Privacy and Complaints Policy Notice

If you want more information about the work of Michael Roberts Charitable Trust  (MRCT) or would like to speak to someone personally please contact us.

MRCT Office

MICHAEL ROBERTS CHARITABLE TRUST
Unit 8, Housham Hall Farm,
Harlow Road, , Matching Tye,
Harlow CM17 0PB
Essex

Telephone:  01279 724 515

email: enquiries@mrct.org.uk

Registered Company and Charity

Charity No: 1065006

A company limited by guarantee

Company No: 3439299

MRCT Trustees

Current trustees

Privacy Policy

This privacy policy notice is for this website; www.mrct.org.uk and served by MICHAEL ROBERTS CHARITABLE TRUST, Unit 8, Housham Hall Farm, Harlow Road, Matching Tye, Harlow CM17 0PB Essex and governs the privacy of those who use it. The purpose of this policy is to explain to you how we control, process, handle and protect your personal information while browsing or using this website, including your rights under current laws and regulations. If you do not agree to the following policy you may wish to cease viewing / using this website.

Policy key definitions

  • “I”, “our”, “us”, or “we” refer to the business, MICHAEL ROBERTS CHARITABLE TRUST.
  • “you”, “the user” refer to the person(s) using this website.
  • GDPR means General Data Protection Act.
  • PECR means Privacy & Electronic Communications Regulation.
  • ICO means Information Commissioner’s Office.
  • Cookies mean small files stored on a users computer or device.

Processing of your personal data

Under the GDPR (General Data Protection Regulation) we control and / or process any personal information about you electronically using the following lawful bases.

  • Lawful basis: Consent
    The reason we use this basis: We will from time to time send out Newsletters, Annual Reports, requests for financial support, requests for food support and requests for volunteer support.
    We process your information in the following ways: We will hold a secure database contact information.
    Data retention period: We will continue to process your information under this basis until you withdraw consent or it is determined your consent no longer exists.
    Sharing your information: We do not share your information with third parties.

  • Lawful basis: Contract
    The reason we use this basis: To communicate with our volunteers and employees.
    We process your information in the following ways: We will hold a secure database of contact information.
    Data retention period: We shall continue to process your information until the contract between us ends or is terminated under any contract terms.
    Sharing your information: We do not share your information with third parties.

  • Lawful basis: Legitimate interests
    The reason we use this basis: To enable us to carry out our duties and obligations in providing our services through Harlow Foodbank, Bounty Club and Maybury Open Door.
    We process your information in the following ways: We will hold a secure database of contact details.
    Data retention period: We will not hold your Personal Information for any longer than is necessary for the “uses” outlined above, unless we are required to keep your Personal Data to comply with the law and any regulatory requirements.
    Sharing your information: We will only share your personal information with the referral agencies with whom we work so that we may be able to provide our services.

If, as determined by us, the lawful basis upon which we process your personal information changes, we will notify you about the change and any new lawful basis to be used if required. We shall stop processing your personal information if the lawful basis used is no longer relevant.

Your individual rights

Under the GDPR your rights are as follows. You can read more about your rights in details here [https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/individual-rights/]

  • the right to be informed;
  • the right of access;
  • the right to rectification;
  • the right to erasure;
  • the right to restrict processing;
  • the right to data portability;
  • the right to object; and
  • the right not to be subject to automated decision-making including profiling.

You also have the right to complain to the ICO [www.ico.org.uk] if you feel there is a problem with the way we are handling your data.

We handle subject access requests in accordance with the GDPR.

Transparent Privacy Explanations

We have provided some further explanations about user privacy and the way we use this website to help promote a transparent and honest user privacy methodology.

Email marketing messages and subscription

Under the GDPR we use the consent lawful basis for anyone subscribing to our newsletter or other mailing lists. We only collect certain data about you, as detailed in the “Processing of your personal date” above. Any email marketing messages we send are done so through an EMS, email marketing service provider. An EMS is a third party service provider of software / applications that allows marketers to send out email marketing campaigns to a list of users.

Any email marketing messages we send are in accordance with the GDPR and the PECR. We provide you with an easy method to withdraw your consent (unsubscribe) or manage your preferences / the information we hold about you at any time. See any marketing messages for instructions on how to unsubscribe or manage your preferences.

Resources and further information

  • Overview of the GDPR – General Data Protection Regulation
    https://ico.org.uk/for-organisations/data-protection-reform/overview-of-the-gdpr/<
  • Data Protection Act 1998
    http://www.legislation.gov.uk/ukpga/1998/29/contents
  • Privacy and Electronic Communications Regulations 2003
    http://www.legislation.gov.uk/uksi/2003/2426/contents/made
  • The Guide to the PECR 2003
    https://ico.org.uk/for-organisations/guide-to-pecr/
  • Mailchimp Privacy Policy
    http://mailchimp.com/legal/privacy/

Complaints Policy

Harlow Food bank Complaints Procedure

 

Harlow Foodbank is committed to delivering a high standard of service to anyone who engages with our work. We believe that the best way to improve our service is by learning from the people who use it.

We welcome comments, compliments and complaints from the people who use our food bank, referral agencies, volunteers and anyone else we come into contact within our work. These help us to see what we are doing well and where we can make improvements.

We aim to promote an environment where people are encouraged to raise and discuss issues informally and, where necessary, seek solutions to prevent them developing into problems or complaints. However, we recognise that there may be situations where people are not happy with the outcome of an informal discussion or feel that the issue needs to be taken further.  In these cases, Harlow Foodbank has a complaints procedure so that we can work towards a resolution in a fair and transparent manner.

 

Our promise and commitment

We recognise that there may be times when our services and activities do not meet your expectations. If this happens, it is important that we know about it as soon as possible so that we can deal with the situation effectively to try to prevent it from happening again and to learn from our mistakes. We promise to take all feedback and complaints seriously and to deal with them in a timely manner.

How to register a complaint or give feedback

If you have a complaint, or would like to share a concern, compliment or comment on any aspect of our service, you can contact us in one of the following ways:

  • In person to staff/volunteers at the food bank
  • By phone: 01279 724 515
  • By email: harlowfoodbank@mrct.org.uk
  • Write to the following address: Michael Roberts Charitable Trust, Unit 8, Housham Hall Farm, Harlow Road, Matching Tye, Harlow CM17 0PB

Please tell us what your complaint or feedback is about and what you would like to see happen as a result.  Please also tell us how we may contact you.

What will happen after I complain?

  1. We will acknowledge your complaint within five working days of receipt and provide you with the name of the person responsible for investigating the matter on your behalf.
  2. The person responsible for the investigation will write to you with their findings and proposed resolution within twenty-eight days from receipt of the complaint*.
  3. If you are dissatisfied with the outcome of the investigation you may appeal or escalate your concerns to Jeanette Ehlers, Chair of Trustees at the above address. Letters must be received within twenty-one working days of the date on the correspondence notifying you of the outcome of the first investigation.
  4. The complaint will be reinvestigated and you will be informed of the outcome within 10 working days*.

* unless the complaint is particularly complex or time-consuming, in which case you will be kept informed of the progress of the investigation and notified of the expected date of completion.

Wherever possible, Harlow Foodbank will respect your confidentiality and keep your complaint confidential as far as possible. Any information about the complaint will usually only be shared with those who need to know in order to help resolve it.

There may, however, be occasions when we cannot provide absolute confidentiality, for example in circumstances where a child or vulnerable adult may be at risk of harm.

Data Privacy Statement – Harlow Foodbank

The Michael Roberts Charitable Trust is registered as a data controller with the UK Information Commissioner’s Office under registration number Z5650024.

We use the personal information that you provide in accordance with the Data Protection Act 2018 to process your complaint. We have a legitimate interest in holding this information in order to be able to monitor and improve our services.

We will collect personal information including your name and contact details, including postal address, telephone number, email address and social media contact information, in order to be able to investigate your complaint and to communicate with you about it. We will also collect sufficient information about the situation that you are contacting us about to be able to understand what has happened and help you seek a resolution to your complaint.

Where your complaint relates to services involving our partners, for example a referral agency or the Trussell Trust, then we may need to share your information with a third party.

We keep this information for 3 Years after your complaint has been closed, unless we have a requirement to keep it longer, in which case we will inform you of this. After this time the data will be aggregated and anonymised.

This complaints policy is available in hard copy to download – here

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