Privacy Policy

Last updated 3rd May 2018

YouCan is committed to protecting your privacy and personal information. This policy explains how we collect and use the personal information you give us. By giving us your personal information, you agree to the use of it as set out in this policy.

We may change this Policy from time to time so please check this page occasionally to ensure that you’re happy with any changes. By using our website, you’re agreeing to be bound by this Policy. Any questions regarding this Policy and our privacy practices should be sent by email to, alternatively, you can telephone 01732 844874.

What personal information do we collect?

Personal information is information that can be used to identify you. The information we usually collect can include your name, date of birth, email address, postal address, telephone number, mobile telephone number, credit/debit card details and whether you are a UK tax payer so that we can claim Gift Aid.

When we collect sensitive personal information about your health or personal circumstances, we only ask you for it when there is a clear reason for doing so. For example, if you make a referral for support or if you take part in an event such as a Wellbeing Weekend, we may need this information to make sure we provide appropriate facilities for you.

When and where do we collect your personal information?

We collect personal information about you when you make a referral for our support services, ask about our events, apply for a volunteering opportunity with us, make a donation to us, engage with our social media channels, sign up to email newsletters, or otherwise you give us personal information.

We may combine your personal information with other information we collect from trusted third parties (such as Eventbrite and Mailchimp).

Why do we collect it?

  • To provide you with the services, support, products or information you have requested
  • To personalise your supporter experience
  • To process any donation(s) we may receive from you
  • To invite you to participate in surveys or research
  • To analyse and improve the services we offer
  • For internal administration purposes (we may contact you about a donation you have made or event you have expressed an interest in)
  • For internal record keeping, such as the management of feedback or complaints

How do we use your personal information?

We may use your information to:

  • process a donation that you have made;
  • to carry out our obligations arising from any contracts entered into by you and us;
  • seek your views or comments on the services we provide;
  • notify you of changes to our services;
  • send you communications which you have requested and that may be of interest to you. These may include information about campaigns, appeals, other fundraising activities, process a grant or job application.

We review our retention periods for personal information on a regular basis. We are legally required to hold some types of information to fulfil our statutory obligations (for example the collection of Gift Aid). We will hold your personal information on our systems for as long as is necessary for the relevant activity, or as long as is set out in any relevant contract you hold with us.

Who do we share your information with?

When you are on the YouCan website and are asked for personal information, you are sharing that information with us alone. We will not sell your details to any third parties, but we may sometimes share your information with our trusted service providers who are authorised to act on our behalf.

Examples of sharing your information might be:

When giving a regular donation via the e-direct debit process

  • When entering a fundraising event that requires an entry fee where you may be directed to a partner to process that entry
  • When you are using our secure online donation pages, your donation is processed by a third party payment processor, who specialises in the secure online capture and processing of credit/debit card transactions.

Third Party Service Providers working on our behalf: We may pass your information to our third party service providers for the purposes of completing tasks and providing services to you on our behalf (for example to process donations and send you mailings). However, when we use third party service providers, we disclose only the personal information that is necessary to deliver the service and we have a contract in place that requires them to keep your information secure and not to use it for their own direct marketing purposes. Please be reassured that we will not release your information to third parties beyond YouCan for them to use for their own direct marketing purposes, unless you have requested us to do so.

How secure is my information?

When you give us personal information, it may be stored and processed outside of the UK. We take steps to ensure that your information is treated securely.

Unfortunately, no information shared over the internet can be guaranteed to be 100% secure. As a result, while we strive to protect your personal information, you do so at your own risk. We always do our best to make sure your information is secure on our systems.
Your choices
We want you to have total control over how you hear from us.

You can update your personal information and your contact preferences via our contact form, or calling us on 01732 844874 or emailing us on

How you can access and update your information

The accuracy of your information is important to us. If you change email address, or any of the other information we hold is inaccurate or out of date, please email us at: or write to us at: YouCan, The Stables, Bradbourne House, New Road, East Malling, Kent, ME19 6DZ. Alternatively, you can call us on 01732 844874

You have the right to ask for a copy of the information YouCan hold about you (we may charge £10 for information requests) to cover our costs in providing you with details of the information we hold about you.

Links to other websites

Our website may contain links to other websites run by other organisations. This privacy policy applies only to our website‚ so we encourage you to read the privacy statements on the other websites you visit. We cannot be responsible for the privacy policies and practices of other sites even if you access them using links from our website.

In addition, if you linked to our website from a third party site, we cannot be responsible for the privacy policies and practices of the owners and operators of that third party site and recommend that you check the policy of that third party site.