Legal & Privacy policy

On this page you will find:


Welcome to our website. If you continue to browse and use this website you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our Privacy Policy (set out below) govern our relationship with you in relation to this website.

The term ‘The Family Holiday Association’ or ‘us’ or ‘we’ refers to the owner of the website whose registered office is 3 Gainsford Street, London SE1 2NE. The Family Holiday Association is also the Data Controller. Our company registration number is 02301337. We are are a registered charity in England & Wales (800262) and Scotland (SC048203). The term ‘you’ refers to the user or viewer of our website.

The use of this website is subject to the following terms of use:

  • The information contained in this website is for general information purposes only and is subject to change without notice.
  • The information is provided by The Family Holiday Association and certain third parties and while we endeavour to keep the information up to date and correct, neither we nor any third parties make any guarantees, representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose.
  • You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law. Any reliance you place on such information is therefore strictly at your own risk and it shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
  • In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this website.
  • Through this website you are able to link to other websites which are not under the control of The Family Holiday Association. We have no control over the nature, content and availability of those sites. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them.
  • Every effort is made to keep the website up and running smoothly. However, we take no responsibility for, and will not be liable for, the website being temporarily unavailable due to technical issues beyond our control.
  • This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the Copyright Notice set out below, which forms part of these terms and conditions.
  • Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
  • You may not create a link to this website from another website or document without The Family Holiday Association’s prior written consent.
  • Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Scotland and Wales.


This website and its content is copyright of The Family Holiday Association
© The Family Holiday Association 2018. All rights reserved.

Any redistribution or reproduction of part or all of the contents in any form is prohibited other than the following:

  • you may print or download to a local hard disk extracts for your personal and non-commercial use only
  • you may copy the content to individual third parties for their personal use, but only if you acknowledge the website as the source of the material

You may not, except with our express written permission, distribute or commercially exploit the content. Nor may you transmit it or store it in any other website or other form of electronic retrieval system.


(last updated October 2019)

This privacy policy sets out how The Family Holiday Association uses and protects any information that you give us when you use our websites, our social media pages or entering competitions organised by the Family Holiday Association.

We are committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

We may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

Families referred to us for a break

Contact details

When arranging a break, we often need to pass on contact details to holiday (and occasionally transport and day out) providers so that a break can be booked. What we pass on depends on the provider but normally includes the name, address, date of birth and phone number of one or more members of the family group. That apart, we will not share information that could identify an individual with anyone else without first seeking permission.
We will normally keep contact details for up to two years after the date of a break.

As part of the application process we ask for information about the family’s circumstances so that we can better understand what kind of break might work best for each family.


In order to make sure we are fulfilling our charitable objectives and provide information to our funders and supporters we need to understand information about the families we help and the difference our breaks are making.
We will use the data provided to tell us things like how many families we help in a particular area, or how many families we help who have experienced a particular issue.

We also want to see if there are any longer term changes that might happen after a break. We aim to get back in touch with you around 6 months after you’ve been on the break either via your referrer or, if this is not possible, directly by text, email, phone or post.

Sometimes we undertake additional research in partnership with other organisations such as a University. This may include sharing anonymised non-personal information with research partners. We will always ask permission before sharing personal information for this purpose.


The information provided at the point of registration will be kept, along with how many applications have been made and the date that a referrer last logged on to our online platform.

We also monitor use of our online booking system, including non-personal information such as IP addresses (the location of the computer on the internet), pages accessed and files downloaded. This helps us to determine how many people use our sites, how many people visit on a regular basis, and how popular our pages are.

We will include registered referrers in email communication about the breaks and days out available from the charity for two years from the date of the last log-in to our online platform.

Supporters and donors

We may collect the following information:

  • non-personal information such as IP addresses (the location of the computer on the internet), pages accessed and files downloaded. This helps us to determine how many people use our sites, how many people visit on a regular basis, and how popular our pages are. This information doesn’t tell us anything about who you are or where you live. It simply allows us to monitor and improve our service.
  • personal information such as name, postal address, phone number, email address, date of birth (where appropriate), information about your preferences and interests and hobbies etc.

We require this information in particular for the following reasons:

Internal record keeping

  • We may use the information to improve our charitable work or fundraising activities
  • We may periodically send promotional email about information which we think you may find interesting using the email address which you have provided. Usually this will be once a month but we may send more in the lead up to specific events or campaigns
  • From time to time, we may also contact you for market research purposes related to the work of the charity
  • We may contact you by email, phone or mail. We may use the information to customise the website according to your interests.


We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

We will keep your information only for as long as we need it to provide you with the information you have requested, to administer your relationship with us, for research and reporting, to comply with the law, or to ensure we do not communicate with people that have asked us not to. When we no longer need information we will always dispose of it securely.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to users’ needs. They do not store or collect information about you such as your name but will instead collect information related to, for example, the devices you use to access the internet, your browser and your browsing history.

We also use tags to transfer data collected from visitors to our websites to external sources like Facebook. We use them to track:

  • your interactions with our websites and digital adverts (for example, when you’ve downloaded content, clicked on an advert or viewed a video)
  • what pages you visit on our sites, how long you spent on those pages, how you got there and when you left them. This information can also be used to monitor digital advertising performance.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer.

Information on deleting or controlling cookies is available at Please note that by deleting our cookies or disabling future cookies you may not be able to access certain areas or features of our site.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Social media sites

We operate a number of social media pages (including Facebook, Twitter, YouTube, LinkedIn and Instagram). Although this policy covers how we will use any data collected from those pages it does not cover how the providers of social media websites will use your information. Please ensure you read the privacy policy of the social media website before sharing data and make use of the privacy settings and reporting mechanisms to control how your data is used.

See also Facebook below.


Remarketing (or retargeting)
Facebook have tags (also called pixels) on some pages of our website which allows them to collect information about pages you’ve visited on our website, they will then serve you advertising on Facebook based on this information. Please see the Tags section in How do we use cookies for further information.

We sometimes share with Facebook the email addresses of people who have registered to take part in one of our fundraising events, such as Shades Day or those who have opted in to receiving email communications. The emails are used by Facebook to define a type of audience with similar characteristics, and then Facebook will serve adverts to people that match that type of audience – but not (necessarily) the people in the original email file. We do this to increase registrations to our events and to raise more funds.

Custom Audiences
We sometimes use Facebook Custom Audiences for operational support. For example, if you register to take part in Shades Day, we will send your email address to Facebook who will serve you content relevant to Shades Day, such as tips on how to raise more money.

Saved Audiences
We use Facebook Saved Audiences to remember which supporters on Facebook are most likely to respond to our fundraising, campaigning and marketing requests.

Controlling your personal information

You may choose to change the way we contact you, or withdraw consent completely, at any time. If we contact you by email, every message we send will include a link to opt out of receiving future messages if you change your mind. If we contact you by other means and you want to change how – or if – you receive our communications, please write to or email us at or call 020 3117 0650 (Mon to Fri 9am to 5pm).

We will not sell, distribute, lease or share your personal information to third parties unless required by law to do so.

You may request details of personal information which we hold about you under the Data Protection Act 1998. If you would like a copy of the information held on you please write to

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the address at the bottom of this page. We will promptly correct any information found to be incorrect.