This privacy policy explains how we use any personal information we collect about you when you use this website, and when you use Bromley Well services.

Using Bromley Well Services


 Using this website


Accessing your information, making corrections or deletions

Right to Complain

Changes to our privacy policy

How to contact us


When you use Bromley Well Services

Bromley Well Services are delivered by Bromley Third Sector Enterprise (BTSE). BTSE is funded by Bromley Council and NHS South East London Integrated Care Board (ICB) to provide health and wellbeing services to residents of Bromley Borough. 

Bromley Well services are delivered by a partnership of 5 charities:

Age UK Bromley and Greenwich; Bromley Mencap, BTSE, Citizens Advice Bromley and South East London Mind (formerly Bromley, Lewisham and Greenwich Mind).

In order to effectively deliver these services, BTSE and its partner charities need to collect and maintain personal data about people who use Bromley Well services.

Bromley Well understands that the privacy and security of your personal information is extremely important. Because of that, this notice sets out what we do with your information and what we do to keep it secure. It also explains where and how we collect your personal information, as well as your rights over any personal information we hold about you.

What information do we collect from you?

We may collect personal information about you when you contact us regarding any form of support service, about volunteering and the services we manage. We will ensure that we only collect enough information to enable us to provide the appropriate service, and we will only collect information which is reasonable and fair. The sort of information we will hold will include:

  • information that you provide to us such as your name, address, date of birth, telephone number, email address, NHS number, bank account details for any ‘paid for’ services and any feedback you give to us, including by phone, email, post, or when you communicate with us via social media;
  • information about what you tell us regarding your situation and why you contacted us for help. We record summary information about your situation so we can provide the most appropriate service(s) for you;
  • information about you such as health conditions or your ethnicity which we use anonymously for research and planning purposes. Such data is called “special category data”. Find out more about special category data at the Information Commissioners website here:
  • information about the services that we provide to you (including for example, the things we have provided to you, when and where, what you paid, the way you use our services, and so on);
  • information about how you have used our Services. For example, we try to identify how we have worked with you – by email, by meeting with you or through a workshop;
  • your contact details and details of the emails and other electronic communications you receive from us, including our regular news bulletins sent by a third party software called Mailchimp.

If you do not wish to provide personal information, please let us know. In some cases, we may not be able to process your request and we will tell you this at the time.


How we use your information

Personal information which you supply to us may be used in several ways, for example:

  • help us understand more about you and to improve our service to you and others;
  • to provide the services you requested;
  • to ensure efficient and accurate administration of your request;
  • to process your request or payment;
  • taking payment from you;
  • to manage your case or complaint;
  • for fraud prevention and to ensure all our volunteers and partner organisations are genuine;
  • to conduct research and ask for your feedback about our services, either carried out by us or with reputable agencies;
  • for statistical analysis to:
    • provide services to the wider community using anonymised information;
    • support a grant or funding application through the use anonymised information;
  • help answer your questions and solve any issues you have;
  • we will keep your personal information only if we need to and will destroy it securely after a set period of time.


How we ensure your information is kept safe

We take security measures to protect your information including:-

  • limiting access to our building to those that we believe are entitled to be there (by use of identity passes, key and door access control)
  • implementing access controls to our information technology, such as firewalls, ID verification and logical segmentation and / or physical separation of our systems and information;
  • we use Charitylog, an online customer database to record your details and your use of our services. This is provided by a company called Dizions. Their privacy policy can be found on their website here: Please note, in Dizions’ policy we (BTSE/Bromley Well) are the client referred to;
  • Charitylog (Dizions) stores data on servers in the UK; 
  • never sharing passwords;
  • limiting access to paper based information to only those who need to see it;
  • We use Microsoft Office 365 for our communications with you by email. Our MS Office 365 data servers are in the UK.


How we share your information

We will not disclose your personal information to any organisation or person outside Bromley Third Sector Enterprise/Bromley Well without your consent except:

  • to help prevent fraud;
  • if required to do so by law;
  • if there is deemed to be a risk of harm to you or any other individual involved in your issue, in the interests of personal safety consent to discuss you query with others may not be sought.



Visitors to our website

  • We use Voice to build and host our website. Voice is a website builder available free of charge to all community, not-for-profit, and voluntary groups in the UK. More information about Voice at their website
  • When someone visits our website at, we also use a third party service, Google Analytics, to collect standard internet log information and details of visitor behaviour patterns. We do this to find out things such as the number of visitors to the various parts of the site. This information is only processed in a way which does not identify anyone. We do not make any attempt to find out the identities of those visiting our website.

If we do collect personally identifiable information through our website, this is with your consent and we will make it clear when we collect personal information what we intend to do with it.


Other websites

Our website contains links to other websites. This privacy policy only applies to this website so when you link to other websites you should read their privacy policies.


Use of cookies on


When you sign up for our Newsletter(s)

  • When you voluntarily sign up to our newsletter(s) we store the personal details you supply in order to email you newsletters you select.
  • We do not share your details with any other organisations, aside from the third party mailing provider, Mailchimp which is in the United States.
  • You can unsubscribe from our news at any time by clicking unsubscribe at the bottom of a news email.


Accessing your information, making corrections or deletions

  • You have the right to request a copy of the information that we hold about you. If you would like a copy of some or all of your personal information, please email, phone or write to us:, Tel: 0208 315 2573,  FAO: Data Protection Officer, BTSE, South Street, Bromley BR1 1RH. Alternatively you can use the Information Commissioner's Office (ICO) form to ask for some or all of your personal information. Visit the ICO website to complete a form.
  • We want to make sure that your personal information is accurate and up to date. You may ask us to correct or remove any information you think is inaccurate or which you no longer want us to store.


Right to lodge a complaint

If at any time you think there is a problem with the way that we are handling your data you have a right to complain to us. Please contact BTSE on 020 8315 2573 or email or write to us: FAO Data Protection Officer, BTSE, South Street, Bromley BR1 1RH.

You may also contact the Information Commissioners Office directly at


Changes to our privacy policy

We keep our privacy policy under regular review and we will place any updates on this web page.

This privacy policy was last reviewed October 2022.

Previous updates

December 2020: updated with information about in which countries our data is stored. This was done to ensure transparency about where our data is stored given the UK withdrawal from the EU. Changes were also made to the Volunteer webpages which no longer have a form for potential volunteers.

October 2020: updated following a revised data export compliance assurance by our mailing provider Mailchimp. 

July 2020: updated following the addition of the inclusion of special category data as part of the personal information we collect when you use Bromley Well services. 


How to contact us

Please contact us if you have any questions about our privacy policy or information we hold about you:

By post: FAO Data Protection Officer, BTSE, Community House, South Street, Bromley BR1 1RH

By email:  By phone: 020 8315 2573