Privacy Policy

Privacy Policy

1.1 Important information and who we are

This privacy policy gives you information about how Help 4 Addiction Limited collects and uses your personal data through your use of this website. 

1.2 This website is not intended for children and we do not knowingly collect data relating to children.

1.3 Controller:-

1.3.1 Help 4 Addiction Limited is the controller and responsible for your personal data (collectively referred to as [“COMPANY”], “we”, “us” or “our” in this privacy policy).

1.3.2 We have appointed a data protection officer (DPO) who is responsible for overseeing questions in relation to this privacy policy. If you have any questions about this privacy policy, including any requests to exercise your legal rights (paragraph 9 below) please contact us using the information set out in the contact details section (paragraph 10).

2. The Types of personal data we collect about you

2.1 Personal data means any information about an individual from which that person can be identified.

2.2 We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows:-

• Identity Data includes [first name, last name, any previous names, username or similar identifier, marital status, title, date of birth and gender].
• Contact Data includes [billing address, delivery address, email address and telephone numbers].
• Financial Data includes [bank account and payment card details].
  
  
• Transaction Data includes [details about payments to and from you and other details of products and services you have purchased from us].
• Technical Data includes [internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform, device ID and other technology on the devices you use to access this website].
• Profile Data includes [your username and password, purchases or orders made by you, your interests, preferences, feedback, and survey responses].
• Usage Data includes [information about how you interact with and use our website, products, and services].
• Marketing and Communications Data includes [your preferences in receiving marketing from us and our third parties and your communication preferences].

2.3 We also collect, use, and share aggregated data such as statistical or demographic data which is not personal data as it does not directly (or indirectly) reveal your identity. For example, we may aggregate individuals’ Usage Data to calculate the percentage of users accessing a specific website feature in order to analyse general trends in how users are interacting with our website to help improve the website and our service offering.

3. How is your personal data collected?

3.1 We use different methods to collect data from and about you including through:-

• Your interactions with us. You may give us your personal data by filling in online forms or by corresponding by post, phone, email or otherwise. This includes personal data you provide when you:- 
  • apply for our services;
  • subscribe to our service or publications;
  • request marketing to be sent to you;
  • enter a survey/form; or
  • give us feedback or contact us.
• Automated technologies or interactions. As you interact with our website, we will automatically collect Technical Data about your browsing actions and patterns. We collect this personal data by using cookies and other similar technologies. We may also receive Technical Data about you if you visit other websites employing our cookies.
• Third parties or publicly available sources. We will receive personal data about you from various third parties as set out below
• Technical Data is collected from the following parties:- 
  • analytics providers such as Google based inside or outside the UK;
  • advertising networks based inside or outside the UK; and
  • search information providers based inside or outside the UK.
• Contact, Financial and Transaction Data is collected from providers of technical, payment and delivery services based inside or outside the UK.
• Identity and Contact Data is collected from data brokers or aggregators inside or outside the UK.
• Identity and Contact Data is collected from publicly available sources such as Companies House and the Electoral Register based inside the UK.

4. How we use your personal data

4.1 Legal Basis

4.1.1 The law requires us to have a legal basis for collecting and using your personal data. We rely on one or more of the following legal bases:- 

• Performance of a contract with you: Where we need to perform the contract we are about to enter into or have entered into with you.
• Legal obligation: We may use your personal data where it is necessary for compliance with a legal obligation that we are subject to. We will identify the relevant legal obligation when we rely on this legal basis.
• Legitimate interests: We may use your personal data where it is necessary to conduct our business and pursue our legitimate interests. For example, to share educational/informative information around addiction with contacts on our database or to periodically check in to provide our duty of care to ensure that they are getting the necessary support to treat addiction. We make sure we consider and balance any potential impact on you and your rights (both positive and negative) 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). 
• Consent: We also rely on consent only where we have obtained your active agreement to use your personal data for a specified purpose, for example if you subscribe to an email newsletter.

4.2 Purposes for which we will use your personal data

4.2.1 We have set out below, in a table format, a description of all the ways we plan to use the various categories of your personal data, and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are where appropriate.

4.2.2 Direct Marketing

4.2.2.1 During the initial contact/registration process on our website, when your personal data is collected, you will be asked to indicate your preferences for receiving direct marketing communications from Help 4 Addiction Limited via e-mail, SMS (including WhatsApp), telephone and or post or you will receive marketing communications from us if you have made an enquiry and requested information from us or purchased goods or services from us and you have not opted out of receiving the marketing.

4.2.2.2 We may also analyse your Identity, Contact, Technical, Usage and Profile Data to form a view which products, services and offers may be of interest to you so that we can then send you relevant marketing communications.

4.2.3 Third Party Marketing

4.2.3.1 We will get your express consent before we share your personal data with any third party for their own direct marketing purposes.

4.2.4 Opting out of marketing

4.2.5 You can ask to stop sending you marketing communications at any time by following the opt-out links within any marketing communication sent to you.

4.2.6 If you opt out of receiving marketing communications, you will still receive service-related communications that are essential for administrative or customer service purposes [for example relating to order confirmations for a product/service warranty registration, appointment reminders, updates to our Terms and Conditions, checking that your contact details are correct].

4.2.5 Cookies

For more information about the cookies we use and how to change your cookie preferences, please contact us for more information / request a copy of the Cookie policy.

5. Disclosures of your personal data

5.1 We may share your personal data where necessary with the parties set out below for the purposes set out in the table “Purposes for which we will use your personal data” above. 

• Internal Third Parties
• External Third Parties
• Specific third parties
• Third parties to whom we may choose to sell, transfer or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy policy.

5.2 We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

6. International Transfers

6.1 We may share your personal data within Help 4 Addiction or with our Partners. This will involve transferring your data outside the UK to any relevant overseas offices.

6.2 Whenever we transfer your personal data out of the UK to countries which have laws that do not provide the same level of data protection as the UK law, we always ensure that a similar degree of protection is afforded to it by ensuring that the following safeguards are implemented:-

6.2.1 We use specific standard contractual terms approved for use in the UK which give the transferred personal data the same protection as it has in the UK, namely the [International Data Transfer Agreement] OR [The International Data Transfer Addendum to the European Commission’s standard contractual clauses for international data transfers]. To obtain a copy of these contractual safeguards, please contact us separately.

6.2.2 We may transfer your personal data to service providers that carry out certain functions on our behalf. This may involve transferring personal data outside the UK to countries which have laws that do not provide the same level of data protection as the UK law.

6.2.3 Whenever we transfer your personal data out of the UK to service providers, we ensure a similar degree of protection is afforded to it by ensuring that the following safeguards are in place:- 

• We may use specific standard contractual terms approved for use in the UK which give the transferred personal data the same protection as it has in the UK, namely the [International Data Transfer Agreement and or The International Data Transfer Addendum to the European Commission’s standard contractual clauses for international data transfers. To obtain a copy of these contractual safeguards, please contact us separately.

7. Data Security

7.1 We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.

8. Data Retention

8.1 How long will you use my personal data for?

8.2We 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, personal safety 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.

8.3 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, personal safety or other requirements.

8.4 By law we have to keep basic information about our customers (including Contact, Identity, Financial and Transaction Data) for six years after they cease being customers for tax purposes.

8.5 In some circumstances you can ask us to delete your data: see paragraph 9 below for further information.

8.6 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.

Sometimes we are supplied someone’s personal data in error, also known as a prank. We still need to retain a record of this personal data to ensure that you aren’t contacted again by our call centre team or marketing outreach. In doing so, we can attach a flag to your record, not to contact you in the future.

9. Your Legal Rights

9.1 You have a number of rights under data protection laws in relation to your personal data. You have the right to:- 

• Request access to your personal data (commonly known as a “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 in certain circumstances. 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 legitimate interest (or those of a third party) as the legal basis for that particular use of your data (including carrying out profiling based on our legitimate interests). In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your right to object.
• You also have the absolute right to object any time to the processing of your personal data for direct marketing purposes (see ‘Opting out of marketing’ in paragraph 4 for details of how to object to receiving direct marketing communications).
• 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 (see the table in section 4 for details of when we rely on your consent as the legal basis for using your 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.
• Request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in one of 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.

9.2 If you wish to exercise any of the rights set out above, [please contact us (see contact details in paragraph 9.6).

9.3 No Fees usually required

9.3.1 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.

9.4 What we may need from you

9.4.1 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.

9.5 Time limit to respond

9.5.1 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.

10. Contact Details

10.1 If you have any questions about this privacy policy or about the use of your personal data, or you want to exercise your privacy rights, please contact us in the following ways:-

1. Email address: support@help4addiction.co.uk 
2. Postal address: Northside House, Mount Pleasant, Barnet, EN4 9EE
3. Telephone number: 0203 955 7700

11. Complaints

11.1 You have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK regulator for data protection issues (www.ico.org.uk). We would, however, appreciate the chance to deal with your concerns before you approach the ICO, so please contact us in the first instance.

12. Changes to the privacy policy and your duty to inform us of changes

12.1 We keep our privacy policy under regular review. Historic versions (if any) can be obtained by contacting us.

12.2 It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us, for example, a new address or email address.

13. Third party links

13.1 This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy policy of every website you visit.

14. Policy Author Declaration

This document style and format are consistent with the policy and are relevant to the document type ie. Policy, SOP, protocol.

The title/outcome/target audience and monitoring arrangements are clear and unambiguous.

The relevant expertise has been used and the evidence base is relevant and up to date. There are supporting reference and cross referencing to associated documents ie. Other policies.

Stakeholder, user and ratification forum consultation confirms accuracy and clarity of document/statements.

Superseded documents have been referenced (if any) in the reader box, and the master location for this document has been documented.

We confirm that this document does not discriminate on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy, maternity, race, religion or belief, sex or sexual orientation.