Our work is largely funded by our supporters, this allows us to rescue, rehabilitate and release wild European hedgehogs. How we fundraise is very important to us and no doubt to you too. For this reason we are registered with The Fundraising Regulator and are committed to ensuring our fundraising meets the Fundraising Code of Conduct.

THE FUNDRAISING REGULATOR

Prickles and Paws are registered with The Fundraising Regulator, an independent organisation that monitors charitable fundraising. We have signed up to their Fundraising Promise which outlines the commitment made to donors and the public by fundraising organisations which register with them. Those who register with the regulator agree to ensure their fundraising is legal, open, honest and respectful and will be accountable and responsible.

GIFT AID

The Gift Aid Scheme adds 25% to the value of your donation at no extra cost to you. It works by letting us claim back tax you've already paid. You can boost your donation by 25p of Gift Aid for every £1 you donate. In order to make a donation using Gift Aid please complete our online declaration form here. An overview of the Gift Aid Scheme is available on the HM Revenue & Customs website.

Our values

Prickles and Paws wishes to create an environment where all people feel happy and valued. We believe that if anyone volunteering with us, or a member of the public wishes to make a complaint or raise a concern, they should find it easy to do so. It is our policy to welcome complaints and look upon them as an opportunity to learn, adapt, improve and provide a better and happier work environment. This policy is intended to ensure that complaints are dealt with properly and that all complaints are taken seriously.

Prickles and Paws believes that if complaints are not listened to, it will only result in the problems getting worse. People volunteering for us or using our services would feel dissatisfied and regulatory or legal action might follow. Prickles and Paws supports the concept that most complaints, if dealt with quickly, openly and honestly, can be sorted out more positively.

Our aims

Prickles and Paws aims to:

● Encourage positive and negative feedback

● Resolve any complaints quickly, fairly and respectfully

● Use all feedback as opportunity for learning; and

● Ensure that people are happy with the way we deal with their complaints

Policy objectives

Prickles and Paws will make sure that:

● People know how to complain or raise a grievance or concern about anything or anyone at the Prickles and Paws

● It is easy for anyone to complain if they want to

● We deal with complaints promptly, fairly and sensitively, keeping in mind the stress that they can cause to the person making a complaint

● We learn from complaints to help us improve our working environment or services and minimise the number of complaints in future

Making a complaint

Anyone can make a complaint, including volunteers and members of the public engaging with the charity. Talk to a manager or member of staff if your concern/complaint is to do with a trustee.

Policy standards

● A named person will be responsible for managing the complaints. The named complaints manager with responsibility for following through complaints is Diane South.

● Every formal (oral or written) complaint will be acknowledged within two working days.

● Investigations into formal (oral or written) complaints will be completed within ten working days.

Full complaint procedure can be requested via the contact form.

At Prickles & Paws, we respect your personal data. This Fair Processing Notice explains how we will use your personal data.

Our contact details

Our address is:

55 Chynowen Parc

Cubert

Newquay

Cornwall

Our contact number is: 07926 576 164

The person with responsibility for data protection is Kristy Gouldsmith and she can be contacted by calling our contact number.

What personal data do we collect about you? How will we use that personal data? What is our legal basis for processing your data? How long do we hold your data?

The following sections outline what data we process:

1. Shop

When you purchase something through our website, your payment data are sent directly to our payment handler and your delivery details are sent directly to our fulfilment partners. We don’t ever handle your payment card details.

We keep a copy of your delivery data to ensure we can find your details in the case of an issue.

For billing, we require your first name, last name, address, phone and email. For an alternative shipping address, we require the first name, last name and address.

We process your personal data for a purchase and delivery because we have a contract with you.

Once you have put an item into your basket or purchased an item, we are permitted to send you marketing information under the legal basis of legitimate interest. You can opt out of receiving our marketing emails at any time.

We will hold your data for seven years for HMRC purposes, if you have purchased an item from us.

2. Donations

Donations to can be made via credit or debit card payments through PayPal, bank transfer and cheques.

We also take donations via Stripe or PayPal. When you make a donation, you will have the choice of opting in to receive information about our work and fundraising or to decline this information.

We ensure that all payments or donations are carried out securely and are processed in accordance with PCI DSS for card payments. To find out more about PCI DSS standards visit their website at pcisecuritystandards.org.

We also ask that any donation is accompanied by a Gift Aid form. This allows us to receive an additional 25% of your donation from HMRC. We only need your name, address and whether or not you are a UK taxpayer for Gift Aid.

We will hold your data for seven years for HMRC purposes, if you have made a donation.

3. Volunteers

We process personal information about volunteers in a variety of ways. It is collected during the recruitment process, directly from you. We may also collect personal information from other external third parties, such as references from former employers or other referees.

We will also collect additional personal information throughout the period of your volunteering relationship with us. This may be collected in the course of your volunteering-related activities. Whilst some of the personal information you provide to us is mandatory and/or is a statutory requirement, some of it you may be asked to provide to us on a voluntary basis. We will inform you whether you are required to provide certain personal information to us or if you have a choice in this.

We process these types of data because it is a legitimate activity of our organisation.

• Your name, email, address and phone number are required for the volunteer agreement

• Emergency contact details – to contact someone if you have an accident

• References – to determine your suitability for the role

• Reviewing of application form and recruitment documents – to determine your suitability for the role

• Training records – to ensure volunteers are trained properly and are volunteering to agreed standards

• List of those who have applied and been unsuccessful

We only process these types of personal data with your consent and you can withdraw your consent at any time.

• Submitting application form/CV – submitting your application form is a clear affirmative action that you wish to apply for a volunteering position

• Resignation letter – you can choose to give us a letter, or not

• Photos for external use – if you do not wish us to use your photo for marketing or social media purposes, we will not use it.

We will retain your data while you are a volunteer and for one year afterwards. If you are unsuccessful in your application, we will hold your application for six months and then destroy it. We will keep your name on a list for a period of five years and this is a legitimate interest for us.

4. Social Media

Any photos submitted by you will only be shared with your consent on our website and on social media, including Instagram, Facebook, Twitter and Tik Tok.

We keep all social media photos for two years.

5. Talks

We offer Zoom or Teams talks to organisations and groups. We need your name, email, location and information on the organisation, ages and preferred day/time of the talk. We will retain this information for a period of one year.

We do record some talks and will advise you at the time if we wish to record it. Please note that you are free to refuse a recording.

For Zoom’s privacy notice, please click https://zoom.us/privacy. For Team’s privacy notice, please click Microsoft Teams Privacy - Microsoft Teams | Microsoft Learn.

6. Contact us

You may wish to contact us via our ‘Contact Us’ page on the website or by phone. We will need to know your name, phone number, email and your message in order to answer your query.

We will hold this data for a period of two years, depending upon its content.

7. Marketing

We will send you marketing information if have purchased a product from us and our legal basis for doing so is legitimate interest.

You can also choose to receive marketing from us by signing up to receive it with your email address.

If you unsubscribe from any emails, we will keep your email address in a suppression list for five years so that we don’t email you again by accident. This is a legitimate interest for us.

Do we use any automated decision making?

We do not use any automated decision making.

Who do we share your personal data with?

We share your data with:

• Our software providers

• Our delivery partners

• Payment provider

• Social media platforms

• Email platforms

• HMRC

Do we transfer your personal data outside of the UK?

No, all data is kept in the UK.

Your rights as a data subject:

You have rights in respect of our processing of your personal data which are:

• To access to your personal data and information about our processing of it. You also have the right to request a copy of your personal data (but we may need to remove information about other people).

• To rectify incorrect personal data that we are processing.

• To request that we erase your personal data if:

o we no longer need it;

o if we are processing your personal data by consent and you withdraw that consent;

o if we no longer have a legitimate ground to process your personal data; or

o we are processing your personal data unlawfully

• To object to our processing if it is by legitimate interest.

• To restrict our processing if it was by legitimate interest.

• To request that your personal data be transferred from us to another company if we were processing your data under a contract or with your consent and the processing is carried out automated means.

If you want to exercise any of these rights, please contact us.