When and How we Collect Information

Firstly, and most obviously, when you give us your personal information, we save it and use it to communicate with you. Personal information means things like your name and contact details. You give us this information when you purchase any of our resources, make a donation, request materials or information or sign up for one of our events.

Our Basis for Processing

We will only use your data in the ways you’ve asked us to and given consent for.

We may use your personal data to:

• keep you up-to-date on news and stories about our work

• ask for financial support and non-financial support such as volunteering or prayer

• process donations you give us, or support your fundraising for us, including Gift Aid

• provide information or packs you’ve asked for

• send you feedback surveys

How and Where we Store Your Information

We keep your personal information only for as long as it is needed for the purpose for which it was collected, or to meet our legal, accounting, tax, or regulatory obligations.

If you decide that you no longer wish to receive our electronic newsletter, you can unsubscribe at any time by clicking the 'Unsubscribe' link at the bottom of any newsletter. We will then remove you from our mailing list.

We take appropriate technical and organisational measures to protect your personal information against unauthorised access, loss, misuse, or disclosure. Your information is stored using secure systems and trusted third-party service providers that maintain appropriate security standards.

Depending on how you interact with us, your information may be securely stored or processed by the following providers:

• Mailchimp – for email newsletters and surveys.

• Shopify – for purchases made through our online shop.

• Square Up Europe Ltd – for purchases made over the phone, by email, or at exhibitions.

• Xero Ltd – for financial records, invoices, and donations processed directly by us.

• Stewardship Services (UKET) Limited – for donations made through Stewardship.

Access to personal information is restricted to authorised staff members and volunteers who need it to carry out their role. All such individuals receive appropriate data protection training and are required to keep personal information confidential.

If you pay by debit or credit card, your payment will be processed securely in accordance with the Payment Card Industry Data Security Standard (PCI DSS). We do not retain your full debit or credit card details once your transaction has been processed.

Where you have provided bank account details for a Direct Debit, we may retain these details only for as long as necessary to administer your Direct Debit in accordance with the Direct Debit Guarantee and applicable legal requirements.If you have questions just email us at office@uglyduckling.org.uk

Where We Share Your Information

We want you to know that we will never share or sell your personal information to other charities or organisations for their marketing purposes.

We may, however, need to disclose information if required to do so by law or if requested by a regulatory body, such as HMRC, or by the police.

We also use information to help us understand and report on the impact of our work. Any reporting is based on anonymous, aggregated data, such as the types of resources distributed and the geographical areas, districts, counties, or types of organisations that have received them. We do not include any personal information in these reports, and neither you nor your organisation will be identifiable from any data we publish or share with our funders or supporters.

Your Choices and Telling us when Things Change

If you want to change what we send you or how we contact you, just let us know — simply email us on office@uglyduckling.org.uk and we commit to actioning your request in a timely manner.

Changes to This Policy

We last updated this policy in August 2026. We’ll amend this policy if there are any changes to how we do things or changes to data protection or other legislation. If we make any significant changes we’ll show you clearly on our website.

Whenever you engage with us through our websites, social media, email or telephone, or send us your personal information in any other way, we’ll process your information as explained in this policy. When you provide your information, you’re agreeing to this policy. If you don’t agree, please don’t give us your data.