About SANE

Privacy Policy

At SANE, we take your privacy seriously. We want you to feel confident about your online privacy and any information which you may give us.

The following Policy explains how SANE processes your data and how and why we collect what we do.

By accessing our website, using SANE's services or providing SANE with any personal information, you are agreeing to terms set out within our Policy.

Our services

Any information that is disclosed to us through the use of SANE‘s services is considered strictly confidential. Under the Data Protection Act 1998, we are required to ensure that any data is used only for the purpose for which it was requested and to make sure that the data is held securely.

Under the Data Protection Act 1998, we are required to ensure that any data is used only for the purpose for which it was requested and to make sure that the data is held securely.

SANE's services include our helpline, textcare, support forum and caller care.

To help provide the best services possible, we will sometimes record personal and/or statistical information such as an identifier (first name), general geographic location, contact telephone number, general mental health condition and the support we have offered.

We keep all of our records for six years following the last known contact with us, at which point they are then securely destroyed.

SANE uses confidential electronic databases to store the records we hold and we use anonymised data from this database for research purposes, to inform future service development and to promote the charity.

External organisations

Any information that could identify a particular user of our services is treated in the strictest confidence and will not be shared outside of SANE without the prior consent of that individual. SANE, however, has certain legal, professional and ethical obligations to report crime and protect the health and safety of the individual and/or others.

There are, however, certain situations where SANE may need to break confidentiality and communicate concerns with external organisations due to our legal, professional and ethical obligations.

We would consider the need to share information about you with other agencies if you share something with us that makes us think

  • You or someone else is being hurt
  • Your life or the life of someone else is in danger.
  • You have harmed someone else or you plan to harm someone else
  • If you ask us to tell someone else that you are being hurt, you are in danger or you have hurt someone

If you are under 18 we may also share information if:

  • We are concerned that your mental health is poor; are in a current crisis and not in touch with mental health services
  • We are concerned that you could seriously hurt yourself
  • You are having suicidal thoughts and that you may act on those thoughts

Who would you tell if you break confidentiality?

If SANE decides that what you have said or written makes us think you or someone else may be at risk; we will always try and contact you to tell you that we will have to share what you have said with someone who can help. It will usually be Social Services we contact to share the information unless we feel there is an emergency right now or that a crime has taken place and in that instance we would contact the Police.

For more about service confidentiality, please consult our confidentiality policy.

Using our website

To help provide you with the best experience possible, our website uses something called ‘cookies' which are small pieces of information that are stored on your computer's hard-drive to help remember who you are.

The cookies SANE use help us to make our website more efficient by improving the speed and functionality of the site, allowing you to share pages with social media and save you from having to login each time you visit.

Most websites today use cookies. You can find out more about them here.

Third party cookies

At SANE, we use something called Google Analytics to provide us with statistical data on which of our web pages have been visited, at what times and how long for. We also collect anonymous demographic data. We use this information to help improve our services to you. No personally identifying information is stored.

You can find out more about Google Analytics cookies here.

Disabling cookies

Our website works better with cookies enabled. However, should you wish to prevent cookies from being stored on your computer, you can disable them through your web browser. Instructions on how to do so can be found here.

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 10 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. We would ask that you outline 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 at: and concerns can be also logged via the ICOwebsite.

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

Policy changes

At SANE, 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 or call 0203 805 1790.