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Our promise to you

Tenovus Cancer Care promises to respect and look after all personal data you share with us, or that we get from other organisations. We will always keep it safe. We aim to be clear when we collect your data about what we’ll use it for, and not do anything you wouldn’t reasonably expect. We will never sell your personal data to other organisations, and will only ever share it in appropriate, legal or exceptional circumstances. See Section 4 to find out more.

Developing a better understanding of our supporters through their personal data means we can make better decisions, fundraise more efficiently and, ultimately, helps us to reach our goal of supporting cancer patients and their loved ones.

We operate an ‘opt in’ Direct Marketing policy, which means we’ll only send you marketing communications if you’ve opted in, or we feel there is a genuine legitimate interest in us contacting you (see section 3 for more on Legitimate Interest). When you opt in to marketing communications, we will ask you how you want to hear from us, so we’re contacting you through your preferred channels.

Our marketing communications include information about our services, research, volunteering, campaigns and fundraising activities. If you’d like to receive this information, but haven’t yet opted in, please contact us on 029 2076 8850, email us at or click here.

1. Where we collect information about you from

We collect information in the following ways:

When you give it to us DIRECTLY
You may give us your information in order to sign up for one of our events, tell us your story, make a donation, buy our products or volunteer with us. Sometimes when you support us your information is collected by an organisation working for us (e.g. a professional fundraising agency), but we are responsible for your data at all times.

When you give it to us INDIRECTLY
Your information may be shared with us by independent event organisers, for example the London Marathon or fundraising sites like JustGiving or Virgin Money Giving. These independent third parties will only do this if you’ve indicated you’re happy for them to do so. You should check their Privacy Policy when you provide your information to understand fully how they will process your data.

When you give permission to OTHER ORGANISATIONS to share it
You may have provided permission for a company or other organisation to share your data with third parties, including charities. This could be when you buy a product or service, register for an online competition or sign up with a comparison site.

Depending on your settings or the privacy policies for social media and messaging services like Facebook, WhatsApp or Twitter, you might give us permission to access information from those accounts or services.

The information we get from other organisations may depend on your privacy settings or the responses you give, so you should regularly check them.

This may include information found in places such as Companies House and information that has been published in articles/ newspapers.

We may combine information you provide to us with information available from external sources in order to gain a better understanding of our supporters to improve our fundraising methods, products and services.

When we collect it as you use our WEBSITES OR APPS (our Cookies policy)
Like most websites, we use “cookies” to help us make our site, and the way you use it better. Cookies mean that a website will remember you. They’re small text files that sites transfer to your computer (or phone or tablet). They make interacting with a website faster and easier – for example by automatically filling your name and address in text fields. They also help us make sure you see the most relevant content across our channels, and help us measure how effective our communications are.

On our website we use Google Analytics tracking code to support Google Advertising, specifically Remarketing and Google Analytics Demographics Reporting.

You can opt-out of Google Analytics for Display Advertising Interest Reporting using Google’s Ads Settings here.

We also use Facebook’s custom audience code which helps us make any Facebook advertising you might see from us, as relevant as possible. This does not provide us with any information which could identify you.

As well as this, cookies can tell us the type of device you’re using to access our website or apps and the settings on that device may provide us with information including what type of device it is, what operating system you’re using, what your device settings are, and why a crash has happened. This information helps us understand how people are using our website and how to make it better.

Your device manufacturer or operating system provider will have more details about what information your device makes available to us.

Using cookies does not give us access to your computer, and they can’t be used to identify an individual person.

2. What personal data we collect

The type and quantity of information we collect depends on why you are providing it. If you support us, for example make a donation, volunteer, fundraise, sign up for an event or buy something from our online shop, we will usually collect:

  • Your name
  • Your contact details
  • Your date of birth

Where it is appropriate we may also ask for:

  • Information relating to your health
  • Information relating to support services you want to use
  • Your bank or credit card details
  • Why you have decided to support to us. We will never make this question mandatory, and only want to know the answer if you’re comfortable telling us
  • Parental consent if you’re under 16
  • Next of kin details
  • Security checks

We will only ever ask for information that is needed to provide the service, information or administration you have requested.

Children’s data
If and when we collect and manage information from children, we aim to manage it in a way which is appropriate to the age of the child.

If a child is under 16 we will seek consent from a parent or guardian before collecting their information. Our events have specific rules about whether children can participate, and we’ll make sure advertising for those events is age appropriate.

3. How we use the personal data we collect

What we use your information for, depends on why you are providing it. We will mainly use your data to:

To provide you with the services, products or information you’ve asked for
We run services to support people affected by cancer, and health and health and wellbeing initiatives. The information we collect in order to provide these may be sensitive such as health, lifestyle, financial circumstances or family history.

Access to this data will always be limited to appropriate individuals with a legitimate interest in providing our services.

We also collect data in order for you to participate in an event or fundraising activity, volunteer, work with or donate to us.

If you enter your details onto one of our online forms, and you don’t ‘send’ or ‘submit’ the form, we may contact you to see if we can help with any problems you may be experiencing with the form or our websites.

To administer your donation or support your fundraising, including processing Gift Aid
We will collect personal data from you in order to take donations and process Gift Aid.

Legally we are obliged to keep this information for seven years. If you are happy for us to claim Gift Aid on goods you’ve donated, and they raise over £100 in one tax year, we have to contact you quarterly to let you know what Gift Aid we’re claiming.

We may also use your personal information to detect and reduce fraud and credit risk.

To make sure we know how you prefer to be contacted
We record communication preferences so we only contact you in the ways you want to hear from us. We don’t want to waste your time, or the precious funds that amazing supporters, have so kindly raised and donated.

To send you Direct Marketing

We will only ever contact you with direct marketing about our work, activities and campaigns with your explicit consent, or under a lawful legitimate interest.

Legitimate Interest is where we have taken into account your rights and interests, and will only process your data if we feel it is in your interest, as well as our own.

For example, we might have a legitimate interest to process your personal information if you have enquired about one of our cancer support services, and we know there are other support services available which might help you. Or for legal purposes like dealing with complaints, or for complying with guidance from the Charity Commission. We may also process your personal information to contact you about events or campaigns similar to those you’ve supported in the past, and in some instances those you’ve expressed an interest in.

We make it easy for you to tell us how you want us to communicate with you, and how to opt out of receiving marketing. We do not sell or share personal details to third parties for the purposes of marketing. But occasionally, we may include information in our communications from partner organisations or organisations who support us.

If you change your mind at any time, and no longer want to hear from us, that’s fine. Just let us know when you provide your data or contact us on 029 2076 8850 or

To keep a record of your relationship with us
It’s important for us to have clear records on how you’ve supported us, or have been supported by us in the past. This helps us see the bigger picture makes sure your experiences of Tenovus Cancer Care are the best they can be.

We may also collect and retain your information if you send feedback about our services, give us a compliment or make a complaint.

To understand how we can improve our services, products or information
We believe it’s important to make sure that all of our services and health and well-being initiatives are the very best they can be. That’s why we evaluate them.

Once you’ve used one of our services or had health advice, we may get in touch to ask you about your experiences. There’s no obligation to take part, but it really helps highlight ways we can make things better in future.

To understand our supporters and work more effectively
We use profiling and screening techniques to make sure communications are relevant and timely, and to provide an improved experience for our supporters. Profiling also allows us to target our resources effectively, which our supporters always tell us is a priority.

When building a profile we may analyse geographic, demographic and other information relating to you in order to better understand your interests and preferences in order to contact you with the most relevant communications.

In doing this, we may use additional information from third party sources when it is available. Such information is compiled using publicly available data about you, for example addresses, listed Directorships or typical earnings in a given area.

We do this because it allows us to understand the background of the people who support us and helps us to make the right requests. Importantly, it helps us to raise more funds, sooner, and more cost-effectively, than we otherwise would.

To share your story or experience
Some people choose to tell us about their experiences to help further our work. This might include information about their health, finances and family, as well as photos and/or video. We will always make sure we have explicit and informed consent from the individuals, or their parent or guardian if they are under 16. We will always keep this information safe and secure.

This information may be shared at events, in promotional materials or fundraising campaigns, or in documents such as our annual report.

4. Sharing your data

We do not sell or share personal details to third parties for the purposes of marketing. We will only share your details with third party organisations when it’s necessary to;

Provide you with the services you’ve asked for

  • We will make sure you’re happy for us to do this before anything happens and will explain who we are sharing the data with e.g. the Department of Work & Pensions, your local council etc.
  • Administer your participation in an event or fundraising activity
  • Comply with Health & Safety regulation

If we ever need to share data for these purposes, we will always take the utmost care, will make sure only essential data is transferred, and that it’s done so securely and safely.

Exceptional circumstances

Tenovus Cancer Care may also be required to share your details in exceptional circumstances. For example, to comply with the nurses’ code of professional conduct or where legally required by the police, regulatory bodies or legal advisors.

We will only ever share your data in other circumstances if we have your explicit and informed consent.

5. How we keep your data safe and who has access

We make sure that there are appropriate measures and controls in place to protect your personal details. For example our online forms are always encrypted and our network is protected and routinely monitored. We undertake regular reviews of who has access to information that we hold, to make sure that your information is only accessible by appropriately trained staff, volunteers and partners.

Before we use any external companies to collect or process personal data on our behalf, we will do comprehensive checks. We will always put a contract in place that sets out our expectations and requirements, especially how they manage the personal data they have collect or have access to.

Suppliers who run their operations outside the European Economic Area (EEA) are not subject to the same data protection laws as companies based in the UK. However, if we ever choose to use a supplier based outside of the EEA, we will make sure they provide an adequate level of protection in accordance with UK data protection law.

We may need to disclose your details if required to the police, regulatory bodies or legal advisors.

We will only ever share your data in other circumstances if we have your explicit and informed consent.

6. Keeping your information up-to-date

We try and keep our records up-to-date so we send you the most relevant information, using the correct contact details.

If your personal details change, we’d really appreciate it if you let us know.

Where possible we use publicly available sources to keep your records up to date; for example, the Post Office’s National Change of Address database and information provided to us by other organisations as described above.

Your ‘Right to Know’ what we know about you, make changes or ask us to stop using your data.

You have a right to ask us to stop processing your personal data, and if it’s not necessary for the purpose you provided it to us for (e.g. processing your donation or registering you for an event) we will do so.

You have a right to ask for a copy of the information we hold about you. In which case, we can provide you with a subject access request form which will include guidance on how you can make a request and will help us respond as quickly as possible. You can contact us on 029 2076 8850 for this.

If you have any further questions please send these to, and for further information see the Information Commissioner’s guidance here (link is external).

7. How long we store information

We will only use and store information for as long as it is required for the purposes it was collected for. How long information will be stored for depends on the information in question and what it is being used for.

We know that lots of our supporters or clients will engage with us in more than one way. This means we might have different information for you across different parts of the charity. And because the rules around how long we keep your data for vary, depending on its purpose, we will keep your data in line with the longest period of time it’s required. This helps us understand your relationship with the organisation as best we can, and give you the very best experience.

We continually review what information we hold and delete what is no longer required. If you’d like to know more about our data retention timescales, please email or call 029 2076 8850.

Changes to the Policy

We review this policy annually and may update it from time to time. If we make any significant changes in the way we treat your personal information we will make this clear on our website or by contacting you directly.

Updated February 2019.

Get in touch

If you would like to find out more about our Privacy Policy or how we look after your data, please contact us on or call 029 2076 8850.

If you or someone you love has been affected by cancer, our free Support Line is there for you. Just call 0808 808 1010