Privacy Notice

This notice explains:

• what information we collect
• why we collect it
• how we use it
• who we may share it with
• how long we keep it
• your rights under UK GDPR and the Data Protection Act 2018

This notice applies to enquiries, support activities, referrals, switching support, digital support activities and related services delivered by The Savings Hub.

Who We Are

The Savings Hub is a community-focused initiative supporting individuals and households to:

• reduce household costs
• improve access to digital services
• improve digital confidence
• identify possible savings opportunities
• improve financial resilience

Contact details:

What Information We May Collect

We may collect:

• your name
• address and postcode
• telephone number
• email address
• preferred contact method
• information about utility, broadband, mobile or TV services
• information about current providers or contracts
• information relevant to identifying possible savings opportunities
• information relating to digital support needs
• referral or signposting information
• consent records
• service activity records
• follow-up information

We only collect information that is relevant and necessary for providing support.

How Information Is Collected

Information may be collected:

• directly from you
• through forms
• by telephone
• during meetings or home visits
• by email or written correspondence
• through referrals where appropriate permissions exist

Why We Use Information

We use information to:

• respond to enquiries
• provide advice and support
• help identify possible household savings
• support switching or provider contact where authorised
• provide digital support
• maintain service records
• monitor and improve services
• maintain safeguarding and risk management processes
• make referrals or signpost to other organisations where appropriate
• maintain accurate records and audit trails

Lawful Basis for Processing

Under UK GDPR, The Savings Hub may process information using:

• consent
• contractual necessity where support has been requested
• legitimate interests relating to operating and improving the service

Where consent is relied upon, you may withdraw consent at any time.

Where special category information becomes necessary, additional lawful conditions under UK GDPR will be applied where required.

Information Sharing

We will not sell your information.

Information may be shared where necessary with:

• utility providers
• broadband or telecommunications providers
• referral agencies
• welfare rights or money advice services
• partner organisations supporting delivery
• safeguarding or statutory agencies where required by law or where there is a serious risk of harm

Information sharing will normally be limited to what is necessary for the relevant purpose.

Where possible, we will seek your consent before sharing information.

Storage and Security

The Savings Hub uses Microsoft 365, SharePoint and related systems to manage records. Reasonable technical and organisational measures are used to help protect personal information against:

• unauthorised access
• accidental loss
• misuse
• alteration
• inappropriate disclosure

Access to records is restricted according to operational need.

How Long We Keep Information

We only keep personal information for as long as necessary. Retention decisions may consider:

• operational need
• legal obligations
• safeguarding considerations
• funding and audit requirements
• complaint or dispute handling
• legitimate service administration purposes

Records no longer required will be securely deleted or destroyed.

Your Rights

Under UK GDPR you may have rights including:

• the right to be informed
• the right of access
• the right to rectification
• the right to erasure in certain circumstances
• the right to restrict processing
• the right to object to processing
• the right to data portability in certain circumstances
• the right to withdraw consent where consent is relied upon

You may exercise these rights by contacting The Savings Hub.

Complaints

If you are unhappy with how your information has been handled, please contact The Savings Hub first so we can attempt to resolve the issue.

You also have the right to complain to the Information Commissioner's Office (ICO).

Changes to this Notice

We may update this Privacy Notice periodically to reflect operational, legal or regulatory changes. The latest version will always be available through our website, forms or by request.