At Norwich Door to Door we are committed to taking great care with your personal data, protecting any personal information we obtain about you, whether you are a passenger, financial supporter, or volunteer.


Please take time to read this Privacy Policy as it sets out how and why we obtain, use and protect personal information if you are involved with us in one of these roles.


For members of staff we have a separate Privacy Policy which describes how we use the data we collect.

Norwich Door to Door Ltd is a Registered Society for the benefit of the community 27814R, and a Charity registered with the HMRC XR25792.


The registered address is:

Room 2.19 Woodlands House, Norwich Community Hospital, Bowthorpe Road, Norwich NR2 3TU.


You can contact us about this policy by writing to the above address or by emailing or telephoning
01603 776732.

Our Mission

To enable social inclusion and enhance quality of life for people with severe mobility problems on low incomes in Norwich and districts through transport.

We offer fully accessible mobility bus services with affordable fares, for independence, equality, safety and security so that our members are empowered to make their own contribution to their community.

What Personal Information Do We Collect?

Personal information is information that can be used to identify you. It can include your name, date of birth, email address, postal address, telephone number, mobile telephone number, and possibly photographs.


If you are a UK tax payer will we use this information so that we can claim Gift Aid.

We may also collect details of your visits to our website, for example your location data (IP address), and the pages and resources that you access.


We will collect information that we need to deliver our service to you and also send information to you.

The Legal Basis for Collecting Information

The law on data protection sets out a number of different reasons for organisations to collect and process your personal data:


When collecting your personal data, we will always make clear to you which data is necessary for a particular purpose.


The following are the key legal bases for Norwich Door to Door Ltd to collect your data:


Legitimate interest


In many situations we need data in order to provide our service such as to enroll passengers, administer our organisation, contact passengers and volunteers or update with newsletters etc.




Wherever possible, we will ask for your consent to send you information. We will do this through a clear statement of giving you the opportunity to remove yourself from any non-essential correspondence.


Legal compliance


If the law requires us to, we may need to collect and process your data. As an example, where you sign up to the Gift Aid scheme, we will process your data for the purposes of submitting a Gift Aid claim to HMRC.

Public interest


In limited situations we may use data in the public interest. It is likely to be in the public interest to collect data to prevent crime or dishonesty, ensure that we are fair in our practices by carrying out equality and diversity monitoring, or safeguard the wellbeing of people with whom we work.


Data sharing


We will not sell your information to any third parties for their marketing use. However, we may share your information with trusted organisations that work with us in connection with our charitable purposes and the delivery of services or provide information and marketing tools such as MailChimp (subject to your communication preferences and our internal policies and procedures).


Donations made through our website are processed on our behalf by third parties and presently this will be processed through Virgin Money Giving. Organisations such as these – referred to as “Data Processors” also have legal liability for the way in which your data is used, providing you with additional protection.


We may disclose your personal information to third parties if we are required to do so through a legal obligation (for example to the police or a government body); to enable us to enforce or apply our terms and conditions or rights under an agreement; or to protect the rights, property, or safety of Norwich Door to Door Ltd, our staff, passengers, or others.

How Long Will We Retain Your Data?

We will not keep your information for longer than is reasonable and necessary. We will take into consideration our legal obligations and tax and accounting rules when determining how long we should retain your information. 

When we no longer need to retain your information we will ensure it is securely disposed of, at the appropriate time.

Our Website

Presently our website does not use cookies. However, we may introduce their use in the future to improve functionality for the user, and to track information about how people are using it.


We cannot guarantee the security of any information that is transmitted to us electronically, but we will enforce strict procedures and security features to protect your information and prevent unauthorised access.

Our website contains links to other websites belonging to third parties and we participate in social networking sites including but not limited to YouTube, Twitter and Facebook. We may also include content from sites such as these on our website (sometimes embedded). However, we do not have any control over the privacy practices of these other sites. You should make sure when you leave our site that you have read and understood that site’s privacy policy in addition to our own.


If you feel that your data has not been handled correctly, or you are unhappy with our response to any requests you have made to us regarding the use of your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office.


You can contact them by calling 0303 123 1113 or go online to