Growing Together – Building Communities

Privacy Policy

This policy explains when and why Hands of Hope charity (HOH) collect personal information about our customers, visitors to site and visitors to our Website, how we use it and how we keep it secure and your rights in relation to it. HOH may collect, use and store your personal data, as described in this Data Protection and Privacy Policy and as described when we collect data from you.

HOH reserves the right to amend this Policy from time to time without prior notice. You are advised to check our website regularly for any amendments.

HOH will always comply with the General Data Protection Regulations (GDPR) when dealing with your personal data. Further details on the GDPR can be found at the website for the Information Commissioner (www.ico.gov.uk ). For the purposes of the GDPR, HOH will be the “controller” of all personal data we hold about you.

1. Who are we?

We are Hands of Hope . We are a registered charity in England (number 1168016) whose registered office is Hope Farm, Tillingham Lane, Peasmarsh, East Sussex, United Kingdom, TN31 6XG. We are the data controller in respect of all personal data collected via our website, email, telephone, or in person. Whenever you submit your information to us, by these or any other means, we will collect and use such information in accordance with the terms of this policy, and we will ensure that all personal data we hold is treated properly and in accordance with applicable data protection legislation

2. What information we collect and why

  • name, username or similar identifier (such as social media username), title, date of birth and gender.

  • delivery address, billing address, email address and telephone number(s).

  • bank account and credit/debit card information.

  • details of your interactions with us, including interactions through our website, by telephone, email, in person and through social media . For example, we may make notes of our conversations with you, log details of any complaints or comments you make and record where any deliveries have been left for you.

  • details of your shopping preferences and personal details (such as purchase history and dietary requirements) which help us to recommend items of interest to you or to send you or make available personalised offers.

  • your preferences in receiving marketing from us and your communication preferences and

  • your comments and product reviews.

  • We may collect data regarding your address for mailing purposes if you are opted into postal marketing communications. We use third party services such as Royal Mail to update your address in your account if you have registered yourself to have moved house. This also includes third party services that tell us you have moved house but with no new address. In this case we do not make changes to your personal data but we do ensure that you are no longer mailed. We do this to ensure we can continue to provide with information that you have consented to receiving.

3. How we collect your information

We may collect your information in several different ways:

Most of the information we hold is provided directly by you. For example, you may give us your information in order to purchase a ticket or to sign up for one of our events, request our weekly email, request a newsletter, make a donation, or purchase something from our shop. We will also collect your information if you email, phone or write to us.

You may also have provided us with your information if you are a volunteer, trustee, patron or any other type of supporter.

Depending on your privacy settings, we may also collect information about you from your interaction on one of the Social Media platforms we use; for example if you post on our Facebook or Instagram pages.

When you access our website HOH will collect the following kinds of information from visitors:

  • Your personal details through registration and site usage information, using “cookies” and page tagging techniques. Cookies enable our system to recognize your computer and allow us to see how you use the website.

  • When you register on this website, we may ask you to input and will collect personal information from you such as your name, e-mail address, billing address, delivery address, fundraising responses, telephone number, product selections, credit card or other payment information and a password.

  • We may also collect information about where you are on the internet (e.g. the URL you came from, IP address, domain types such as.”co.uk” and “.com”), your browser type, the country you accessed the site from, the pages of our website that were viewed during your visit and any search terms that you entered on our website (“User Information”). We may collect this information even if you do not register with us.

On some occasions we may also collect publicly available information about you. You can read more about this in section 5 below.

4. How we use your personal information

HOH is the sole owner of the information collected on our website (www.hohcharity.co.uk).

HOH uses your personal information in the following ways:

  • To administer and fulfil your ticket order, purchases or donations, including processing Gift Aid;

  • To maintain an accurate record of your relationship with us and manage your contact preferences;

  • To administer, operate and improve our events and fundraising activities; and

  • Where you have agreed, to send you information about HOH

  • Statistical purposes to improve this website and its services to you;

  • Servicing website content;

  • Administering this website.

  • In-house research and statistical analysis;

  • Communication about conservation, support, fundraising and other activities;

Processing personal data for the above purposes may entail sharing the information with employees, contractors, agents and professional advisors of HOH and other carefully selected organizations.

If you have agreed to receive our weekly email or newsletter, we will send you regular updates that will include information about HOH, as well as our events. If you attend a specific event we may contact you afterwards to obtain your feedback.

There are some communications that we are required to send regardless of your contact preferences. These are essential communications, deemed necessary to fulfil our contractual obligations to you. These may include Direct Debit confirmations and advanced notices, thank you letters, Gift Aid confirmation letters and querying returned mail or bounced Direct Debit payments with you.

You also may decide to send us personally identifying information, for example, in an electronic mail message containing a question or comment. We use personally identifying information from email primarily to respond to your requests. We may forward your email to other employees who are better able to answer your questions. We may also use your email to contact you in the future about HOH or to contact you when necessary. Emails and telephone calls will be used for the purposes outlined at the time of collection or registration in accordance with the preferences you express.

5. Supporter profiles and targeting communications

Sometimes we may combine your personal information with information available from other publicly available sources.

We do this for a number of reasons; for example so that we can send better communications more likely to interest you – or to provide an improved experience for our supporters and visitors. It also helps us to build a better long term relationship with all of the people who support us currently – or who may do so in the future. Importantly, it enables us to raise more funds, more quickly and so support the wide and varied work that takes place at HOH.

6. How we protect your personal data

HOH is hosted on the Wix.com platform. Wix.com provides us with the online platform that allows us to sell our products and services to you. Your data may be stored through Wix.com’s data storage, databases and the general Wix.com applications. They store your data on secure servers behind a firewall.

All direct payment gateways offered by Wix.com and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

7. Who else has access to the information you provide us?

HOH will never sell your personal data. We will not share your personal data with any third parties without your prior consent (which you are free to withhold) except where required to do so by law.

In some circumstances, disclosures of personal information to the police (and other law enforcement agencies) are permitted by data protection legislation, if they relate to the prevention or detection of crime and/or the apprehension or prosecution of offenders. Before any such disclosure takes place, the police are required to demonstrate that the personal information concerned is necessary for them to carry out a proper investigation. Each police request received by HOH is dealt with on a strictly case-by-case basis to ensure that any such disclosure is lawful and carried out in accordance with relevant guidance issued by the Information Commissioner’s Office.

If you have made a Gift Aid declaration, we may disclose the information you provided to HMRC for the purpose of reclaiming Gift Aid on your donation(s).

HOH may pass your personal data to third parties who are HOH representatives, service providers, agents and subcontractors to us for the purposes of completing tasks and providing services to you on our behalf (e.g. to print newsletters and send you mailings). However, we disclose only the personal data that is necessary for the third party to deliver the service and we have a contract in place that requires them to keep your information secure and not to use it for their own purposes.

8. Use of data for direct marketing by email [and] telephone

At each point of data collection or registration you will be asked for your consent to receive future direct marketing material from HOH. Your consent will be recorded and as a result HOH may send you information on its operations, events, fundraising and other activities.

If at any time you no longer wish to receive any communications or wish to have your personal information removed from our records, please do contact us to make this request.

9. Site usage – cookies

Cookies enhance a website’s performance in a number of ways including providing a secure way to measure use of the website including number of visitors, how frequently pages are viewed, shopping, and the city and country of origin of users. This helps to determine what is popular and can influence the future content and development of websites.

Cookies in themselves do not identify individual users but identify only the computer used. For further information on cookies within HOH’s website please refer to our Cookie Policy.

10. Links to third party websites

To provide increased value to our users, we may provide links to other websites or resources for you to access at your sole discretion. This policy applies solely to the personal data collected by HOH and does not apply to any third party websites.

HOH is not responsible for the privacy policies, content or the use to which others make of these websites and advise users to read the privacy policies of other websites before registering any personal data.

11. How long do we keep your information?

HOH will hold personal data on it’s systems for as long as necessary to fulfil the purpose for which it was processed and for as long afterwards as is necessary to comply with our legal obligations. We will review personal data every year to establish whether we are still entitled to process it.

If we decide that we are not entitled to do so, we will stop processing your personal data except that we will retain your personal data in an archived form in order to be able to comply with future legal obligations e.g. compliance with tax requirements and exemptions, and the establishment exercise or defense of legal claims.
HOH will securely destroy all financial information once we have used it and no longer need it.

12. Legal Disclaimer

HOH will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from this website.

13. Your rights

You have rights under the GDPR:

(a) to access your personal data
(b) to be provided with information about how your personal data is processed
(c) to have your personal data corrected
(d) to have your personal data erased in certain circumstances
(e) to object to or restrict how your personal data is processed
(f) to have your personal data transferred to yourself or to another business in certain circumstances.

You have the right to take any complaints about how we process your personal data to the Information Commissioner:


Tel: 0303 123 1113

Information Commissioner’s Office Wycliffe House
Water Lane

For more details, please address any questions, comments and requests regarding our data processing practices Sosi Kaskanian at Hands of Hope, Hope Farm, Tillingham Lane, Peasmarsh TN31 6XR or info@hohcharity.co.uk