privacy at calling for help
we’re transparent about how we handle your information. no corporate-speak — just respect.
who we are
calling for help is a scottish organisation. we provide mobile phone credit to refugees with disabilities. the information you give us stays with us, and we take that seriously.
data protection contact: hello@callingforhelp.org
what we collect and why
when you apply for support, we ask for:
basic information: your name, phone number, email address, country of origin, and current location. we use this to contact you, verify who you are, and understand where you’re accessing services from.
device information: your phone’s IMEI number. this lets our partner ding.com deliver mobile credit to your specific device.
disability screening: we ask the washington group questions about your health and daily functioning. this is how we understand who needs support most. it’s sensitive information — we explain that below.
your photo: a selfie for identity verification. this helps us confirm you are who you say you are.
carer details: if someone supports you, we collect their name and contact information so we can reach them if needed.
how we process applications
we use Ai (claude, made by anthropic) to help review applications faster and spot important details. but a real human always makes the final decision. the Ai sees your application data but doesn’t store it permanently — it’s a tool, not a decision-maker.
why we’re allowed to collect this
under UK GDPR and the data protection act 2018, we need a lawful basis to hold your data.
for your name, phone number, email, and location: we use legitimate interests. we need this to run the organisation and get support to the right people.
for disability screening data and your selfie photo: these are “special category data” under GDPR — sensitive health and biometric information. we only collect these with your explicit consent. when you apply, you agree to let us use this information for assessing your eligibility and verifying your identity.
who sees your information
our team: staff and volunteers who review applications and manage support. they only see what they need — we use role-based access controls.
our partners:
google — we use google forms, sheets, and drive to collect and store applications. google processes data on our instructions and can’t use it for their own purposes.
ding.com — when we top up your credit, they process your phone number and IMEI to deliver it.
anthropic (claude) — application data (minus your selfie) is sent to claude for review. your data is processed but not stored permanently.
KYC services — if we use third-party identity verification, they’ll see your selfie and basic information.
we don’t sell your data. we won’t share it with other charities, councils, or government agencies without your permission — unless the law requires it.
international data transfers
google and ding.com operate globally, so your information may be stored or processed outside the UK. we use appropriate safeguards (standard contractual clauses) to protect your data wherever it goes.
how long we keep your data
approved applicants: for as long as you receive support, plus 2 years after.
rejected applications: 6 months, then deleted.
selfie photos: deleted as soon as identity verification is complete — usually within 7 days.
your rights
under UK GDPR, you can:
access your data — ask us what we hold about you
correct it — if something’s wrong, tell us
delete it — ask us to erase your data (with some exceptions)
restrict how we use it
get a copy in a portable format
object to how we process it
not be subject to automated decisions — claude helps us review, but humans decide
to exercise any of these rights, email hello@callingforhelp.org
if things go wrong
if you think we’ve mishandled your data, email hello@callingforhelp.org and we’ll investigate.
if you’re not satisfied, you can complain to the information commissioner’s office (ICO) at ico.org.uk — the UK’s independent data protection authority.
changes to this policy
we’ll update this if our processes change. significant changes will be communicated.
last updated: march 2026
Calling for Help — Edinburgh, Scotland