Privacy & complaints

Privacy policy

Angel Fulfilment Services Ltd operates helloangel.co.uk. It is Angel's policy to respect your privacy regarding any information we may collect while operating our websites.

Website visitors

Angel collects non-personally-identifying information of website visitors of the sort that web browsers and servers typically make available, such as the browser type, language preference, referring site, and the date and time of each visitor request. Angel's purpose in collecting non-personally identifying information is to better understand how our visitors use our website. From time to time, Angel may release non-personally-identifying information in the aggregate, e.g. by publishing a report on trends in the usage of our website.

Angel also collects potentially personally-identifying information like Internet Protocol (IP) addresses for logged-in users and for users leaving comments on our sites and blogs. Angel only discloses logged-in user and commenter IP addresses under the same circumstances that it uses and discloses personally-identifying information as described below, except that commenter IP addresses and email addresses are visible and disclosed to the administrators of the blog/site where the comment was left.

Gathering personally-identifying information

Certain visitors to Angel's websites choose to interact with us in ways that require us to gather personally-identifying information. The amount and type of information we gather depends on the nature of the interaction. In each case, Angel collects such information only in so far as is necessary or appropriate to fulfil the purpose of the visitor's interaction with us. Angel does not disclose personally-identifying information other than as described in this policy, and visitors can always refuse to supply personally-identifying information, with the caveat that it may prevent them from engaging in certain website-related activities.

Aggregated statistics

Angel may collect statistics about the behaviour of visitors to its websites. We may display this information publicly or provide it to others. However, Angel does not disclose personally-identifying information other than as described in this policy.

Protecting your information

Angel discloses potentially personally-identifying and personally-identifying information only to those of its employees, contractors and affiliated organisations that (i) need to know that information in order to process it on Angel's behalf or to provide services available on our websites, and (ii) have agreed not to disclose it to others. Some of those employees, contractors and affiliated organisations may be located outside your home country; by using Angel's websites, you consent to the transfer of such information to them.

Other than to its employees, contractors and affiliated organisations, Angel discloses such information only in response to a subpoena, court order or other governmental request, or when Angel believes in good faith that disclosure is reasonably necessary to protect the property or rights of Angel, third parties or the public at large.

Emails & security

If you are a user of Angel's website and have supplied your email address, we may occasionally send you an email to tell you about new features, ask for your feedback, or keep you up to date with what's going on at Angel. If you send us a request (for example via email or via one of our feedback mechanisms), we reserve the right to publish it to help us clarify or respond to your request, or to help us support other users. Angel takes all measures reasonably necessary to protect against the unauthorised access, use, alteration or destruction of potentially personally-identifying and personally-identifying information.

Complaints policy

We take complaints seriously. Download our full Complaints Policy below to see how we handle, investigate and respond to any concerns you raise with us.

How to raise a concern or complaint

Every complaint will be taken seriously and handled with care.

During a call: tell the person you're speaking to, or ask to speak to a supervisor or manager. All core shifts have a call centre manager on them.

By email: contact us at [email protected].

What happens next

We'll look into your complaint and involve the right people to resolve it. Where it relates to the charity we're working for, for example its fundraising, communications or how it has handled your details, we'll share it securely with the charity so it can respond. Where it relates to Angel's own service or conduct, a member of our senior management team will oversee the investigation and, where appropriate, let you know the outcome.

Your information

Any personal information you share with us when making a complaint will be handled securely and in line with data protection law. We'll only share it with the charity concerned where that's needed to resolve your complaint.

Learning from complaints

We use the feedback we receive to improve our training, processes and service, and we review complaint trends with the charities we work with.

If you're still not satisfied

If you remain unhappy once your complaint has been fully responded to, you can refer a fundraising complaint to the Fundraising Regulator. If your concern is about how your personal data has been handled, you can also contact the Information Commissioner's Office.