Privacy Notice and Complaints Procedure 

 Version 4 | June 2026 

 
 

This document sets out Happy Baby Community’s Privacy Notice and Complaints Procedure. The Privacy Notice explains when and why we collect personal information about you, how we use it, the conditions under which we may share it, and how we keep it safe. It also sets out your rights under UK data protection law and how to exercise them. The Complaints Procedure explains how you can raise a concern and what you can expect from us in response.

If you have any questions about this document, please contact us:

Email: hello@happybabycommunity.org.uk
Telephone: 07394 609388
Write to: Data Protection Officer, 11 Sancroft Street, London SE11 5UG

If you are unhappy with the way we handle your personal data, you also have the right to complain to the Information Commissioner’s Office (ICO):

Telephone: 0303 123 1113
Write to: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
Online: www.ico.org.uk/concerns


PART A – PRIVACY NOTICE

1. Who Are We?

We are Happy Baby Community, a registered charity (number 1181633). Our registered address is 94 Englefield Road, London N1 3LG.

For the purposes of UK data protection law we are the Data Controller for any personal information you share with us. We work to support mothers, and mothers-to-be, who have sought international protection in the UK, alongside their babies and young children. We do this through a range of services including welfare advice, listening and counselling, ante-natal and post-natal support, food provision, English lessons, therapeutic support, and community programmes.

2. How Do We Collect Information From You?

Information you give us directly

We may collect information you provide when you attend one of our groups, when you apply to work or volunteer with us, or when you enrol in one of our services.


When you visit our website

We may automatically collect technical information when you visit our website, including your IP address, device type, browser, and operating system. We use this information to improve your experience and the quality of our services. Where we use non-essential cookies we will request your consent (see Section 9).

Through social media

When you interact with us on platforms such as Facebook, Instagram, or X (formerly Twitter), we may receive information about you depending on your privacy settings on those platforms.

3. What Information Do We Collect?

Personal information we may collect includes:

  • Your name and contact details (postal address, email address, and telephone number).

  • Your date of birth.

  • Information about your child or pregnancy if you enrol in one of our support services.

  • Any other personal information you choose to share with us.

UK data protection law recognises certain categories as ‘special category’ data – for example, information about health, religion, or ethnicity – which requires additional protection. We only collect such data where there is a clear lawful basis for doing so, including where we support clients with specific health or welfare needs. 

4. How and Why Is Your Information Used?

We may use your personal information to:

  • Maintain a record of your relationship with us.

  • Deliver the services, products, or information you have requested.

  • Carry out obligations arising from any contract between you and us.

  • Check for updated contact details so we can stay in touch if you move.

  • Seek your views on our services and any changes we are making.

  • Send communications you have requested or which we believe may be of interest to you.

  • Process applications for employment or volunteering opportunities.

  • Record events you attend.

How long is your information kept?

We retain your personal information only for as long as is necessary for the purpose for which it was collected, and in line with our legal and regulatory obligations (including employment law, health and safety legislation, and HMRC requirements). We maintain a Records of Processing Activities (RoPA) which we review regularly. For further information on our retention periods, please email hello@happybabycommunity.org.uk.


5. Who Has Access to Your Information?

We do not sell or rent your personal information to any third party. We do not share your information for marketing purposes without your consent.

We may share your information with trusted third-party service providers who help us deliver our services (for example, if you would like a clothing bundle form another charity). Such providers are required to process your data only for the stated purpose, in accordance with our instructions and applicable data protection law.

We may also disclose information where required to do so by law, or for the purposes of fraud prevention and safeguarding.

6. Lawful Basis for Processing

UK data protection law requires us to identify a lawful basis for processing your personal information. We rely on the following bases:

Consent

Where you have given us clear, specific consent to use your information for a particular purpose, such as receiving our email newsletter, or passing your information to another organisation for another service.

Legitimate Interests

Where processing is necessary to achieve our organisational objectives, and we can demonstrate that such use is fair and within your reasonable expectations. We carry out a Legitimate Interests Assessment (LIA) before relying on this basis to ensure your rights are not overridden. Examples include sending postal communications about our services, and understanding how people interact with our website.

Legal Obligation

Where we are required by law to process your information, for example for tax or safeguarding purposes.

Performance of a Contract

Where processing is necessary to fulfil a contract with you.

Vital Interests

Where processing is necessary to protect someone’s life, for example in the event of a medical emergency at one of our sessions.

Special Category Data (Article 9 UK GDPR)

Where we process special category data (such as health information), we identify an additional lawful basis under Article 9 UK GDPR. We will use your Explicit Consent or another lawful ground available to us, including Schedule 1 of the Data Protection Act 2018. Please contact us if you would like to know more about the basis we rely on in a specific situation.

 

7. Marketing Communications

Your contact details may be used to provide information about our services and fundraising opportunities.

Post

We may occasionally send marketing communications by post. If you would prefer not to receive these, please let us know via any of the contact details at the start of this document.

Email, text, and telephone

If you are using one of our services, we may send you a weekly information by text. You can unsubscribe at any time via the link provided in the message. We will only send communications by email, text, or telephone where you have given your explicit consent. You can withdraw consent at any time by contacting us directly.

Your choices

You are always in control of your communication preferences and can update them at any time by contacting us at hello@happybabycommunity.org.uk or 07394 609388.

8. Your Rights Under UK Data Protection Law

Under the UK GDPR and the Data Protection Act 2018, you have the following rights in relation to the personal information we hold about you:

To exercise any of these rights, please contact us using the details at the start of this document. We will respond within one calendar month in line with our obligations under Article 12 UK GDPR. If we are unable to meet this deadline, we will notify you and provide a reason.

9. Keeping Your Information Safe

We take the security of your personal data seriously. We have implemented appropriate technical, physical, and organisational measures to protect your information from unauthorised access, loss, alteration, or disclosure, both online and offline.

Any sensitive or special category data is encrypted.

Our website may contain links to third-party websites. We are not responsible for the privacy practices of those sites and encourage you to read their privacy notices.

10. Cookies

Our website uses cookies – small text files placed on your device – to help the site function correctly and to improve your experience. We use the four categories of cookies defined by the International Chamber of Commerce:

  • Strictly necessary cookies, which are essential for the site to operate.

  • Performance cookies, which collect anonymous data on how the site is used.

  • Functionality cookies, which remember preferences you have set.

  • Targeting or advertising cookies, which are used to make content more relevant to you.

You can opt out of all non-essential cookies. If you have any questions about our use of cookies, please contact us.

11. Keeping Your Information Up To Date

We review the personal data we hold on an annual basis and rely on you to let us know if your details change. Please contact us at hello@happybabycommunity.org.uk if any of your information needs updating.

12. Changes to This Privacy Notice

We may update this Privacy Notice from time to time to reflect changes in the law or in our practices. The latest version will always be available on our website. Where changes are significant, we will communicate them clearly. This document will also be reviewed internally at least annually.

PART B – COMPLAINTS PROCEDURE

13. Our Commitment

Happy Baby Community is committed to providing high-quality, respectful, and supportive services to all clients, volunteers, staff, donors, and partner organisations. We welcome feedback and take complaints seriously. We view every complaint as an opportunity to learn and to strengthen the quality and accountability of our work.

This procedure is in line with the Charity Commission’s guidance on complaints handling (CC47) and good practice principles for voluntary sector organisations.


14. What Is a Complaint?

A complaint is any expression of dissatisfaction about:

  • the standard of service provided;

  • •       the behaviour of a member of staff or volunteer;

  • •       delays or failures in communication;

  • •       discrimination or unfair treatment;

  • •       concerns about privacy or confidentiality;

  • •       safeguarding concerns; or

  • •       any action, decision, or omission by the organisation.

  • Complaints about data protection matters may also be made directly to the ICO (see Part A).


15. Who Can Make a Complaint?

Any person who has received services from, worked with, donated to, or otherwise engaged with Happy Baby Community may make a complaint. This includes clients, volunteers, staff members, partner organisations, and members of the public.

We recognise that many of the people we support may face additional barriers to making a complaint, including language, literacy, or digital access. We are committed to making our complaints process as accessible as possible and can provide support to anyone who needs assistance in making a complaint.


16. How to Make a Complaint

Complaints can be made:

  • in person, to any member of staff;

  • by telephone: 07394 609388;

  • by email: hello@happybabycommunity.org.uk;

  • in writing, addressed to the Happy Baby Community Co-Directors at 11 Sancroft Street, London SE11 5UG; or

  • through a trusted advocate or supporter acting on your behalf.

If your complaint relates to a specific member of staff and you would prefer to speak with someone else, please say so and we will make appropriate arrangements.

17. Informal Resolution

Where appropriate, we encourage concerns to be raised informally in the first instance with the member of staff involved or their team coordinator. Many concerns can be resolved quickly and sensitively through direct conversation, without the need for a formal process.

If an issue cannot be resolved informally, or if you would prefer to raise it formally, a formal complaint may be made at any time.

18. Formal Complaints Procedure

Our formal complaints procedure has three stages. At each stage we aim to respond promptly, fairly, and transparently.

19. Confidentiality

All complaints will be handled sensitively and with appropriate confidentiality. Information about a complaint will only be shared with those directly involved in investigating and resolving it. Records of complaints are held securely in line with our data protection obligations and retained in accordance with our data retention policy.

20. Safeguarding Concerns

Any complaint that involves the safety or wellbeing of a child or vulnerable adult will be treated as a safeguarding matter and may be referred to the relevant statutory authorities, regardless of the wishes of the complainant. This is in line with our Safeguarding Policy and our obligations under the Children Act 1989, the Care Act 2014, and statutory guidance including ‘Working Together to Safeguard Children’ (2023).

The Charity Commission must also be notified of any serious incident that involves a safeguarding concern, in line with our legal reporting obligations as a registered charity.

21. External Reporting

If you remain dissatisfied after completing our internal complaints process, or if you feel your complaint has not been adequately addressed, you may seek independent advice or contact an appropriate external body:

22. Learning From Complaints

We record and monitor all complaints to identify trends, themes, and opportunities to improve our services. An anonymised summary of complaints received will be reported to the Board of Trustees at least annually. Where a complaint leads to a change in practice or policy, we will communicate this to those affected.

23. Version Control and Review

 

Next review date: June 2027