Charity Policies

Our policies

We want to ensure that every aspect of our work is delivered to the highest standard and that we as a valued charity organisation, ensure safe and ethical practices. Please view our full PRIVACY POLICY below. Other policies in place include our VOLUNTEER POLICYETHICAL FUNDRAISING POLICY and COMPLAINTS POLICY. To request a full disclosure of all of our policies please contact us.

Privacy Policy

We will look after any personal information that you share with us.

This is central to our values as an organisation. We want everyone who supports us, or who comes to us for support, to feel confident about how any personal information they share will be looked after or used.

You can be confident that:

  • We only use personal information in the ways we need to and that is expected of us.
  • We will keep you up to date with our work, including how we are campaigning to improve services, raising awareness, promoting understanding, as well as our fundraising activities.
  • But we only use your personal information to do this if you have previously told us that’s OK.
  • We will make it easy for you to tell us how you want us to communicate with you, including how to opt out from future communications – and we promise your request will respected straight away.
  • We will never release your information to organisations outside ELF for their marketing purposes.
  • We will be especially careful and sensitive when engaging with vulnerable people or those we have reason to believe might be vulnerable.
  • We take all reasonable care to safeguard your personal information through security policies and secure business processes.
  • We will always provide straightforward ways for you to contact us; we are happy to answer any queries you have, at any time.

Exeter Leukaemia Fund privacy policy

We know that your privacy is very important to you.
We promise that it is even more important to us.

1. How we collect personal information about you

We may collect personal information from you when you interact with ELF. There are many occasions when this could happen: for example, if you enquire about our activities, register with us, make a donation to us, ask a question about services, purchase something, apply for a job or volunteering opportunity, or you chose to provide some optional feedback or otherwise provide us with personal information. And this may be when you phone us, go onto our website, use our shops, receive communication through the post or in person.

2. What information do we collect?

The personal information we collect might include your contact details, such as name, date of birth, email address, postal address, telephone number and credit/debit card details (if you are making a purchase or donation), as well as information you provide in any correspondence between us.

We may, for service provision purposes, also collect health information if you tell us about your experience or the experiences of a friend or relative; however, you can decide whether you want to remain anonymous or whether you are happy to share your personal details.

We also gather general information about the use of our websites, such as which pages users visit most often, and which services, events or facilities are of most interest. We may also track which pages users visit when they click on links in ELF emails. We may use this information to personalise the way our websites are presented when users visit them, to make improvements to our websites and to ensure we provide the best service for users. Wherever possible, we use aggregated or anonymous information, which does not identify individual visitors to our websites.

3. Cookies

'Cookie' is a name for a small file, usually of letters and numbers, which is download onto your device, like your computer, mobile phone or tablet when you visit a website.

They let websites recognise your device, so that the sites can work, or work better, and also gather information about how you use the site. A cookie, by itself, can't be used to identify you.

How do we use cookies?

We use cookies to distinguish you from other users of our website. This helps us to provide you with a good experience when you come to our website and also allows us to improve our site.

The cookies we use

cookie-agreed - Remembers your choice about accepting cookies to remove the notification

SESS<hash> - Remembers a user is logged in and keeps them logged in during their session

JGAnalytics - used by Just Giving donation platform to gather anonymous analytical data

We use the categorisation set out by the International Chamber of Commerce in their UK Cookie Guide.

We use all four categories of cookies:

  • Strictly necessary cookies are essential for you to move around our website and to use its features, like your account.
  • Performance cookies collect anonymous information about how you use our site, like which pages are visited most. No information that identifies you is kept.
  • Functionality cookies remember choices you make to improve your experience, like your text size or location. They may also be used to provide services you have asked for such as watching a video or commenting on a blog. They are anonymous.
  • Targeting or advertising cookies collect information about your browsing habits in order to make advertising relevant to you and your interests.

No cookies, please

You can opt out of all our cookies (except the strictly necessary ones). Find out how to control and delete cookies in your browser.

4. How do we use personal information?

We may use your personal information to:

  • Provide you with the important advice and support you’ve asked us for, whether this be over our information lines, through our publications or other important services
  • Provide or administer activities relating to all our services: updating you with important administrative messages, to help us identify you when you contact us, and help us to properly maintain our records
  • Improve your experience with us. We may use your information to enhance the service that our staff provide, Gift Aid declarations, to improve our information and communications, or to personalise the website to better suit your needs
  • Provide you with information about our plans. This may be letting you know about new or enhanced services that we hope will be useful and interesting to you, and may include fundraising updates. Of course, we will only do this either with your consent, where we need to fulfil a contract or service with you, or where we believe you will expect to be updated and contacted by us. You can of course ask us at any time to change how we contact you; simply contact
  • Analyse the personal information we collect about you, so that we can better understand our supporters, their preferences and needs, and important trends. This may mean looking at all the interactions you have with Elf, so we can aim to offer you the right information or offers at the right time including financial interactions, so we can ensure we ask you for an appropriate level of support. It may also mean using external sources of information about you, the area where you live or people like you, so we can better inform how we talk to you about our work. We believe this enables us to offer you more appropriate offers and communications, but you can opt out of this activity at any time. To do this please email with the subject line ‘Please stop analysis of my data’
  • We may need to disclose your information if required to do so by law (for example, to comply with applicable laws, regulations and codes of practice or in response to a valid request from a competent authority).

A special note about the sensitive information we hold

If you provide us with any sensitive personal data by telephone, email or by other means, we will treat that information with extra care and always in accordance with this privacy policy.

Your personal information and details of the enquiries received are stored on a secure database for no longer than is necessary for the purposes of its use. We carry out periodic deletion of data whose retention period has expired and/or when the need to continue holding such data is no longer necessary.

5. Your choices

We’d like to keep our all valued supporters up to date with our progress. So, to update you on what we’re doing and ask whether you’d be able to support us, where we are able to, we’d like to keep in touch with you (by post, phone, email, text and other electronic means) about our progress and how you can continue to help us in this important mission.

Please be reassured that respect lies at the heart of everything our committed staff and volunteers do: we respect any information that you share with us and you can change your mind and remove or add your consent at any time, by simply contacting us on

In cases where we may need to transfer and process your personal information, we will comply fully with our legal obligations as a data controller and take all steps necessary to ensure that your personal information is treated securely and in accordance with legislation.

6. Who sees your personal information?

The personal information we collect about you will be used by our staff (and volunteers) in Elf so that they can support you, and possibly to legal and regulatory authorities if required to by law.

We will never sell or share your personal information with organisations so they can contact you for any marketing activities. Nor do we sell any information about your web browsing activity.

7. Your Information Security

We take the security of your personal information extremely seriously.

We've implemented appropriate physical, technical and organisational measures to protect the personal information we have under our control, both on and off-line, from improper access, use, alteration, destruction and loss.

And we only keep it as long as is reasonable and necessary, which may be to fulfil statutory obligations (for example, the collection of Gift Aid).

Here are some of the ways we protect your personal information:

  • Offline, your personal information is kept securely in our databases and offices.
  • Our website may contain links to other sites. While we try to link only to sites that share our high standards and respect for privacy, we are not responsible for the content or the privacy practices employed by other sites. Please be aware that advertisers or websites that have links on our site may collect personally identifiable information about you. This privacy statement does not cover the information practices of those websites or advertisers.
  • Any debit or credit card details that we receive are passed securely to our payment processing partner, according to the Payment Card Industry Security Standards.

8. Your communication with our teams at ELF

Your communications with our teams (including by telephone or email) may be monitored and/or recorded for training, quality control and compliance purposes to ensure that we continuously improve our customer service standards.

9. How to update or access your personal information

You may ask us at any time to update your details, correct or remove information you think is inaccurate by:

  • Writing to Elf, The ELF Centre, Unit 2A Manaton Court, Manaton Close, Matford Business Park, Exeter, Devon EX2 8PF
  • Calling us on 01392 493344
  • Emailing to

You also have a right to know what personal information Elf holds about you. To request a copy of your personal information we hold, contact us by:

  • Writing to Elf, The ELF Centre, Unit 2A Manaton Court, Manaton Close, Matford Business Park, Exeter, Devon EX2 8PF
  • Calling us on 01392 493344
  • Emailing to

10. Changes to our privacy policy

Our privacy policy is reviewed regularly to ensure that it reflects how we use your information. Any changes will be notified to you by updating this policy, so please check this policy to see if any changes have been made that are important to you. Where appropriate, changes will be notified to you by email.

This privacy policy was last updated on 21/5/2018

11. Who we are

Here at ELF, we are committed to protecting your personal information and to reassuring you that that you have control over the information we store about you and what types of information you would like to receive from us.

For further information about our privacy practices, please contact us by:

  • Writing to Exeter Leukaemia Fund, The ELF Centre, Unit 2A Manaton Court, Manaton Close, Matford Business Park, Exeter, Devon EX2 8PF
  • Calling us on 01392 493344
  • Emailing to