Our conduct & policies

Governance is important to you and us. We hope you’ll find the following information about the way we work and our charity policies helpful, but if you still have a query about how we conduct ourselves, please email us.

Fundraising Regulatory information

Fundraising and lottery

Fundraising regulator information
Here’s where you can learn about our commitment to our supporters and how we conduct our fundraising activities.

Give with confidence
We promise to be honest, fair and open about our fundraising with you, our supporters. We want to reassure you that we will fundraise responsibly and if you don’t think we’re meeting these high standards, we will take your views seriously. We will always try to resolve your concerns if you think we haven’t.

You can provide your feedback to our Head of fundraising in the following ways:

  • email ohoare@cornwallhospice.co.uk
  • or write to the following address:
    Oliver Hoare
    Head of Fundraising
    Cornwall Hospice Care
    Units 10-11 Daniels Lane
    ST Austell   PL25 3HS

We will acknowledge and provide an initial response to your feedback within 10 working days of receiving it. Whilst we expect to be able to resolve most complaints within that timeframe, if we need to conduct a more in-depth investigation, we will aim to provide you with a complete response within 20 working days. If we are unable to meet that deadline due to exceptional circumstances, we will of course, let you know.

If you are not happy with the response you receive, you can escalate your concerns to Paul Brinsley, Chief Executive, at the below address who will consider the matter in more detail:

  • write to the following address:
    Paul Brinsley
    Chief Executive
    Cornwall Hospice Care
    Mount Edgcumbe Hospice
    Porthpean Road
    St Austell   PL26 6AB

If the issue is not resolved to your satisfaction, you can ask the Fundraising Regulator to consider it by:

Lottery Policy
We’re committed to using our Lottery to fundraise responsibly and are licenced with the Gambling Commission.  Find out more about how our lottery is run, our safeguards, terms and conditions on our Lottery website.


Health records policy

Our charity is committed to maintaining accurate, comprehensive, clear and complete records of the condition, care and treatment of all our patients and carers. For further information download our Health records PDF.

Transportation of health records policy
Patients’ Health Records contain personal and sensitive information and are highly confidential documents. Care must be taken when transporting them within or outside our charity’s premises, whether transfers are made between Hospices or to and from Community Hubs or other places where charity records may be required or created.

Organisational information and records policy
Information is one of the most valuable assets that Cornwall Hospice Care holds. We depend on the commitment and ability of our staff to deliver high-quality care, raise funds and manage our affairs. To achieve this, reliable information must be available when needed in appropriate forms. This policy sets out the principles by which information is managed within our charity.

Record retention schedule policy

This policy sets out the periods for which the various records created within Cornwall Hospice Care should be retained due to their ongoing administrative value or statutory requirement.

The policy provides information and advice about all records commonly found within Cornwall Hospice Care. The retention schedules apply to all the records, irrespective of the format (e.g., paper, databases, e-mails, X-rays, photographs, CD ROMS) in which they are created or held. All other organisations’ patient documentation is returned to the parent organisation at the end of a patient’s stay.

Data protection and privacy

Cookies and privacy policy

This policy explains how Cornwall Hospice Care uses the information you provide, how we will communicate with you (including our fundraising commitment), why there are Cookies and how we use them.

In keeping with our commitment to protecting your privacy and in the light of the Data Protection Act 2018 and GDPR (General Data Protection Regulation), this statement is intended to inform you of our data processing practices.

Data protection policy
Our charity needs to collect and use certain types of information about the Data Subjects who come into contact with us, to carry on our work. Personal information must be collected and dealt with appropriately, whether on paper, in a computer or recorded on other material and there are safeguards to ensure this under the Data Protection Act 2018 and GDPR.

Fair processing notice
Cornwall Hospice Care is responsible for securing all the medical and personal information it holds and uses. We take very seriously the need for confidentiality, the safeguarding of personal information and the vitally important aspect of trust in a professional, caring relationship.

Customers fair processing notice

We’ll only collect the information we need to provide you with goods or services (e.g., to deliver something to your home), or because we’re legally obliged to (e.g., to be able to claim ‘Gift Aid’). As the ‘Data Controller’ we set out how we’ll treat the information you give in this document.

Privacy matters at Cornwall Hospice Care
This is a summary of the processing of personal information carried out by Cornwall Hospice Care and is supported by more detailed information in ‘Fair processing’ and ‘Privacy’ notices for many of the individual areas covered here.

Staff and volunteer privacy notice
This Data Privacy Notice for prospective and in-post employees and volunteers at Cornwall Hospice Care outlines the charity’s commitment to safeguarding the privacy of our one team, I.e., information about an individual provided by the person or a third party. This includes the information collected or provided during the recruitment process as well as that routinely added to personnel files held within the Human Resources (HR) or Volunteer Services Team. Our Privacy Principals in this document set out how information about staff and volunteers will be treated.

Subject access request and procedure
This process allows individuals to find out what personal data is held about them, why we hold it and who we disclose it to. This is fundamental to good information-handling practice. The Data Protection Act 1998 (DPA) gives individuals the right to require us to do this. This right, commonly known as subject access, is set out in section 7 of the Data Protection Act. Individuals may exercise the right to see what information is held about the, by providing a written ‘subject access request’ (SAR).

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Registered address: Porthpean Road, St Austell, Cornwall PL26 6AB. Registered in England and Wales; Company Number 5660401 - Web Design by The Ambitions Agency