Privacy Statement

How we collect, store and use personal data about you.

Personal data is information that can identify you as an individual.

This statement tells you about

  • The law that applies to information about you
  • The types of information we collect and keep about you
  • How we keep it
  • Why we keep it
  • What we use it for
  • How to ask to see information we hold about you
  • How to get information changed or removed
  • How to complain if you feel your information has not been treated properly.

It covers people who contact Veterans HQ , and those with whom we work with whilst providing our services.

If you are a Veterans HQ employee, agency staff, student or volunteer, there are separate policies to cover you.  Please ask your manager for details.

Our commitment

When we handle and store personal information, we will follow the law, including the General Data Protection Regulations 2018 (GDPR) and the Privacy and Electronic Communications Regulations 2013.

  • We will also follow our own confidentiality policies and procedures
  • We will make sure our staff and volunteers have training about how to handle information properly
  • We will always protect your information and make sure no one has access to it who should not.
  • We will only share it outside Veterans HQ if we have your permission, or if the law says we have to.
  • We will only hold personal information for as long as we need to
  • We will never sell your details on to anyone else.

The GDPR say there are several reasons why organisations can collect and use information about you.

In Veteran HQ’s case:

Wherever possible, we will get your consent.  Examples include asking for your consent over the telephone and recording the fact you have given it on our database, asking you to sign a form saying you give your consent, or asking for your consent as part of a job or volunteer application.

We may also have a legitimate interest in collecting and using data about you so that we can provide services to you, even if you personally have not given your consent.  An example of this would be if you are a child of one of our clients and we hold data about  you as part of your parent’s case notes.  (Please see below if you want to find out more about asking to see your data.)

We make keep data about you in order to fulfill a contract.  An example of this would be if you are someone that supplies Veterans HQ with goods and services.

Clients and service users

We collect any information that we need to help us understand your situation and work with you to help find you the support and services you need.  This is likely to include your name and contact details, demographic information such as your ethnic origin and whether you have a disability, and information about your family such as whether you have children.  It could also include information you give us about your relationship, and the types of support you need, such as drug and alcohol services.

We will also use your personal details to contact you to ask you what you think of our services and how we could improve them.

We will keep case notes, which are records of the work we have done with you.

This information is held on our database.  No one outside Veterans HQ can see this information.  We will not pass on any details without your permission, except in the circumstances we describe below.

When we send reports to the Council or our other funders based on information from the database, we will not give any details that would identify you individually.

If you have a meeting with one of our workers, they will explain this information to you and ask you to sign a sheet to say you agree with this.  You will also have a paper file which will contain things like your risk assessment and notes about the support you have received from the Veterans HQ .  This information will be kept at a Veterans HQ office and stored securely.

If we speak to you over the telephone, your worker will read out a brief explanation about the information we collect and store and then tell you where you can find out more information.

If we correspond with you by email, the emails we send or receive will be copied into the case notes on the database and deleted from individuals’ in boxes.

When we finish working with you, we will keep your database record for in line with data protection laws in case you need to get back in touch with us for more help, or need information about the work we did with you.  After this, details will be removed.

We will keep your paper file for the same period after which it will be shredded and disposed of confidentially

Information about other people recorded in clients’ notes

Clients’ case notes may include personal data about other people, such as their children, their partners and former partners and other members of their family.

These people are entitled to ask what information we hold about them.  We will answer their queries in line with this policy, our confidentiality policy and Data Protection law.


Some of the premises Veterans HQ manages use CCTV to help make sure that people using the premises are safe.  Where this is the case, Veterans HQ will make sure there are signs on and around the premises telling people that CCTV is being used.

CCTV images are classed as personal data and so are covered by this policy.

The systems used over-record after 7 days.  Images are not kept beyond this unless they are copied from the system and used to deal with a complaint or to investigate anti-social or criminal behaviour.

When would we release information without your permission?

Veterans HQ will only release information without your permission:

  • When there is an immediate risk to people’s health or personal safety, for example, if emergency services have to be called to Veterans HQ premises.
  • In line with our Child Safeguarding and Protection of Vulnerable Adults policies.
  • If required by law to do so, so that a crime can be investigated.

Where possible we will inform the people affected in advance.

Information given via our web form

Veteran HQ’s website includes a form that people can use to ask for information.  We ask for your name and email address so we can send you a proper reply.  By giving us this information you are giving us permission to use it to contact you to answer your questions.

You can use the form to:

  • Send a general enquiry about services
  • Ask for information about volunteering
  • Request a job pack
  • Opt in to join our e-newsletter mailing list

Unless you opt in to join our e-newsletter mailing list, we will only keep your contact details for as long as it takes us to deal with your enquiry effectively.

Information you put on Veteran HQ’s social media sites

Veterans HQ uses social media such as Facebook and twitter.  If you put information on Veteran HQ’s pages, it will be in the public domain and so will not be covered by this policy.

Veterans HQ will only post information about clients on social media if we have their consent to do so.

E-newsletter mailing list

We will keep names and email addresses of people who have opted in to receive our e-newsletter.  These will be kept on a spreadsheet which will be used by Veterans HQ staff who produce and send the newsletter.

The newsletters will contain information about Veterans HQ such as reports on project work, publicity received and information about events, which may include fundraising events and information about how people can support these.

Each email will include information about how people can opt out if they do not want to receive information in the future.

How to ask to see the information we hold about you

If you are a current client or service user, talk to your support worker.

If you were a client in the past, or you have been in contact with Veterans HQ for some other reason, please contact us.  You can do this by emailing or using the contact form on our website.

We will reply to your request within 14 days.  We will either:

  • Send you a full copy of the information we hold
  • Make arrangements with you to come and view the information (for example for paper records or CCTV)
  • Send you a summary of the information, for example, if providing you with full access would give you information about someone else without their permission
  • Give you an explanation of why we cannot give you the information you are asking for.

We will also give you information about who to contact if you want to take the matter further.

If you think there is something wrong

  • If you think the information we hold about you is wrong, you can ask us to correct it.
  • If you don’t want us to hold any personal information about you at all, you can ask us to remove it from our records.
  • If you think we have passed on information to somebody else without your permission, you can use our complaints procedure.
Get in touch

Get in touch