On the 25th May 2018, your rights in relation to your personal data changed, with the General Data Protection Regulation (GDPR) and the Data Protection Act 2018 coming into force.

Unlock is committed to protecting your personal data when you are using our services and the purpose of this statement is to explain how and why we process your data, when you contact our helpline.

This Privacy Policy explains the following:

  • what information our helpline collects about you;
  • how our helpline will use the information we collect about you;
  • whether our helpline will disclose your details to anyone else;
  • your choices regarding the personal information you provide to us.

By contacting the Unlock helpline or using our websites, you consent to the data practices described in this statement.

What information will we collect?

When you contact our helpline (by telephone, email or WhatsApp), complete an online web form or create an account using one of our online registration systems (for example to join theForum), we may receive information about you which is personally identifiable. Depending on the activity, this can include your:

  • name;
  • address;
  • date of birth;
  • telephone number;
  • email address;
  • other contact details;
  • criminal record information; and
  • other information which may allow you to be personally identified.

By submitting your details, you will enable our helpline to provide you with the services, activities or online content you require.

We will only request your information where it is necessary to carry out a particular function. You are under no obligation to provide us with your information, but this may limit our ability to help where certain information is needed to provide you with accurate information, advice and support.

How will we use your data?

We will use your personal information for a number of purposes including the following:

  • processing and dealing with any enquiries including requests for information, advice, guidance, advocacy or other support;
  • monitoring, developing and improving the support that we provide;
  • monitoring and investigating any suspected breach of the website terms of use, forum rules or any suspected unlawful activity.

Unless it falls within the above, we will always seek your explicit consent before using your data in a way that personally identifies you.

Who do we share your information with?

We may share your data with third parties outside of our helpline in the following circumstances:

  • where you (or the person to whom the data relates) gives consent;
  • where the data is already available to the public from other sources;
  • where the data is in the form of a summary or collection of data so framed that it is not possible to ascertain from it information relating to any particular person;
  • when there appears to be a serious risk of harm to you, for example a threatened suicide;
  • to protect others (for example information about possible child abuse will be disclosed to the appropriate agency);
  • to prevent a serious criminal act where others may  be endangered (for example an act of terrorism).

Other than as set out above, we will not:

  • provide your data to any third party without your explicit prior consent;
  • pass your data to third parties for marketing purposes without your consent;
  • share your data with any government department or agency without your consent.

How long will we keep your data?

We will only keep your data for as long as is necessary for the purposes(s) for which it was provided. Unless you ask us to delete it beforehand, we have a policy of removing data from our helpline case management system after 6 years.

Anonymising data

With the personal data that you have provided, we may anonymise information that you have provided so that we can use it in a way that does not personally identify you, to support the aims, objectives or activities of the organisation. For example, we may use your case (but remove any personal information), when compiling a case study to evidence the discrimination that people with criminal records face in a particular area.

Requesting a copy of the data held about you

You have the right to request a copy of any information that we hold about you at any time (often known as “subject access”), and also to have that information corrected if it is inaccurate. Although we have up to 30 days to supply this information, we will try our best to provide it sooner than this.

Formal requests under the Data Protection Act need to be sent in writing either by post or email. To ask for your information, you can either email or write to Unlock, Maidstone Community Support Centre, 39-48 Marsham Street, Maidstone, Kent ME14 1HH.

To respond to a request, we require the following information:

  • Your full name
  • Address (including postcode)
  • Telephone number
  • Email address (if available)
  • A description of the data that you are requesting, any additional information which will enable us to locate it
  • Evidence of your identity (e.g. a copy of your passport, driving licence – please do not send originals)
  • How you would like to receive the information (either by email or by post)
  • If a third party is acting on your behalf, proof of the third party’s identity and your authority to disclose your information to them must also be provided in writing.

Your right to withdraw consent

Whenever you have given us your consent to use your personal data, you have the right to change your mind at any time and withdraw that consent.

You can withdraw consent in various ways, depending on what you are withdrawing consent from. If you would like to withdraw consent completely, please provide details by email to

Changes to this policy

This policy may change from time to time. In this case, the amended version will be published on this site.

In addition to this policy, we have a confidentiality policy and our general privacy policy.

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