Mobile App Privacy Policy
Policy last updated 03/02/2025
Introduction
Alike (we) are committed to protecting your personal data and respecting your privacy. Please read this privacy policy carefully as it contains important information on who we are and how and why we collect, store, use and share any information relating to you.
It also explains your rights in relation to your information and how to contact us or the relevant regulator in the event you have a complaint. Our collection, storage, use and sharing of your information is regulated by law, including under the UK General Data Protection Regulation (UK GDPR).
This policy (together with our end-user licence agreement as set out at [WEB ADDRESS OF EULA] (EULA) and any additional terms of use incorporated by reference into the EULA, together our Terms of Use) applies to your use of:
the Alike app (“App”) available from the Apple App Store or the Google Play Store once you have downloaded a copy of the App onto your mobile telephone or handheld device (Device).
Any of the services accessible through the App (“Services”). Different policies may apply when you access our website.
If you are aged under 18 you must not use the app as it is not designed for you. We do not intend to collect the information of anyone under 18. If you are aware that any information of anyone under 18 has been shared with the app, please let us know so that we can delete that data.
The app is distributed only in UK app stores and is solely intended for use by people in the UK.
This policy is provided in a layered format so you can click through to the specific areas set out below. [Alternatively, you can download a pdf version of the policy here.
Important information and who we are
Alike is a CIO registered with the UK Charities Commission with charity number 1181848 and is the controller and is responsible for your personal data (collectively referred to as "we", "us" or "our" in this policy).
How to contact us
You can contact us by post, email or telephone if you have any questions about this privacy policy or the information we hold about you, to exercise a right under data protection law or to make a complaint. We have appointed a data privacy manager.
Our contact details are:
Full name of legal entity: Alike
Data Privacy Manager
Email address: privacy@alike.org.uk
Postal address: Alike, Soho Works, 180 the Strand, London. WC2R 1EA.
Third party links
This privacy policy relates to your use of the App only.
Our App may, from time to time, contain links to and from the websites of our partner networks, advertisers and affiliates. Please note that these websites and any services that may be accessible through them have their own privacy policies and that we do not accept any responsibility or liability for these policies or for any personal data that may be collected through these websites or services, such as Contact and Location Data. Please check these policies before you submit any personal data to these websites or use these services.
The data we collect about you
We may collect, use, store and transfer different kinds of personal data about you as follows:
Identity Data e.g, your name, gender and date of birth
Contact Data e.g. your postal address, email address and telephone number
Device Data.
Log Data
Content Data.
Profile Data.
Usage Data.
Marketing and Communications Data.
Location Data
Special Category Data which may include information about your health such as information about the type and stage of cancer you may have and your treatment.
Data contained in messages you send or receive
Identity and account data you input into the app such as your accountant details (e.g. username and password) and your replies to security questions
Data you store online with us when using the App
Data collected when you permit the collection of Location Data i.e. a one-time capture of details of your location using GPS with a high degree of precision when you install the App, and further location data voluntarily provided by you thereafter
Other data the app collects automatically when you use it such as your activities on, and use of the App which reveal your preferences, interests or manner of use of the App and the times of use.
You must provide information to use the app and its services unless we tell you that you have a choice.
Sometimes you can choose if you want to give us your information and let us use it. Where that is the case we will tell you and give you the choice before you give the information to us. We will also tell you whether declining to share the information will have any effect on your use of the app or our services.
We explain these categories of data here.
We also collect, use and share aggregated data such as statistical or demographic data for any purpose. aggregated data could be derived from your personal data but is not considered personal data in law as this data will not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific App feature. However, if we combine or connect aggregated data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy policy.
We also collect Special Category Data about you. Mainly this will be about your health but it may include other data such as your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions. We may also collect information about criminal convictions and offences.
How is your personal data collected?
We will collect and process the following data about you:
Information you give us. This is information you give us about you by filling in forms on the App or using the App, or by corresponding with us (for example, by email or chat). It includes information you provide when you register to download or register an App, share data via the App's social media functions, details of your marketing and communications preferences, information provided when you enter a competition, promotion or survey, data when you use the messaging function of the App and when you report a problem or request support for our App, our Services, other users of the App. If you contact us, we will keep a record of that correspondence. This may also include telephone calls, emails and post. It may also include information we collect from you as a result of any monitoring which may take place. We may monitor (which may include recording) certain interactions between us in order to comply with any legal obligations, to detect fraud or criminal activity as well as for training purposes.
Information we collect about you and your device. Each time you use our App we will automatically collect personal data including Device, Content and Usage Data. We collect this data using cookies and other similar technologies. Please see our cookie policy [LINK] for further details.
Location Data. If you have given us your consent, you can type in information regarding your location when installing the App. Thereafter, if you have given us your consent, you can voluntarily provide us with information regarding your location by typing it in. Alternatively, if you would like your location to be determined by GPS, we use GPS technology to determine your current location each session (ie each time the App is opened or has been placed in the background for more than 30 seconds), and when you install the App. Some of our location-enabled Services require your personal data for the feature to work.. If you wish to use the particular GPS feature, you will be asked to consent to your data being used for this purpose. If you do not provide your consent, you may use the App but its functionality may be reduced (in particular, we use your location to help match you with other users in your area). You can withdraw your consent at any time by disabling Location Data in your settings (that will not affect the lawfulness of our use of that data in reliance on the consent before it was withdrawn). You can also withdraw your consent to us processing location information you voluntarily provide us by typing it into the App by contacting us (see “How to contact us” section above) (that will not affect the lawfulness of our use of that data in reliance on the consent before it was withdrawn) . We will not process your location data other than for the purposes set out in this paragraph. When you allow your device to use locations services/data, data will also be collected by your phone operator in accordance with their privacy policy.
Information we receive from other sources including third parties and publicly available sources. We may receive personal data about you from various third parties and public sources as set out below:
Device Data from the following parties:
analytics providers such as Google and Apple based outside the EU;
search information providers such as Google based inside and outside the EU.
Identity and Contact Data from social media services as part of our customer verification and anti-fraud measures
Information from other users of the App or third parties if we receive any complaints about you (for example of harassment or sending inappropriate messages)
Identity and Contact Data and other forms of personal data from publicly available sources such as internet searches and social media; and
Log in authentication for assisting in authenticating you such as an Apple or Google login.
Unique application and device numbers. When you want to install or uninstall a Service containing a unique application number or when such a Service searches for automatic updates or when you agree to receive push notifications, that number and information about your installation, for example, the type of operating system, may be sent to us and used to send push notifications to your device.
Cookies
We do not use cookies on our App. Our website uses cookies to distinguish you from other users of our website and to remember your preferences. This helps us to provide you with a good experience when you use our website and also allows us to improve our website. For detailed information on the cookies we use, the purposes for which we use them and how you can exercise your choices regarding our use of your cookies, see our cookie policy.
How we use your personal data
We will only use your personal data when the law allows us to do so. Most commonly we will use your personal data in the following circumstances:
Where you have consented before the processing. We will usually only ask for your consent to process Special Category Data (such as health data). Without your consent, in some circumstances, we may not be able to provide you with and you may not be able to benefit from some of our services. Where you provide Special Category Data about a third party, we may ask you to confirm that the third party has provided his or her consent for you to act on their behalf.
We will also ask for your consent when collecting and using information you allow us to receive through your device (such as access to your contacts and other Content Data, GPS location, camera, or photos), so we can provide the features and services described when you enable the settings.
When we process data you provide to us based on your consent, you have the right to withdraw your consent at any time and to port that data you provide to us.
Where we need to perform a contract we are about to enter or have entered with you.
Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests.
Where we need to comply with a legal or regulatory obligation.
Where we need to use your personal information to establish, exercise or defend our legal rights, for example when we are faced with any legal claim or where we want to pursue any legal claims ourselves
Click here to find out more about the types of lawful basis that we will rely on to process your personal data.
We will get your express opt-in consent before we share your personal data with any third party for marketing purposes. We will not share any of your health or other Special Category Data with third party without your consent.
Purpose/activity
Type of data
Lawful basis for processing relied upon under the UK GDPR
To install the App and register you as a new App user and to help verify your identity.
Identity Contact Device
Special Category
Location Data
Your consent (Article 6 (1) (a))
Performance of a contract with you (Article 6 (1)(b))
To comply with our legal and regulatory obligations (Article 6 (1)(c)).
For our legitimate interests (to minimise the risk of account or identity theft or fraud that could be damaging to either of us or a third party) (Article 6 (1)(f))
To managing our relationship with you including your use of the App, notifying you of changes to the App or our terms or policies or changes to any of our Services. To enabling us to send you push notifications, know your location and access data on your device such as photographs, as well as providing the Services and/or the functionalities of the App to you.
The above will be undertaken via the App, but in certain circumstances we will contact you directly by email, post or telephone using the contact information you have provided to us.
Identity Contact Profile
Marketing and Communications
Special Category
Log Data
Device Data
Content Data
Usage Data
Location Data
Messages
Your consent (Article 6 (1) (a))
Performance of a contract with you (Article 6 (1)(b))
Necessary for our legitimate interests (to keep records updated and to analyse how stakeholders use our products/ Services, to manage the Services and App, to notify you of security concerns and issues and deal with complaints from others) (Article 6 (1)(f))
Necessary to comply with legal obligations (to inform you of any changes to our terms and conditions) (Article 6 (1)(c)).
To enable you to participate in a prize draw, competition or complete a survey
Identity
Contact
Device
Profile
Marketing Communications
Special Category
Your consent (Article 6 (1) (a))
Performance of a contract with you (Article 6 (1)(b))
Necessary for our legitimate interests (to analyse how customers use our Services and to develop and improve them and the App) (Article 6 (1)(f))
We will use survey information for the purposes described when we collect the data (although we may use anonymised data from the survey in order to undertake research and trends)
If you have consented to us contacting you in relation to a survey, we may do so (Article 6 (1) (a)).
For prizes and competitions, we may contact you in connection with the administration of those competitions.
To administer and protect our organisation and this App including troubleshooting, data analysis and system testing.
All categories of data
Necessary for our legitimate interests (for running our organisation, provision of administration and IT services, network and app security) and to safeguard our users, to test and upgrade our App, Services and processes (Article 6 (1)(f))
Your consent where this is required by law (Article 6 (1) (a))
To comply without our legal and regulatory obligations (Article 6 (1)(c))
We may also use your information to ensure the security of systems and data to a standard that goes beyond our legal obligations, and in those cases our reasons are for our legitimate interests, ie to protect systems and data and to prevent and detect criminal activity that could be damaging for you and/or us. (Article 6 (1)(f))
To deliver content and advertisements to you
To make recommendations to you about goods or services which may interest you
To measure and analyse the effectiveness of the advertising we serve you
Identity
Contact
Device
Content
Profile
Usage
Marketing Communications
Location
Your consent activities (Article 6 (1) (a)) for marketing
To enable our staff to provide helpline services and other support
To provide customer services
Operational reasons, such as improving efficiency, training and quality control.
Identity
Contact
Device
Content
Profile
Usage
Marketing Communications
Location
Special Category
Messages
Your consent (Article 6 (1) (a))
Necessary for our legitimate interests (to develop our Services and App and grow our organisation) (Article 6 (1)(f))
For research and analytical purposes to help improve our App and Services
All categories of data
Necessary for our legitimate interests (to develop our Services and App and grow our organisation) (Article 6 (1)(f))
Consent for Special Category Data, Location Data and other data where your consent is required to process this data for this purpose (Article 6 (1) (a))
To enforce legal rights or defend or undertake legal proceedings
All categories of data
To comply with our legal and regulatory obligations (Article 6 (1)(c))
In other cases, for our legitimate interests, ie to protect our business, interests and rights (Article 6 (1)(f))
Updating and enhancing records of App users
All categories of data
Depending on the circumstances:
—to perform our contract with you or to take steps at your request before entering into a contract (Article 6 (1)(b))
—to comply with our legal and regulatory obligations (Article 6 (1)(c))..
—where neither of the above apply, for our legitimate interests, eg making sure that we can keep in touch with our App users about the Services (Article 6 (1)(f))
Disclosures and other activities necessary to comply with legal and regulatory obligations, eg to record and demonstrate evidence of your consent to our use of your information where relevant
All categories of data
To comply with our legal and regulatory obligations (Article 6 (1)(c))..
Fundraising and donations and to transact with you whether paid or unpaid
Identity
Contact
Transaction
Financial
Consent (Article 6 (1) (a))
Our legitimate interest in raising funds for our organization (Article 6 (1)(f))
Contract (Article 6 (1)(b))
Disclosures of your personal data
We may disclose your personal data to third parties if we are under a duty to disclose or share your personal data in order to comply with any legal or regulatory obligation or request, if you have consented to this, to protect our rights and property and the rights, safety and property of others (provided we comply with data protection law).
We may also transfer your personal data to a third party we have appointed to provide services to us on our instructions which we refer to as External Third Parties as set out in the glossary.
We may transfer your data in connection with a potential transfer of part or all of our organisation. In such circumstances we may share information with prospective purchasers (for example as part of a controlled due diligence exercise). Alternatively, we may seek to acquire another organisation or merge with them. If a change happens to our organisation, then the new owners may use your personal data in the same way as set out in this privacy policy.
If we reorganise our business as we may need to transfer information about you to another member of our group so that we can continue to provide the Service to you.
Marketing
We will use your information to send you updates (by email, text message, telephone or post) about the Services, including exclusive offers, promotions or new services.
We have a legitimate interest in using your information for marketing purposes (see “How we use your personal data” section above). This means we do not need your consent to send you marketing information. If we change our marketing approach in the future so that consent is needed, we will ask for this separately and clearly.
You have the right to opt out of receiving marketing communications at any time by:
contacting us (see “How to contact us” above)
using the ‘unsubscribe’ link in emails or ‘STOP’ number in texts;, or
updating your marketing preferences in the App
We will always treat your information with the utmost respect and never sell or share it with other organisations for marketing purposes.
International Transfers
Countries outside the UK have differing data protection laws, some of which may provide lower levels of protection of privacy.
It is sometimes necessary for us to transfer your information to countries outside the UK. In those cases, we will comply with applicable UK laws designed to ensure the privacy of your information.
We will transfer your information from the UK to (i) Posthog Inc (a product analytics platform that helps us track and analyse user interactions within the App to improve performance and user experience) to their servers in Germany (ii) Monday CRM (for managing email communications with product updates and marketing about us) to their servers in Germany (iii) Typeform (for submitting any user feedback) to their servers in the USA
Under data protection laws, we can only transfer your information to a country outside the UK where:
the UK government has decided the particular country ensures an adequate level of protection of your information (known as an ‘adequacy regulation’) further to Article 45 of the UK GDPR
there are appropriate safeguards in place, together with enforceable rights and effective legal remedies for you, or
a specific exception applies under relevant data protection law
We transfer your information outside the UK to the following countries based on adequacy regulations: Germany. .
In the event we cannot or choose not to continue to rely on either of those mechanisms at any time, we will not transfer your information outside the UK unless we can do so on the basis of an alternative mechanism or exception provided by UK data protection law.
Any changes to the destinations to which we send your information or in the transfer mechanisms we use to transfer your information internationally will be notified to you in accordance with the section on ‘Changes to the privacy policy’ above.
If you would like further information about data transferred outside the UK, please contact us (see ‘How to contact us’ above).
Data security
All information you provide to us is stored on secure cloud servers. Where we have given you (or where you have chosen) a password that enables you to access certain parts of our App, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.
Once we have received your information, we will use strict procedures and security features to try to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way.
We will collect and store personal data on your Device using application data caches and browser web storage (including HTML5) and other technology.
Certain Services include social networking, chat room, messaging or forum features. Ensure when using these features that you do not submit any personal data that you do not want to be seen, collected or used by other users.
We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator when we are legally required to do so.
Data retention
We will only retain your personal data for as long as reasonably necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, regulatory, tax, accounting or reporting requirements. We may retain your personal data for a longer period in the event of a complaint or if we reasonably believe there is a prospect of litigation in respect to our relationship with you.
To determine the appropriate retention period for personal data, we consider the amount, nature and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal, regulatory, tax, accounting or other requirements.
Details of retention periods for different aspects of your personal data are available in our retention policy which you can request from us by contacting us. In most cases, we will keep your information for three years after our relationship with you ends but where we have a contract with you, we will keep it for at least 6 years. It will vary depending on what data we hold, why we hold it and what we are obliged to do by law. Further details of our data retention policies can be obtained by writing to the address above.
In most cases, we will keep your information for three years after our relationship with you ends but where we have a contract with you, we will keep it for at least 6 years. It will vary depending on what data we hold, why we hold it and what we are obliged to do by law. Further details of our data retention policies can be obtained by writing to the address above. We are implementing end to end encryption for our messaging service and once this is enabled we will delete any of your user to user messages that we process so as to improve privacy of your messages.
We will not keep your personal information longer than is reasonably necessary to fulfil the relevant purposes set out in this Privacy Policy and in order to comply or demonstrate compliance with our legal and regulatory obligations. Where we can, and it is appropriate, we will minimise personal data or de- personalise data to use for statistical or analytical purposes.
In some cases, such as if there is a dispute or a legal action affecting the information we may need or be required to keep personal information for longer.
By law we have to keep basic information about our customers (including Contact Data, and Identity Data) , for at least 6 years.
In some circumstances you can ask us to delete your data: see [Your legal rights] below for further information.
In some circumstances we will anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes, in which case we may use this information indefinitely without further notice to you.
In the event that you do not use the App for a period of time then we may treat the account as expired and your personal data may be deleted.
Your legal rights
You generally have the following rights, which you can usually access free of charge (please click on the links below to find out more about these rights):
[Request access to your personal data.]
[Request correction of your personal data.]
[Request erasure of your personal data.]
[Object to processing of your personal data.]
[Request restriction of processing your personal data.]
[Request transfer or your personal data.]
[Right to withdraw consent.]
[Right to not be subject to decisions without human involvement]
You also have the right to ask us not to continue to process your personal data for marketing purposes (see “Marketing” section above).
You can exercise any of these rights at any time by contacting us (see “How to contact us” section above).
Glossary
Lawful basis means in accordance with Article 6(1) of the UK GDPR, primarily consent (Article 6 (1) (a) of the UK GDPR), for the performance of a contract (Article 6 (1) (b) of the UK GDPR), to comply with a legal obligation ((Article 6 (1) (c) of the UK GDPR), or for the purposes of our legitimate interests (Article 6 (1) (f) of the UK GDPR).
Consent means processing your personal data where you have signified your agreement by a statement or clear opt-in to processing for a specific purpose. Consent will only be valid if it is a freely given, specific, informed and unambiguous indication of what you want. You can withdraw your consent at any time by contacting us (see “How to contact us” section above).
Legitimate Interest means the interest of our business in conducting and managing our organisation to enable us to give you the best service/product and the best and most secure experience. We make sure we consider and balance any potential impact on you (both positive and negative) and your rights before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law). You can obtain further information about how we assess our legitimate interests against any potential impact on you in respect of specific activities by contacting us (see “How to contact us” section above)..
Performance of Contract means processing your data where it is necessary for the performance of a contract to which you are a party or to take steps at your request before entering into such a contract. Your usage of the App and us making it available to you is a contract between us
Comply with a legal obligation means processing your personal data where it is necessary for compliance with a legal obligation that we are subject to.
External third parties
Service providers acting as processors based in the United Kingdom, who provide IT and system administration services primarily Amazon Web Services (AWS) and Google. AWS is a cloud computing platform that provides secure data storage, hosting, and infrastructure services, ensuring our application and its data are reliably managed. Google also provides IT services, which may include cloud storage, analytics, or other infrastructure solutions. Any of your information we collect is shared with these parties as necessary for service delivery. In addition, usage data (i.e., anonymous app analytics) is shared with PostHog Inc, a product analytics platform that helps us track and analyse user interactions within our app to improve performance and user experience. Monday CRM for managing email communications with product updates and marketing about us. Typeform for submitting any user feedback.
The App is hosted on the Apple App Store and Google Play Store, with Apple as the owner of the Apple App Store and Google as the owner of the Google Play Store. By downloading or using the App, you permit us to collect certain data, such as Location Data,. For further information on how Apple or Google protect your information, please see their respective privacy policies.
Additionally, users can choose to log in to the App using Apple ID or Google Sign-In, both of which are managed by Apple and Google, respectively. When using these login options, Apple and Google may process authentication data according to their own privacy policies.
We only allow the companies referred to in this section to handle your information if we are satisfied they take appropriate measures to protect your information. We also impose contractual obligations on service providers to ensure they can only use your information to provide services to us and to you.
Professional advisers acting as processors or joint controllers including lawyers, bankers, auditors, regulators (such as the Charities Commission) and insurers based in the UK who provide services to us.
Web developers who are engaged to write our software. We will minimise any access they have to your personal data.
HM Revenue and Customs, regulators and other authorities acting as processors or joint controllers based in the UK.
Marketing and other agencies that we may appoint.
Our banks.
We or the third parties mentioned above occasionally also share personal data with:
our and their external auditors, eg in relation to the audit of our or their accounts, in which case the recipient of the information will be bound by confidentiality obligations
our and their professional advisors (such as lawyers and other advisors), in which case the recipient of the information will be bound by confidentiality obligations
other parties that have or may acquire control or ownership of our business (and our or their professional advisers) in connection with a significant corporate transaction or restructuring, including a merger, acquisition, asset sale, initial public offering or in the event of our insolvency—usually, information will be anonymised but this may not always be possible. The recipient of any of your personal data will be bound by confidentiality obligations
Law enforcement agencies, courts or tribunals and regulatory bodies to comply with legal and regulatory obligations.
If you would like more information about who we share your information with and why, please contact us (see “How to contact us” above).
Your legal rights in more detail
You have the right to:
Request access to your personal data (commonly known as a "data subject access request"). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.
Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.
Request erasure of your personal data. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.
Object to processing of your personal data 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 as you feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.
Request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in the following scenarios:
if you want us to establish the data's accuracy;
where our use of the data is unlawful but you do not want us to erase it;
where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims; or
you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.
Request the transfer of your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.
Withdraw consent at any time where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.
Not to be subject to decisions without human involvement. The right not to be subject to a decision based solely on automated processing (including profiling) that produces legal effects concerning you or similarly significantly affects you. We do not make any such decisions based on data collected by the App.
Please contact us if you have any queries or concerns about our use of your information (see “How to contact us” section above). We hope we will be able to resolve any issues you may have.
You also have the right to lodge a complaint with the Information Commissioner.
The Information Commissioner can be contacted using the details at https://ico.org.uk/make-a-complaint or telephone: 0303 123 1113.
No fee usually required
You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we could refuse to comply with your request in these circumstances.
What we may need from you
We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.
Time limit to respond
We try to respond to all legitimate requests within one month. Occasionally it could take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.
Do you need extra help?
If you would like this policy in another format (for example audio, large print, braille) please contact us (see “How to contact us” section above).