About SANE

Privacy Policy

SANE is committed to protecting your privacy. This statement details what that means in practice, however you are involved with SANE. As we develop as an organisation, we may need to alter our privacy statement. If you have any questions about this statement, please email

SANE: who we are and what we do

SANE is a UK-wide charity working to improve quality of life for people affected by mental illness. SANE has three main objectives linked to our aims and outcomes:

  1. To raise awareness and combat stigma about mental illness, educating and campaigning to improve mental health services.
  2. To provide care and emotional support for people with mental health problems, their families and carers as well as information for other organisations and the public.
  3. To initiate research into the causes and treatments of serious mental illness such as schizophrenia and depression and the psychological and social impact of mental illness.

This document is divided into key sections:

  • Using SANE services.
  • Volunteering with SANE.
  • Donating to SANE.
  • Marketing communications.
  • Your rights.
  • Making a complaint.
  • Policy changes.

Using SANE services 

We provide emotional support, guidance and information to anyone affected by mental illness, including families, friends and carers, across three service areas: help, Caller Care and community.

SANE services are confidential. We are committed to your privacy. You can read our confidentiality policy here.


- SANEline

In order to provide excellence on our mental health helpline, we make a short record of your call. We also record demographic information if you share this with us. You are under no obligation to share your name (you can use a pseudonym) or any demographic information in order to use the service. Records we make are kept for six years, at which point the details of your call are destroyed.

If you call us regularly or we feel it would help us support you better, we may keep information you’ve given us together in one place. This lets us know it is you calling and helps us offer you the best possible support and guidance when you call SANEline.

We keep all records made about callers to SANEline on a digital application provided by CharityLogic Inc. They have appropriate precautions in place to keep your data safe.

Information from reports on specific calls is never shared with external agencies except when we are required to do this in accordance with the law and/or our own safeguarding and confidentiality policies.

We record some statistical information on each call to SANEline to help monitor and improve our service. We never report specific people in these reports.

SANEline volunteers cannot see your phone number when you call. However, if you do not withhold your number when you call, our phone system does enable us to access your number. We would only do this when obliged to share this information in line with our confidentiality or safeguarding policies. The decision that the required threshold has been met is made by two SANE staff, one of whom will always be a senior manager.

Caller Care

- Textcare

To ensure we provide continuous and excellent support through our Textcare service we record the details you send us in your Textcare request and the text messages we send you. The records we make are kept for six years.

We keep these records in a digital application provided by CharityLogic Inc and they have appropriate precautions in place to keep your data safe.

Information from reports on specific interactions is never shared with external agencies except when we are required to do this in accordance with the law and/or our own safeguarding/confidentiality policies.

We record some statistical information on each Textcare request received to help monitor and improve our service. We never report specific people in these reports.

- Callbacks and ongoing support

A Callback is an opportunity for you to receive a call from our Caller Care team to offer support and explore your situation in more detail than the helpline is designed to offer. This cannot be requested and can only be offered when appropriate.

If a Callback is offered to you by a volunteer we will take your first name (you can use a pseudonym) and telephone number. The volunteer will also pass a small amount of information about you and why they offered a Callback to the Caller Care team. This record is made and kept in a digital application provided by CharityLogic Inc and they have appropriate precautions in place to keep your data safe.

A factual record, including the date and time of any contact you have with the Callback team will be made. Any records will be kept for six years following the end of your contact with the Callback team.

Information from reports on specific calls is never shared with external agencies except when we are required to do this in accordance with the law and/or our own safeguarding/confidentiality policies.


Any information that you provide us with when registering for our online community is stored within our website and kept for as long as you are an active member. If you have not logged on to our community for six years we will remove your profile from our records.

We will only use the information you provide when you join the online community if:

  • You are acting in breach of the communities’ ground rules.
  • We are significantly concerned about you or your wellbeing.
  • You have given us permission to contact you regarding SANE and our activities.

Content of posts made on our online community are publicly visible. SANE will never share your personal details with external agencies except when we are required to do so in accordance with the law and/or our own safeguarding/confidentiality policies.

Volunteering with SANE

To apply to volunteer with SANE, we require you to complete an application form, including personal data. If invited to a selection day we will keep your application on file. If unsuccessful we will remove your application form from our records and keep just a record of your name, date of application and the reason we did not invite you to a selection day.

We will keep volunteer files for six years after you leave SANE.

Your volunteer file will be kept securely and only accessed by those who have a litigate interest in the file.

We ask for demographic information as part of your application to help us with equal opportunities monitoring. You are not required to give us this information, but by choosing to do so you consent to the processing of this information by us. 

We keep your personal information confidential, unless we are required to disclose it by law or because you have asked us to provide a reference for you.

Donating to SANE

When you donate money to SANE, we may collect and process information about you including financial details, name, postal address, email address and telephone number. Depending on how you donate, this information may come to us via a third party.

We may use your information for purposes including:

  • To process donations you have made.
  • Updating you on our work if you have given permission for us to do so.
  • Administrative purposes eg contacting you about a donation you have made.
  • Internal record keeping eg complaint management.

If you donate via our website, the data is stored on a secure server. Information shared with us is securely protected and kept up to date. You can also donate to SANE via online providers including BT MyDonate, JustGiving and Virgin Money Giving (separate privacy statements apply).

We work with a supplier to provide and administer a text donation service so that you can donate to SANE via your mobile phone on a one-off basis.

Marketing communications

When you donate to SANE or become a member of our online community, we will ask you if we can stay in touch and keep you up to date with our fundraising activities and the work of the charity.  We will also ask you how you would like us to stay in touch – by mail, telephone, email or text message.

Mail: If you have given us your postal address, we may send you direct mail unless you have told us that you would prefer not to receive information in this way.

Telephone: If you have given us your telephone number, we may telephone you about our work unless you have told us that you prefer not to be contacted in this way.

Email and text: If we are contacting you by email or text, we will tell you how you can opt out of further communications and make it easy for you to do so.

We work with some third party suppliers to deliver fundraising challenge events, and as part of the registration process they collect your personal information. If as part of this process you have consented to receive contact from SANE, your details will be passed to us and we will contact you as referenced by the third party supplier.

SANE works with fundraising agencies, which provide data processing services eg a company that provides printing and postage services to send postal communications to our supporters. and a company that ensures the data we are using is clean and updated so that we are not contacting people in error. When we work with these agencies we may share your personal information with them. We do not give these organisations any rights to use your personal information (or contact you) except in accordance with our instructions. We also require these third parties to comply with data protection legislation, and ensure appropriate safeguards are in place.

Where personal information is passed from SANE to our contracted suppliers, this is transferred securely and only used for the specific purpose outlined by our contract with them.

If you have made a Gift Aid declaration, we may disclose the information you have provided as part of the declaration to HMRC for the purpose of reclaiming Gift Aid on your donation(s).

We do not share or sell personal information to third parties for marketing purposes.

We will hold your personal information on our systems for as long as is necessary for the relevant activity. If you have indicated that you do not wish to be contacted, we will retain your details on a suppression list to help ensure that we do not continue to contact you.

- Keeping your information up-to-date.

If you have provided us with your personal details, and need to update this information or decide at a later date that you no longer want to receive information from us, please let us know by contacting us at:

  • Email:
  • Telephone: 0203 805 1759
  • Post: SANE, St Mark's Studios, 14 Chillingworth Road, Islington, London, N7 8QJ

Your rights

It is important that you understand your legal rights around your personal data and how we may use it. If you would like to discuss or exercise any of these rights, please do get in touch with our supporter contact team:

  • Email:
  • Telephone: 0203 805 1790
  • Post: SANE, St Mark's Studios, 14 Chillingworth Road, Islington, London, N7 8QJ

- Right to be informed.

This privacy policy ensures that you are informed about how we will process your personal data. You might also see messages on some of our forms (or otherwise when we collect personal data from you) that explain why we ask for specific pieces of information from you.

- Right of access.

You have the right to access a copy of your personal data and receive certain information about what the data is and how and why we are processing it. Please note that we will require you to prove your identity before we disclose any information. You will need to allow ten working days and a £10 charge to process this.

- Right to rectification.

If you feel that any of the information that we hold about you is incorrect, do let us know so that we can look into it.

- Right to object

You have the right to object to the processing of your data. If you wish to complain, we would ask that you do this in line with our complaints policy.

- Right to erasure/to be forgotten.

You have the right to request that we delete your information and can discuss this with us at any time.

You should know that there are some circumstances where we may need to keep your details, for example, if it is necessary to comply with a legal obligation on us. If this situation occurs, then we will explain and discuss these circumstances with you.

- Right to restrict processing.

You can request that we restrict processing of your data, as an alternative to deleting it – this means that we will keep the data but stop processing for most purposes. You may want to exercise this right if you feel that the data is inaccurate, that our processing of it is unlawful, whilst we progress a request from you to object to processing, or if we have no further need of the data, but you require us to keep it in relation to the establishment, exercise or defence of a legal claim.

- Rights related to automated decision making.

You have rights to avoid being subject to decisions based solely on automated processing (including profiling) which has a significant effect on you. At SANE we do not carry out any such processing.

- Right to data portability.

You have the right to request a copy of certain personal data to have it transferred to another organisation in certain circumstances.

You should know that there are some circumstances where these rights may not apply, but where this is the case we will always explain this to you. Please do contact us if you have any questions or concerns on how we collect and use your personal data, or on your rights, as we are always happy to speak to you. You also have the right to make a complaint direct to the UK's data protection authority, the Information Commissioner's Office (ICO). The ICO can be contacted here and concerns can be also logged via the ICO website.

For more information on making a subject access request, please visit here.

Making a complaint

We are totally committed to providing an excellent service and always trying to do what we say we will. In this context we very much welcome your views feedback, compliments and comments. If you are not completely happy, please let us know. You can see our complaints policy here. We will keep a record of your comments and complaints on file for six years following our final contact with you.

Policy changes

We are committed to improving the services we offer. As such, from time to time we may need to amend our policy without prior notice to you. Any substantial changes, however, will be explained on our website.

We ask that you check our policy regularly to keep updated on our latest terms. This does not affect your statutory rights under UK law.

If you have any questions regarding the privacy policy, please contact the fundraising team on 0203 805 1790.