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Privacy-Policy-WordcloudWe want everyone who supports us, or who comes to us for support, to feel confident and comfortable with how any personal information you share with us will be looked after or used. This Privacy Policy sets out how we collect, use and store your personal information (this means any information that identifies or could identify you).

The Crisis Point Privacy Policy may change so please remember to check it whenever you are able to, this is version 1.1 was updated on 08 May 2018. Where we have made any changes to this Privacy Policy, we will make this clear on our website with a version code, e.g. Privacy Policy 1.1


  1. Who we are
  2. How we collect information about you
  3. Information we collect and why we use it
  4. Legal basis for using your information
  5. Sharing your Information
  6. Keeping your information safe
  7. How long we hold your information for
  8. Your rights
  9. Cookies
  10. Monitoring

1. Who we are

Here at Crisis Point, we are committed to protecting your personal information and making every effort to ensure that your personal information is processed in a fair, open and transparent manner. We are a ‘data controller’ & ‘data processor’ for the purposes of the Data Protection Act 1998 and (from 25 May 2018) the EU General Data Protection Regulation 2016/679 (“Data Protection Law”).  This means that we are responsible for, and control the processing of, your personal information. For further information about our privacy practices, please contact us by:

  • Writing to Crisis Point, Uplands House, 5 Lichfield Road Walsall WS4 2HT
  • Calling us on +44(0)1922 722 777
  • Contacting us by email

2. How we collect information about you

Everything we do, we do to ensure that we can help people experiencing a mental health problem get both support and respect. We want to make sure you receive the communications that are most relevant to you. Be it through visiting our website or receiving emails, post or phone calls. We want to make sure you receive the best attention when you contact us by email, post or telephone call, to enquire about our services or donate. We collect information from you in the following ways:

When you interact with us directly: This could be if you ask us about our activities and services, donate to us, ask a question about our services, apply for a job or volunteering opportunity or otherwise provide us with your personal information. This includes when you phone us, visit our website, or get in touch through the post, or in person.

When you interact with us through third parties: This could be if you provide a donation through a third party such as CAF Bank, Just Giving or one of the other third parties that we may work with and provide your consent for your personal information to be shared with us.

When you visit our website: We gather anonymised general information which might include which pages you visit most often and which services, or information is of most interest to you. We also use ‘cookies’ to help our site run effectively. There are more details below – see ‘Cookies’.

We use this information to personalise the way our website is presented when you visit to make improvements and to ensure we provide the best service and experience for you. Wherever possible we use anonymous information which does not identify individual visitors to our website.

3. Information we collect and why we use it

Personal Information:  Personal information we collect includes details such as your name, date of birth, email address, postal address, telephone number, as well as information you provide in any communications between us.  You will have given us this information whilst contact to us on our website or any of the other ways to interact with us. We will mainly use this information to:

  • Provide the services that you have requested.
  • Update you with important administrative messages about services you have requested.
  • Keep a record of your relationship with us.
  • Where you are employed or volunteer with us, to administer our duties as an employer or the volunteering arrangement.

If you do not provide this information, we will not be able to provide the full range of specialist support services available to you. It is your choice. We may also use your personal information:

  • To contact you about our services
  • To invite you to participate in surveys or research.

Sensitive Personal Information: If you share your personal experience or the experiences of a friend or relative, we may also collect this health information. If you provide us with any Sensitive Personal Information by telephone, email or by other means, we will treat that information with extra care and confidentiality and always in accordance with this Privacy Policy.

You can of course decide if you want to remain anonymous, if you are happy to share your personal details with staff members or if you would like us to share your story with other parties as part of our work telling people’s personal stories about victimisation (for example, in our reports to our funders – details such as your name and age would be changed, for reporting purposes).

Important: About the Sensitive Personal Information we hold

Data Protection Law recognises that some categories of personal information are more sensitive. Sensitive Personal Information can include information about a person’s health, race, ethnic origin, political opinions, sex life, sexual orientation or religious beliefs.

If you contact us through the website, or in other more general communications with us such as emails, texting, telephone, you may choose to provide details of a sensitive nature.

We will only use this information:

  • For the purposes of dealing with your enquiry, training, and quality monitoring or evaluating the services we provide.
  • We will not pass on your details to anyone else without your express permission except in exceptional circumstances. Examples of this might include anyone reporting serious self-harm or posing a threat to others or children contacting us and sharing serious issues such as physical abuse or exploitation.
  • Where you have given us your express consent or otherwise clearly indicated to us that you are happy for us to share your story, then we may publish it on our website page Be Inspired or in other media.

4. Legal basis for using your information

In some cases, we will only use your personal information where we have your consent, or because we need to use it in order to provide specialist support services you may have asked for.

However, there are other lawful reasons that allow us to process your personal information and one of those is called ‘legitimate interests’. This means that the reason that we are processing information is because there is a legitimate interest for Crisis Point to process your information to help us to achieve our vision of ensuring that everyone experiencing victimisation from sexual violence gets both support and respect.

Whenever we process your Personal Information under the ‘legitimate interest’ lawful basis we make sure that we consider your rights and interests and will not process your personal information if we feel that there is an imbalance.

Some examples of where we have a legitimate interest to process your Personal information are, where we contact you about our work via post, use your personal information for data analytics, conducting research to better understand who our supporters are, improving our services, for our legal purposes (for example, dealing with complaints and claims), or for complying with guidance from the Charity Commission and Government legislation.

5. Sharing your information

The personal information we collect about you will mainly be used by our staff (and volunteers) at Crisis Point so that they can support you.

We will never sell or share your personal information with organisations so that they can contact you for any marketing activities. Nor do we sell any information about your web browsing activity.

Crisis Point may however share your information with our trusted partner agencies who work with us on (or on our behalf) to deliver our services, but processing of this information is always carried out under our instruction. We make sure that they store the data securely, delete it when they no longer need it and never use it for any other purposes. Some examples of where we may share your information are with working partner agencies who can help us provide a wholistic service to you or if they are involved, criminal justice agencies.

We ensure that these service providers comply with Data Protection Laws and ensure that they have appropriate controls in place to secure your information.

Legal disclosure

We may disclose your information if required to do so by law (for example, the protection and prevention of harm to self or others, to comply with applicable laws, regulations and codes of practice or in response to a valid request from a competent authority).

6. Keeping your information safe

We take looking after your information very seriously. We’ve implemented appropriate physical, technical and organisational measures to protect the personal information we have under our control, both on and off-line, from improper access, use, alteration, destruction and loss.

Unfortunately, the transmission of information using the internet is not completely secure. Although we do our best to protect your personal information sent to us this way, we cannot guarantee the security of data transmitted to our site.

Our website may contain links to other sites. While we try to link only to sites that share our high standards and respect for privacy, we are not responsible for the content or the privacy practices employed by other sites. Please be aware that  web sites that have links on our site may collect personally identifiable information about you through their own ways. This privacy statement does not cover the information practices of those websites.

7. How long we hold your information for

We only keep it as long as is reasonable and necessary for the relevant activity, which may be to fulfil statutory obligations (for example, the protection and prevention of harm to yourself or others).

8. Your privacy rights

You have various privacy rights in respect of the personal information we hold about you – these are set out in more detail below.  If you wish to exercise any of these privacy rights or make a complaint, you can do so by contacting our team at Crisis Point, Uplands House, 5 Lichfield Road, Walsall WS4 2HT, by email using our website contact page and by telephone on +44(0)1922 722777.  You can also make a privacy complaint to to the data protection supervisory authority, the Information Commissioner’s Office,

  • Access to your personal information: You have the right to request access to a copy of the personal information that we hold about you, along with information on what personal information we use, why we use it, who we share it with, how long we keep it for and whether it has been used for any automated decision making. You can make a request for access free of charge.  Please make all requests for access in writing and provide us with evidence of your identity.
  • Right to object: You can object to our processing of your personal information where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground.  Please contact us as noted above, providing details of your objection.
  • Consent: If you have given us your consent to use personal information (for example, for specialist support services), you can withdraw your consent at any time.
  • Rectification: You can ask us to change or complete any inaccurate or incomplete personal information held about you.
  • Erasure: You can ask us to delete your personal information where it is no longer necessary for us to use it, if you have withdrawn consent, or where we have no lawful basis for keeping it.
  • Portability: You can ask us to provide you or a third party with some of the personal information that we hold about you in a structured, commonly used, electronic form, so it can be easily transferred.
  • Restriction: You can ask us to restrict the personal information we use about you where you have asked for it to be erased or where you have objected to our use of it.
  • No automated-decision making: Automated decision-making takes place when an electronic system uses personal information to make a decision without human intervention.  You have the right not to be subject to automated decisions that will create legal effects or have a similar significant impact on you, unless you have given us your consent, it is necessary for a contract between you and us or is otherwise permitted by law.  You also have certain rights to challenge decisions made about you. We do not currently carry out any automated decision-making.

Please note, some of these rights only apply in certain circumstances and we may not be able to fulfil every request.

9. Cookies

Cookie‘ is a name for a small file, usually of letters and numbers, which is downloaded onto your device, like your computer or mobile device when you visit a website. They let websites recognise your device, so that the sites can work more effectively, and gather information about how you use the site. A cookie, by itself, can’t be used to identify you. View our Cookie Policy.

How do we use cookies?

We use cookies to distinguish you from other users of our website. This helps us to provide you with a good experience when you come to our website and allows us to improve the user experience.

The cookies we use: We use the categorisation set out by the International Chamber of Commerce in their UK Cookie Guide.

We use two categories of cookies, strictly necessary performance and functionality, both of which collect anonymised data. These cookies are considered strictly necessary to enable the website to function as it should for visitors and search engines:

  • Performance cookies collect anonymous information about how you use our site, like which pages are visited most.
  • Functionality cookies collect anonymous information that remember choices you make to improve your experience, like your text size or location.

No cookies, please: You can opt out of our cookie use. Find out how to control and delete cookies in your browser. But, if you choose to refuse all cookies, our website may not function for you as we would like it to, for example, on a mobile device. If you have any questions about how we use cookies, please contact us.

10. Monitoring

Your communications with our teams (including by telephone or email) may be monitored and/or recorded for training, quality control and compliance purposes to ensure that we continuously improve our service delivery standards.

We want you to feel comfortable when engaging with us, additionally we want you to feel confident on how we handle your privacy and personal information.




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