Accessibility Expand Child Bereavement UK is committed to providing a website that is accessible to the widest possible audience, regardless of ability or technology. This is an ongoing process and are constantly seeking to improve in this area. The site has been designed to adhere to best practice by following W3C standards. We aim to be ‘AA compliant’ according to WCAG guidelines and we are working towards complying with AAA standards where possible. UserWay accessibility tool The UserWay accessibility tool helps make our website easier to use for everyone. It enables visitors to customise their experience by adjusting features such as text size, colour contrast, spacing, and navigation controls to better suit their individual needs. This supports a more inclusive experience for people with visual, motor, or cognitive impairments. To access the tool, simply click the accessibility icon located on the edge of the screen, which opens a menu of available options that can be applied instantly and adjusted at any time during your visit. Layout Child Bereavement UK’s website uses Cascading Style Sheets (CSS) to control all presentation and layout so that content is well structured and easily accessible via assistive devices. Font size Text size can be increased or decreased by using the zoom controls in your browser. Find the instructions for your browser below: Apple Safari Google Chrome Mozilla Firefox Microsoft Edge Website content Content across the site has been written and formatted to make it as accessible as possible: We aim to use clear and easy to understand language wherever the subject permits Semantic headings are descriptive and used to highlight sections of text Links are accompanied with meaningful text No information or navigation is conveyed through the use of colour alone Images We in the process of adding descriptive alternative text to to all images used for non-aesthetic reasons. PDF downloads There are a number of PDF documents available to view online or download across the our website. You can find out more about how to configure the free Adobe Reader software to obtain greater access to PDF files by visiting the Adobe site. More information The BBC's My Web My Way website includes help for those who may benefit from making changes to computer, browser or operating system to be able to view any website in a more accessible way. Your feedback Child Bereavement UK welcomes any comments, suggestions or feedback. If you are using adaptive technology and are having problems accessing bereavement support information on our website, please contact us with details of the problem you encountered and the technology you are using and we will do our best to help you and provide the information you need in whichever format best suits your needs.
Complaints Policy Expand Child Bereavement UK is committed to providing high quality, professional standards to all those who use our services and to people who support us in any way. We recognise the importance of continuous improvement and view any complaint received as an opportunity to improve our practices and services. Child Bereavement UK commits to ensuring that: People who use our services, those who support us, and the wider public know how to make a complaint and can do so easily Those making a complaint know that it will be dealt with sensitively, honestly and fairly Complaints are dealt with in a timely and efficient manner All Child Bereavement UK staff are aware of the complaints policy and procedures and feel confident in these Complaints are reviewed on a regular basis as a standing agenda item for both the Senior management Team and Board of Trustees to inform service and process improvements What is a complaint? A complaint is an expression of dissatisfaction or concern about the standard of service, actions or lack of action taken by the charity as a whole, by its members of staff, or by its volunteers, which affects an individual or group(s) of people with whom the charity is involved. How do I make a complaint? Any individual or group can make a complaint, or a complaint can be made on behalf of someone else. In cases where a complaint has been made on behalf of someone else, we will be mindful of data protection issues when responding. Complaints in relation to our services/activities can be made: In person to any Child Bereavement UK staff member By email: [email protected] By telephone to our Head Office: 01242 515 157 By letter to Becky Harding, Chief Operating Officer, Child Bereavement UK, Conway House, 31-33 Worcester Street, Gloucester, GL1 3AJ Complaints regarding fundraising can be made for the attention of Beckie Wynne, Director of Income Generation By email: [email protected] By telephone: 01242 515 157 Any individual who posts negative feedback on any Child Bereavement UK social media channel will be invited to discuss their concerns further with a relevant staff member and/or to make a formal complaint via the channels listed above. What will be done with my complaint? All complaints will be acknowledged within five working days of receipt. We will appoint a member of the Child Bereavement UK Senior Management Team to investigate the complaint. We will inform you of the name of the person who will be investigating your complaint. We may need to ask you for any further information that will help us with our investigation; this could include asking for input from the person on whose behalf you are complaining, in such cases. We aim to resolve most complaints within fifteen working days of receipt. Some more complex issues may require investigation that might mean this is not possible; in these circumstances, we will keep you informed of progress. We will respond to you, or the person on whose behalf the complaint was made, to communicate the findings and outcome of the investigation. Any complaint which involves a potential fraud, safeguarding or whistleblowing issue will be progressed in line with our internal policies. What can I do if I’m not happy with the response I get? If you are not satisfied with the response you have received, the complaint can be referred to Child Bereavement UK’s Chief Executive. The final stage of appeal sits with Child Bereavement UK’s Board of Trustees. If you are not satisfied with the final response you have received from us, you can contact the Charity Commission (England & Wales) or the Scottish Charity Regulator; If in relation to a fundraising matter, you can contact the Fundraising Regulator. How does Child Bereavement UK use complaints to improve standards? Our first priority is to satisfactorily resolve the complaint for the person who has made the complaint. In addition, every complaint is reviewed thoroughly, so that learning points can be identified, and actions put in place, where required, to improve our services or processes. Any complaints received are collated in a confidential, anonymous complaints register which is reviewed by our Senior Management Team and reported to our Board of Trustees on a regular basis. Our complaint management for fundraising issues is linked to the requirements set by the Fundraising Regulator, and ensures that we are accountable to our supporters and beneficiaries. In order to ensure that we are responding to complaints properly and in the most constructive way possible, this policy is reviewed every two years. February 2026
Cookie Policy Expand What are cookies? Cookies are text files placed on your computer’s browser or hard drive by websites you visit. There are different types of cookie; some are essential for websites to operate properly, while others are used by websites to track visitors or are aimed at enhancing your user experience. How we use cookies We use cookies to enable visitors to navigate the site and use features to make donations, use our Live Chat, and buy merchandise. We also use cookies to track how visitors use our website to enable us to provide more enhanced personal features and improve the site. Cookies are also used with online registration forms when individuals register an interest in areas of our work. What types of cookies do we use? Strictly Necessary Cookies These cookies are essential to enable you to move around the website and use its features, such as making donations or buying merchandise. Without these cookies, we cannot provide some of the basic functionalities of our website. Performance Cookies These cookies collect information about how visitors use our websites, for instance which pages visitors go to most often, and the pages that they don’t. This helps us to understand and improve the site so it is easy to use and includes helpful content. These cookies don’t collect information that identifies visitors, so we can’t identify you individually. Functionality Cookies These cookies allow our website to remember the choices you make as you browse the site. For instance, your login details. They provide more enhanced and personal features. The information collected is anonymised and they cannot track your browsing activity on other sites once you leave our site. Third Party Cookies We use third-party cookies to check how well our Meta, Twitter and LinkedIn paid campaigns are doing and to improve their relevance to you. They allow us to reach you on these platforms if you have visited our site before and then track important behaviours that are valuable to us such as whether you fill in a contact form. Here are some links that explain interest-based advertising and how to opt-out: Information on Meta's interest-based advertising Information on Twitter’s interest-based advertising Information on LinkedIn’s interest-based advertising We also use cookies for our Google Ads Grant. These allow us to show ads that are more relevant to you. We base this on what you are searching for on Google, and web pages that appeared to interest you most when you visited our site in the past. Google Ads preferences How to turn off cookies You can turn cookies off at any time, by going into your browser settings, however this may have a detrimental effect on your user experience. If you are happy to continue letting us use cookies in the ways set out in this Policy, to help us guide our work, then you need not do anything. If you have any concerns about the cookies we use, please contact: [email protected] Links to other sites The Child Bereavement UK website contains links to other websites. We are not responsible for the content of these websites and if you follow links to other sites then any personal information you may subsequently provide will be subject to the privacy policies of those sites. February 2024
Data Protection Statement for Recruitment Expand Candidates providing applications and personal data to the Charity will be advised that their information will be stored, by means of the following statement: “It is assumed that you give consent for any personal or special categories of personal data which you submit as part of an application for this position to be processed by Child Bereavement UK (the “Charity”). If you do not accept these terms or if you do not give your consent to your data being processed and stored in this way, then please do not apply for this role. Any personal or special categories of data you send to the Charity will be used solely for the purposes of recruitment and selection in respect of the position for which you have applied. Such data will not be shared with anyone else unless there is a legal requirement to do so. If your application is unsuccessful, your personal data will be erased from our systems within 1 year except to retain a log of your name, email address and summary recruiter’s notes about your suitability for us to retain a record of your having been an applicant for this role. This will be retained for 10 years in line with our Data Retention Policy. If your application is successful, all personal data including our interview notes will be stored on our personnel records whilst you are employed and for 10 years after leaving employment. You are advised of your right to make a subject data access request in accordance with the GDPR, or to raise any complaints about data handling to The Information Commissioner's Office." Recruitment data in the format of application form is retained for 1 year for legitimate business reasons which are for reporting and record purposes, and so that past candidates can be identified at a basic level in future projects where selection decisions may stand indefinitely for lawful and legitimate reasons. We do not accept CVs and all applicants must complete our standard application form. Interview notes of candidates who are rejected following telephone screening or personal interview by the Charity will be deleted 1 year after their application was processed, but basic summary information will be retained. April 2026
Fundraising Promise Expand Child Bereavement UK is registered with the Fundraising Regulator, the independent regulator of charitable fundraising. Being registered to the Fundraising Regulator means we are committed to its Fundraising Promise which outlines our commitment to our donors and the public. We will adhere to the Fundraising Code of Practice We will respect your rights and privacy We will monitor fundraisers, volunteers and third parties working with us to raise funds, to ensure that they comply with the Code of Fundraising Practice and with this Promise We will comply with the law as it applies to charities and fundraising We promise to always put our beneficiaries and clients first and to spend money in the way that is best for them We will keep your personal information safe. We promise not to sell or share your personal details with other charities. We never have. Your personal and financial information is held securely and in accordance with the Data Protection Act 2018. We promise to keep you informed about what is being achieved with your money We will give a clear explanation of how you can make a gift and change a regular donation If you are unhappy with anything we’ve done whilst fundraising, you can contact us to make a complaint. We will listen to feedback and respond appropriately to compliments and criticism we receive Where the law requires, we will get your consent before we contact you to fundraise If you tell us that you don’t want us to contact you in a particular way we will not do so. We will work with the Telephone, Mail and Fundraising Preference Services to ensure that those who choose not to receive specific types of communication don’t have to Feedback from our supporters is important. If you have a suggestion to make or even a compliment to share we will welcome it. If you are unhappy about something please tell us so we can make it right. Should you wish to get in touch or make a complaint please email [email protected] or call 01494 568949 If we cannot resolve your complaint, we accept the authority of the independent Fundraising Regulator to make a final adjudication. To find out more, please visit the Fundraising Regulator website We promise to always listen to you. The Charity is committed to creating a safe and welcoming atmosphere for everyone, and one that challenges all forms of oppression or discrimination including those based on age, gender or gender reassignment, marital or civil partnership status, pregnancy or maternity leave, disability, race (which includes nationality, citizenship, ethnic or national origins), religion/faith or belief, sexual orientation (collectively known in law as the ‘protected characteristics’), as well as any oppression or discrimination based on other physical characteristics or impairments, occupation, income, wealth, or unrelated criminal convictions. February 2024
Privacy Notice For Children and Young People Expand Who we are We are Child Bereavement UK, a charity providing support to bereaved children, young people and parents. We do other things too, like training for teachers, writing and publishing books and talking about what it is like for children when a parent or brother or sister dies so that more people out there can help. Get in touch If you want to know more about the personal information we have of yours, or if you want to raise a question with us, then do drop us a line. If you are under 13 your parent or carer would need to do this. If you are over 13 then you can write to our data protection officer, Laura. She’s contactable at [email protected]. We think it would be best if you discussed this with your parent or carer first, and that you copied them into any emails you send. Personal data – what’s that? Personal data is any information that could be used to identify you. At its simplest this could be just your name and address or it could include a telephone number, email address, a picture or recording of you. As we might be supporting you, there are things our practitioners would need to know to help them do that. This could be quite sensitive and personal information about what has happened and how you are doing. Where we get your personal data from and what we do with it Basically, we get personal information from you! If you are under 13 then your parent or carer has to give it to us on your behalf. We don’t buy lists of names. If you are being supported by us then we might take information from, for example, your school which would help us to help you as best we can. We’d only take this if we had your (or your parent/carer’s) permission to do that. So: You might get in touch with us to help raise money for us to deliver our services. You might need a little bit of help yourself and maybe someone has contacted us for you. When you are in touch with us, we will sometimes ask you for personal information. Personal information means things like your name, your age, where you live and how we can contact you. But that’s only if you are over 13. The first thing we would want to know, and check, is how old you are. If you are under 13 then we have to ask a parent or carer, or another adult who looks after you to give us that information for you. We tell them how we keep that information safe in our other ‘Privacy Policy’ – it is a bit longer than this one! They can ask to see any of that information, any time. If you are 13-18 then you can give us permission (or, ‘consent’) to record some data about you depending on what we are doing and hold on to it for as long as we need to. So, if you are raising money then you might want to get emails from us about fundraising events, or you might want to do something to raise money. We’d need to keep in touch with you about that. If you are getting support then your practitioner will sit down with you and explain all of this and check that you agree, that you know what your rights are, and that you understand what we do with your personal information – it is yours after all! It is really important to know that we are really careful with this information. Everyone here is trained in safeguarding which means that we know how to keep you safe and that includes how we keep your information safe. We don’t share it unless you tell us we can (unless we are really worried about you), and we store it safely. How long we keep your data for We have thought a lot about how long we should hold on to personal data. We believe it is only as long as you would consider reasonable, or where we have to because of the law. We have a list of how long we keep all information and what we do with it (delete or archive) when its time is up! We keep it very safe on our systems, just like you would expect us too. Your rights You have all the same ‘rights’ with regard to your personal information as adults do – this is a very good thing. There are 12 rights and you can see them on the Information Commissioner's website. If you want to know more, have a look at our general Privacy Policy. This privacy policy was last updated by adults in September 2021 in line with the compliance deadline for GDPR. It will be reviewed by children and young people regularly. Children and families You might be receiving a service from us in which case we would collect your data as part of receiving that service. This might include quite sensitive information relating to the support we are providing to you. If you are under 13 we will need to get consent from the relevant adults to hold your personal information. Sometimes another agency (like a school, GP or local authority) might have information that they want to pass onto us but we would only take that data with your consent. In any case, before you started receiving support from us we would have explained all of this to you and asked you to give us your specific permission (your ‘consent’) to gather, hold and process this information for a defined period of time. Sometimes we are approached by the media who want to speak to families who have experienced a bereavement. We never pass on any information about families to the media unless the family have given us specific consent to do so. Helpline When you call our helpline, we collect some basic information about you and your situation to allow us to provide the support offered to you, with your consent. We follow the nationally recognised Helplines Standard and are a member of the Helplines Partnership. If you asked to be referred on for further support, or if you requested a free resource to be sent to you at the end of a call or a series of calls then we would let you know at that point that we would need to gather some additional personal information from you with your consent. We would only hold that data either for the purposes of providing you with an ongoing service, or to get a publication to you. Either way, this information is kept safe and deleted after an appropriate period of time, in line with our data retention policy. If you want to know how long that is then please ask us. ASK email service When you contact us through the ASK e-mail service, you are providing some personal information such as an e-mail address or names. We retain this information securely for as long as necessary in order that we can respond to your request appropriately. Online chat Our online chat service is anonymous, but in receiving notifications using an email address or SMS you are providing some personal information. We retain this information securely for a short period before they are deleted. However, if you asked to be referred on for a face-to-face service, or if you requested a free resource to be sent to you whilst using our online chat service then we would let you know at that point that we would need to gather some personal information from you with your consent. We would only hold that data either for the purposes of providing you with an ongoing service, or to get a publication to you. Either way, this information is kept safe and deleted after a defined period of time. If you want to know how long that is then please ask us. Supporters, donors, staff and volunteers Supporters and donors As a supporter or donor, you might give us personal information if you take part in a fundraising event, buy a book or a memory box, register for an activity, or donate an amount to us to support our work. This might include your name and address and bank details, for example. Staff and volunteers You might want to work for us, or already be employed here in which case we would hold personal information that you had given us for the purposes of your employment which might include your employment history and bank details. If you are successful and you come and work for us then we use the performance of a contract as the lawful basis for processing your personal data. You might also have volunteered with us, and so we would hold some personal information that you had given to us for the purposes of making that happen. Again, this might include information you had given to us with your consent relating to your interests, experience and contact information. What we do with your personal data Children, young people and families We use the data we gather from children, young people and families we are supporting for the sole purpose of providing the best care and support that we can to them. This might also include being able to evaluate the quality of support we have given and audit our practices. Where we believe sharing the information we have been given with other agencies is in the best interests of supporting the child or young person then we would do that with consent. We have produced a separate privacy notice for children and young people. We take our responsibility to safeguard the welfare of children, young people and vulnerable adults very seriously. We are legally obliged to pass on personal information to the relevant authority if we thought a child, young person or vulnerable adult was at risk. When you begin to receive a service this will all be covered in the process of giving your consent for us to hold and process your personal information. Supporters and donors We take protecting your personal information seriously. We will never sell or swap your details with another organisation. We use the information supporters and donors have given to us to process any donations or to keep in touch about our work. This includes newsletters, fundraising updates and opportunities to attend or take part in events. We aim to provide our supporters with a great experience and to communicate with every support in the best way. At Child Bereavement UK, our work is only made possible thanks to the generosity of our supporters – so it is important that our fundraising efforts are as effective as they can be. By developing a better understanding of our supporters’ interests, preferences and level of potential donations through researching them on publicly available sources we can tailor our fundraising communications to those most likely to be interested in them. We use websites such as corporate websites, public social media accounts, the Electoral Register and Companies House to get a fuller understanding of someone’s interests and capacity to support the charity. Staff and volunteers We use the information that staff provide us to ensure that we can meet our legal obligations as an employer and for administrative purposes. For volunteers, we use personal data for administrative purposes. In both cases, we also use personal data to ensure we comply with safeguarding legislation and our obligations there. This includes ensuring our vetting and barring checks are done in accordance with DBS legislation and best practice. In some instances, we need to record personal data to meet our legal obligations (for example we need to record financial transactions to comply with UK tax laws). How long we keep your data for We would never seek to keep your data for longer than you would think reasonable. In our GDPR and Data Protection Policy we set out a retention schedule that indicates how long we hold personal information and when it is deleted or archived. If you would like to know how long we keep data for then please do contact us using the contact information at the top of this privacy notice. We are registered with the Fundraising Regulator, and we follow the Fundraising Regulator’s Code of Practice. If you are receiving communications from us then we will periodically ask you if you would still like to receive information from us and you are welcome to opt out at any time in line with best practice in fundraising. Who can see your information We take data security very seriously. Our internal systems are robust and we have invested in ensuring our data systems meet industry standards. Access to information we hold internally is restricted according to the type of data we hold and where we hold it. All personal data is processed by staff in the UK and data we hold securely on third party servers is hosted and maintained within the European Union. For the purposes of storing or processing some of the data you provide, or providing our services to you we might pass some of your personal information to service providers e.g. Cloud-based data storage providers; HMRC or external agencies (e.g. schools, local children’s services). We may also share your data with law enforcement agencies or statutory agencies if required. A word about ‘Cookies’ When anyone visits our website, their IP address, browser and version, operating system and the site they came from are stored in a log file. This information is only used for statistical purposes to help improve this site. Log files do not contain any personal information. We do not use cookies for collecting personal information and we will not collect any information about you except that required for administration of the web server. Please see our Cookies Policy for full information. GDPR – A Summary of Your Rights The Information Commissioner’s Office (ICO) has produced a summary of your rights in relation to data protection and the General Data Protection Regulation (GDPR). If you have a concern about how we have handled or processed your data, or are unsatisfied with our response to a complaint you have raised with us then please contact the ICO: ico.org.uk/concerns. This privacy notice was last updated in December 2025. It is reviewed regularly.
Privacy Policy Expand At Child Bereavement UK, we take your privacy and your personal data very seriously. We know how important it is to you that we treat any personal information that we might gather from you with the utmost care. The law is very clear about what we need to do in this regard, and we are fully committed to complying with our legal obligations. But we always do our best to protect your data because we genuinely value the trust that you put in us as an organisation, and we believe ensuring we look after the information you give us is part of continuing that trusted relationship. We abide by the principles, processes, and practices we set out in our Data Protection Policy (last updated in September 2021 in line with GDPR). In relation the General Data Protection Regulation (GDPR), rely on legitimate interests with regards to processing personal data concerning our relationships with our donors, supporters, those we support and volunteers. For staff, we use contracting, legitimate interests and legal obligations as the lawful bases for processing personal information. Who we are We are Child Bereavement UK – a registered charity (1061359) established in 1992 that provides support for children and young people who are bereaved, and parents who are grieving the loss of a baby or child of any age. We are a registered company, limited by guarantee (number 03329289). Our services are available throughout the UK. Our Head Office is located in Gloucester, Gloucestershire. We also provide support for parents, carers, and professionals, and we deliver training and raise funds through a range of activities. We also conduct research and advocate on behalf of bereaved children in pursuit of our vision of a society in which bereaved children, young people and parents have their needs met. Get in touch Before we tell you more about what data we gather, why we gather it, and how we look after it, why don’t we let you know how you can contact us. This might be to ask to see your data; to make a complaint about how we have handled your data; to ask us to delete or correct something. Our Data Protection Officer (DPO) is Laura Threadingham. Just drop her an email with the details of your request at [email protected]. It is as simple as that. If you’d prefer to write to us, then please do: Data Protection Officer, Child Bereavement UK, Conway House, 31-33 Worcester Street, Gloucester, GL1 3AJ Personal data - what's that? By personal data, we mean any information that could be used to identify you. At its simplest this could be just your name and address; or, it could include your bank account details, telephone number, email address, a picture or recording of you. As we also provide clinical services, some of the data we need to gather to help us deliver those services will be sensitive personal data which might include information about health and well-being or ethnicity. The law requires us to have a legal basis for collecting and using your personal data. We usually rely on one or more of the following legal bases: Performance of a contract with you: Where we need to perform a contract we are about to enter into or have entered into with you. Legitimate interests: We may use your personal data where it is necessary to conduct our work and as a charity and pursue our legitimate interests, for example to prevent fraud and enable us to give you the best and most secure experience. We make sure we consider and balance any potential impact on you and your rights (both positive and negative) before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law). Legal obligation: We may use your personal data where it is necessary for compliance with a legal obligation that we are subject to. Consent: We rely on consent only where we have obtained your active agreement to use your personal data for a specified purpose, for example if you subscribe to an email newsletter. Where this includes processing certain special categories of data (such as health data or DBS checks) We usually rely on one or more of the following legal bases: Necessary for employment/volunteering: where the processing is necessary for carrying out obligations concerning employment or volunteering. Necessary for the defence or bringing of legal claims. Necessary for purpose of the provision of health or social care treatment. Where we get your personal data from There are several ways in which we might collect personal data from you, including those set out below. In many instances we will collect your personal data through your interactions with us. You may give us your personal data by filling in online forms or by corresponding with us by post, phone, email or otherwise. We may receive personal information from a third party (such as a business or charity) if we take over or merge with that organisation. The records and identities of ongoing donors, supporters, those who have been supported and are now supported and volunteers will need to be held to allow those individuals to access what data has been held where required. Where such a merger or takeover occurs we will notify you that we now hold your personal data and why. Children and families Bereavement Support Services You might be receiving a service from us in which case we would collect your data as part of receiving that service. This might include quite sensitive information relating to the support we are providing to you. If you are under 13, we will confirm with any relevant adults (parents or guardians for example) that they are happy for us to hold your personal information. Sometimes another agency (like a school, GP or local authority) might have information that they want to pass onto us, but we would only take that personal information with your consent. In any case, before you started receiving support from us, we would have explained this to you and asked you to give us your specific permission (your ‘consent’) to gather this information from these third parties. Once we have received personal information about you from any source, we will need to hold this to assist you and keep records of what we have done for a defined period of time. We take seriously our responsibility for identifying the risks and consequences of the processing when relying on these legitimate interests to process your personal information, Sometimes we are approached by the media who want to speak to families who have experienced a bereavement. We never pass on any information about families to the media unless the family have given us specific consent to do so. Helpline When you call our Helpline, we collect some basic information about you and your situation to allow us to provide the support offered to you. We only gather information from you that you wish to supply. We follow the nationally recognised Helplines Standard and are a member of the Helplines Partnership. If you asked to be referred on for further support, or if you requested a free resource to be sent to you at the end of a call or a series of calls then we would let you know at that point that we would need to gather some additional personal information from you. Once we have received personal information about you, we will need to hold this to assist you and keep records of what we have done for a defined period of time. We take seriously our responsibility for identifying the risks and consequences of the processing when relying on these legitimate interests to process your personal information. This information is kept safe and deleted after an appropriate period of time, in line with our data retention policy. If you want to know how long that is, then please ask us. ASK email service When you contact us through the ASK email service, you are providing some personal information such as an email address or names. We retain this information securely for as long as necessary in order that we can respond to your request appropriately. Online chat, SMS and WhatsApp Our online chat services (including Live Chat, SMS, and WhatsApp) can be used anonymously. You do not need to provide personal information to access support. If you choose to receive notifications or follow-up messages by email, SMS, or WhatsApp, you will provide limited personal information, which is stored securely and deleted after a short period. During Live Chat, you may remain anonymous or choose to provide optional personal details. All questions are optional, and we only collect this data if you choose to provide it. When using SMS or WhatsApp, we collect your telephone number to respond to your message. No other personal information is requested unless needed during the conversation. If you request a referral or ask for a resource to be sent to you, we will explain what information is required before collecting it. Once we have received personal information about you, we will need to hold this to assist you and keep records of what we have done for a defined period of time. We take seriously our responsibility for identifying the risks and consequences of the processing when relying on these legitimate interests to process your personal information. This information is kept safe and deleted after a defined period of time. If you want to know how long that is, then please ask us. Supporters, Donors, Staff and Volunteers As a supporter or donor, you might give us personal information if you take part in a fundraising event, buy a book or a memory box, register for an activity, or donate an amount to us to support our work. This might include your name and address and bank details, for example. Staff and volunteers You might want to work for us, or already be employed here in which case we would hold personal information that you had given us for the purposes of your employment which might include your employment history and bank details. If you are successful and you come and work for us, then we use performance of a contract, legitimate interests and legal obligations as the lawful bases for processing personal information. You might also have volunteered with us, and so we would hold some personal information that you had given to us for the purposes of making that happen. Again, this might include information you had given to us relating to your interests, experience and contact information. Again, we use legitimate interests and legal obligations as the lawful bases for processing this personal information. We use the information that staff provide us to ensure that we can meet our legal obligations as an employer and for administrative purposes. For volunteers, we use personal data for administrative purposes. In both cases, we also use personal data to ensure we comply with safeguarding legislation and our obligations there. This includes ensuring our vetting and barring checks are done in accordance with DBS legislation and best practice. In some instances, we need to record personal data to meet our legal obligations (for example we need to record financial transactions to comply with UK tax laws). What we do with your personal data Children, young people, parents and families We use the data we gather from children, young people, parents and families we are supporting for the sole purpose of providing the best care and support that we can to them. This might also include being able to evaluate the quality of support we have given and audit our practices. Where we believe sharing the information we have been given with other agencies is in the best interests of supporting the child or young person then we would usually only do that with consent. We have produced a separate privacy notice for children and young people. We take our responsibility to safeguard the welfare of children, young people, and vulnerable adults very seriously. We may have to pass on personal information to a relevant authority without consent if we thought a child, young person or vulnerable adult was at risk. When you begin to receive a service, this will all be covered in the process of giving your consent for us to hold and process your personal information. Supporters and donors We take protecting your personal information seriously. We will never sell your details to another organisation. We use the information supporters and donors have given to us to process any donations or to keep in touch about our work. This includes newsletters, fundraising updates, and opportunities to attend or take part in events. We aim to provide our supporters with a great experience and to communicate with every support in the best way. At Child Bereavement UK, our work is only made possible thanks to the generosity of our supporters – so it is important that our fundraising efforts are as effective as they can be. By developing a better understanding of our supporters’ interests, preferences, and level of potential donations through researching them on publicly available sources we can tailor our fundraising communications to those most likely to be interested in them. We use websites such as corporate websites, public social media accounts, the Electoral Register and Companies House to get a fuller understanding of someone’s interests and capacity to support the charity. How long we keep your data for We would never seek to keep your data for longer than you would think reasonable. In our GDPR and Data Protection Policy we set out a retention schedule that indicates how long we hold personal information and when it is deleted or archived. If you would like to know how long we keep data for then please do contact us using the contact information at the top of this privacy notice. We are registered with the Fundraising Regulator, and we follow the Fundraising Regulator’s Code of Practice. If you are receiving communications from us then we will periodically ask you if you would still like to receive information from us and you are welcome to opt out at any time in line with best practice in fundraising. Who can see your information We take data security very seriously. Our internal systems are robust, and we have invested in ensuring our data systems meet industry standards. Access to information we hold internally is restricted according to the type of data we hold and where we hold it. All personal data is processed by staff based in the UK. Data held securely on third-party servers is hosted and maintained within the European Union. Staff who occasionally work from other EEA countries access systems only via secure, encrypted VPN connections using organisation-issued laptops. For the purposes of storing or processing some of the data you provide, or providing our services to you we might pass some of your personal information to service providers e.g., Cloud-based data storage providers; HMRC or external agencies (e.g. schools, local children’s services). We may also share your data with law enforcement agencies or statutory agencies if required. A word about ‘Cookies’ As you interact with our website, we will automatically collect technical data about your equipment, browsing actions and patterns. We collect this personal data by using cookies, server logs and other similar technologies. This information is only used for statistical purposes to help improve this site. We use the following cookies: Strictly necessary cookies. These are cookies that are required for the operation of our website. These essential cookies are always enabled because our website won’t work properly without them. They include, for example, cookies that enable you to log into secure areas of our website, use a shopping cart or make use of e-billing services. You can switch off these cookies in your browser settings but you may then not be able to access all or parts of our website. Analytical or performance cookies. These allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it. This helps us to improve the way our website works, for example, by ensuring that users are finding what they are looking for easily. These will only be activated with your consent. Functionality cookies. These are used to recognise you when you return to our website. This enables us to personalise our content for you, greet you by name and remember your preferences (for example, your choice of language or region). These will only be activated with your consent. If you use your browser settings to block all cookies (including strictly necessary cookies) you may not be able to access all or parts of our website. GDPR – A Summary of Your Rights The Information Commissioner’s Office (ICO) has produced a summary of your rights in relation to data protection and the General Data Protection Regulation (GDPR) If you have a concern about how we have handled or processed your data, or are unsatisfied with our response to a complaint you have raised with us then please contact the ICO: ico.org.uk/concerns This privacy notice was last updated in December 2025. It is reviewed regularly.
Safeguarding Children, Young People and Vulnerable Adults Expand Child Bereavement UK believes that it is always unacceptable for a child or young person to experience abuse of any kind and recognises its responsibility to safeguard and promote the welfare of all children and young people, through a commitment to practice which protects them. We recognise that: The welfare of the child/young person is paramount All children, regardless of age, ability, gender, racial heritage, religious belief, sexual orientation, or identity, have the right to equal protection from all types of harm or abuse Working in partnership with children, young people, and parents, carers and other agencies is essential in promoting young people’s welfare. We will seek to safeguard children and young people by: Valuing them, listening to and respecting them Adopting child protection guidelines through our procedures and a code of conduct for staff and volunteers Sharing information about child protection and good practice with children, parents, staff and volunteers Sharing information about concerns with agencies who need to know, and involving parents and children appropriately Providing effective management to staff and volunteers through supervision, support and training Ensure appropriate action is taken in the event of incidents/concerns of abuse and support provided to the individual/s who raise or disclose the concern Ensure that confidential, detailed and accurate records of all safeguarding concerns are maintained and securely stored Prevent the employment/deployment of unsuitable individuals Ensure robust safeguarding arrangements and procedures are in operation. Responsibilities Every member of staff and volunteer working for Child Bereavement UK has a responsibility to safeguard children. Key members of staff take a lead in this area. We all have a duty to report concerns wherever they arise for instance through our work in support of families, at fundraising events, with regard to the behaviour or practice of staff, volunteers, other organisations or individuals. Every member of staff and volunteer needs to have read and signed our full safeguarding policy and procedures. Key areas covered in our policy include: Importance of taking any concerns or allegations seriously and never keeping any concerns to yourself Clearly detailing roles and responsibilities for safeguarding Everyone understanding the need to discuss, report and record concerns as appropriate An explanation of three levels of safeguarding risk: Immediate, Managed and Ongoing concern Flowcharts which show how concerns should be progressed Whistleblowing policies and procedures to deal with concerns about staff or volunteers Notes on how to record concerns on the clinical database for family services and on the safeguarding incident form for all other staff and volunteers. As part of our safeguarding policy, Child Bereavement UK will: Promote and prioritise the safety and wellbeing of children and young people Ensure everyone understands their roles and responsibilities in respect of safeguarding and is provided with appropriate learning opportunities to recognise, identify and respond to signs of abuse, neglect and other safeguarding concerns relating to children and young people. Monitoring and review Our policy will be reviewed every two years or in response to changes in legislation and/or government guidance or significant internal changes. A copy of our safeguarding policy is available on request. Please email [email protected] for more information. March 2026
Social Media User Policy Expand We will not tolerate any comments which are offensive, obscene, are defamatory, threatening, abusive, hateful, discriminatory, unintelligible, misleading, for commercial gain, unsupportive of others or inappropriate in any other way. We reserve the right to hide or delete any comments posted on our channels, as well as block or report users if we deem it to be necessary. We aim to respond to private messages to our social media within 48 hours, but it can take longer if your message is received over the weekend or on public holidays as our channels are only monitored Monday to Friday from 9am to 5pm. For bereavement support, you can also call our helpline on 0800 02 888 40, access Live chat on our website, or email [email protected] between the hours of 8am and 8pm, Monday to Friday. February 2026
Training Terms and Conditions Expand Please ensure that you have read and understood our training terms and conditions before booking on to any of our training. Webinars – up to 1.5 hours All tickets to our webinars are non-refundable. Each ticket is for one person’s individual entry to the webinar. Out of courtesy to all attendees, our aim is for courses to start on time. To reduce disruption, anyone who is more than 15 minutes late will not be admitted into the webinar. Due to the nature of our webinars please note that your audio and video will be disabled automatically but you will still be able to communicate with the trainer using the 'Chat' function in Zoom. Online training Including Core Training, Study Days and Spotlight sessions Payment must be made within 14 days of booking. Booking is not confirmed until payment has been received in full. We will accept cancellation of bookings up to five working days before the training. However, no refund or credit will be given for bookings cancelled less than five days before the training, or for non-attendance. The refund will be for the ticket amount less the Eventbrite booking fee. Unless there are mitigating circumstances such as technical issues at our end, or we have agreed late admittance with you in advance, we are unable to admit latecomers if you are more than 15 minutes late as this can be disruptive for other participants and the trainer. Late attendance is classed as a cancellation and is non-refundable. Please check your Zoom access and IT settings in advance of the event to ensure that you are logged in on time. Details about technical requirements for Zoom can be found on our training frequently asked questions. We cannot accept any responsibility for technical issues that are a result of your own access issues such as poor Wi-Fi or Zoom being blocked within your workplace, so please check in advance. Every person attending must have an individual ticket, even if colleagues are sharing a device. Each ticket is valid for one person’s individual entry to the training. Certificates of attendance will be provided for each individual who attends and completes the full training. To ensure a mixed group of participants, a maximum of five individuals from the same organisation may attend any one training event, unless an exemption is agreed with a member of a training team. You may transfer your place to another individual with at least 1 week’s notice. Responsibility for payment for the training lies with the original booker if transferred to an outside organisation. If access requirements are different to your own, we would need to be informed as soon as possible to ensure these needs are met and any necessary adjustments made. Online training for professionals in education Including Rapid Response and ASK Me Payment must be made within 14 days of booking. Booking is not confirmed until payment has been received in full. We will accept cancellation of bookings up to two working days (Rapid Response) or five working days (all other training) before the training. However, no refund or credit will be given for bookings cancelled less than five days before the training, or for non-attendance. The refund will be for the ticket amount less the Eventbrite booking fee. You may be able to transfer your Rapid Response training session to another date in the following circumstances: You give us a minimum of 2 days before the training is due to take place. The new training date must be within 1 month of when the training was first requested. The training can only be transferred once. Any further need to transfer will not be possible and the training will either need to go ahead be cancelled. The full fee will be payable in either situation. For transfers of other training dates, please see the guidance below. Bespoke training All bespoke training agreed directly with an organisation will be confirmed in writing before the event and agreed by both parties. Payment must be made within 14 days of booking. Booking is not confirmed until payment has been received in full. For in person training - If payment is not received, we reserve the right to make the date available to other organisations. Should travel, accommodation, or other expenses have already been incurred, you will be liable for these costs, which will be invoiced and managed by our finance department under our credit control procedures. For online training - You will receive the link to access the event only after payment has been received and no earlier than 7 days prior to the event. If payment is not received, we the right to make the date available to other organisations. Child Bereavement UK will work with the organisation to ensure that the dates are suitable, but it is the responsibility of the commissioning organisation to fill the course. In the event that there are fewer than six attendees, at the request of the commissioning organisation, we will work to find an alternative date whenever possible. Child Bereavement UK does not allow recording of training sessions. All training is carried out on the Child Bereavement UK Zoom platform or face to face, unless agreed otherwise. In person training and conferences We will accept cancellation of bookings for all in person training and conferences up to 21 days in advance; however, a £25 administration fee will be charged. No refund or credit will be given for bookings cancelled less than 21 days before the training or for non-attendance. All fees must be paid before the date of the training or conference. We reserve the right to change the venue, but alternative venues will be in the local area and appropriate for the purposes of the training. Transfers You may be able to transfer your training to another date in the following circumstances: You give us a minimum of 2 weeks’ notice before the training is due to take place. The new training date must be within 12 months of when the training was first requested. You will be invoiced for any additional costs incurred as a result of this transfer e.g. rearranging travel or accommodation. The training can only be transferred once. Any further need to transfer will not be possible and the training will either need to go ahead or be cancelled. The full fee will be payable in either situation. An administrative fee may also apply. Cancellations Training is non-refundable but you can transfer your training to another date under the terms and conditions. Refunds will not be offered for training sessions that are not attended. In the unlikely event that it is necessary for Child Bereavement UK to cancel training, notice will be given as soon as possible. Rescheduling options will be provided if possible or, if a refund is preferred, a full refund will be sent to the contact details provided upon registration. Child Bereavement UK is not responsible for any additional expenses incurred by individuals or organisations. Contact us Email: [email protected] April 2026
Website Terms and Conditions Expand Welcome to our website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our Privacy Policy govern Child Bereavement UK’s relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website. The term ‘Child Bereavement UK’ or ‘us’ or ‘we’ refers to the owner and operator of the website. The term ‘you’ refers to the user or viewer of our website. The use of this website is subject to the following terms of use: The content of the pages of this website is for your general information and use only. It is subject to change without notice. This website uses cookies to monitor browsing preferences. Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law. Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements. This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions. All trademarks reproduced on this website which are not the property of, or licensed to, the operator, are acknowledged on the website. Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence. This website includes links to external or third-party websites. Inclusion of these links implies neither endorsement nor responsibility by Child Bereavement UK. Child Bereavement UK does not give any representation regarding the quality, safety, suitability, or reliability of any external websites, or any of the content or materials contained in them. When visiting any website, it is recommended that you take necessary precautions, especially to ensure appropriate safety from viruses, worms, Trojan horses, and other potentially destructive items. Users should review the privacy policy of any website visited, together with any terms of use, to learn what, why and how they collect and use any personally identifiable information. In no event will Child Bereavement UK be liable for any loss or damage including, without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of these links. Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales. February 2024