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Collection and use of personal information

We only collect and record personal information provided directly to us, by individuals or their representatives, that is necessary for us to perform our functions or activities.

Personal information may be collected in the following situations:

  • when you contact us using the contact us form
  • when you use our online systems, such as completing a form electronically or making an online payment.


In order to improve our sites, we use cookies to track a user’s visit. A cookie is a small piece of data sent from a website and stored on the user's computer by the user's web browser to identify them as a visitor to that website. The cookie is recognised by the website each time the user visits. This information does not identify the user personally. Cookies are used in a variety of ways, for example to record when a user visited a particular section of our website, to establish what version of browsing software they are using, or to ensure online applications and transactions do not require a user to re-enter information when they move between web pages.

In this way, cookies can improve a website's operation and make the experience more efficient and personalised for each user. Importantly, in depositing information on a user's computer and referring to it later, whether in the same session or on a subsequent visit, there is no need to identify the user or record any personal information.

Generally, it is recommended that users set their browser to identify the presence of cookies, which also provides the option of accepting or rejecting them. Some parts of a website may not function fully if a user rejects cookies.

Google Analytics

We use Google Analytics to gather information about visitors to our sites to help improve our digital services. Google Analytics uses first-party cookies and JavaScript code to collect this information. It anonymously tracks how our visitors interact with our sites, including where they came from and what they did on the site, including such things as newsletter registration.

Non-personal data is collected for statistical purposes and includes:

  • server addresses, ISP and top-level domain names
  • the time, date and duration of site visits
  • the pages accessed
  • any documents that were downloaded
  • the type of browser used, screen size and operating system
  • the type of device you are using
  • approximate geolocation
  • the address of the last site you visited.

You can read Google Analytics Privacy Policy. You can opt out of Google Analytics if you disable or refuse the cookie, disable JavaScript, or use the opt-out service provided by Google.


We use InMoment, a third-party software-as-a-service supplier, to administer online feedback surveys. These surveys use functional cookies to maintain anonymised user sessions by the server. InMoment uses cookies to make sure you don’t see the same survey repeatedly. These cookies are not linked to any personal information and are not capable of identifying you. You can only be identified via a survey if you voluntarily provide your name and contact details. For more information, see InMoment’s Privacy Policy.

Survey Monkey

We use Survey Monkey, a third-party software supplier, to administer online surveys. These surveys use third-party cookies. The information collected by the cookies is not capable of identifying you and is only used to ensure our surveys run effectively. We only use this information for statistical and maintenance purposes. You can only be identified via an online survey if you voluntarily provide your name and contact details if there is that option within the survey. For more information, see Survey Monkey's Privacy Policy.

Genesys Cloud (Chatbot and Live chat)

We use Genesys Cloud, a third-party software supplier, to administer chatbot and live chat in some parts of our website. Genesys Cloud uses third-party cookies. The information collected by the cookies is only used to ensure chatbot and live chat runs effectively. We only use this information for statistical and maintenance purposes. For more information, read about Genesys Cloud’s cookies.

When you use the internet, you are assigned an Internet Protocol (IP) address which is assigned to you by your Internet Service Provider. A record of your IP address will be stored against your chat session solely for the purpose of mitigating potential cyber-security risk. You can only be identified via an exchange with chatbot or live chat if you voluntarily provide your name or personal information. You are strongly encouraged to use the chatbot or live chat anonymously. For more information, see Genesys Cloud’s Privacy Policy.

Email addresses

If you subscribe to one of our opt-in mailing lists we only use your email address for the purpose for which you have provided it. We do not add it to a mailing list unless you request that this be done.

Links to external websites

Our website contains links to other websites operated by third parties. We are not responsible for the content and privacy practices of other websites. We encourage you to examine each website’s privacy policy. 

Security online

Ensuring your browser is current with the latest patches applied will protect your confidential information. Failing to do this may compromise the security of your information, including credit card details, and result in you being unable to make payments through our online systems.

We have policies and procedures in place to protect personal information that we have under our control. However, you should be aware that there are inherent risks associated with transmitting information via the internet.

While we strive to protect information, we cannot ensure or warrant the security of any information transmitted to us online and individuals do so at their own risk. Once any personal information comes into our possession, we take reasonable steps to protect that information from misuse or loss and from unauthorised access, modification or disclosure.

If you do not want to use the internet, we provide alternative ways of obtaining and providing information, such as by phone and mail. In some circumstances, our security guidelines may also require us to send information to you by non-electronic means.

Last modified: 7 March 2024
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