Our Privacy Statement

Here at Norfolk and Waveney Mind we are committed to protecting the personal information of individuals. We make every effort to ensure that information that we hold about people who we are connected with, for whatever reason, is stored and managed safely and in accordance with the laws governing the holding of information.

We want everyone who comes to us for support, who supports us, works for us, or with us, to feel confident and comfortable with how any personal information they have shared with us will be looked after or used.

This Privacy Statement sets out how we collect, use and store personal information. It also says how the information we hold about people can be updated.

We will only collect and use information about individuals in line with this Statement. We are committed to treating everyone with respect and openness and adhering to the laws and regulations governing data protection and privacy. 

This is our first Privacy Statement and was adopted in April 2018. If, and when, we need to make any changes to this we will include this within the ‘News’ section of this website.

What is Data Protection

Data protection is about protecting people from the misuse of their personal information. Data protection legislation aims to prevent harm to people that organisations hold information about by giving organisations a legal responsibility for keeping the information as safe as possible.
In order to provide the services that we do, we have to have some essential information about the people we provide those services to. We do though fully recognise our responsibility to prevent any of this information being misused by others.

There are laws that we have to adhere to regarding data protection. In the UK this is covered by UK and EU legislation (and will remain so even when the UK exits the EU). The governing body for data protection is the Information Commissioner’s Office where full details of the Data Protection Act 1998 and the General Data Protection Regulations (GDPR) can be found.

Our Legal Details

Norwich & Central Norfolk Mind is the name by which we are usually known and prefer to be referred to as.  Sometimes people do though shorten this to Norwich Mind. The name we are legally registered as though is Norwich & Central Norfolk Mental Health Resources. We are registered under this name with the Charity Commission and Companies House. Our Charity number is 1118449 and our Registered Company number is 05729028.

Our Head Office and registered address for legal purposes is 50 Sale Road, Norwich, NR7 9TP.
We are a "data controller" for the purposes of the Data Protection Act 1998 and (from 25th May 2018) the EU General Data Protection Regulation 2016/679 ("Data Protection Law").  This means that we are responsible for, and control the processing of peoples personal information. We are registered with the Information Commissioner’s Office (ICO). Our ICO Registration Number is Z4761485.

How and why we need to have personal information 

Everything we do is aimed at helping people who are experiencing poor mental health themselves, or people who are caring for someone with a mental health problem, get either help, advice or support.

When we work with someone in any of our services we will usually need to have some essential information about them. This will normally include personal details such as name, date of birth, email address, postal address, telephone number, age, sex etc. When we first have contact with someone we will usually ask for this information and ask to be kept informed of any subsequent changes. We need this information to enable us to be able to work effectively. We will always tell people why we need information about them, how we will use it and who we may share it with. If we think that we might have to share information about someone with another organisation (who may already be involved with that individual in some way) we will ask for the individual’s consent. Unfortunately if consent is not given it may mean that we may not be able to give all the help that we really need to.

Even internally within the organisation we take great care to ensure that only staff and volunteers who need to have access to information about individuals has access to it. Sometimes though people who are not directly involved in providing a service to an individual may need to be given some personal information about them. This is only when it is essential though.

We also sometimes have to provide information and statistics to external bodies such as National Mind and organisations that fund the services we provide. Sometimes these organisations need us to provide statistics on more sensitive demographic information such as sexual orientation, religion or ethnicity of the people we work with. This is to make sure that we are operating with equality, effectively and in a non-discriminatory way and meeting the standards of service that they expect from us. Sometimes the information can also be used to calculate how much we are paid for the services we provide. These are the reasons why we have to ask most of the people we have contact with for this information. However where personal information is being asked for just for the purpose of enabling us to provide statistical data people can themselves elect not to answer these questions. These questions will be clearly indicated when information is being requested.

Where we have to provide information to external organisations we do so in a consolidated way that does not identify individuals.

If someone’s involvement with us is not because they are receiving a service but for another reason we may well also need to collect and hold information about them. This may just be because they are looking at our website, enquiring about our services, asking for information or applying for a job.

If someone is buying a service from us or paying for something we may need to keep additional information about them – for example to enable us to collect Gift Aid for any donations.
If someone makes a major donation to us we may have to comply with the Charities (Protection and Social Investment) Act 2016 and follow the recommendations of the official regulator of charities, the Charity Commission, which require us to identify and verify the identity of supporters who make major gifts so we can assess any risks associated with accepting their donations.

One of the only significant exceptions where we may not need information about an individual is our Telephone Support Line. This service may currently be accessed on an anonymous basis. It may still though be helpful for individuals to share some information with us to enable us to be able to help them.

If someone contacts us for signposting to other service providers or providing immediate advice we may not need to record personal details.

Sharing Information

The personal information we collect and hold about individuals will mainly be used by our staff (and volunteers) so that they can provide support, help and advice.

We will never sell or share personal information with other organisations so that they can use it for any marketing activities. Nor do we sell any information about web browsing activity.
Some of the services that we provide are delivered in contractual partnerships with other organisations such as The Norfolk & Suffolk (Mental Health) Foundation Trust (NSFT) and Together for Mental Wellbeing. In these cases we may have to share details of our involvement with individuals.  Where we do this though processing of this information is always carried out under our instruction. We make sure that they store the data securely, delete it when they no longer need it and never use it for any other purposes.

The terms of our Partnerships require organisations that we work with to comply with Data Protection Laws and ensure that they have appropriate controls in place to secure personal information.

Other exceptions where we might have to share an individual’s information with an organisation for which no express permission has been granted is if we have real and serious concerns about that persons own or someone else’s wellbeing. Examples of this might include anyone reporting serious self-harm or posing a threat to others. Alternatively if a child or other vulnerable person tells us about a serious issue such as physical abuse or exploitation we may be legally required to tell another organisation.

We may also have to disclose personal information if required to do so by law (for example, to comply with regulations and codes of practice or in response to a valid request from an organisation who has a legal right to that information.

We may also share personal information if we feel it essential to protect or defend our rights, property or the personal safety of either our staff or any other person. 

Sensitive Personal Information 

Sometimes individuals may feel that they want to share your experiences either by providing a blog or case study. If people do this we will respect any wishes that they may have in enabling their story to be told.

If someone shares with us the experiences of a friend or relative we will ask them first of all to confirm that their friend or relative has consented for their story to be told. We may ask them for their personal confirmation of this. 

Making contact electronically and by post

Once someone has been in contact with us we may use their contact details and personal information to keep in contact with them. This may be by sending periodic information or newsletters. We will ask for their permission to do this though and this can be withdrawn at any time. Details of how to ask us to stop making contact will be included on these communications.

If someone is receiving support from us for some services we may also need to make contact either by telephone or by text. We will only do this though if this has been agreed beforehand.

Keeping your information safe

We take looking after personal information very seriously. We will store any personal information securely, in line with the Data Protection Act 1998 and the General Data Protection Regulation (GDPR), effective from the 25th May 2018.

We have made arrangements to protect the personal information (both electronic and written) from improper access, use, alteration, destruction and loss.

Unfortunately the transmission of information using the internet is not completely secure. Although we do our best to protect personal information sent to us this way, we cannot guarantee the security of data transmitted to our site.

Our websites 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. Advertisers or Web sites that have links on our site may collect personally identifiable information. This privacy statement does not cover the information practices of those websites or advertisers.

Any payment arrangements made via our website using Paypal do not involve the retention of any personal banking arrangements.

How long we hold your information for

We only keep personal information as long as we need to in order to comply with legal requirements. When we have to dispose of information we do so by deleting electronic files so that information cannot by recovered or by the shredding of paper copies of documents.

The rights that you have if you give us personal information

If you give us personal information you will have a range of legal rights as set out in more detail below.  If you wish to exercise any of these rights or make a complaint, you can do so by contacting our Head of Resources at 50 Sale Road, Norwich, NR7 9TP, by email at finance@norwichmind.org.uk or by phone on 01603 432457.  You can also make a complaint to the data protection supervisory authority, the Information Commissioner's Office, https://ico.org.uk/

Access to your personal information: If we hold any personal information about you, you have the right to request access to find out what personal information we hold about you,  why we need it, who we share it with, how long we keep it for and whether it has been used for any automated decision making. You can make a request for access free of charge.  If you would like to exercise this right please make any requests in writing to 50 Sale Road, Norwich NR7 9TP, and provide us with evidence of your identity.

Right to object: You can object to our processing of your personal information where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground. You also have the right to object where we are processing your personal information for direct marketing purposes.  Please contact us as set out above, providing details of your objection.
Rectification: You can ask us to change or complete any inaccurate or incomplete personal information held about you.

Erasure: You can ask us to delete your personal information where it is no longer necessary for us to use it, you have withdrawn consent, or where we have no lawful basis for keeping it.
Portability: You can ask us to provide you or a third party with some of the personal information that we hold about you in a structured, commonly used, electronic form, so it can be easily transferred.

Restriction: You can ask us to restrict the personal information we use about you where you have asked for it to be erased or where you have objected to our use of it.
No automated-decision making:  Automated decision-making takes place when an electronic system uses personal information to make a decision without human intervention.  You have the right not to be subject to automated decisions that will create legal effects or have a similar significant impact on you, unless you have given us your consent, it is necessary for a contract between you and us or is otherwise permitted by law.  You also have certain rights to challenge decisions made about you.  We do not currently carry out any automated decision-making.
Some of these rights only apply in certain circumstances and we may not be able to fulfil every request.

When you visit our website - Information that we need to have about you

When you visit our website we need to gather general information which might include which pages you visit most often and which services, events or information is of most interest to you. We may also track which pages you visit when you click on links in emails from us. We also use "cookies" to help our site run effectively.

We use this information to personalise the way our website is presented when you visit to make improvements and to ensure we provide the best service and experience for you. Wherever possible we use anonymous information which does not identify individual visitors to our website.
'Cookie' is a name for a small file, usually of letters and numbers, which is downloaded onto your device, like your computer, mobile phone or table when you visit a website.

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

The cookies we use

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

We use two categories of cookies:
  • Strictly necessary cookies are essential for you to move around our website and to use its features, like our shopping basket and your account.
  • Performance cookies collect anonymous information about how you use our site, like which pages are visited most.
You can opt out of the performance cookies. Find out how to control and delete cookies in your browser. But, if you choose to refuse performance cookies, our website may not function for you as we would like it to.


Your communications with us (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.

Need more information?

For further information about our privacy practices please contact us by:
  • Writing to Norfolk and Waveney Mind, 50 Sale Road, Norwich, NR7 9TP
  • Calling us on 01603 432457
  • Emailing enquiries@norfolkandwaveneymind.org.uk

Great Yarmouth Office

28-31 Deneside
Great Yarmouth
NR30 3AX
Tel: 0300 330 5488


Norwich Office

50 Sale Road
Tel: 0300 330 5488

King's Lynn Office

Saunders Yard
King's Lynn
PE30 1PH
Tel: 0300 330 5488

© 2019 Norfolk and Waveney Mind
We're a part of Mind
We're a registered charity (no. 1118449) and a registered company (no. 05729028) in England

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