Privacy notice

We're committed to respecting your privacy and keeping your personal information safe. This privacy policy sets out the way in which any personal information you provide to us is used and kept secure by Age Exchange Ltd. 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.

Who we are

As the leading national charity in the UK delivering Reminiscence Arts, Age Exchange’s mission is to change lives through reminiscence, improving health and wellbeing. Age Exchange is a company limited by guarantee (No. 1929724) and is a registered charity (No. 326899).

How we collect personal information from you

We may collect personal information about you. We do not collect personal information about you unless there is a clear reason for doing so.

  • We may collect personal information about you when you:
  • Ask about our classes and services
  • Register with us for information
  • Sign up for our newsletters
  • Volunteer or fundraise for us
  • Make a donation or sign up for an event
  • Sign up or are referred for a service

By supporting us, you are helping to build a community of people who want to help those with dementia and their carers.

Types of personal information we collect from you

The personal information may include information such as your name, communication preferences, email address, postal address, IP address, telephone number, mobile number, date of birth, transactional or bank account details so we can process donations, or information as to whether you are a taxpayer to help us to claim Gift Aid.

We do not collect sensitive personal information unless there is a clear reason for doing so, and only where appropriate, such as relating to the health of a volunteer or service user. We will only collect sensitive personal information with the person’s consent.

How we use your personal information

We will not rent, swap or sell your personal information to other organisations for them to use in their own marketing activities.

We will not contact you for marketing purposes by email, phone, or text message unless you have given us your prior consent. We will not contact you for marketing purposes via post if you have indicated that you do not wish to be contacted by this method.

The legal basis that we rely on for processing your information will depend upon the circumstances in which it is being collected and used, but will in most cases fall into one of the following categories:

  • Where you have provided your consent to allow us to use your information in a certain way
  • Where the processing is necessary to carry out for the performance of a contract with you, or a service for you
  • Where the processing is necessary in order for us to comply with a legal obligation
  • Where it is in our legitimate interests to perform our functions, for example, processing donations or sending you administrative communications where our legitimate interest is to raise funds and to deliver our charitable purposes
  • Communicate with you regarding fundraising efforts, events and activities
  • Administer entries for competitions or raffles
  • Changes and updates to the services we provide
  • Seek your views on our services
  • Tax purposes: We may disclose your personal/sensitive personal information when required to by law, for example, to HMRC for tax purposes
  • Third party service providers: When you are using secure online donation pages or event ticketing websites, your personal information is processed by a third party payment processor, who specializes in the secure online capture and processing of credit/debit card transactions and data

Who has access to your personal information

To reiterate, we will not rent, swap or sell your personal information to other organisations for them to use in their own marketing activities.

Employees within Age Exchange may need access to your personal information to:

  • Determine which services are most suitable for you
  • Check the quality of the services provided
  • Communicate about fundraising campaigns, events and activities if you have opted-in to receive this type of information
  • Communicate regarding a financial or in-kind donation

Personal information storage/retention

If you have consented for Age Exchange to use the information you have supplied to communicate with you about our activities, Age Exchange will follow EU General Data Protection Regulation (GDPR) guidelines. Information will be held by Age Exchange Ltd, unless you request your information to be deleted. We will not pass your details on to any other organization without your consent or unless required by law.

Your personal information is securely held in an electronic supporter database, which can only be accessed by authorized people. Some information will be securely held in paper record format.

Transactional or bank account details will be kept for processing purposes and until the payment/first payment has been received by the bank, after which point details will be securely destroyed.

We review our retention periods for personal information on a regular basis in keeping with Article 5 (e) of the GDPR, which states personal data shall be kept for no longer than is necessary for the purposes for which it is being processed. Emphasis, under the GDPR, is to minimize retention, both in terms of the volume of data stored on individuals and how long it’s retained. We are legally required to hold some types of information to fulfill our statutory obligations (for example the collection of Gift Aid).

How to remove your personal information from our database

You can help us keep our records up to date by telling us when your contact details and other personal information changes. You can decide how you want us to contact you, whether by mail, email or by phone or text message. You can update your communication preferences at any time by telling us when things change at From time to time we will also send you a communication to update and refresh your communication preferences.

You have the right to withdraw consent to the processing of personal information. You can change your mind at any time about how we contact you or ask us to stop contacting you altogether. To do this, please contact us at:

Write to: Age Exchange, No 11 Blackheath Village, London SE3 9LA
Call: 0208 318 9105

If you tell us that you no longer want to receive further contact from us and you are on our supporter database, we will action it within 21 days of your request, however, it may take a short while before our communications stop altogether as selection of supporter information for some of our appeals is done a few weeks in advance of mailing.

If you request to receive no further contact from us, we will keep the information we hold on you and add you to our suppression lists to ensure that you do not receive unwanted materials in the future.

Access to your information

You have the right to see information contained in personal information we hold about you. If you would like to receive some or all of your personal information, please contact us via the below methods. We may require proof of identity of the person making the request.

Write to: Age Exchange, No 11 Blackheath Village, London SE3 9LA
Call: 0208 318 9105


When you visit our website a cookie identifies and tracks your visit whilst collecting statistical information. Our site uses first party and third party cookies. Cookies tell us the pages that have been visited and collect information about how many times certain pages have been visited.

When you view pages on our website, you will be asked to allow a cookie to be placed on your computer that will remember your computer’s details. The cookie does not seek to identify you as an individual, just the computer used in order to make using the website easier for you next time.

Cookies help us to assess the effectiveness of our website and can provide useful information.


Any questions regarding this Policy and our privacy practices should be sent by email to the Chief Executive at or by writing to Age Exchange, No 11 Blackheath Village, London SE3 9LA. Alternatively, you can call us on 0208 318 9105. In addition you have the right to lodge a complaint with the Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow SK9 5AF or call our helpline on 0303 123 1113.

This policy was last updated May 2018.