CW+ is committed to protecting the privacy of our staff and the individuals we encounter in conducting our business. ‘Personal Information’ is information that identifies and relates to you or other individuals (such as your dependants). This Privacy Policy describes how we handle Personal Information that we collect both through this website (the ‘Site’) and through other means (for example, from your application and claim forms, telephone calls, emails and other communications with us, as well as other third parties involved in our business dealings with you).

We collect and use your Personal Information in accordance with our Privacy Policy, which includes details about our use of cookies.

1. Who to contact about your Personal Information

If you have any questions about our use of your Personal Information you can email or write to CW+, 4 Verney House, 1B Hollywood Road, London, SW10 9HS.

2. Personal Information that we collect

Depending on your relationship with us, Personal Information collected about you and your dependants may include:

  • General identification and contact information
    Your name; address; email and telephone details; and gender.
  • Financial information and account details
    Payment card number; bank account number and account details; and other financial information.
  • Marketing preferences and customer feedback
    You may let us know your marketing preferences, enter a contest or prize draw or other sales promotion, or respond to a voluntary customer satisfaction survey.
  • IP and web browser details
    IP address; web browser type and version; operating system; a list of URLs starting with a referring site, your activity on the site, and the site you exit to.
  • Photographic and video images
    Further details on how we collect and store image-based data is available in Section 4 below.

3. How we use Personal Information

We use this Personal Information to:

  • Communicate with you and others as part of our charitable work.
  • Send you important information regarding changes to our policies, other terms and conditions, the site and other administrative information.
  • Provide improved quality, training and security (for example, with respect to recorded or monitored phone calls to our contact numbers).
  • Carry out market research and analysis, including satisfaction surveys.
    Provide marketing information to you (including information about other products and services offered by selected third-party partners) in accordance with preferences you have expressed.
  • Personalise your experience on the site by presenting information and advertisements tailored to you.
  • Identify you to anyone to whom you send messages through the site.
  • Allow you to participate in contests, prize draws and similar promotions, and to administer these activities. Some of these activities have additional terms and conditions, which could contain additional information about how we use and disclose your Personal Information, so we suggest that you read these carefully.
  • Establish and defend legal rights; protect our operations or those of any of our group companies or partners, our rights, privacy, safety or property, and/or that of our group companies, you or others; and pursue available remedies or limit our damages.
  • From time to time we might use your data for profiling, targeting and research purposes to ensure our communications to you are as appropriate and cost effective as possible. We only allow authorised agents who work on our behalf to access your personal data.

Read about how we care for your data in Philanthropy at CW+.

4. Filming and photography

Photography and filming may take place in the following situations:

  • CW+ and or Chelsea and Westminster NHS Hospital Trust (‘the Trust’) events.
  • Commissioned and/or in-house film shoots for publications and digital content.

 How will I be informed of photo and video collection?

 You will be informed in one or more of the following ways:

  • Patients, visitors and members of the public may be required to sign a consent/release form in advance of or during their visit. (Any photography involving children is classified as special category information under the GDPR, meaning that explicit written parental/carer consent is always required.)
  • When individuals attend CW+/the Trust events they are informed in writing (where appropriate/possible) that photography will take place and the intended use of the images.
  • A statement is included in publicity material (where appropriate/possible) explaining that photography will be taking place at an event.
  • A notice is displayed at the venue (where appropriate/possible) explaining that photography or filming will be taking place.

How will photographs or video of me be used and stored?

We store and process video footage and/or photographs for the following purposes:

  • Promotional purposes, including use in printed materials and on digital channels.
  • Use by selected third parties for promotional purposes. (‘Promotional purposes’ include but are not limited to marketing, media coverage and fundraising.)
  • Archive and educational purposes.
  • Internal communications and/or visual materials on display within hospital sites.

Where photographic and video images are captured by external photographers/videographers and they retain the copyright in those images, they are required to sign a Memorandum of Understanding to confirm that the way in which they store and process images is GDPR compliant.

Video footage and/or photographs will be held in perpetuity as part of CW+/the Trust’s historic archive.

5. Sharing of Personal Information

CW+ may make Personal Information available to:

  • Our service providers
    External third-party service providers, such as medical professionals, accountants, actuaries, auditors, experts, lawyers and other outside professional advisors; IT systems, support and hosting service providers; printing, advertising, marketing and market research and analysis service providers; banks and financial institutions that service our accounts; document and records management providers; and outsourced service providers that assist us in carrying out business activities.
  • Other third parties
    CW+ may, from time to time, employ the services of other parties for dealing with matters that may include, but are not limited to, payment processing, delivery of purchased items, search engine facilities, advertising and marketing. The providers of such services [do not] have access to certain personal data provided by users of this website.
  • Chelsea and Westminster Hospital NHS Foundation Trust and its associated charities: Friends of Chelsea and Westminster Hospital, MediCinema and the Mulberry Centre. We may do this when planning our charitable activities.

[Any Data used by such parties is used only to the extent required by them to perform the services that CW+ requests. Any use for other purposes is strictly prohibited. Furthermore, any data that is processed by third parties shall be processed within the terms of this policy and in accordance with the Data Protection Act 1998.]

Personal Information may also be shared by you, on message boards, chat, profile pages and blogs, and other services on the site to which you are able to post information and materials. Please note that any information you post or disclose through these services will become public information, and may be available to visitors to the site and to the general public. We urge you to be very careful when deciding to disclose your Personal Information, or any other information, on the site.

6. Security

CW+ will take appropriate technical, physical, legal and organisational measures, which are consistent with applicable privacy and data security laws. Unfortunately, no data transmission over the internet or data storage system can be guaranteed to be 100% secure. If you have reason to believe that your interaction with us is no longer secure (for example, if you feel that the security of any Personal Information you might have with us has been compromised), please notify us immediately. (See the ‘Who to Contact About Your Personal Information’ section above.)

When CW+ provides Personal Information to a service provider, the service provider will be selected carefully and required to use appropriate measures to protect the confidentiality and security of the Personal Information.

7. Retention of Personal Information

CW+ takes reasonable steps to ensure that the Personal Information we process is reliable for its intended use, and as accurate and complete as is necessary to carry out the purposes described in this Privacy Policy. CW+ will retain Personal Information for the period necessary to fulfill the purposes outlined in this Privacy Policy unless a longer retention period is required or permitted by law.

8. Personal Information of other individuals

If you provide Personal Information to CW+ regarding other individuals, you agree: (a) to inform the individual about the content of this Privacy Policy; and (b) to obtain any legally required consent for the collection, use, disclosure, and transfer (including cross-border transfer) of Personal Information about the individual in accordance with this Privacy Policy.

9. Marketing preferences

We will provide you with regular opportunities to tell us your marketing preferences, including in our communications to you. To tell us your marketing preferences and to opt out, you can also contact us by email at: or by writing to: CW+, 4 Verney House, 1B Hollywood Road, London, SW10 9HS.

  • Receiving email messages and text messages from us: If you no longer want to receive marketing-related emails or text messages from CW+ on an ongoing basis, you may opt out of receiving these marketing-related messages by clicking on the link to ‘unsubscribe’ provided in each message or by contacting us at the above addresses.
  • Receiving telephone communications and postal mail from us: If you no longer want to receive mobile messages, telephone communications or postal mail from CW+ on an ongoing basis, you may opt out of receiving these marketing-related communications by contacting us at the above addresses.
  • Our sharing of your Personal Information with our group companies for their marketing purposes: If you would prefer that we do not share your Personal Information on an ongoing basis with our group companies for their own marketing purposes, you may opt out of this sharing by contacting us at the above addresses.
  • Our sharing of your Personal Information with selected third-party partners for their marketing purposes: If you have provided your consent we may share your Personal Information on an ongoing basis with our third-party partners for their own marketing purposes. If you change your mind, you may opt out of this sharing on an ongoing basis by contacting us at the above addresses.

We aim to comply with your opt-out request(s) within a reasonable time period. Please note that if you opt out as described above, we will not be able to remove your Personal Information from the databases of third parties with whom we have already shared your Personal Information (ie to those to whom we have already provided your Personal Information as of the date on which we respond to your opt-out request). Please also note that if you do opt out of receiving marketing communications from us, we may still send you other important administrative communications from which you cannot opt out.

10. Access and correction requests, questions and concerns

In certain countries, an individual may have the right to access, correct, object to the use of, or request deletion or suppression of Personal Information on certain grounds. Please contact us as set out in the ‘Who to Contact About Your Personal Information’ section above with any such requests or if you have any questions or concerns about how we process Personal Information. Please note that some Personal Information may be exempt from access, correction, objection, deletion or suppression rights in accordance with local privacy and data protection laws.

11. Other information we collect through the site

‘Other Information’ is any information that does not reveal your specific identity, such as:

  • Browser information;
  • Information collected through cookies, pixel tags and other technologies;
  • Demographic information and other information provided by you; and
  • Aggregated information

Other information we collect

We and our third-party service providers may collect other information in a variety of ways, including:

  • Through your internet browser: Certain information is collected by most websites, such as your IP address (ie your computer’s address on the internet), screen resolution, operating system type (Windows or Mac) and version, internet browser type and version, time of the visit and the page(s) visited. We use this information for purposes such as calculating site usage levels, helping diagnose server problems and administering the site.
  • Using cookies: Cookies are pieces of information stored directly on the computer you are using. Cookies allow us to recognise your computer and to collect information such as internet browser type, time spent on the site, pages visited, language preferences and relevant country website. We may use the information for security purposes, to facilitate navigation, to display information more effectively, to personalise your experience while visiting the site, or to gather statistical information about the usage of the site. Cookies further allow us to present to you the advertisements or offers that are most likely to appeal to you. We may also use cookies to track your responses to our advertisements and we may use cookies or other files to track your use of other websites.

Below is a description of all the cookies we use on our UK websites, what they do, what data about you they collect and what we use them for:

  • Geo location cookie – when a visitor visits one of our sites for the first time we read their location from their IP address and use this information to assume the country site that they want to visit. This method is not entirely accurate, however, so when they navigate to a particular country site we use a cookie to store this information and to store the language that they chose to view the site. The next time they visit the site we read the cookie and present the same country and language version they used on your last visit. This has the intended benefit that they don’t need to reselect the country site they need each time they come to the site. No Personal Information is collected or used by the cookie.
  • Site catalyst cookie (by Adobe) – this cookie enables us to collect and analyse data about how visitors arrive at our site and then how they interact with our site, including products they may search, content they may view, and the steps leading up to a completed or abandoned sale. We use this aggregated information to adapt our sites to better serve their and other users’ needs and interests, and to provide more relevant and useful information. The cookie is placed on a visitor’s PC on a temporary basis only. The cookie does not collect or use their Personal Information. Instead, it logs an anonymous code which identifies users and this code ‘follows’ the user in their journey through the site. We use the aggregated and anonymous information for statistical analysis.
  • DoubleClick cookies – we place a tracking pixel cookie on to all site visitors’ PCs, for the purpose of our banner advertising activity. We use these cookies to know that a visitor has been on our site before and to then place display an appropriate banner ad on to an affiliated network website. No Personal Information is collected. One of the advertisement companies that we use is Google, Inc, trading as DoubleClick. For more information on the DoubleClick cookie, or to opt out from the DoubleClick advertisement cookie please visit:
  • Affiliate cookie – we use a tracking pixel cookie, which is put on a visitor’s PC and collects only the transaction ID (which identifies the any affiliated website the visitor has come from) and a time and date stamp. This enables our affiliate network to track affiliated sales and ensure an affiliate is credited for a sale referred to us. It does not involve any passing of Personal Information.
  • Optimost cookie – we use this cookie to collect anonymous session information, which tells us when the cookie was put on a visitor’s PC, what segment, wave, and creative version it was from. The cookie has an anonymous ‘visitor id’ which is a random number generated to identify a visitor, to distinguish between unique and/or repeat visitors. These cookies do not collect Personal Information. To view the Optimost privacy policy, please visit: You can refuse to accept the cookies we use by adjusting your browser settings. However, if you do not accept these cookies, you may experience some inconvenience in your use of the site and some online products.
  • Using pixel tags, web beacons, clear GIFs or other similar technologies: these may be used in connection with some Site pages and HTML-formatted email messages to, among other things, track the actions of site users and email recipients, measure the success of our marketing campaigns and compile statistics about site usage and response rates. We use Adobe’s Omniture analytics service, which uses cookies and web beacons to help us understand more about how our website is used by consumers so we can continue to improve it. Adobe does not have the right to use the information we provide to them beyond what is necessary to assist us. For more information on Adobe’s Omniture service, including how to opt out, go to
  • From you: some information (for example, your location or preferred means of communication) is collected when you voluntarily provide it. Unless combined with Personal Information, this information does not personally identify you.
  • By aggregating information: we may aggregate and use certain information (for example, we may aggregate information to calculate the percentage of our users who have a particular telephone area code). Please note that we may use and disclose other information for any purpose, except where we are required to do otherwise under applicable law. If we are required to treat other information as Personal Information under applicable law, then, in addition to the uses listed in the ‘Other information we collect’ section above, we may use and disclose other Information for all the purposes for which we use and disclose Personal Information.

12. Third-party websites

This Privacy Policy does not address, and we are not responsible for, the privacy, information or other practices of any third parties, including any third party operating any site to which this site contains a link. The inclusion of a link on the site does not imply endorsement of the linked site by us or by our group companies.

13. Changes to this Privacy Policy

We review this Privacy Policy regularly and reserve the right to make changes at any time to take account of changes in our business and legal requirements. We will place updates on our website.