Privacy Policy

This privacy notice tells you what to expect when Oxford Head Injury Services collects personal information. It applies to information we collect about:

  • Visitors to our websites;
  • Complainants and other individuals in relation to a data protection or freedom of information complaint or enquiry;
  • People who use our services;
  • People who support us through grant giving, donation and fundraising activities;
  • Job applicants and our current and former employees.

Visitors to our websites

When someone visits we use a third-party service, Google Analytics, to collect standard internet log information and details of visitor behaviour patterns. We do this to find out things such as the number of visitors to the various parts of the site. This information is only processed in a way which does not identify anyone. We do not make, and do not allow Google to make, any attempt to find out the identities of those visiting our website. If we do want to collect personally identifiable information through our website, we will be up front about this. We will make it clear when we collect personal information and will explain what we intend to do with it.

People who contact us via social media

We manage our own social media interactions.

If you send us a private or direct message via social media, it will not be shared with any other organisations.

People who call us

When you call Oxford Head Injury Services, we will only record information necessary to provide you with the support you require, and should this information require the recording of personal or sensitive data, we will request your permission to do so. We will only use this information for the purpose of providing you with the support you require. This information will not be shared with any other parties, unless your consent has been given or it is related to a safeguarding issue (where upon we will discuss this with you prior to taking action).

People who email us

We will monitor any emails sent to us, including file attachments, for viruses or malicious software. Please be aware that you have a responsibility to ensure that any email you send is within the bounds of the law.

When we receive a request for information or support, we will need to pass this information to the relevant staff member within our organisation. This information will not be shared with any external organisations without your prior consent.

Where a person is in receipt of our support and at the same time is in receipt of statutory support (Social Care or Healthcare) it may be necessary to share information and/or discuss your case on your behalf. We will not do this without your consent and will do so using a secure email system to ensure your data is securely shared and only visible to those nominated officers dealing with your case.

People who make a complaint to us

When we receive a complaint from a person, we make up a file containing the details of the complaint. This normally contains the identity of the complainant and any other individuals involved in the complaint.

We will only use the personal information we collect to process the complaint and to check on the level of service we provide. To satisfy contracts and/or grant conditions, we may compile and report statistics showing information like the number of complaints we receive, but not in a form which identifies anyone.

On occasions, we must disclose the complainant’s identity to whoever the complaint is about. This is inevitable where, for example, the accuracy of a person’s record is in dispute. If a complainant doesn’t want information identifying him or her to be disclosed, we will try to respect that. However, it may not be possible to handle a complaint on an anonymous basis.

We will keep personal information contained in complaint files in line with our retention policy. This means that information relating to a complaint will be retained for two years from closure. It will be retained in a secure environment and access to it will be restricted according to the ‘need to know’ principle.

Similarly, where enquiries are submitted to us, we will only use the information supplied to us to deal with the enquiry and any subsequent issues, and to check on the level of service we provide.

People who use Oxford Head Injury Services

Oxford Head Injury Services offers various services to the public. We hold details of people who have requested to use our service in order to provide it. However, we only use these details to provide the service the person has requested and for other closely related purposes. For example, we may use information about people who have been in receipt of our services to carry out a survey to find out if they are happy with the level of service they received. Clients can cancel their contract at any time and are given an easy way of doing this.

Job applicants, current and former Oxford Head Injury Services employees and Volunteers

Oxford Head Injury Services is the data controller for the information you provide during the process unless otherwise stated. If you have any queries about the process or how we handle your information, please contact us at

What will we do with the information you provide to us?

The information you provide during the process will only be used for the purpose of progressing your application, or to fulfil legal or regulatory requirements where necessary.

We do not share any information you provide during the recruitment process with any third parties for marketing purposes or store any of your information outside of the European Economic Area. The information you provide will be held securely by us and/or our data processors whether the information is in electronic or physical format.