Privacy policy

1. Policy Statement

 

Wildwood Trust is committed to protecting your privacy and handling your personal information responsibly.

This privacy policy explains what personal information we collect, how and why we use it, who we may share it with, how long we keep it, and the rights you have in relation to your information.

We process personal information in accordance with applicable UK data protection law, including the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations 2003 (PECR), as amended.

We may update this privacy policy from time to time. The latest version will always be published on our website.

 

2. Who we are

 

Wildwood Trust is the organisation responsible for the personal information covered by this privacy policy.

Wildwood Trust
Registered charity number: 1093702
Registered address: Wildwood Trust, Herne Common, Kent, CT6 7LQ

If you have any questions about how we use your personal information, or about this privacy policy, please contact us:

Email: [email protected]

If Wildwood Trust is acting as a joint controller with another organisation for a particular activity, we will provide additional information about this at the point your information is collected.

 

3. What personal information do we collect?

 

The information we collect depends on how you interact with Wildwood. It may include:

• your name;
• postal address;
• email address;
• telephone number;
• date of birth;
• payment and transaction information;
• membership information;
• Gift Aid information;
• donation and fundraising information;
• details of bookings, purchases, events and animal experiences;
• information about family members or other people included in a booking or membership;
• information about your preferences and how you prefer to communicate with us;
• information you provide when contacting us;
• information relating to health, accessibility or dietary requirements where this is necessary for a particular activity or for health and safety purposes;
• information contained in correspondence, feedback, complaints or enquiries;
• photographs and video recordings;
• CCTV images;
• information provided when applying for employment or volunteering opportunities;
• information relating to fundraising and supporter engagement;
• information about how you use our website and digital services, including technical information about your device; and
• any other information you choose to provide to us.

We will only collect information that we need for the relevant purpose.

 

4. How do we collect your information?

 

We may collect personal information directly from you when you:

• visit one of our parks;
• buy a ticket or other product;
• become a member;
• make a donation;
• make a purchase through our online or physical shops;
• claim or complete a Gift Aid declaration;
• book an animal experience or event;
• enter a competition or participate in an activity;
• contact us;
• sign up to receive communications from us;
• volunteer or apply for a job;
• participate in fundraising activities; or
• otherwise interact with Wildwood.

We may also receive information from other organisations or sources, including fundraising platforms, ticketing and booking platforms, payment providers, event partners and publicly available sources.

Where we receive personal information from another source, we will provide appropriate privacy information in accordance with data protection law.

 

5. How do we use your information?

 

We use personal information for a number of purposes, depending on how you interact with Wildwood.

 

Providing services and managing bookings

We use your information to:

• process ticket, membership, event and animal experience bookings;
• provide products and services you have requested;
• process payments;
• administer memberships;
• communicate with you about bookings and purchases;
• deal with enquiries and customer service matters; and
• manage cancellations, refunds and changes.

 

Donations and fundraising

We use information to:

• process donations;
• administer Gift Aid;
• acknowledge and thank supporters;
• administer fundraising activities;
• communicate with supporters about our work; and
• develop and manage our fundraising activities.

We may undertake research and profiling to help us understand our supporters and communicate with them appropriately. Further information is provided below.

 

Communications and marketing

We may use your information to communicate with you about:

• your membership;
• bookings and purchases;
• events and activities;
• Wildwood's work;
• conservation and rewilding projects;
• fundraising appeals;
• volunteering opportunities;
• products and services; and
• other news and information where permitted by law.

We will respect your communication preferences and provide appropriate opportunities to opt out of marketing communications.

 

Improving our services

We may use information to understand how people use our website and services, identify problems, improve our facilities and services, and develop new activities.

 

Safety and security

We may use personal information to:

• protect visitors, staff, volunteers and animals;
• manage health and safety;
• investigate accidents and incidents;
• manage access to our sites;
• prevent and investigate crime; and
• operate CCTV and other security measures.

 

Legal and regulatory purposes

We may process personal information where necessary to:

• comply with our legal and regulatory obligations;
• maintain appropriate financial and accounting records;
• administer Gift Aid;
• respond to requests from regulators or public authorities;
• establish, exercise or defend legal claims; and
• protect the rights, property and safety of Wildwood, our visitors, staff, volunteers and others.

 

6. Our lawful basis for using personal information

 

Data protection law requires us to have a lawful basis for processing personal information.

Depending on what we are doing, we may rely on one or more of the following lawful bases:

Contract

We may need to use your information to enter into or perform a contract with you, for example, this may apply when you:

• purchase admission;
• become a member;
• book an animal experience;
• book an event; or
• purchase a product or service.

 

Legal obligation

We may need to process information because the law requires us to do so, for example, this may include financial records, Gift Aid records and other information that we are legally required to retain or provide.

 

Legitimate interests

We may process information where this is necessary for our legitimate interests, or those of a third party, provided that those interests are not overridden by your rights and interests.

Our legitimate interests may include:

• operating and managing Wildwood;
• administering our relationship with supporters;
• communicating with people who have an existing relationship with us;
• fundraising and supporter development;
• improving our services;
• maintaining the security of our sites and systems;
• preventing fraud and crime;
• managing risks; and
• establishing, exercising or defending legal claims.

Where we rely on legitimate interests, we will consider the impact on your rights and interests before processing your information.

 

Consent

In some circumstances we will ask for your consent to use your personal information.

Where we rely on consent, you have the right to withdraw it at any time. Withdrawing consent will not affect processing that took place before you withdrew your consent.

We will make it as easy to withdraw consent as it was to give it.

 

Special category information

Some information, such as information about health, is considered "special category data" and receives additional protection under data protection law.

Where we need to collect or use this type of information, for example in relation to an animal experience, event or accessibility requirement, we will only do so where it is necessary and where we have an appropriate lawful basis and additional condition under data protection law.

 

7. Marketing and communications

 

We would like to keep people informed about Wildwood's work, including our conservation projects, events, fundraising appeals, memberships, products and other activities.

The way we communicate with you depends on the type of communication and the law that applies.

 

Email and electronic marketing

We may send electronic marketing communications where we have your consent or where we are permitted to do so under the rules applying to charities.

Where we rely on consent, you can withdraw your consent at any time.

Where we rely on a lawful charity soft opt-in, we will only do so where the relevant legal requirements are met and you have been given an appropriate opportunity to opt out.

Every marketing email will include an easy way to unsubscribe.

 

Postal marketing

We may contact you by post about Wildwood's work, fundraising, activities, products or services where permitted by law.

You can tell us at any time that you do not want to receive postal marketing from us.

 

Telephone marketing

Where we make marketing calls, we will comply with applicable telephone marketing rules, including screening against the Telephone Preference Service where required.

You can also tell us that you do not want to receive marketing calls from Wildwood.

 

Service communications

Some communications are necessary for us to provide a service you have requested. For example, if you have booked an event, we may need to contact you about the booking.

These communications are not marketing communications and cannot necessarily be stopped while we are providing the relevant service.

 

8. Fundraising and supporter profiling

 

As a charity, we use information to help us develop our fundraising and understand how best to engage with our supporters.

This may include using information that you have provided to us and information that is publicly available.

We may also work with specialist third-party organisations to undertake research or screening of publicly available information about supporters.

This may help us understand:

• the interests of our supporters;
• their relationship with Wildwood;
• their potential interest in particular areas of our work; and
• how we can make appropriate fundraising approaches.

We will not use supporter profiling to make decisions about you that have legal or similarly significant effects without appropriate safeguards.

If you do not want us to use your information for supporter profiling or fundraising research, please contact [email protected]

We will respect your request, although we may retain a record of your preference so that we can ensure that it is followed.

 

9. Cookies and website analytics

 

Our website uses cookies and similar technologies.

Some cookies are necessary for the website to operate. Other cookies may be used to understand how visitors use our website, improve our services or support marketing and advertising.

Where required by law, we will ask for your consent before placing non-essential cookies on your device.

You can manage your cookie preferences through our cookie consent mechanism.

For more information, including details of the cookies and similar technologies we use, please see our Cookie Policy: http://kent.wildwoodtrust.org/cookie-policy/

We may use analytics services to understand how visitors use our website and improve our digital services. Where these services involve the processing of personal information, we will ensure that the processing is carried out in accordance with applicable data protection law.

 

10. Photography and filming

 

Photography and filming may take place at Wildwood's parks and at Wildwood events.

Images may be used for purposes including:

• recording events and activities;
• promoting Wildwood;
• public relations;
• education;
• conservation communications;
• social media; and
• fundraising.

Where we specifically ask you to participate in photography or filming for promotional purposes, we will provide appropriate information about how your image will be used and, where appropriate, ask for your consent.

General photography and filming of public areas and events may take place where we have an appropriate lawful basis. We will use reasonable measures to make people aware when photography or filming is taking place.

We will take particular care when photographing or filming children.

If you have concerns about a photograph or video in which you appear, please contact us at [email protected].

 

11. CCTV and site security

 

CCTV operates at our sites for purposes including the safety and security of visitors, staff, volunteers and animals, the protection of property, and the prevention and investigation of crime and incidents.

CCTV images are only accessed where there is a legitimate reason to do so and are retained in accordance with our retention arrangements.

Appropriate signage will be displayed where CCTV is in operation.

 

12. Who do we share your information with?

 

We do not sell your personal information.

We may share personal information where this is necessary for the purposes described in this privacy policy.

Depending on the circumstances, this may include sharing information with:

• payment service providers;
• ticketing, booking and membership providers;
• IT and cloud service providers;
• email and communications providers;
• fundraising and donation platforms;
• mailing and fulfilment companies;
• event or experience partners;
• professional advisers, including lawyers, accountants and insurers;
• auditors;
• regulators and public authorities;
• law enforcement agencies where legally permitted or required;
• our partners on partnership projects – for example, for the purposes of project monitoring and delivery;
• our trading subsidiaries – to ensure that we are adhering to legal obligations and high levels of customer care throughout the charitable ‘group’ and to promote the work of the charity through subsidiary networks and vice versa;
• our funders – to demonstrate compliance to funding and service provision contracts; and
• other organisations where this is necessary to provide a service you have requested.

Where another organisation processes personal information on our behalf, we will put appropriate contractual and other safeguards in place.

Where we work jointly with another organisation and both organisations determine how and why personal information is processed, we will provide appropriate information about that arrangement.

 

13. Information received from other organisations

 

Sometimes another organisation may provide us with your personal information.

For example, this may happen when:

• you donate through a fundraising platform;
• you make a donation through another organisation;
• you participate in an event organised with another organisation;
• an organisation provides us with information necessary to administer a service; or
• we obtain information from publicly available sources for legitimate fundraising or supporter-research purposes.

Where we obtain information from another source, we will explain the source and the purposes for which we use the information where required by law.

 

14. International transfers

 

Some of the organisations that provide services to us may process personal information outside the United Kingdom. Our systems that may hold data outside the United Kingdom are:

• cloud services;
• email platforms;
• analytics services;
• payment providers; and
• CRM systems.

Where personal information is transferred outside the UK, we will ensure that the transfer is permitted under applicable data protection law and that appropriate safeguards are in place where required.

These safeguards may include an adequacy regulation or appropriate contractual safeguards.

 

15. How long do we keep your information?

 

We keep personal information only for as long as we need it for the purposes for which it was collected, unless we are required by law to keep it for longer or need to retain it for legal purposes.

The length of time we keep information depends on the type of information and why we collected it.

For example:

• Gift Aid and financial information will be retained for the periods required by law;
• membership information will normally be retained for as long as necessary to administer your membership and deal with related queries;
• booking and transaction information will be retained for as long as necessary to administer the transaction and meet financial, legal and accounting requirements;
• marketing preferences will be retained so that we can respect your communication choices;
• information relating to fundraising and supporter relationships will be retained for as long as necessary for the relevant fundraising and relationship-management purposes;
• recruitment information will be retained in accordance with our recruitment retention arrangements;
• CCTV images will normally be retained for a limited period unless they are required for the investigation of an incident or legal matter.

We maintain internal retention arrangements which set out how long different categories of information should normally be retained.

 

16. Children's information

 

Wildwood provides activities and services that may involve children.

Where we collect information about children, we will only use it where necessary for the relevant purpose and will take appropriate care with the information.

Where consent is the lawful basis for processing a child's personal information, we will take account of the requirements that apply to children under data protection law.

We will not knowingly use children's personal information for purposes that are incompatible with the reason it was collected.

 

17. Job and volunteering applications

 

If you apply for a job or volunteering opportunity with Wildwood, we will use the information you provide to:

• assess your application;
• communicate with you about the recruitment process;
• carry out appropriate recruitment checks;
• obtain references where appropriate;
• meet legal and regulatory requirements; and
• monitor recruitment processes and statistics.

Where appropriate, we may need to process additional information for recruitment checks, including information relating to your right to work or criminal record checks.

If your application is unsuccessful, we will normally retain your application information for 12 months unless there is a legitimate reason to retain it for longer.

Where we would like to consider you for future opportunities, we will provide appropriate information about this and, where required, seek your consent.

 

18. Your data protection rights

 

Depending on the circumstances, you have rights under data protection law including:

 

The right to access

You can ask us for a copy of the personal information we hold about you.

 

The right to rectification

You can ask us to correct inaccurate or incomplete information.

 

The right to erasure

In some circumstances, you can ask us to delete your personal information.

This right is not absolute. For example, we may need to retain information to comply with a legal obligation or establish, exercise or defend legal claims.

 

The right to restrict processing

In some circumstances, you can ask us to restrict how we use your information.

 

The right to object

You have the right to object to certain types of processing, including processing based on legitimate interests.

You have an absolute right to object to direct marketing.

 

The right to data portability

In certain circumstances, you can ask us to provide personal information that you have provided to us in a structured, commonly used and machine-readable format, or ask us to transfer it to another organisation.

 

The right to withdraw consent

Where we rely on your consent, you can withdraw it at any time.

 

Rights relating to automated decision-making

Where applicable, you may have rights relating to decisions made solely by automated processing, including profiling, that produce legal or similarly significant effects.

We do not currently intend to make decisions about individuals using solely automated processing that produce legal or similarly significant effects.

 

19. How to exercise your rights

 

If you want to exercise any of your rights, or simply have a question about how we use your information, please contact:

Email: [email protected]

We may need to ask for information to verify your identity before responding to a request. This is to protect your personal information and prevent someone else from accessing it.

We will normally respond to valid requests within the period required by data protection law.

You will not normally have to pay a fee to exercise your data protection rights.

 

20. Data security

 

We take appropriate technical and organisational measures to protect personal information against accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access.

Payment information is processed through appropriate payment providers. Where payment card information is entered directly into a payment provider's secure system, Wildwood does not normally store the full card details on its own systems.

We regularly review the security arrangements used to protect personal information.

However, no method of transmitting or storing information can be guaranteed to be completely secure.

 

21. Data breaches

 

If we become aware of a personal data breach, we will assess it and take appropriate action in accordance with our legal and regulatory obligations.

Where required by law, we will notify the Information Commissioner's Office and affected individuals.

 

22. Changes to this privacy policy

 

We may update this privacy policy from time to time to reflect changes in our activities, technology, legal requirements or the way we use personal information.

If we make significant changes to how we use personal information, we will take appropriate steps to bring those changes to your attention.

The version control at the bottom of this policy shows when it was last updated.

 

23. Questions, concerns and complaints

 

If you have a question or concern about how Wildwood uses your personal information, please contact us first:

Email: [email protected]

We will do our best to resolve your concern.

You also have the right to complain to the Information Commissioner's Office (ICO) if you believe that your personal information has been handled unlawfully.

Information about how to contact the ICO is available at https://ico.org.uk/

 

Wildwood Trust
Registered charity number: 1093702
Registered address: Wildwood Trust, Herne Common, Kent, CT6 7LQ
Privacy enquiries: [email protected]