Privacy Policy

This policy sets out how Great Western Air Ambulance Charity (GWAAC) aims to repay the trust you have shown by sharing your personal data with us. This policy applies to all methods we use for collecting information, including but not limited to: our websites and our use of emails and text messages for marketing purposes. It provides you with our contact details for any data protection concern, detail on what personal information we collect, what we do with your information (and what we won’t do), and what rights you have in relation to your information.

Who We Are

We provide emergency care to people who are in a state so critical that they require the specialist skills of our team at the scene of the accident. Though we are part of the regional 999 response service and work closely with NHS hospitals, we are a charity entirely funded by local people just like you. As a charity, we rely on our supporters, team members and many other people who become involved with us to be able to deliver this vision.

GWAAC – Company Number: 06386523, Charity Number: 1121300, registered address: Great Western Air Ambulance Charity, County Gates, Ashton Road, Bristol, BS3 2JH

Contacting Us

If you would like to make an enquiry about data protection, update the information we hold about you, request or opt-out of receiving marketing communications from us or change the way we process your information, you can let us know in the following ways:

Post: GWAAC, County Gates, Ashton Road, Bristol, BS3 2JH
Phone: 0117 9699344

If you would like to make a request to access the information we hold about you (see ‘Your rights’ section at the end of this document) or to raise a concern about how your personal information has been used; please write to us at:

Data Protection, GWAAC, County Gates, Ashton Road, Bristol, BS3 2JH

GWAAC is not a ‘public authority’ as defined under the Freedom of Information Act and we will not, therefore, respond to requests for information made under this Act; using the funds generously donated to us by our supporters for such activities is not in accordance with our charitable purposes.

More information about our complaints process can be found here (link). Alternatively, you are entitled to raise a concern to the Information Commissioner’s Office (ICO) without first referring your complaint to us. See here for more information

What information do We collect and why?

Personal information (information that can be used to help identify an individual, such as name, address, phone number or email address) and non-personal data (such as IP addresses, pages accessed, etc.) are collected directly from you when you interact with us: when making a donation, purchasing a gift, sending or receiving an email, making an enquiry, visiting our websites, applying for a role with us, participating in an event or when signing up to a campaign or for our newsletter, etc. Information may be collected in person, over the phone, through our websites, social media or from something you’ve posted to us.

The information we hold will typically include some of, or all of, your name, postal and email addresses, your phone number, and may include information like your date of birth and your bank details if you are supporting us financially. We may record information about your interests, circumstances and preferences where this may help us tailor our communications towards you. We may also receive information about you from other sources (including public sources). This is explained in the ‘How we might use your information’ section below.

How we might use your information if you are a supporter who receives marketing materials or makes donations

Processing your donation or purchase
When you make a donation or other payment, we will use your payment and contact details, payment amount, date and time of payment; to process that payment and take any follow-up administrative action needed (for example, sending a receipt by email or mail).

If you choose to include Gift Aid with a donation to us, then we will also ask for your address and UK taxpayer status as this information is required by law. You can read more about how Gift Aid works here. This information is needed for us to fulfil our obligations under tax (sections 413 to 430 Income Tax Act 2007) and charity law. Information associated with Gift Aid declarations must be retained for 7 years. This information will be shared with HMRC for tax regulation purposes and may also be shared with the Fundraising Regulator and the Charity Commission in the event of an enquiry or investigation or our appointed auditors. If you have signed a Gift Aid Declaration, there may be a need from time to time for us to contact you regarding your Declaration. We will only do this in order to clarify your current tax status.

Requesting information if you are attending our events
If you participate in an event that we have organised, we may ask you to provide information to make sure we can manage the event safely. We may also ask you for details of any accessibility need which you may have so that we ensure our event is inclusive for all.

If you participate in an event organised by an external party or make a donation through a processor like JustGiving, then your information may be passed to us by the processor. We would only use it for marketing purposes if you have given your consent for this. A specific exception to this is if you are paying a registration fee to participate in an event; in this circumstance, you are deemed to have entered into a commercial arrangement with Us and we will on occasion send you specific details of other similar products. You will be given an opportunity to opt-out of this communication channel whenever we correspond with you in this way.

We may use your information to invite you to become involved with us in new ways, raise funds and grow our supporter base.

Sharing marketing and fundraising materials with you
Marketing and fundraising materials that we might share with you include information about our activities and their impact, our news, events and fundraising appeals, and other ways you can become involved with us.

Where you have provided your postal address or telephone number we may send this information to you by post or by calling your telephone unless you have asked us not to. We may also email you this information or send by SMS if you have agreed for us to do so or have purchased similar goods from Us.

You can let us know at any time if you’d prefer to change how we share this information with you or stop it altogether. Please use the details provided in the ‘Contacting us’ section to let us know your preferences. If you receive our e-newsletters, you can also use the unsubscribe link at the bottom of the emails we send.

We will keep your personal information for no longer than is necessary for the purposes for which it is processed (in accordance with our retention policy). If you ask us not to contact you, we will keep some basic information about you in order to avoid sending you unwanted materials in the future.

Responding to enquiries
If you contact us we will keep a record of this correspondence and any associated documents so that we have the information available in the event of a follow-up, dispute or investigation.

Notifying you of changes to policies
If we make significant changes to our policies that may affect you, we will use your contact details to inform you of the changes.

Targeting our communications and researching our supporters

In order to ensure we are spending your donations wisely, we perform some research and analysis of our data to inform our decisions. We want to send effective messages and so perform the following activities:

Analysing which emails are opened and readby tracking emails we have sent you we can analyse the messages that perform better and attempt to replicate this success. By logging which emails are opened or interacted with, we are working with personal information as it is linked to your email address.

Segmentation of our data – analysing supporter postcodes, area codes and the frequency of donations allows us to bespoke our communications to you and improve our ability to thank our donors in the most efficient way possible.

Making sure we ask our potential donors for the right level of gift – we may undertake in-house research and engage other organisations to help us identify people in our beneficial area who may be able to support us with a larger gift; using this information you have given us as well as publicly available records such as the electoral roll, land records, Who’s Who publications and Companies House records. We may also collect information on your interests, for example board memberships, hobbies, or articles about you in newspapers or magazines. We use this information to tailor our communication with you and invite potential supporters to meetings, groups and events which may be of interest.

When might we add information to your record that you may not have given to us directly?

We may also add personal information to your record obtained from publicly available sources. This might include information on organisations with regularly changing elected positions but will always be with the intention of ensuring tailored communications to you, Our supporters.

We may use your information to enforce and comply with the law

There may be times we need to share your information in order to comply with the law and we may use information from other sources for the purposes of fraud prevention.

How we might use your information if you are applying for a role within GWAAC

We will process your CV, covering letter any accompanying application form or covering letter in order to shortlist suitable candidates who will be invited to interview. We may also use any publicly available information to inform our decisions.

Your CV, covering letter and application form for any position with GWAAC will be used during the recruitment process to short-list suitable candidates who will be invited to proceed to the interview stage, and to select the final candidate that the role will be offered to. We use third-party job application portals (Guardian Jobs, Charity Choice, Third Sector, etc) to publish and receive applications for roles at GWAAC. During the recruitment process, we will perform some checks on your identity and your suitability for GWAAC.

Should you be successful in your application the information we have obtained and all documents processed during the recruitment phase will become part of your employee file.

We delete all job applications for unsuccessful candidates after 1 year from the date of the application deadline.

We will keep a summary version of your employee file indefinitely, which will contain DOB, date of appointment, position(s) held with accompanying dates and name. All other personal information will be held in accordance with our retention policy and disposed of when its retention period passes.

How we might use your information if you have visited our websites

We log the IP address of the computer you are using in order to:

  1. protect our servers against malicious activity.
  2. measure the performance of the website, the volume of traffic that the site receives, how site users move around the site and what sort of users the site attracts.

You can find out more in our website and cookie policy.

Who GWAAC shares personal information with and why

We promise to only share your information with suppliers or professional agents working on our behalf, who send out our fundraising or marketing materials, or telephone agencies making fundraising calls on our behalf.  We have specific clauses in our contracts to ensure that these commercial participators protect our supporters’ data in the same way we do. We are very careful with the partners we work with and will only share information with them if we are confident that they will protect it, and we have a contract in place with them that assures this.

We will never share your details with other organisations to use for their own purposes except if required by law. GWAAC will never share or sell your information to any third party unless it is to carry out work on behalf of GWAAC. You can be satisfied that if you choose to share your data with Us, you will only receive marketing materials from us.

Certain third party organisations collect information on our behalf as well as for their own use. We may receive your personal details from other organisations for our marketing purposes where you have consented for this information to be shared, for example, Just Giving and Virgin Money Giving. These organisations have their own data protection and privacy policies and we urge you to make yourself aware of these before signing up.

We may also use other companies to provide services and process your personal information on our behalf, including delivering postal mail, making telephone calls to our supporters, sending emails, sending SMS messages, processing credit card payments and analyse our supporter information as outlined above, to help us offer you communications that are most appropriate to you and your interests. In some cases, our suppliers may use software that analyses publicly available information (as outlined above) to build up a picture about you.

Information security

GWAAC takes the security of your information seriously and protects your personal information in a range of ways including secure servers, firewalls and SSL encryption. We use a secure platform for processing credit card payments. We operate a policy of restricted, password controlled, access to any of your information which is stored on our systems that is tiered based on who needs to access specific information.

Children’s information

We do not proactively seek information from anyone under 18. Where appropriate, we will always ask for consent from a parent or guardian to collect information about children. All GWAAC events will have clear rules on whether or not children can take part, and the collection of information will be managed in accordance with each individual event, with appropriate safeguards in place.

Your rights

How to request copies all of the information we hold about you, otherwise known as a Subject Access Request
You have the right to ask for a copy of all of the information related to you that we are processing. You can request this using the ‘Contacting us’ section above.

How to ask us to amend or delete your information
If you information is incorrect, out of date or if there is no longer justification for us to hold it, you can ask for it to be updated, removed or blocked from our use.

How to request your information so that you can use it elsewhere
You can ask for a copy of any personal information that you have provided to us in the past. We will provide it in a clear and easy to follow format. Please note that if you ask for the material to be sent electronically but prefer not to use our secure file transfer, GWAAC cannot be held responsible for the security risk to your information as it travels across the Internet.

Our legal basis for contacting you and using your personal information
When you sign up to a newsletter or opt-in to our communications using our forms or in person, then you are giving us your consent to send you marketing and fundraising materials by the methods you have chosen. We will never send you marketing by email or SMS without your consent, and you can withdraw your consent at any time.

If you have provided us with your postal or telephone contact details, but haven’t specifically opted-in to receive our communications then we will carry out an assessment of whether it would be fair and reasonable to use them to send marketing and fundraising information to you without your explicit consent. This is called a “legitimate interests assessment”. You can opt out of our marketing and fundraising communications at any time if you don’t want to receive them.

We will ensure we have a legal basis to use your personal information for the other purposes mentioned in this policy (usually with your consent, further to a legitimate interests assessment, or because the use of your data is necessary to comply with a legal obligation).

GWAAC reserves the right to make alterations from time to time. Please check this website from time to time for the latest version.

This policy was last updated on 11.03.2020.