Privacy and Cookie Policies

Under GDPR, an organisation must always have a lawful basis for using personal data. This may be because the data is necessary for performance of a contract with you, because you have consented to the organisation using your personal data, or because it is in the legitimate business interests of the organisation.

The personal information that we collect from you will be dependent on the relationship that you have with us. The main reason we collect personal information is so that we can identify you, whether that be as a someone who uses our services, donor, supporter, volunteer, job applicant or employee.

The information we collect is likely to include personal data such as your name, postal address, email address and telephone number, as well as any other information you provide in correspondence with us.

If you enter into an agreement to make a one-off or regular donation to us, we may need your bank details. When we ask you to make a payment on our website, we do not record this information and it is not stored on our systems. The processing of online debit/credit card payments is managed externally by Stripe, who may hold data about you. You can read Stripe’s Privacy Policy at www.stripe.com/gb/privacy.

We will use the information you provide to us to:

  • process enquiries;
  • administer donations, legacies and other gifts; and
  • send communications.

We are committed to keeping your personal data safe and secure and will never sell or swap your information with other charities or organisations.

With your permission, we will share your data in order to make submissions to HMRC to claim gift aid on eligible donations.

At HF Mencap, we understand the importance of data security. All of our staff undergo regular training to ensure the protection of your information. We have implemented appropriate measures to protect the personal information we have under our control from loss, misuse and alteration.

HF Mencap will always ensure that your data is not kept longer than necessary. We only keep personal information for as long as it is reasonable and necessary, which may be to fulfil statutory obligations set by legislation or professional bodies.

Under the General Data Protection Regulation, you have the right to prevent the processing of your data, correct or complete it, or have it removed from our system entirely. If you would like to exercise your rights, please contact us.

  • In writing: HF Mencap, 65 Aspenla Road, Hammersmith, London, W6 8LH. United Kingdom
  • By telephone: 020 8748 5168
  • By email: [email protected]

You also have the right to access the personal information that we hold about you. Your right of access is exercised in accordance with the General Data Protection Regulations.

To request a copy of the personal information that we hold about you, please contact us.

  • In writing: HF Mencap, 65 Aspenla Road, Hammersmith, London, W6 8LH. United Kingdom
  • By telephone: 020 8748 5168
  • By email: [email protected]

If you subscribe to our mailing list, you have the opportunity to choose how you receive communications from us (post or email) and can change your preferences at any time. To change your preferences, please contact us.

  • In writing: HF Mencap, 65 Aspenla Road, Hammersmith, London, W6 8LH. United Kingdom
  • By telephone: 020 8748 5168
  • By email: [email protected]

To ensure that our communications are not excessive, we will review our mailing list every two years and may ask you to re-subscribe.

On our website uses cookies, which are small data files that are downloaded onto your computer hard drive to help us understand how you are using the site. The information we collect through cookies does not allow us to identify users personally, it simply enables us to improve our website performance and content.

If you do not want cookies to be stored on your PC, you can adjust your privacy settings. All browsers allow you to manage these settings, which are usually found under the ‘Preferences’ or ‘Tools’ menu. You can find out more information about individual browser settings at www.aboutcookies.org.

Our website contains links to other websites of interest and we enable you to share information through social networking sites such as Facebook and Twitter. However, once you have used these links to leave our site, you should note that we do not have any control over other websites. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement.

Phishing is the fraudulent practice of sending emails purporting to be a reputable company in the aim of obtaining personal information from individuals. Information that these fraudsters are aiming to obtain are normally passwords, banking information or details which can allow them to steal your identity.

We will never ask you to send any passwords or bank information over email. Should you receive an email which is claiming to be from us, and is requesting bank information or confirmation of any password, please do not respond, and inform us immediately.

A complaint about any part of HF Mencap delivery or other service will be formally acknowledged in every instance. At times it may be possible to resolve some problems immediately without the need to activate the complaints procedure, however, the complainant will be given the opportunity to pursue formal procedures if they so choose.

The procedure following a complaint is:

A senior member of staff records the details in the complaints log. The manager of the service concerned is informed of the complaint and considers whether the complaint should be investigated within the service or by a neutral HF Mencap employee.

If a complaint cannot be concluded immediately then the complainant will receive notification of this in writing within 5 working days of the date of the complaint.

The senior member of staff responsible for investigating the complaint will feedback to the complainant within twenty eight working days.

Written confirmation of the outcome of the complaint investigation will be sent to the complainant.

If dissatisfied with the proposed outcome the complainant can contact HF Mencap’s Committee.

We will be mindful of the form of complaint being raised. Should any issue be construed as falling into an area of abuse we will activate the relevant Safeguarding Policy and Protocols.


View our Easy Read Complaints Policy