Privacy Statement

What information has been provided to us

If you have been asked to complete one of our questionnaires your contact details will have been supplied to us by one of our clients. We assume the client already has permission to hold these details and to pass them onto us. If you are concerned about this we can provide you with contact details for our client.

What information we collect when you complete one of our questionnaires

The majority of our questionnaires collect information about your opinions, they also ask for information about you, such as your age and gender, where you work etc.

We occasionally carry out a survey which records personal information which can be used to identify you, such as your name and address. IN these cases before you start the questionnaire we will clearly inform you of this and tell you what will be done with the information.

How we will use the information we hold about you

Almost all of our questionnaires are anonymous. This means we do not link you as an individual to the answers you give on a questionnaire.

For the majority of our surveys the information you provide is only used when combined with other people's responses. We have a rule that says we do not look at the views of groups of less than 10 separately - smaller groups are always amalgamated together. We will want to report on your views as a relevant group, but we will NOT analyse the details in such a way that you can be identified individually. The amalgamated data is used to provide reports to our clients.

We will only hold data about you for a short period, this is agreed with our clients but it is usually between three and six months.

Using a reminder regime

For some projects we will know when you have completed a questionnaire, this is so we can send reminders to people who have still to complete the questionnaire. We do this by using pass codes on web surveys or bar codes on paper surveys linked to your name or email address. We do not tell our clients who has or has not completed a questionnaire.

How we keep your information secure

We use a wide range of controls to ensure your information is kept confidential, is not lost and remains accurate. We have strict policies on who can access our site and data we hold. We only recruit security cleared staff and everyone must undergo annual information security training. When we move your information from one place to another it is only done using secure methods. We only retain data for as long as we need it.

We are certified to the ISO27001:2013 information security standard. This requires that we are independently audited to ensure we are implementing and following our security controls. We conform to the NHS Information Governance Toolkit which requires extra security controls for health related information. We are a company member of the Market Research Society and follow their code of conduct.

People who call our helpline

If you call our helpline we may record information you give to us in files and in email's messages. This allows us to deal with your call as quickly and as accurately as we can.

People who email us

If you send us an email any information you include in the email may be forwarded to others. We will only do this for the purposes of handling your enquiry.

Capita Surveys and Research email system is part of the wider Capita group email system. Email messages are only stored in data centres within the European Union.

If someone makes a complaint about us

We follow a documented procedure to ensure any complaint is dealt with appropriately. If you report the complaint directly to us we will keep the details confidential, but we may need to pass details of the complaint including your contact details to the relevant authorities and/or governance groups.

How you can access personal information we hold about you

Individuals have a lawful right to ask for a copy of any personal information held about them, this may be in electronic or paper format. You can make a request for a copy of information we hold about you by email or in writing to the address below. You should note the following:

  • There may be a small charge for the request to cover our costs.
  • Before any information is disclosed we need to confirm your identity, we may contact you to do this.
  • We will respond to the request within 40 days.
  • We will give you a description of the information, tell you why we are holding it, who it could be
    disclosed to and give you a copy in intelligible form.
  • We encourage you to inform us if the information is inaccurate.

You can find out more about your rights under the Data Protection Act from the Information Commissioners web site.

How to contact us

You can call our free helpline on 0800 587 3115 (open between 9am and 5pm Monday to Friday)

You can email us at

You can write to us at

Spa House
Hookstone Park
North Yorkshire

Capita Surveys and Research is a trading name of Capita Business Services Ltd. Registered in England (No 2299747) with its registered office at 30 Berners Street, London, W1T 3LR.

Part of Capita Plc.