Capable Creatures Privacy and Cookies Policy

Capable Creatures (CC) want everyone who comes to us for support or who supports us, to feel confident and comfortable with how any personal information, you share with us, will be looked after and used. This Privacy Policy sets out how we collect, use and store your personal information (this means any information that identifies or could identify you).

From time to time, CC may make changes to this Privacy Policy, especially if there are changes in the law, so please remember to check back from time to time. This is version was last updated on the 24th March 2018.

We are strongly committed to protecting and keeping your personal data secure and take reasonable and appropriate steps to protect your personal information from unauthorised access, loss, misuse, alteration or corruption. Any information that you give will be held in accordance with the Data Protection Act 1998 and the new data protection legislation introduced under the General Data Protection Regulation (GDPR) and Data Protection Bill.

By submitting your data to CC, you are accepting this privacy policy and authorise us to collect, store and process your information in the ways explained.  

Who we are

Capable Creatures is a User-Led, Non-Profit Organisation, based in Southampton, set up by people with Mental Health Conditions to Empower and Enable people with Mental Health Conditions to live fulfilling lives, able to access and participate in everyday normal activities, through peer support and the use of dogs. We are also committed to helping break down the stigma and discrimination, often felt by people with Mental Health Conditions.

We are registered as a small charity with the HMRC under the registration number EW23552.

If you have questions about our privacy policy or would like to change how we contact you, you can email us at cThis email address is being protected from spambots. You need JavaScript enabled to view it.">This email address is being protected from spambots. You need JavaScript enabled to view it. and we will be happy to help.

Your personal information

Within this policy, we set out how we collect, store and use your personal data.

What is personal data

“Personal data” is any information that may be used to identify you, such as your name, telephone number, postal and email addresses, your bank details if you are an employee or donor, supporting us financially.

The information we collect, how and why we collect it

When you interact with us directly: This could be if you ask us about our activities, tell us your views or give us feedback, enquire or apply to us to train your dog as your Guides for the Mind Assistance Dog or enquire or come along to our Peer Support Health Dog Walks, an event or activity, make a donation to us, ask a question about our services, purchase something from us, apply for a job or volunteering opportunity, work for or volunteer for us or otherwise provide us with your personal information. This includes when you phone us, visit our website, or get in touch through the post, email or in person.

When you interact with us through third parties: This could be if you provide a donation through a third party such as BT MyDonate or one of the other third parties that we work with and provide your consent for your personal information to be shared with us.

When you visit our website: We gather general information, which might include which pages you visit most often and which services, events or information is of most interest to you. We may also track which pages you visit when you click on links in emails from us. We also use "cookies" to help our site run effectively. There are more details below – see 'Cookies'. Wherever possible, we use anonymous information, which does not identify individual visitors to our website.

We will only collect, use and otherwise handle your personal data:

  • Where you have consented to this for specified, explicit and legitimate purposes
  • Where this is necessary to fulfil legal obligations that apply to us
  • Where it is necessary for our legitimate interests relating to running our daily operations, as long as, in each case, these interests are in line with applicable law and your legal rights and freedoms.

Why we need your information and how we use it

We collect your information because we need it to help us support you with our services, keep in touch with you, offer you communications that are relevant to you and comply with the law.

The information we collect may be used and stored for the following reasons:

  • To carry out our day-to-day work
  • To provide you with the services or information you requested
  • To update you with important administrative messages about your donation, an event or services or goods you have requested.
  • To process your donations or other payments, to claim Gift Aid on your donations and verify any financial transactions.
  • To comply with the Charities (Protection and Social Investment) Act 2016 and follow the recommendations of the official regulator of charities, the Charity Commission, which require us to identify and verify the identity of supporters who make major gifts so we can assess any risks associated with accepting their donations.
  • To keep a record of your relationship with us.
  • To monitor and report on the progress of our funded projects
  • To assess and improve the quality of our services
  • To comply with the law regarding data sharing
  • To keep a record of any communications between you and us, for example emails and phone calls.
  • Where you volunteer with us, to administer the volunteering arrangement.
  • Where you work with us, to administer employment arrangements
  • to send you our newsletter where you have requested it
  • to respond to any queries you may have

This may include any personal information that you choose to share with us, but we will treat this as confidential and protect it accordingly. If you choose not provide this information, we will not be able to process your donation, sign you up for a particular event or provide goods and services you have requested.

We may also use your personal information:

  • To contact you about our work and news, to tell you about our future Peer Support Health Dog Walks, Guides for the Mind Assistance Dog Programme, other activities and services and about getting involved and supporting Capable Creatures, for example through emails
  • To invite you to participate in surveys or research

where you have give your consent or there is a legitimate interest relating to running our daily operations, as long as, in each case, these interests are in line with applicable law and your legal rights and freedoms. You can withdraw your consent or opt out of receiving such information at any time by telling us.

Sensitive Personal Information

If you share your personal experience or the experiences of a friend or relative, we may also collect this health information. If you provide us with any Sensitive Personal Information by telephone, email, in an application form or by other means, we will treat that information with extra care and confidentiality and always in accordance with this Privacy Policy and our Confidentiality & Data Protection Policy. 

You can of course decide if you want to remain anonymous, if you are happy to share your personal details with staff members or if you would like us to share your story with the media or other parties as part of our work telling people’s personal stories about mental health.

A special note about the Sensitive Personal Information we hold   

Data Protection Law recognises that some categories of personal information are more sensitive. Sensitive Personal Information can include information about a person’s health, race, ethnic origin, political opinions, sex life, sexual orientation or religious beliefs.

If you contact Capable Creatures by phone, email, application form or in other more general communications you may choose or need to provide details of a sensitive nature.


We will only use this sensitive personal information:

For the purposes of dealing with your enquiry, providing you with the support and services you require for training and quality monitoring or evaluating the services we provide.

We will not pass on your details to anyone else without your express permission except in exceptional circumstances. Examples of this might include anyone reporting serious self-harm or posing a threat to themselves or others or children, anyone contacting us and sharing serious issues such as physical abuse or exploitation.

Where you have given us your express consent or otherwise clearly indicated to us that you are happy for us to share your story, then we may publish it on our website, social media, newsletter or other media. 

We process all personal data in accordance with the Data Protection Acts of 1984 and 1998, the General Data Protection Regulation (GDPR) of May 2018 and any other applicable legislation (referred to as the ‘data protection legislation’). We adhere to the principles and articles of data protection as set out in the Data Protection Act 1998 and GDPR 2018 and observe the conditions relating to the fair and lawful processing of personal data

Information about our own staff, volunteers and people applying to work or volunteer with us

We need to process personal data about our own staff, volunteers and people applying to work or volunteer for us so that we can carry out our role and meet our legal and contractual responsibilities as an employer.

The personal data that we process may include information about racial or ethnic origin, religion, disability, gender and sexuality. We use this information to check we are promoting and ensuring diversity in our workforce and to make sure we are complying with equalities legislation. Our employees and volunteers decide whether or not to share this monitoring data with us, and can choose to withdraw their consent for this at any time. Employees who wish to withdraw their consent for us to process this data can let us know.

Other personal data that we are required to process includes information on qualifications and experience, pay and performance, contact details and bank details.

We check that people who work or volunteer for us are fit and suitable for their roles. This may include asking people to undertake Disclosure and Barring Service (DBS) checks.

We have a legal obligation to comply with the Freedom of Information Act 2000 and this may include the requirement to disclose some information about our employees or volunteers – especially those in senior or public facing roles. We also publish some information about our staff, including the names and work contact details of people in some roles.

How we keep your information safe

Capable Creatures take looking after your information very seriously. We keep information about you on computer systems and, sometimes, also on paper. We've implemented appropriate physical, technical, security and organisational measures to protect the personal information we have under our control, both on and off-line, from improper access, use, alteration, destruction and loss. Those processing your information will do so only in an authorised manner and are subject to a duty of confidentiality. We limit access to your personal information to those who have a genuine business need to know it.

Our website and social media may contain links that direct you to other third party websites that are not affiliated with us. While we try to link only to third party websites that share our high standards and respect for privacy, we are not responsible for the websites, content, materials, products, services or the privacy practices employed by other websites. Please be aware that websites that have links on our site may collect personally identifiable information about you should you click on them. This privacy statement does not cover the information practices of those websites. We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party’s policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.

We also have procedures in place to deal with any suspected data misuse or security breach. We will notify you and any applicable regulator of a suspected data security breach where we are legally required to do so.

How long do we keep your information

In accordance with the GDPR, Capable Creatures does not store personal data indefinitely. We only keep personal information for as long as is reasonable and necessary for the relevant activity, which may be to fulfil statutory obligations (for example, the collection of Gift Aid), after which, it is safely destroyed.

How we share your information

The personal information we collect about you will, mostly, be used by our staff and volunteers, so that they can support you and perform tasks that we are legally obliged to. We will treat your information sensitively and confidentially and will not share your information with anyone, unless specifically agreed with you, and/or it is necessary to share it with our trusted partners, suppliers and carefully selected companies so we can provide you with the information, support or service you requested. Should we need to share your information with trusted partners or suppliers to provide you with the service you request, we will only share the information that they require to deliver this service and the processing of this information is always carried out under our instruction and not allowed to be used for any other purpose. We will never sell, rent or share your personal information with third party organisations for them to use and/or contact you for their marketing or fundraising activities. Nor will we sell any information about your web browsing activities.

Some examples of where we may share your information is with our partners that help provide you with our Guides for the Mind Assistance Dog Training Programme and when claiming Gift Aid from HMRC on your donations if you have asked that we do so. These service providers are also required to comply with Data Protection Laws and ensure that they have appropriate controls in place to secure your information.

Legal Disclosure

We may disclose your information if required to do so by law (for example, to comply with applicable laws, regulations and codes of practice or in response to a valid request from a competent authority); or, in order to enforce our conditions of sale and other agreements.

Legal basis for using your information

In some cases, we will only use your personal information where we have your consent (e.g. send you our newsletter) or because we need to use it in order to fulfil a contract with you (for example, because you have applied to our Guides for the Mind Assistance Dog Programme). 

However, there are other lawful reasons that allow us to process your personal information and one of those is called 'legitimate interests'. This means that the reason that we are processing information is because there is a legitimate interest for Capable Creatures to process your information to help us to achieve our vision of ensuring that everyone experiencing a Mental Health Condition gets both support and respect. Whenever we process your Personal Information under the ‘legitimate interest' lawful basis we make sure that we take into account your rights and interests and will not process your personal information if we feel that there is an imbalance.

Some examples of where we have a legitimate interest to process your Personal information include - where we contact you about our services, use your personal information for data analytics, conducting research to better understand who our supporters are, improving our services, for our legal purposes (for example, dealing with complaints and gift aid claims), or for complying with guidance from the Charity Commission.

Non-personal information

We also collect some non-personal information from you, for example when you visit our website. We record things like your IP (internet protocol) address – the unique number of the device you are using to access our website, which pages you visit (on our website only), when they were visited, and the type of device you were using. This information helps us create a better experience for everyone who uses our website.

Examples of the type of information that can be collected using your IP address include the type and version of your browser, and the location from which you are accessing our site. This helps us improve how our page templates appear and change content to make it relevant to our website visitors.

Cookies and our Website

A cookie is a small file that is placed on your computer by a website when you visit it and that your browser provides to the website each time you return to that website. This website uses cookies to work more effectively, to help identify and track visitors, their usage of the website, and their website access preferences. A cookie, by itself, can't be used to identify you. 

If you do not wish to have cookies placed on your computer, you should set your browser to refuse cookies before using the website, with the drawback that certain features of the website may not function properly without the aid of cookies.

You can restrict or block the cookies, which we set, through your browser settings. The ‘Help’ function in your browser should tell you how. You may also like to visit which contains comprehensive information on how to do this on a wide variety of browsers. Please be aware that if you choose to restrict or refuse cookies it may impact upon the functionality of our website.

We embed videos on our site using Youtube, which sets cookies on your computer once you click on the video player. To find out more about Youtube’s cookies please visit their privacy policy.

Your rights

The GDPR sets out rights for individuals about the use of their personal information.

You have the right to:

  • Be informed about the collection and use of your data. The GDPR requires that we are transparent about why we are collecting your data and what we are using it for.
  • Access your information at any time. You can request to see any data we hold on you, and we must provide that information within a month of receiving your request.
  • Correct your information. The ‘right to rectification’ means you can have any personal data we hold about you changed if it is inaccurate or incomplete.
  • Have your personal information removed. You can request for us to delete your personal information under the ‘right to be forgotten.’
  • Restrict the processing of your personal information. This means you can request that we do not use the information we hold about you.
  • Ask for a copy of your personal data. This allows individuals to obtain and reuse their personal data for their own purposes across different services.
  • Object to the processing of your personal data. This includes the right to stop your data being used for direct marketing.
  • Object to the use of automated decision-making and profiling. This includes making a decision solely by automated means without any human involvement, and automated processing of personal data to evaluate certain things about an individual.
  • Where you have provided consent to be contacted or to receive a service, you will be entitled to withdraw that consent at any time.

If you wish to exercise any of these rights or make a complaint, you can do so by contacting This email address is being protected from spambots. You need JavaScript enabled to view it.">This email address is being protected from spambots. You need JavaScript enabled to view it.

Correcting or Deleting your Personal Data

If you know that we are holding your personal data and believe that it may be wrong, or if you want it to be deleted or for us to stop using it, you have a right to request that it can be deleted or amended.

Please make your objection in writing to This email address is being protected from spambots. You need JavaScript enabled to view it.


Your communications with our teams (including by telephone or email) may be monitored and/or recorded for training, quality control and compliance purposes to ensure that we continuously improve our customer service standards.

How to contact us

You can contact us using the details below if you:

  • Would like to access, correct, amend or delete any of personal information we have about you
  • Would like us to change the way we contact you
  • Have any queries or concerns as to how your data is processed
  • Have any questions about this privacy policy or the information we hold about you

Contact Details: This email address is being protected from spambots. You need JavaScript enabled to view it.">This email address is being protected from spambots. You need JavaScript enabled to view it.

How to complain

If you would like to register a complaint about the use of your personal data you can contact us at This email address is being protected from spambots. You need JavaScript enabled to view it.">This email address is being protected from spambots. You need JavaScript enabled to view it. and we hope that we can resolve any query or concern you raise.

If you have a concern about the way Capable Creatures is collecting or using your personal data and feel that we have not met our responsibilities under data protection legislation, and/or you are not satisfied with how we handled your complaint regarding this use, the General Data Protection Regulation also gives you right to lodge a complaint and request an independent assessment with a supervisory authority. That supervisory authority in the UK is the Information Commissioner’s Office (ICO) who may be contacted at or telephone 0303 123 1113, Monday-Friday 9am-5pm.

Changes to this Policy

We may make changes to this Privacy Policy from time to time. If we make any changes to the way we use your personal information we will make this clear on our website or by contacting you directly.