Privacy policy

YHA (England & Wales) is committed to protecting your personal information. This Privacy Notice explains how we collect information about you, how we use the information we collect, and how you can instruct us if you prefer to change the use of that information.

YHA (England & Wales) will update this Privacy Notice on a regular basis so that it reflects the measures we are taking in relation to your personal data. This Privacy Notice was last updated on the 24th May 2018.

1. Who we are

YHA (England & Wales) is one of the UK’s leading charities for young people, providing a wide range of hostel accommodation and programmes. Our aim is to improve health, wellbeing and life skills through travel and real adventure.

YHA (England & Wales) is a data controller and a data processor in terms of the General Data Protection Regulation (GDPR), and is registered with the Information Commissioner’s Office (ICO).

•    ICO registration Number: Z6434257
•    Company Registration Number: 282555
•    Registered Charity Number: 306122

2. How we collect your information

Information about you will be collected by YHA (England & Wales) in a number of ways: 

•    When you book accommodation
•    When you join as a member
•    When you donate 
•    When you volunteer
•    When you contact us
•    When you take part in surveys, events and competitions
•    When you use our websites
•    When you interact with us through social media or email
•    When you book our accommodation through third party websites
•    When you are involved in an accident or incident at one of our properties

3. What personal information we collect

YHA (England & Wales) may collect the following types of personal data about you:

•    Name and contact information (address, email and telephone number)
•    Gender
•    Date of birth
•    Payment details
•    Identification details, such as your passport
•    Medical information
•    Details of other people associated with a booking or membership
•    Information relating to your online interaction with YHA (England & Wales), for example the pages you visit on our websites, your IP address, device and browser type, as well as social media interactions

4. How we use the information we collect

We use your personal information in the following ways:

•    To confirm and remind you of your reservations
•    To provide the services you have requested
•    To manage your volunteering and membership
•    To record and thank you for your donations
•    To record your interactions with us
•    To contact you by email, post, text message or phone with relevant communications about our products and services, such as newsletters, surveys, promotions and charity appeals
•    To personalise the services and communications we offer to you 
•    To help inform and improve the relevance of our online advertising
•    To analyse data so that we can better understand customer and supporter behaviours, trends and the impact of our activities 
•    To inform future product and service development
•    To record any accidents or incidents that you may have been involved in or witnessed at one of our properties

Where we process your personal information it may be held by YHA (England & Wales) or by trusted third party companies which processes it on our behalf.

Please also read our Cookie Policy and our website terms and conditions

5. How long we keep your information

We retain your personal information for as long as it is needed to fulfil the service you requested. In some cases we must retain it in order to meet our legal obligations for reporting (for example, retaining financial records for up to seven years). 

When your information is no longer required we will delete it securely.

We may retain information about customers whose conduct has been anti-social or breached our policies, for the purpose of restricting those customers’ future use of our services.

6. How we keep your information safe

We follow good security practices (including appropriate technical and organisational measures) in the processing, storage and disclosure of information which you have given us. We monitor your information where practical to do so to check that it is accurate and up to date.

Our security procedures mean that we will need to confirm your identity before we are able to discuss your membership, bookings or other queries. 

YHA (England & Wales) will never ask you to send online passwords, credit card or bank details by email.

7. Information about young people

We welcome children and young people to our hostels and to our online services, and we take extra care when handling information about young people, for example Summer Camps. However, our online bookings, membership, donation and purchasing services are intended for users aged 16 years and over, so please do not use these if you are under 16 years old.

If you provide information to us about children under 16 years old, then you confirm that you are the parent or legal guardian, or have the consent of the parent or legal guardian. 


We use Closed Circuit Television (CCTV) at some of our properties, and you may be recorded when you visit them. We use CCTV in order to help protect YHA guests, employees and visitors, and to protect YHA’s premises from criminal activities. CCTV footage will only be viewed when necessary – for example to detect a crime. 

We comply with the ICO’s Code of Practice on the use of CCTV.

9. Disclosing your information to other organisations

Some of our hostels are operated by organisations other than YHA (England & Wales). Where you make a booking or enquiry about those hostels, we will pass your information on for the purpose of providing the services or information you have requested.

We may use trusted third parties to process your information on our behalf and when we do, appropriate data privacy contracts will be in place. We will only transfer your personal information on the understanding that the third party has undertaken to us that they have in place adequate technical and organisational measures to protect that information.

The data that we collect from you may be transferred to, processed or stored at, a trusted third party destination outside the European Economic Area (“EEA”).

We may release your information to the police or other authorities where we are under a legal obligation to do so.

We may engage with trusted third parties to analyse data about our customers, supporters and website users in order to provide us with greater insight into customer and supporter behaviour for the purpose of informing future developments.

We may also provide anonymous statistics to reputable third parties for the purpose of analysis. These statistics will not include any personal information.

10. Your rights

You may, at any time:

•    Ask us what information we hold about you and what we are doing with it
•    Request copies of the information we hold about you
•    Ask us to correct your information if it is inaccurate
•    Request that we delete your information
•    Ask us to change the way we process your information
•    Object to our processing of your information
•    Change how we communicate with you

You will need to make your request in writing (email or post) to the address below, and you will be required to prove your identity before a personal data request is actioned.

If you want to unsubscribe from YHA emails, you will find an unsubscribe link on the footer of our emails. A link is also provided to our email preference centre, which allows you to determine what kind of content you want to receive from YHA (England & Wales) in the future.

11. How to get in touch

If you have any questions about this Privacy Notice or wish to exercise your data privacy rights, please contact us as follows:

Email us: [email protected]

Write to us:

Data Protection Team
YHA (England & Wales), Trevelyan House, Dimple Road, Matlock, DE4 3YH

Company Registration Number: 282555
Registered Charity Number: 306122
Registration Number with ICO: Z6434257