there are two situations where information will not be addressed to the person who supplied the personal data.

• Joint and family membership- If you are a ‘joint’ or a ‘family’ member of our Wildlife Trust, we will address communications to all adults listed on your membership. If you wish to update this at any point, please let us know.
• Gift membership- If your Wildlife Trust membership was purchased as a gift, we will use the address provided by the purchaser to send your membership benefits in the post. If your membership was not purchased using direct debit, we will send a “renewal letter” to you at the end of your membership to see if you would like to continue supporting our charity.

2. To send you items purchased from our online shop, including event bookings. The ICO define the lawful basis for processing your data for these purposes as ‘contractual’. We collect your personal data to send you:

• items you have purchased from our online shop
• information about events you have booked onto
• Adoption- if your adoption was purchased as a gift, we will use the address provided by the purchaser to send you your adoption pack.

3. To conform to HMRC requirements if you have made a donation and to be able to contact you in the case of being unable to process donation. The ICO define the lawful basis for processing your data for these purposes as ‘contractual’.

4. 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.  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). This will include:

• 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 events

5. To send you information about our work and ask for your opinion. This information is in addition to that outlined above and is defined as ‘direct marketing’ by the ICO.

We collect your personal data so that we can send you information about our work that we feel will be of interest to you. From time to time, we may also use your personal data to ask for your opinion about our work.

Your personal data 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.

We will not contact you other than if you have opted in to hear from us. Opt-in consent, where you have given us express permission to contact you by particular communication channels, is one of the lawful bases for processing your data for ‘direct marketing’ purposes, as defined by the ICO.

Examples of what we might contact you about are fundraising appeals, events, campaigning opportunities, membership, services, products, newsletter requests, 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).

We use opt-in consent to send you the information listed above by post, email, text message (SMS) or telephone. Please note that giving opt-in consent to be contacted by telephone overrides any registration 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, you can do this by completing this form or by contacting the Membership team on 01483 795445 or membership@surreywt.org.uk.

6. To enable us to carry out fundraising campaigns - To enable us to carry out fundraising campaigns effectively, we may utilise social media platform services for targeted advertising and marketing research purposes to support our fundraising efforts. One of the tools we use for this purpose is the custom audience service provided by Facebook.

We may use targeted advertising on social media platforms, based on existing supporters’ information, to find individuals/users who might be interested in the Trust’s programmes or events and ask them to join or donate to Surrey Wildlife Trust. To enhance the effectiveness of paid advertising we may use information of existing members (emails and names), to exclude them from advertising campaigns and appeals, ensuring that they are not repeatedly targeted.

We also use Facebook’s tool, Facebook pixel to retarget supporters who have previously engaged with us through our website. For more information about the way Facebook processes your personal information  Facebook’s privacy policy.

1. Basic information

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

Until 28th February 2023, we also collected gender. If you think you may have first made contact with us before this date and wish for us to delete this information, please contact the Membership team on 01483 795445 or membership@surreywt.org.uk.

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.

2. 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 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 ask to collect other information about you such as your date of birth and title. We do this in order to analyse data and inform future marketing activity, allowing us to use our resources more efficiently but also to ensure the safety of our supporters in the case of volunteers and young people. If you do not wish for these details to be held about you, you can tell us by contacting the Data Protection Team at privacy@surreywt.org.uk

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.

Data Protection Team
Email: privacy@surreywt.org.uk

Surrey Wildlife Trust, School Lane, Pirbright, Woking, GU24 0JN

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 see section 7.

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.

3. Special category/criminal offence data

We do not normally collect or store what the ICO refers to as special category 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 special category 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.

If you are involved with certain activities with us e.g. volunteering or our youth movement, we may ask for your ethnicity in order to provide reporting for our funders.

If you do not wish for these details to be held about you, you can tell us by contacting the Data Protection Team on privacy@surreywt.org.uk

4. Photo/video recordings

Photographs and videos help us to promote our work to protect Surrey’s wildlife for the future. Contact details and consent will always be taken at the same time to allow us to contact you about the images if needed. By consenting for yourself or your child to be photographed or filmed, you are helping us to spread the word and attract new volunteers, supporters and funders.

Surrey Wildlife Trust may use the images/video recordings:

• On our website and social media channels – this will be public and could be Facebook, Twitter, Instagram, and other places online.
• In Surrey Wildlife Trust's magazines and leaflets that we print.
• To send to newspapers and magazines when they want to write about Surrey Wildlife Trust and our work.

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. The exception to this is in the case of gift memberships or adoptions where the personal details are provided to us by a third party.

a. Gift memberships and adoptions

Where a third party has gifted a membership or an adoption for a child or young person, they will have provided us with some personal information. This will include name, postal address and possibly email address and date of birth. Name, postal address and, for digital adoptions, email address will be used to send details about your membership or adoption but for no other reason unless you (13 and above) or a parent or guardian (under 13) gives consent separately. Date of birth will be used as detailed in the section below.

In these cases of gift memberships or adoptions, a parent or guardian can contact us to ask us to remove the personal data or to swap it for the details of someone who is over the age of 18.

b. Date of birth

• if you are a member on a Family membership. This is so we can send you information that we feel is suitable to your age.
• If you are a volunteer. This is so we can ensure your parent or guardian attends any volunteering activities with you.
• If you are 13 or over and opt in to hear from us. This is so we can ensure the information is relevant and tailored to you.

c. Consent to hear from us

In the UK, only children aged 13 or over are able to provide their own consent to receive email communications. 

• When relying on consent, we make sure that the child understands what they are consenting to, and we do not exploit any imbalance of power in the relationship between us.
• When relying upon ‘legitimate interests’, we take responsibility for identifying the risks and consequences of the processing, and put age appropriate safeguards in place.

For further information, please see our Safeguarding Children and Safeguarding Adults at Risk policies. 

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.

*First party cookies set by this website:

Cookie provider: Surrey Wildlife Trust

Purpose: Used by the website to remember cookie preferences.

Cookies: cookie-agreed, MCPopupClosed

 

**Third party cookies:

We use a number of suppliers who may also set cookies on their websites on their behalf. This site does not control the dissemination of these cookies. You should check the third-party websites for more information about these.

Name: Google

Cookie/s: IDE, _ga, _gat, _gat_UA-xxxxxxx-xx, _gid

Purpose: Used to understand website usage including how users found and explored our site and how their experience can be enhanced. Google also provides campaign tracking, advertising, purchase information and website functionality services.

Provider policy: Google

 

Name: Facebook 

Cookie/s: _fbp, fr

Purpose: Used by Facebook for sharing content, conversion tracking, optimisation, creating audiences for Facebook Ads and marketing.

Provider policy: Facebook

 

Name: Mailchimp

Cookie/s: N/A

Purpose: We collect data on e-mail open rates and interaction from emails we send through the platform

Provider policy: MailChimp

 

Name: Youtube

Cookie/s: N/A

Purpose: We embed videos from YouTube. This may set cookies on your computer, particularly if you are logged into a Google or YouTube account.

YouTube's embedding videos information page 

 

Name: Ecwid 

Cookie/s: N/A

Purpose: We embed our online shop from Ecwid.

Provider policy: Ecwid

 

Name: Eventbrite

Cookie/s: _ga, _gat, _gid, AS, csrftoken, eblang, G, janus_re, mgref, SP, SS, ebGAClientId, lux_uid, SERVERID

Purpose: We manage our events using Eventbrite and embed them on our website.

Provider policy: Eventbrite

 

Name: ESRI/ArcGIS

Cookie/s: N/A

Purpose: We embed maps, surveys and questionnaires on our website from ESRI/ArcGIS

Provider policy: ESRI

 

Name: Stripe

Cookie/s: __stripe_mid, __stripe_sid

Purpose: Used for making card transactions on the website. Provided by Stripe.com which allows online transactions without storing any credit card information.

Provider policy: Stripe

 

Name: Engaging Networks

Cookie/s: en_sessionId

Purpose: Maintains a user’s browsing session on the website when participating with our online campaigning activities.

Provider policy: Engaging Networks

 

Name: SurveyMonkey

Cookie/s: N/A

Purpose: We embed surveys and questionnaires on our website from SurveyMonkey.

Provider policy: SurveyMonkey

 

Name: Hotjar

Cookie/s: _hjSessionUser_xxxxxx, _hjFirstSeen, _hjAbsoluteSessionInProgress, _hjIncludedInSessionSample, _hjSession_xxxxxxx, _hjIncludedInPageviewSample

Purpose: Anonymously analyses how the website is being used to improve the user experience.

Provider policy: Hotjar

 

Cookie provider: Paypal

Purpose: Used to support payment services.

Cookies: AKDC, LANG, X-PP-SILOVER, akavpau_ppsd, enforce_policy, nsid, ts, ts_c, tsrce, x-csrf-jwt, x-pp-s

Provider policy: Paypal

To opt out of being tracked by Google Analytics across all websites visit http://tools.google.com/dlpage/gaoptout

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 or Stripe). Other payment methods (e.g. ApplePay, PayPal) 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.

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

1. When your membership ends we will no longer send you letters or publications as part of your membership.
2. If you have opted in to hear from us, we will continue to contact you until you tell us that you no longer wish to. You can opt out by completing this form or by contacting the Membership team on 01483 795445 or membership@surreywt.org.uk.
3. If you have consented to us taking images/video recordings of you or your child, we will retain the images for a period of 5 years. You can ask us to stop using images/video recordings in which you or your child appears at any time, in which case it will not be used in future communications, but may continue to appear in any printed publications already in circulation.
4. The number of people taking action for nature in Surrey is something that we need to report on to help us to meet targets and to apply for additional funding opportunities. To facilitate this, if you have not opted in to or have opted out of hearing from us but have ever held a membership with us, made a payment or donation, have previously registered to volunteer with us, have attended an event or course, purchased a product online or notified us that you have taken another action for nature we will retain your data for a period of 15 years.

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 anonymise your personal details from our records. However, if any financial transaction has taken place we must retain your information for 7 years and 1 month after the last transaction takes place. We will remove or anonymise your personal details after this point, and confirm that it has been done.

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.

To make a complaint to Surrey Wildlife Trust about your data and privacy, please contact the Data Protection Team on privacy@surreywt.org.uk

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

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.

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

Data Protection Team
Email: privacy@surreywt.org.uk

Surrey Wildlife Trust, School Lane, Pirbright, Woking, GU24 0JN

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

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 Chief Executive Officer of Surrey Wildlife Trust (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

1. Who are we?

We are the Surrey Wildlife Trust’s Nature-Based Solutions (NBS) team. We can be contacted during normal office hours (typically between 9am - 5pm) at nbs@surreywt.org.uk

2. Our commitment to your privacy

SWT NBS is committed to keeping the personal details of our clients 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 our use of personal data are defined by the ICO as:

a. Consent: The individual has given us (SWT NBS) 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.

b. 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 the above statement. 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 or in writing. 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 our clients. However, there are some situations where this may need to occur. If we do collect sensitive data it will be made clear to the client why it is required and only with the specific consent and permission.

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.

d. Geospatial data – We may ask for and collect geospatial data where it is directly relevant to an enquiry made by a client. This can include land ownership boundaries, Single Business Identifier (SBI) numbers, and/or any other geospatial data relating to land assets. We will also use this data for internal tracking purposes, such as tracking towards our 30by30 targets. This is not classed as personally identifiable data, however these details will be stored confidentially and will not be shared with external parties unless you have given permission for such information to be shared.

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 will be processed via the 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 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

SWT NBS 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 us, please contact us immediately (see section 10 for contact details).

We take 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 Head of Projects and Partnerships (Zoe Channon), or where the complaint may relate to the Head of Projects and Partnerships, the CEO (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 abaout the information we hold about you, or about our privacy policy, please contact us.     

Via Post: Surrey Wildlife Trust, School Lane, Pirbright, Woking, Surrey, GU24 0JN     
Via Email: nbs@surreywt.org.uk