Privacy and complaints information

Privacy information

Who we are

Devon and Cornwall Food Action is a registered charity (no. 1155313). We are responsible for how your personal information is used.

What information we collect

• People receiving support: name, contact details, what you have ordered, household details and referral information.
• Volunteers and trustees: contact details, emergency contacts, and training and sign-in records.
• Donors and supporters: contact details and donation records.
• Website users: information you give us in forms or emails.
• Photos, videos and stories: only with your written consent.

Why we use your information

• To provide food and support services.
• To understand and respond to need.
• To manage volunteers and operations.
• To meet safeguarding and legal requirements.
• To keep in touch about our work. You can opt out at any time.

Our legal reasons

We use your information lawfully under UK GDPR, based on:

• Legitimate interests (running the charity).
• Legal obligations (for example, safeguarding).
• Consent (where it is needed).
• Protecting life (for example, in a medical emergency).

Sensitive information

We may collect limited sensitive information, such as health information from volunteers or details about hardship or vulnerability. We only use it for the reason you gave it, and we handle it with extra care. We only collect health information with your consent.

Sharing information

We only share information where necessary. For example, with partner organisations supporting your needs, with the online services we use to store information (such as Microsoft 365), or where the law requires it.

Our Pop-Ups in Newton Abbot and Okehampton are run with the Rotary Club, who take the bookings. They tell us only how many bundles are ordered, so we do not receive your details.

We do not sell data.

How long we keep it

We keep information only as long as we need it to provide services or meet legal requirements. For example, we keep most volunteer records for 3 years and safeguarding records for 7 years. Then we delete or destroy it securely.

Your rights

• See the information we hold about you.
• Correct anything that is wrong.
• Ask us to delete it, where appropriate.
• Object to how we use it.
• Ask us to limit how we use it, or to give you a copy you can reuse.
• Withdraw your consent at any time.

To use any of these rights, email info@dcfa.org.uk and put “Data Protection” in the subject line. We will reply within one calendar month.

Complaints and concerns

How to make a complaint

If you are unhappy with our service, or have concerns about how we use your information:

• Email: info@dcfa.org.uk (put “Complaint” or “Data Protection Complaint” in the subject line)
• Phone: 01752 242114
• Write to: the address under “Contact us” below
• Or speak to a volunteer

What happens next

• We acknowledge your complaint within 5 working days.
• We investigate the issue.
• We respond within 30 days wherever possible.

If you are not satisfied

If you are unhappy with our reply about our service, you can ask for it to be looked at again by a trustee who was not involved.

If your concern is about your personal information, you can contact the Information Commissioner’s Office (ICO): ico.org.uk/make-a-complaint or 0303 123 1113.

Worried about someone’s safety?

That is not a complaint, so please tell us straight away. If someone is in danger, call 999. To raise a safeguarding concern with us, email info@dcfa.org.uk and put “Safeguarding” in the subject line.

Learning from complaints

We use feedback to improve our services and train volunteers.

Contact us

Last updated: October 2026