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Carers’ Hub Privacy Policy

Carers’ Hub is committed to protecting and respecting your privacy and security.  Whenever you provide us with your personal information we will treat that information in accordance with this policy, our terms and conditions and current UK Data Protection legislation.
By using any services we offer, online and offline, you are agreeing to be bound by this policy.  Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it. This policy may change from time to time, so please check this policy periodically.

Carers’ Hub is a registered charity (number 1182120) and a company limited by guarantee (number 11403363). The registered address is 336 Brixton Road, London, SW9 7AA.
If you have any questions around this privacy policy, you should contact our Data Protection Officer, on

How do we collect information from you?


Information you give to us

This could be when you donate; register with our service, access a service; attend an event; enquire about us or our services, by post, email, telephone, in person, or via our website; volunteer or work for us; work with us as a partner, corporate supporter, referrer or referee, supplier or contractor.


Information we get from your use of the website

When you visit the Site, we collect various personal information which may include your name, address, contact details, IP address, and information regarding which pages are accessed and when.

Our online registration form includes questions covering your name, address (including postcode), email address, mobile number, gender, ethnicity, disability and health conditions, the condition of the person you care for, whether you have received a carers assessment, your first language, contact preferences, and which Carers´ Hub support you would like to access. For the online registration form  the following questions are mandatory - name and surname, mobile number, preferred method of contact, and your support preferences. 

What type of information is collected from you?

The personal information we collect might include:

  • Name, address (including postcode), email address, telephone number, IP address

  • Date of birth

  • Sensitive personal information, known as “special categories” of data, such as ethnicity or religion, which we only collect if absolutely necessary

  • Information about your caring role 

  • Information about the types of support you would like to receive 

How is your information used?

We may use your information to:

  • Register you with our service 

  • Process a donation that you have made

  • Contact you to tell you about events or services you might be interested in

  • Allow us to smoothly and swiftly assess how we can help you as a service user

  • Ensure we are reaching all parts of the communities we serve, and offer proof that we are doing so

  • Enable us to deal efficiently with any concern or complaint you might have about us

Who has access to your information?

We will not sell or rent your information to third parties.

We will not share your information with third parties for marketing purposes.

It may be necessary to pass your information to a 3rd party in order to process a service (e.g. when you make a donation), but we will only share the personal information necessary to deliver the service, and with your explicit consent.


Signposting and referrals

In order to offer you the best possible support, we will sometimes make a referral to other services we believe to be a good option for you. To do this we have to send personal information necessary to refer you to the service. We never to do this without your consent and have established referral processes and agreements with all of them.


We are a part of a consortium called Connect Lambeth. We work closely together to provide a range of support services for Lambeth. You can find out more about Connect Lambeth here. We have a special Information Sharing Agreement with those services, but would never share your information without your consent.

Lawful Processing

The GDPR requires us to rely on one or more lawful grounds to process your personal information. The following are the grounds we use: consent, legitimate interest, contractual necessity, legal obligation.

Fundraising and Marketing

We will only fundraise or market to you when you have specifically consented to us doing so, for example by signing up to our mailing list. 

Your Choices

You have the right to opt out of receiving communications from us at any time by contacting

You can also change the way we contact you at any time by emailing the same address.

In order to opt you out of receiving communications, it is necessary to retain some of your details to ensure we don’t contact you again in future. Your details will only be used for this purpose.

Your Rights

The GDPR provides the following rights for individuals, which our organisation provides to you:


1. The right to be informed

We will tell you when we are collecting your information, and let you know what it is that we are recording. We will also provide you information as to why we need it, and what we will do with it.


2. The right of access

You have the right to request to see what information we hold about you, free of charge and within 30 days. If you would like to do this, please contact:  or by post to: Carers’ Hub, Fourth Floor, 336 Brixton Road, SW9 7AA.


3. The right to rectification

If your information is incorrect or out of date, you have the right to ask us to correct or update it. Please contact us in writing via the means above to do so.


4. The right to erasure

You have the right to ask for your information to be deleted. Please contact us in writing via the means above to do so.


5. The right to restrict processing

You have the right to tell us we can store your information but not use it. Please contact us in writing via the means above to do so.


6. The right to data portability

You have the right to ask us to transfer the information we hold on you to another organisation. Please contact us in writing via the means above to do so.


7. The right to object

If our lawful basis for processing your information is legitimate interest, you have the right to object to our doing so. Please contact us in writing via the means above to do so.


Keeping your information safe

When you give us personal information, we take steps to ensure that it’s treated securely. We take all appropriate steps to ensure the security of your information.


Visiting our website

When you visit any of our sites, we collect various personal information which may include your name, address, contact details, IP address, and information regarding which pages are accessed and when.

Use of 'cookies'

Cookies are tiny software files that are stored on a computer or mobile device when an individual visits a website.  The data collected by cookies is anonymous. Cookies allow websites to recognise that a user on an individual computer has previously visited the site. The cookies save some information about that user for when they access the site again in the future. You can delete all cookies that are already on your computer's hard drive by searching for files with "cookie" in it and deleting them. In addition, if you want to stop cookies from being stored on your computer, you can edit your browser settings so that cookies are blocked. Unfortunately, if you block cookies you may not be able to use the full functionality of the Website. For more information about cookies, please visit: In order to understand how people use our website and for marketing analysis and quality improvement purposes, we (and/or third party service providers) may collect, record, process and use on an anonymous basis certain information (including the total number of transactions, viewed web pages, referring/exit pages, platform type, date/time stamp information and details like the number and location of mouse clicks on a given page, mouse movements, scrolling activity and the search words you use while being on and using the Website. If you register with us or if you continue to use the Website, you agree to our use of cookies. The Carers’ Hub website is hosted by who use the following cookies:


Carers’ Hub also uses a tool called Google Analytics to give us statistical data on the performance of our website. These cookies are placed by Google Analytics.


Under 13s

If you are aged under 13‚ please ask your  parent / guardian or an adult at your school to register you with our service. Parental permission is required to process your personal information.

Transferring your information outside of Europe

We do not use any third parties that transfer data outside the EEA


Privacy Policy Updates

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.


Please see  details of our complaints process here.

Review of this policy

This policy was last reviewed on 11 September 2023. 

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