Privacy Statement

Last reviewed: 25 August 2026

This Privacy Statement explains how Charney Manor collects, uses and protects personal information when you use our website, make an enquiry, make a booking, attend an event, stay with us, make a donation, apply for a role, sign up to our mailing list, or otherwise contact us.

We aim to handle personal information clearly, carefully and responsibly.

Who we are

This website is operated by Society of Friends – Charney Manor.

Society of Friends – Charney Manor is a Charitable Incorporated Organisation (CIO).

Registered charity number: 1203057

For privacy questions or data protection complaints, please contact:

Gillian Peaston
Email: sales@charneymanor.com

For the purposes of data protection law, Charney Manor is the data controller for the personal information we collect and use directly.

Charney Manor has completed the ICO data protection fee self-assessment and holds ICO registration details with its business records.
ICO registration reference: ZB949398

What personal information we collect

Depending on how you contact us, book with us, attend an event, stay at Charney Manor, donate to us, apply for a role, or use our website, we may collect and use:

• your name;
• your organisation name, where relevant;
• your postal address;
• your email address;
• your telephone number;
• enquiry details;
• booking details;
• stay dates;
• room or accommodation details;
• group organiser details;
• attendee names;
• rooming lists;
• dietary, allergy or food preference information;
• accessibility, mobility, health or special requirement information where voluntarily provided;
• child names, ages and rooming details where relevant to conference or retreat bookings;
• taxi request details;
• payment status, invoice and transaction information;
• limited payment card reference information, such as the last four digits, where used for payment matching;
• donation information, including donor name, donation amount and Gift Aid information where relevant;
• newsletter preferences and marketing consent;
• review, guest book, feedback form or testimonial information;
• photograph or video consent records;
• job, volunteer or trustee enquiry information;
• trustee information needed for charity, bank or regulatory purposes;
• website usage information, where cookies or analytics tools are used.

We do not intentionally collect more personal information than we need.

How we collect personal information

We may collect personal information when you:

• make an enquiry through the website;
• contact us by email, phone or social media;
• make a B&B, retreat, conference or group booking;
• book through Hop Software;
• book or enquire through Booking.com, Expedia, Hotels.com, Tripadvisor, Google or another booking platform;
• enquire through retreat or accommodation directories;
• complete a paper or PDF booking form;
• send us a rooming list or attendee list;
• attend a course, event, conference or retreat;
• book or stay at Gillett’s Cottage;
• provide dietary, accessibility or special requirement information;
• make a payment;
• make a donation through JustGiving;
• sign up to our newsletter or mailing list;
• complete a feedback form;
• leave a review, comment or guest book entry;
• give permission for photographs or video to be used;
• apply for a job, trustee role or volunteer role;
• use our guest Wi-Fi;
• use our website.

How we use your personal information

We use personal information to:

• respond to enquiries;
• check availability;
• process and manage bookings;
• communicate with guests, group organisers, course organisers, event attendees and visitors;
• issue booking confirmations and arrival information;
• manage room allocations and rooming lists;
• provide catering and breakfast arrangements;
• manage dietary, allergy, accessibility and special requirement information;
• arrange requested taxis or transport support;
• manage B&B, conference, retreat, event and self-catering bookings;
• process payments, invoices, deposits and refunds;
• manage donations and Gift Aid records;
• send newsletters, programme updates, event information or other updates where appropriate;
• manage reviews, guest comments and feedback;
• manage photograph and video permissions;
• deal with complaints, incidents, safeguarding concerns or data protection requests;
• assess job, volunteer or trustee enquiries;
• comply with charity, legal, accounting, tax, insurance and regulatory obligations;
• maintain website security and performance;
• understand how visitors use our website.

Our lawful bases for using personal information

We only use personal information where we have a lawful basis to do so.

These may include:

Contract
We use personal information where it is needed to respond to booking requests, manage bookings, provide accommodation, manage events, take payments, process refunds and communicate with you about a booking, stay, event, course, retreat or service.

Legitimate interests
We may use personal information where it is reasonably necessary for running Charney Manor, responding to enquiries, managing guest and organiser relationships, keeping business records, sharing necessary information internally, managing feedback, maintaining our website, improving our services and protecting our organisation.

Legal obligation
We may need to keep or use certain information for legal, tax, accounting, insurance, charity, safeguarding, regulatory or reporting purposes.

Consent
Where required, we rely on consent for optional activities such as newsletters, certain marketing communications, optional cookies, identifiable photographs or videos, and the use of private feedback or guest comments.

Special category information
Where guests, attendees or organisers provide dietary, allergy, accessibility, mobility, health or other sensitive information, we use it only where needed to support the booking, stay, course, retreat or event. We share this information only with people who need it, such as catering, housekeeping, reception, course organisers or tutors where relevant.

Guest enquiries and correspondence

Guests, visitors, group organisers, course organisers and enquirers may contact us by email, phone, website form or, occasionally, social media.

Enquiry emails may be held in individual staff inboxes. Access is limited to the staff member responsible for that mailbox.

Charney Manor uses password-protected computers and password-protected access to Hop Software.

Social media messages are only occasional. Once responded to or dealt with, they are normally deleted and are not kept for longer than necessary.

Bookings through Hop Software

Charney Manor uses Hop Software to manage B&B and accommodation bookings.

Guests who book online receive an automated booking confirmation through Hop Software.

Bookings may also be taken manually by email or telephone where needed.

Bookings may also come through third-party platforms such as:

• Booking.com;
• Expedia;
• Hotels.com;
• Tripadvisor;
• Google.

Where bookings are received through third-party platforms, booking details may be imported into Hop Software. The third-party platform will also process personal information in line with its own privacy information and terms.

Conferences, retreats and group bookings

For conference, retreat and group bookings, we may collect information about the group organiser and, where needed, individual attendees.

This may include:

• organiser name;
• organisation name;
• postal address;
• email address;
• telephone number;
• attendee names;
• rooming lists;
• dietary requirements;
• accessibility requirements;
• room or bedroom preferences;
• taxi requests;
• payment and booking information;
• bursary or financial assistance information, where relevant.

Group organisers may send attendee lists or rooming lists to us.

Conference and retreat records may be stored electronically in secure folders and, where paper records are used, in locked storage.

Rooming lists may be shared with housekeeping. Dietary information may be shared with catering. Course organisers or tutors may receive the necessary attendance, bedroom and dietary information for their course or event.

Housekeeping and catering lists are normally shredded after the event once they are no longer needed.

Programme events and booking forms

Charney Manor events may be booked by PDF booking form, paper form, email or other booking route.

Event booking forms may collect:

• name;
• address;
• email address;
• accessibility requirements;
• dietary requirements;
• taxi requirements;
• bursary or financial assistance information, where relevant.

Paper event booking forms are stored securely and archived where needed.

B&B and Gillett’s Cottage bookings

B&B bookings may be made through the website or through third-party booking platforms. Booking confirmations are handled through Hop Software.

Where B&B bookings are made through third-party platforms, such as Booking.com or Expedia, those platforms may provide payment or booking information to Charney Manor through their own systems.

Gillett’s Cottage bookings may be handled through Booking.com and pulled through to Hop Software. Where bookings are made directly through the Charney Manor website, Charney Manor may receive the guest’s email address and telephone number.

For Gillett’s Cottage, guests may voluntarily contact Charney Manor with extra information, for example about dogs or a highchair request.

Payments, deposits and refunds

Payments may be made through:

• Hop Software;
• Opayo;
• Elavon card machine;
• BACS/bank transfer;
• QuickBooks invoicing;
• third-party booking platforms.

Charney Manor does not write down or store full card details.

Where card payments are taken by phone or in person, card details are entered directly into the card machine or payment system.

Payment records may be held in Hop Software, QuickBooks, bank records, invoices or accounting records.

For payment matching, Charney Manor may record limited information such as the guest/client name, stay or event details, amount paid and the last four digits of a payment card. Full card details are not stored.

Refunds may be processed through Hop Software/Opayo or by BACS, depending on the booking type.

B&B and Gillett’s Cottage bookings are paid in full upfront. Charney Manor does not take security deposits for B&B or Gillett’s Cottage bookings.

For conference and group bookings, Charney Manor may take a non-refundable deposit.

Donations and JustGiving

Charney Manor may receive donations through JustGiving.

Where you donate through JustGiving, JustGiving will process your personal information in line with its own privacy information and terms.

Charney Manor may receive donor information from JustGiving, such as:

• donor name;
• donation amount;
• Gift Aid information, where relevant.

Donation records may be kept for charity, finance, accounting and reporting purposes.

Charney Manor does not usually contact donors after they donate unless there is a specific reason to do so.

Newsletter and marketing

Charney Manor uses Mailchimp for newsletter and mailing list sign-ups.

People may sign up online or opt in through relevant forms or booking contracts.

Mailchimp sign-ups use double opt-in, and newsletter emails include an unsubscribe option.

Charney Manor may send newsletters, programme updates, retreat information, seasonal updates, fundraising updates or other relevant information to people who have opted in or where otherwise permitted.

Charney Manor may also keep a database of people who have opted in to receive Quaker retreat information or brochures.

Charney Manor does not upload Mailchimp subscriber lists to Facebook/Meta, Google Ads or other advertising platforms.

You can unsubscribe from marketing emails or ask to stop receiving marketing communications at any time.

Reviews, testimonials and guest comments

Charney Manor may display reviews, testimonials or guest comments on the website or in marketing.

Reviews and comments may come from:

• guest books;
• guest emails;
• feedback forms;
• comments entered directly by guests;
• public review platforms such as Google, Booking.com or Tripadvisor.

Where reviews or comments are taken from private emails, feedback forms, letters or guest books, permission is obtained before use.

Charney Manor usually uses first names only. Surnames are not usually used. Locations or organisation names may sometimes be included where appropriate.

Reviews may sometimes be shortened or edited before publication, for example to remove personal information or information that is not relevant.

If a guest asks for a review or comment to be removed or anonymised, Charney Manor will do so where appropriate.

Guest photos, videos and event images

Charney Manor may occasionally use identifiable guest, visitor, attendee, volunteer or staff photographs or videos on the website, social media, printed marketing or adverts.

Where identifiable images are used, written permission is obtained first.

Images of children are not used.

Charney Manor may take photographs at events, retreats, conferences or open days. Where this happens, attendees are informed and consent is recorded.

Guests may tag Charney Manor in photographs on social media. Charney Manor does not use guest-supplied photographs for marketing without permission.

Sharing information with staff, tutors, organisers and suppliers

Charney Manor may share personal information internally with staff who need it to carry out their role.

This may include sharing necessary information with:

• reception/administration staff;
• catering staff;
• housekeeping staff;
• course organisers;
• tutors or facilitators;
• finance/accounts staff.

The information shared may include names, arrival and departure dates, room numbers, group names, dietary requirements, accessibility requirements, special requests or relevant incident notes.

Charney Manor shares only the minimum information needed.

Rooming lists may be shared with housekeeping. Dietary information may be shared with catering. Course organisers or tutors may receive relevant attendance, bedroom and dietary information for the course or event.

Where a guest has requested a taxi or shared taxi, Charney Manor may share necessary information with the taxi provider.

Charney Manor may also share personal information with trusted service providers where needed, such as:

• Hop Software;
• Opayo;
• Elavon;
• QuickBooks;
• Mailchimp;
• JustGiving;
• Booking.com, Expedia, Hotels.com, Tripadvisor or Google, where you use those platforms;
• website hosting, website support and IT providers;
• professional advisers, regulators or public authorities where required.

Charney Manor does not sell personal information.

Dietary, accessibility and special requirement information

Charney Manor may collect dietary, allergy, food preference, accessibility, mobility, health or other special requirement information where guests, attendees or group organisers provide it.

This information is used to help manage bookings, accommodation, catering, rooming, safety and accessibility arrangements.

For B&B bookings, dietary or special requirement information is usually only collected if a guest chooses to provide it.

For conference or retreat bookings, dietary, accessibility and special requirement information may be provided by the course organiser.

Dietary information may be shared with catering. Accessibility, rooming and bedroom requirement information may be shared with relevant staff, housekeeping, organisers or tutors where needed.

Charney Manor does not collect emergency contact or next of kin details for retreats, events or residential stays.

Children’s information

For B&B bookings, children’s information may be provided through third-party booking platforms where relevant.

For conferences and retreats, Charney Manor may receive children’s names, ages and rooming information where needed for the booking or event.

Charney Manor only uses children’s information where needed to manage the booking, accommodation, rooming or event.

Careers, staff, volunteer and trustee enquiries

Charney Manor may receive job applications, CVs, trustee enquiries or volunteer enquiries by email or through recruitment platforms such as Indeed.

Information may include:

• name;
• contact details;
• CV;
• cover letter;
• employment history;
• references;
• availability;
• trustee or volunteer information.

Unsuccessful applications are not normally kept unless the applicant has specifically asked for their details to be kept.

Where someone becomes a staff member, trustee or volunteer, Charney Manor may keep further information for employment, HR, charity, bank, safeguarding, insurance or regulatory purposes.

Trustees and volunteers may be asked to provide additional information where needed, such as driving licence information, date of birth and home address for bank, charity or regulatory purposes.

Employee information may be managed through internal HR systems, including BrightHR.

CCTV, guest Wi-Fi and on-site information

Charney Manor does not currently operate CCTV, Ring doorbells, smart cameras or recording security cameras at the property.

Any fake CCTV signage or dummy camera equipment does not record personal information.

Guest Wi-Fi is provided. Charney Manor has confirmed that the Wi-Fi/router/provider does not collect guest names, email addresses, device details or usage logs.

Charney Manor does not collect vehicle registrations.

Visitor comment books may be available at the property.

Fire register or breakfast list information may be used for fire safety and breakfast management purposes and is shredded once no longer needed.

Charney Manor does not use electronic door locks, smart locks or access codes that record guest use.

EV charging

Charney Manor has an electric car charging point.

The EV charging setup does not collect guest details, vehicle details, app/account details or usage records.

If a guest wishes to charge a vehicle, they can ask at the office and pay for the charge. Payment may be handled by cash, card or invoice through QuickBooks where relevant.

Google Analytics, Search Console and advertising

Charney Manor may use Google Analytics and Google Search Console to understand website performance and how the website appears in Google search results.

Analytics information is used to understand website performance.

Charney Manor does not currently use analytics information for retargeting or remarketing.

Charney Manor may occasionally pay to advertise retreats through Facebook adverts.

Charney Manor does not upload guest, attendee, donor or subscriber lists to advertising platforms.

If website tracking, advertising pixels or remarketing tools are introduced in future, this Privacy Statement and Cookie Policy should be updated.

Social media

Charney Manor uses social media platforms such as Facebook and Instagram.

People may occasionally contact Charney Manor through social media messages.

Social media messages are not exported or stored separately.

Charney Manor may respond to booking, event, donation or stay-related questions through social media, but this is rare.

Charney Manor does not share guest names, stay details, event attendance or booking information on social media without permission.

Cookies and website tools

The Charney Manor website may use cookies and similar technologies.

Some cookies are necessary for the website to work properly. Others may support website security, enquiry forms, booking links, donations, newsletter sign-ups, analytics, embedded content or social media features.

Where required, non-essential cookies should only be used with consent.

Please see our Cookie Policy for more information about cookies and how to manage your choices.

How long we keep personal information

We only keep personal information for as long as reasonably needed.

As a general guide:

• Enquiry information that does not turn into a booking is not used for ongoing contact unless there is a clear reason to do so.
• Confirmed booking records are generally kept for up to 6 years where needed for business, accounting, tax, charity, insurance or legal reasons.
• Event booking forms are generally kept for up to 6 years.
• Payment and accounting records are generally kept for up to 6 years.
• Donation records are generally kept for up to 6 years.
• Paper records are stored securely and shredded when no longer needed.
• Housekeeping, catering, breakfast and fire list information is shredded when no longer needed.
• Newsletter subscribers remain on the mailing list until they unsubscribe or ask to be removed.
• Unsuccessful job, volunteer or trustee applications are not normally kept unless the person has specifically asked for their details to be kept.
• Reviews may remain on the website unless a guest asks for them to be removed or anonymised.
• Serious complaints, safeguarding, damage, incident, insurance or legal records may be kept for longer where necessary.

When personal information is no longer needed, we will delete it, securely dispose of it, or anonymise it where appropriate.

How we protect personal information

We take reasonable steps to protect personal information from loss, misuse, unauthorised access or disclosure.

This includes using password-protected computers, password-protected access to booking systems, secure storage for paper records, locked storage areas, limiting access to staff who need information for their role, shredding paper lists when no longer needed, and avoiding unnecessary sharing of personal information.

Your data protection rights

Depending on the circumstances, you may have rights over your personal information, including the right to:

• be informed about how your personal information is used;
• ask for a copy of personal information held about you;
• ask for inaccurate information to be corrected;
• ask for information to be deleted in certain circumstances;
• ask us to restrict how we use your information;
• object to certain uses of your information;
• withdraw consent where we rely on consent;
• ask for your information to be transferred in certain circumstances;
• complain about how your information has been handled.

To make a request, please contact:

sales@charneymanor.com

We may need to confirm your identity before responding to a request.

Privacy questions and complaints

If you have any questions or concerns about how your personal information is handled, please contact:

Gillian Peaston
Email: sales@charneymanor.com

If you make a data protection complaint, we will look into the issue and respond as appropriate.

You also have the right to raise a concern with the Information Commissioner’s Office.

Changes to this Privacy Statement

We may update this Privacy Statement from time to time if our website, booking process, payment methods, event arrangements, donation process, marketing activity, third-party platforms, cookies, analytics tools, property facilities, charity activities or legal requirements change.

The latest version will be published on this website.