Privacy policy

We are committed to protecting your personal information. This page, together with our Terms and Conditions for this site, set out the basis on which we will process any personal information we collect from you or that you provide to us.

About Family Lives

We are a national charity supporting families across the UK through our services, including our websites, helpline and services in communities. We have been supporting families for over 35 years.

Family Lives is registered as a company limited by guarantee in England and Wales No. 3817762 and a registered charity No.1077722. 

The types of information we collect

Family Lives holds and processes information about our service users for various purposes. For example to report to our commissioners and funders, to enable correspondence and communications, and for safeguarding purposes. By submitting this personal information you enable us to provide you with the information, services or products you select.

When you engage with us, for example by requesting our services, donating money, engaging with our campaigns, applying for jobs, we may collect and process personal information about you (and your child/children if relevant). Depending on your activity and the services we are providing this may include your name, email address, postal address, telephone or mobile number, date of birth, financial details or other personal or sensitive information.

We are required by law under the Data Protection Act 1998 to obtain consent from you to collect and process your personal data. This ensures any personal information about you must be collected and used fairly, stored safely and not disclosed to any other person without your prior consent. We are required by the Data Protection Act 1998 to ensure that any personal information you supply to us is only used for the purpose for which you provided it.

What is personal and sensitive data?

Personal data is data which can be used to identify you. This may include your name, date of birth, address, telephone number etc.

Sensitive data is information related to any of the following: racial or ethnic origin, political opinions, religious beliefs, trade union membership, health, sexuality or sex life, offences and/or convictions.

Where will you store my data?

Data will be stored in a shared electronic case management system accessed only by members of Family Lives staff and volunteers working on the particular service you engage with. Your information may also be stored in a paper file held securely by Family Lives.

What we do with your data

Family Lives will store and process your data for as long as you are accessing our services. Family Lives will keep some classes of information for longer than others. These will include information held, for example, for reporting purposes in accordance with our contractual obligations with and requirements of our funders and some which is retained in anonymous form for statistical records and research. Family Lives disposes of personal data when it is no longer required safely and securely.

Family Lives will not rent or sell your personal information to other organisations for use by them in their own direct marketing activities.

When we may share or disclose your information

We may disclose your personal information to third parties if we are under a duty to disclose or share your personal data, or there are safeguarding issues concerning either you or your child. With your permission we may also share personal information about you or your children to other organisations if we are referring you on to another relevant organisation or making appointments on your behalf. These may include: a local authority and other governmental bodies; police or other authorities; general practitioners and other health practitioners; and educational institutions.

We may also share data with another organisation when we are working in partnership with them to provide a service to you. We will disclose only the personal information necessary to deliver the service and will have an agreement in place to ensure data sharing complies with data protection and information security requirements.


Where you use a password which enables access to certain parts of our website, you are responsible for keeping the password confidential. You agree not to share that password with anyone else.

Following links to third-party websites

Our websites may include links to other websites which are not owned or managed by Family Lives. While we try our best to only include links to reputable websites which we think you will find useful, we cannot be held responsible for the privacy of data collected by sites not managed by Family Lives, nor can we accept responsibility or liability for those policies. You should check the privacy policy on any external website you visit before you submit any data to that website.

Posting or sending inappropriate content

If you post or send any content on our websites which we believe is inappropriate or which is against any laws, we may use your personal information to inform relevant third parties such as your internet provider or law enforcement agencies.


To help us create an effective website that reflects our users’ needs, we may also use cookie files to collect and record information about how our website is used and collect your IP address (a number that identifies a specific computer or other internet device) for system administration and to report aggregated information.

Cookie files and IP addresses will not identify you as an individual. By continuing to use our website you agree to our use of cookies.

You can find out more about what cookies are and how they work in this BBC article.

How we may use your personal information

1.    To provide you with information (including fundraising or campaigning activities), services or products you have requested or which we feel may interest you where you have consented to being contacted.

2.    To allow you to participate in interactive features on our website, for example we may help you complete forms by inserting your contact details for you to edit.

3.    To analyse and improve the services offered on our websites by providing the most user-friendly navigation experience for your computer or device.

4.    With IP addresses, to identify your approximate location, or to establish the number of visits to our websites from different countries.

5.    To process personal information for the purposes of customer analysis and direct marketing to help us with our activities and to provide you with the most relevant information.

If you do not want is to contact you for direct marketing purpose please tick the relevant box on the form on which we collect your data or contact us on

We review how long we hold personal information on a regular basis.

How to access your personal information

You have a right to know whether Family Lives holds any information about you (personal data) and to be provided with your information within 30 days in accordance with the Data Protection Act 1998.

You can request your personal information by email to or by writing to: Data Controller, Family Lives, 15-17 The Broadway, Hatfield, Hertfordshire, AL9 5HZ.

We do not make a charge for this. It will help us to find your information if you can tell us something about the nature of your contact with us. We want to make sure that your personal information is accurate and up to date. You may ask us to correct or remove information you think is inaccurate.

Where can I find out more about the Data Protection Act 1998?

Please visit the Government’s website to find out more about what the Data Protection Act 1998 means for you:

Updates or changes to this privacy policy

We reserve the right to make changes to this Privacy Policy. Each time you visit this site you should check this Privacy Policy to check that no changes have been made to any sections that are important to you.  Where appropriate, any changes will be notified to you by email.

How we can help you

If you would like support and advice, you can talk to one of our Family Support Workers by calling our confidential helpline on 0808 800 2222. You can also share experiences and advice with other parents on our Forums. Family Lives is here for you and you can contact us about any family issue, big or small.

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