Returners Privacy Policy


At Carer Support Wiltshire we are committed to protecting your privacy and security and ensuring you remain informed and in control of the information you supply to us.

This Privacy Notice will help you understand how we will collect, use and protect your personal information as part of the Returners Programme. We, Carer Support Wiltshire, are the ‘controllers’ of the information which we collect about you (‘personal data’). Being controllers of your personal data means we are responsible for how your data is processed. The word ‘process’ covers most things that can be done with personal data, including collection, storage, use and destruction of that data.

This notice explains why and how we process your data, and explains the rights you have around your data, including the right to access it, and to object to the way it is processed. Please see the section on ‘Your rights as a data subject’ for more information.

Carer Support Wiltshire is an independent charity (Charity Number 1092762) providing information, advice and support to carers in Wiltshire. The Returners Programme is funded by the Government Equalities Office. Some of our other carer services, which we may refer you to, are funded under an agreement with Wiltshire Council and NHS Wiltshire Clinical Commissioning Group.

Exercising your rights, queries and complaints

If you have any questions about our privacy policy or anything related to data protection please email our admin team and they will refer it on to our Data Protection Officer (DPO). You can also write to us at: Carer Support Wiltshire, Independent Living Centre, St Georges Road, Semington, Trowbridge, Wiltshire, BA14 6JQ or call us on 01380 871690.

If we are relying on your consent to process your data, you may withdraw you consent at any time.

We have a separate privacy policy if you register as a carer with Carer Support Wiltshire.

What information do we collect about you?

Personal Data is any information that relates to a living, identifiable person.

As a returner we will be collecting:

  • Your name, address, age, date of birth, gender, contact details;
  • Some special categories of data. The collection and use of these types of data is subject to strict controls and will only be help with your explicit consent:
    • Your race or ethnic origin
    • Physical or mental health
    • Education level
    • Employment history

If you are a Working for Carers member or register with the Returners Programme as an employer, we will collect information around your organisation or business. The only personal data we will collect will include:

  • Your name
  • Your email address
  • Your job title

When do we collect information about you?

We collect your personal data mostly through our contact with you, and the data is usually provided by you, but in some instances we may receive data about you from other people/organisations, for example, if you are referred to us by another organisation. We will explain when this might happen in this policy.

  • We collect information about you when you register with the Returners Programme
  • When you are referred to us as a carer looking to return to work from a third party
    • Our own Carer Support Wiltshire staff who may be supporting you in your caring role
    • Wiltshire Council, and specifically the Building Bridges project
    • Schools & Colleges
    • Other charities
    • Employers
    • Friend or family member
    • And if you are a carer, voluntary and community organisations that may be able to help support you in your caring role
  • When you register as an employer with the Returners Programme or as a Working for Carers member
  • If you register and subscribe to our publications and communications
  • When you provide feedback or make a complaint
  • When you provide consent for a photograph or a video of you to be used for Carer Support Wiltshire communications including our website, media and social media
  • When you provide consent for your story to be used in the media and in Carer Support Wiltshire communications, including our website and on social media

Why we collect information about you

In general terms, we process your data in order to manage our relationship with you by phone, email, in person, via our website and via third party organisations to:

  • Carry out our obligations arising from any agreement entered into by you and us for the provision of information, advice and services to support you in your return to work.
  • Seek your views or comments on the services we provide
  • Send you communications which you have requested
  • Inform our future service developments to ensure they are fully accessible
  • Monitor our work
  • Comply with a legal or regulatory obligation
  • When processing of data is necessary for the performance of a contract to which the data subject is party.

At times, we may further process data which we have already collected. We will only do this if the new purpose for processing it further is compatible with the original purpose that the data was collected for. We will tell you about any further processing before carrying it out.

Who we share your data with

For some processing purposes we share your data with third parties. We will never sell your personal data. This is a list of the information we may share with external recipients, and for what purpose:

  • Government Equalities Office as part of our funding requirements. Your data will be anonymised;
  • Wiltshire Council and in particular their Building Bridges project for extra support with your return to work;
  • Wiltshire College for training opportunities;
  • Employers registered with the Returners Programme or our Working for Carers service for mentoring opportunities;
  • External suppliers used for newsletter mailing. We use Mailchimp as our bulk email provider.
  • And if you are a carer, voluntary and community organisations that may be able to help support you in your caring role.

Your rights as a data subject

We want to ensure you remain in control of your personal information. Part of this is making sure you understand your legal rights. As a data subject, you have the following rights in relation to your personal data processed by us:

  • To be informed about how your data is handled;
  • To gain access to your personal data;
  • To have errors or inaccuracies in your data changed;
  • To have your personal data erased, in limited circumstances;
  • To object to the processing of your personal data for marketing purposes or when the processing is based on the public interest or other legitimate interests;
  • To restrict the processing of your personal data, in limited circumstances;
  • To obtain a copy of some of your data in a commonly used electronic form, in limited circumstances;
  • Rights around how you are affected by any profiling or automated decisions.

How we store your data

Your personal data is held in electronic formats.

Electronic data, including emails, is stored on our secure servers which are located in the UK.

How long we keep your data

We take appropriate actions to make sure that the data we hold about you, whether that is on paper or electronically in a computer file or database, is stored securely. We will only hold this data for as long as it is necessary for the purposes for which it is provided to us. We will dispose of unnecessary personal data using secure deletion methods (electronic) or shredding. We will contact you periodically (at least every 3 years) to confirm that the data we hold about you is accurate and up-to-date and that we may continue to contact you. We will then update our records accordingly.

A copy of our retention schedule is available on request.

Our legal basis for processing

We use two legal basis’s for processing your data:

  • Legitimate interest: processing is necessary for the purposes of the legitimate interests pursued by the controller or by a third party, except where such interests are overridden by the interests or fundamental rights and freedoms of the data subject which require protection of personal data, in particular where the data subject is a child.
  • Consent: the individual has given clear consent for us to process their personal data for a specific purpose.

Cookies on our website

Cookies are small files which websites store on your computer and which contain various types of information about your visit to a website. They are not viruses or malicious software but they are generally aimed at providing you with a good experience when browsing a site by, for example, remembering your preferences so that you do not need to reset them every time you visit the website.

Cookies can record information about how you browse the internet. They can therefore be used by websites to advertise goods and services which, based on your browsing history, are similar to goods and services which you have previously searched online. This is why some users reject or delete cookies.

Cookies normally expire after a length of time which can vary from a few minutes to more than a year. Some cookies are ‘session cookies’ which are deleted when you close your internet browser or after a period of inactivity. Others are ‘persistent cookies’ which remain on your computer until their expiration date.

We do not store cookies on your computer without your consent, unless they have the sole purpose of carrying out the transmission of communications or they are strictly necessary for providing an online service.

You may restrict or block cookies which are set by any website through your browser settings. Your browser settings also allow you to clear your browsing history and delete cookies. Information about how you can do this can be found on the Information Commissioners Office website. Mobile devices may have their own settings and you need to refer to the manual of the device.

Please note that restricting or disabling cookies may impact the functioning of parts of our website.

Our website cookies

Our website uses the following cookies:

_ga This is used by Analytics to calculate visitors, session, campaign data, etc. Expiration time is set to two (2) years and it resets each time when a visitor hits a page. No personal information or data is stored. Used to distinguish users. This cookie enables us to estimate our audience size and usage pattern.

_gat Described by Google as “Used to throttle request rate”(no more information is available about this cookie). Expires in ten (10) minutes. This cookie enables us to limit the number of times information is recorded.

_gid This is used to distinguish users but has a 24hours expiration time

wordpress_test_cookie  This is used to detect if cookies are enabled in your browser.

wordpress_logged_in_[hash]  This is used to indicate you are logged in, and identify your authenticated session on the website, for interface use.

wordpress_sec_[hash]  As above, this is used to indicate you are logged in, and identify your authenticated session on the website, for interface use.

gp_cookie_notice  This is used to save whether or not you have accepted or rejected the tracking consent notice on our website to run Google Analytics.

How to manage cookies

Our cookies do not store financial information, or information which is capable of directly identifying you (such as your name or address). Cookies simply allow our website to retrieve this information in order to personalise and improve your experience of our website.

However, if you wish to restrict, block or delete cookies provided by our site – or any other website – you can use your browser to do this. Each browser is different so check the ‘Help’ menu of your particular browser to learn how to change your cookie preferences, or use the following weblinks:

Microsoft Internet Explorer


How to manage Cookies in IE 11

Mozilla Firefox



Google Chrome


Manage Cookies

Google Analytics

Our analytics partner also provides the ability for users to opt-out

Further information on cookies is available online

Please bear in mind that if you do this, certain personalised features of this website and others cannot be provided to you.

Third Party Cookies

To help improve your experience of our site we use content from other sites to help users and improve usability for example Google Maps for store locators. We also use social sites such as Facebook and Twitter to allow businesses to communicate with their clients along with analytics to help improve user experience. We do not control these social media websites and we suggest you read their cookie policy to see which ones they use and how to manage them.

What their cookies are used for

Google Maps

We use Google Maps to show our location.

Googles privacy policy

Social Media Tools

We take advantage of social networks and like to share our content with friends across these networks, such as twitter, you may receive cookies from these websites. We are not in control of these third-party cookies, if you’d like to learn more about them – visit their websites.




Information Commissioners Office, Data Protection Act 2018 and GDPR

We have registered with the Information Commissioner’s Office (ICO) and adhere to the following principles:

  • Access to your information is restricted to our relevant trained staff and volunteers only;
  • Where any hard copies are created, the hard copies of your information and confidential documents are kept securely.

All our relevant employees and volunteers have received training in how to handle your information. This includes ensuring they are aware of the importance of handling your information safely and securely, and understanding the procedures in place to ensure this happens

We will periodically evaluate our database and securely delete any contacts no longer engaged or any information no longer needed by us

We have measures in place to keep your information safe and secure.

Complaints to the Information Commissioner (ICO)

You have a right to complain to the ICO about the way in which we process your personal data. You can make a complaint on the ICO’s website.