This privacy notice was updated on 12 April  2022

Controller of personal information

We are the Wales Learning Disability Helpline.

We are part of Royal Mencap Society (Mencap Cymru), which is a registered charity.

We are also registered with the Information Commissioner’s Office as a Data Controller (registration number Z5709720) under the Data protection Act 2018.

The Wales Learning Disability Helpline is located at Mencap Cymru, Ground Floor, Unit 4 Trivallis, Mill Street, Pontypridd. CF37 2TB.

If you have any questions about this privacy notice, do not hesitate to contact our Data Protection Officer at

Within the context of this privacy notice, ‘we’, ‘us’, ‘our’ refers to the Wales Learning Disability Helpline. 

Why and how we collect your personal information

If you contact the Wales Learning Disability Helpline, your telephone number area code will be collected, used and stored with a third party named Call Handling, which helps direct your call to the right Helpline.

This will be done using the Legitimate Interest basis under the Data Protection Act 2018. 

Once you speak with any employee of the Wales Learning Disability Helpline, your details will be stored within our Customer Record System, so that we can keep track of the advice you need from us. The same thing will be done if you contact us via email.

The table below will give you an idea of how we use your information and for how long.

Type of information Why do we need this information How long we keep this information for Lawful basis for requesting this information
Name To contact you 7 years from the closure of your case Legitimate interest and to protect against legal claims
Address and postcode To contact you, and to report on the areas we get calls from (this would not contain your name or other information)
Telephone number To contact you Legitimate interest
Telephone area code For call handling to direct your call to the right region
Email address To contact you
Age To ensure that we give age appropriate advice, and for reporting purposes (this would not contain other information) Legitimate interest and legal reasons
Your local authority To ensure we give you the correct advice, and for reporting purposes (this would not contain other information or be attached to your name) Legitimate interest
Type of disability To ensure that we give you advice in a way that fits you, and for reporting purposes (this would not contain other information or be attached to your name)
Legitimate interest and relevant GDPR Article 9 conditions
Type of issue you are contacting us about For reporting purposes, so that we can organise a campaign if we see a surge in a specific issue. This would not contain any other information beside the number of a certain issue we are assisting with Legitimate interest
Your feedback to us To improve our service and to encourage our team, and for reporting purposes (this would not contain other information or be attached to your name). Legitimate interest
Case details To help you with your query, keep track of the advice we give you and what referrals you consented to Legitimate interest, legal requirement and appropriate GDPR Section 9 criteria for the processing of special category data


Why are we not asking for your Consent to store and use your information?

Under the GDPR and UK Data Protection Act 2018, consent is only valid if it is not seen as ‘coerced’, and you still obtain the same service without giving your consent for us to store and use your information.

However, because of legal requirements surrounding helpline work, legal claims and insurance, we cannot provide the same level of service or depth of information if you refuse to give us your information. Therefore, the consent obtained would not be valid. 

However, Legitimate Interest is a valid reason to collect, use, and store your information. If you want to see the Legitimate Interest Assessment, please contact

What does this mean for me?

In practice, it means you can refuse to give us the information we require. If you want to stay anonymous, you can.

You will not receive the same depth of information than if you had given us your details, but because we are not using Consent as a reason to collect the details in the first place, then the Wales Learning Disability Helpline will not be breaking the Data Protection Law.

Who we might share your information with and why

Internally, we will share your anonymized information (this means that your name and precise address and contact details would not be shared) with Mencap’s policy team and campaigns team, so that Mencap can coordinate a campaign or other influential work if we notice a large number of the same issue occurring.

We will also share this information with our fundraising team, so that they can also design a fundraising campaign to assist with the costs of doing this. This would be done on a Legitimate Interest Basis. 

Your case could also be used as a case study with Mencap’s campaigns, fundraising and/or marketing teams. That would only be done with your consent. 

Externally, we will share your information with your consent, with other organisations who might be able to help you. We will make you complete a short form for this. If you do not consent, we will give you the contact details of these organisations so you can contact them yourself, so you are not at a disadvantage. 
If we are concerned about your welfare or safety, we are obligated by law to let the appropriate authorities know of this. 

We will never sell your details to third parties. The Wales Learning Disability Helpline will not contact you about marketing and fundraising activities without your consent. 

How we keep your personal information safe and who has access to it

Your information is kept safe within Mencap’s IT environment, which is password protected and only accessible to Mencap.

The Customer Record System and voicemail systems are only accessible to Wales Learning Disability Helpline employees. 

Your rights 

You have rights in regard to the information we hold about you. You have the right to:

  • ask to see a copy of the information we have about you. You can do this by completing our request form and you will need one piece of ID to complete the form.
  • revoke your consent at any time by contacting the Wales Learning Disability Helpline
  • lodge complaint with the Information Commissioner’s Office if you are not satisfied with how we treat your personal information
  • object to your information being used in a certain way
  • request the erasure of the information we hold about you.

To exercise any of these rights, or if you have any question or complaint, please contact the Wales Learning Disability Helpline and the Data Protection Officer at

Easy read privacy notice

We've created an easy read version of our privacy notice for the Learning Disability Helpline in Wales.

Download PDF

What are your data protection rights?

This video explains the rights you have with your personal details that Mencap uses.

These rights are part of data protection law in the UK.

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