How we use your information

We are committed to protecting and respecting your privacy, and keeping your information safe.

On this page you can find a summary of our Privacy and Data Protection policies, which outline how we use and store your information, also known as your 'personal data'.

If you have any questions about how we use the data you give us, please email our Data Protection team on

What we do with your data

We use data from our supporters and beneficiaries to help us make more informed decisions about the support and services we provide, and the fundraising work we do. Using data helps us make more efficient use of our resources and, ultimately, brings us closer to a future without osteoporosis.

We are registered with the Fundraising Regulator, commit to the Fundraising Promise and comply with requirements of the Fundraising Preference Service. Our Supporter Charter outlines our commitment to ethical fundraising practice.

What we don't do

We do not sell, trade or rent your personal data to others, for marketing purposes or otherwise. Please see our Supporter Charter for more information.

We do not conduct telemarketing, but we may call you for administrative purposes. For example, to check the accuracy of our records and update your details, or to discuss your donation or membership.

Frequently asked questions

What personal data does the charity have access to?

  • Data you give to us directly. For example, when you make a publication request, make an event booking or sign up to be a member.
  • Data we receive from a third-party organisation that is acting on your behalf. For example, when you make a donation online via a third-party website such as JustGiving.
  • Data we collect about you online when you use our website. For example, the cookies that indicate where you are located, or what pages you have visited on our website.
  • Data made publicly available online. For example, on social media, or via media articles.

How does the charity use my data?

We use the data you give us to provide you with the information, products and services that you have requested.

You will receive marketing communications from us if you have given your consent for us to contact you in that way.

Alternatively, we may contact you if we think there is a genuine reason to do so. This is referred to as 'legitimate interest'. For example, if you have attended an event, and we run a similar event that we think you will also be interested in.

You can change how you want to hear from us at any time, or choose to stop receiving communications from us altogether.

Where is my data stored?

All data is stored securely on our database, and is accessible only to those who need access to it to provide you with a service.

You can find further information about how we store your data in our Data Protection Policy.

How long will you keep my data?

We keep your information for as long as it is needed.

We use a clear framework when making decisions about retaining data. The framework is based on legal requirements, good practice guidelines, and benefit to the charity.

You can find further information on how long we keep your data in our Data Protection Policy.

Will you share my data with anyone else?

We may pass your data, including your name and contact details, to third parties for the fulfilment of services on our behalf. For example, when sending our Members' magazine, Osteoporosis News. Third parties could be mailing and distribution houses, postal service providers and payment processing companies.

If you have registered for an event or to participate in training, we may need to share your data with the event organiser. This may include your name and contact information, and any dietary information or accessibility requirements.

How will you make sure my data is kept secure if you need to pass it on to a third party?

We only work with suppliers that comply with the Data Protection Act 1998 and the General Data Protection Regulation (GDPR). We are also committed to regularly reviewing our contracts with third party suppliers, to ensure they are meeting requirements and handling your data securely.

When transferring data, we ensure it is transmitted securely, and is only given to those who need it to deliver a service to you. For example, a distribution house responsible for sending our members' magazine, Osteoporosis News.

If I contact the Helpline, will you record my call?

We record incoming and outgoing calls to our Helpline, Membership and Supporter Team. Calls are recorded for training and quality purposes and are held in line with our Data Protection Policy.

Call recordings are not attached to other data held about you on our system. More information is available in our Call Recording Policy.

We do not keep a written record of any information you give us about your experiences of osteoporosis, unless you give us consent to do so, or it relates to a safeguarding incident. Letters sent to the Helpline are kept for 6 months.

What data do you collect about me when I visit the website?

Our website uses 'cookies' to distinguish you from other website users.

A cookie is a text file that a website places on your computer when you visit that site. A cookie file contains bits of information about how you interact with the site and is used to remember your preferences and other useful things, to help make your experience using the site better.

We use Google Analytics to analyse how our beneficiaries and supporters use our website, to help improve the online services we provide.

When you visit our website, the following data may be collected automatically:

  • Technical data, including the IP address used to connect your device to the internet, browser type and version, time zone setting, browser plug-in types and versions, operating system and the type of device you are using.
  • Data about your visit, including how you got to our website, the length of your visit and the pages you viewed.
  • We may receive data about you if you use any of our other websites, or if you donate online through our online payment provider.

When you register on our website and create a user profile, any data collected via the website will be associated with that user profile.

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