Veterans Aid


Privacy Policy

Veterans Aid is committed to protecting and respecting your privacy. We are dedicated to maintaining the confidence you put in us when handling and processing your personal data.

This document explains when and why we collect personal information, what personal information we collect from you, what we do with it, how you might access it, who it might be shared with and how we keep it secure.

This policy may change from time to time so please check this page occasionally to ensure that you are happy with any updates. By using our website, you are agreeing to be bound by this Policy.

Like to know more?

If you have any questions regarding this Policy and our confidentiality and data handling practices you can telephone us on 0207 828 2468 or write a letter to 27 Victoria Square, SW1W 0RB.

Who are we?

Veterans Aid is primarily involved in supporting veterans in crisis. Our assistance includes the provision of accommodation, social work, alcohol & drugs counselling and advocacy.

Veterans Aid is a registered charity (1095308) and company limited by guarantee (4544532). Our registered address is 27 Victoria Square, SW1W 0RB, London.

How do we collect information from you?

We obtain information about you when you interact with us either online or face to face. For example:

  • When you contact us about our services;
  • When you inquiry about volunteering opportunities;
  • When you wish to make a donation;
  • When you make a purchase in the VA online shop;
  • Through your participation in our events (subject to the informed consent);
  • During conversations between you and our members of staff (subject to the informed consent);

Why we collect the data?

Veterans Aid is a frontline charity and in order to deliver our charitable services we have to gather and use certain information about individuals. These can include clients, suppliers, business contacts, employees and other individuals with whom the charity has a relationship or  need to contact.

How we protect your data?

We continue to monitor and review our existing practices and introduce new technologies to make sure we have robust security measures.

Our approach to information security does not rely merely upon written policies. We maintain the confidentiality, integrity and availability of information through the protection of our technology resources and assets. Measures include, but are not limited to:

  • Portable devices encryption (e.g., memory sticks, laptops, smartphones, tablets)
  • Laptop and desktop firewall
  • Antivirus and anti-malware software (server, endpoint, gateway)
  • Automated patching and security vulnerability tests held regularly
  • Full disk laptop and desktop encryption
  • Strong physical controls
  • No BYOD across the whole Charity

Our website is entirely encrypted and has SSL certificate.

We understand the importance of taking appropriate steps to safeguard information assets and are committed to protecting sensitive and personal information of all the data subjects.

What type of information we collect?

The personal information we collect might include your name, address, email address, IP address, and information regarding what pages are accessed and when. If you purchase a product from the VA online shop or make an online donation, your card information is not held by us, it is collected by our third party payment processors (PayPal), who specialises in the secure online capture and processing of credit/debit card transactions.

We do not collect or use special categories of Personal Information unless we are legally obliged to. These special categories include, for example, trade union membership, racial origin, genetic and biometric data. Where we collect the Personal Information of a child we always obtain the consent of a parent or legal guardian.

How is your information used? 

We may use your information to:

  • Process a donation that you have made;
  • Process orders that you have submitted;
  • Carry out our obligations arising from any contracts entered into by you and us;
  • Notify you of changes to our services;
  • Seek your views or comments on the services we provide;
  • 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 job application, volunteering request or grant.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 can access your information?

We may pass your information to our third party service providers, agents subcontractors and other associated organisations 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 for marketing purposes.

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. If you have any questions regarding secure transactions, please contact us.

We may transfer your personal information to a third party if we are under a duty to disclose or share your personal data in order to comply with any legal obligation or to enforce or apply our terms of use or to protect the rights, property or safety of our clients and supporters. However, we will take steps with the aim of ensuring that your privacy rights continue to be protected.

Where necessary, we will always seek your consent before sharing your Personal Information. It may happen that we will be mandated to disclose your Personal Information in response to requests from a court, police services or other Regulatory bodies. Where feasible, we will consult with you prior to making such disclosure and, in order to protect your privacy, we will ensure that we will disclose only the minimum amount of your information necessary for the required purpose.

Your decision!

We want you to feel that you are in control of your data. At any time you can ask Veterans Aid to stop or amend how we’re using your personal information including direct marketing communications from us about our frontline operations and services. To do that, please telephone us on 0207 828 2468.

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

If you would like to check what information we hold about you please telephone us on 0207 828 2468. We’ll send you our Subject Access Request form that you will need to complete, together with proof of your identity and pay administrative fee of £10 (in cheque, cash of bank transfer). This form along with relevant attachments should be sent in a securely sealed enveloped marked ‘Private and Confidential’ to the following address:

Head of Administration

27 Victoria Square



United Kingdom

This form (along with the required enclosures) can also be delivered by hand to the above address. Please note that if you cannot provide us with satisfactory proof of identity, your application will be rejected and any fee already paid will not be returned.

Would you like to update your information?

The accuracy of your information matters to Veterans Aid. If you change your email address, or any of the information that we hold is inaccurate or outdated, please telephone us on 0207 828 2468.

Use of ‘cookies’

Like many other websites, the Veterans Aid website uses cookies. ‘Cookies’ are small text files sent by an organisation to your computer and stored on your hard drive to allow that website to recognise you when you visit. They are commonly used in order to make websites work, or work more efficiently, as well as to provide information to the owners of the website.

They collect statistical data about your browsing actions and patterns and do not identify you as an individual. For example, we use cookies to store your country preference. This helps us to improve our website and deliver a better, more personalised service.

You can switch off cookies by setting your browser preferences. For more information on how to switch off cookies on your computer, visit our full cookies policy. Remember that turning cookies off may result in a loss of functionality when using our website.

Links to other websites

Veterans Aid website may contain links to other websites. This privacy policy applies only to our website. Please 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 those using links from our website.

In addition, if you link 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.

16 or Under

We are dedicated to protecting the privacy of children aged 16 or under. If you are aged 16 or under‚ please make sure you have your parent/guardian’s permission beforehand whenever you provide us with personal information.

Transferring your information outside of Europe

We do not transfer any information outside the EU and EEA.

Review of this Policy

This policy will be reviewed and updated as and when required to ensure that it remains appropriate in light of changes to statutory laws, business requirements or contractual obligations.


0800 012 6867

0207 828 2468