Privacy Policy

We take your privacy seriously!

At Marwell Wildlife, all personal data that we collect about you will be recorded, used, and protected by us in accordance with data protection legislation and the following Privacy Notice. This Notice was updated in January 2024; make sure you check back for updates from time to time.

Marwell Wildlife is registered with the Information Commissioner’s Office and conforms to the General Data Protection Regulation 2018. Marwell Wildlife is also registered under the Data Protection Act 1998 and all personal data submitted is treated in accordance with the Act. Information about your entitlements under the Data Protection Act is available on www.gov.uk/data-protection.

The following Notice is issued by Marwell Wildlife hereinafter referred to as “Marwell”. Registered charity no. 275433, Company No. 1355272, registered office: Marwell Wildlife, Colden Common, Winchester, Hampshire. SO21 1JH.

Marwell is the Data Controller under the GDPR for the purposes of this Notice.

This Privacy Notice explains our data processing practices and your options regarding the ways your personal data is used by us. Please contact us at marwell@marwell.org.uk if you have any requests regarding your personal data or any questions with regards to our processing and methods.

Personal Data Collected

Marwell respects the need to maintain privacy and the protection of personal data. We make every effort to ensure that the personal data received and the use of our website and app is secure and non-intrusive.

Examples of some of the types of information we may collect and hold are as follows:

  • Full name and title
  • Birth date
  • Postal address
  • Telephone number(s)
  • Email address
  • Photo of you (only applicable to Members)
  • Bank or credit card details (if you purchase something from us or donate to us)
  • Records of your correspondence with us
  • Records of your purchases from us
  • Donations and Gift Aid details
  • Information you enter into our website and app and details about how you use the website and app
  • Dietary, accessibility and mobility information
  • CCTV footage of those visiting Marwell Zoo
  • Photographs and digital images

Other data we collect, hold and process, where appropriate and relevant, include;

  • details of why you have decided to support or contact us and how you may have heard about us and the work we do
  • details of how you would like to be involved
  • personal data about you that will enable us to be more precise in what we send you or how we approach you, for example if you have a favourite animal or area of interest
  • sensitive personal data also known as special categories of data (e.g. in relation to your health), with your explicit consent, for reasons of substantial public interests or where necessary for the establishment, exercise or defence of legal claims

Why We Collect Personal Data

Marwell Wildlife’s conservation work is only possible thanks to the generosity of our supporters. If you’re curious, we use your personal data for the following purposes:

  • To provide you with information, products and services in the usual course of our business, for example admission to the zoo, tickets to specific events we run, merchandise including adoptions and animal experiences, administer membership or to tell you about our work and fundraising.
  • To provide you with information which we feel may interest you. This can include newsletters, updates, fundraising campaigns, special events, voluntary surveys or questionnaires, volunteering opportunities and details of any promotions or competitions we are running.
  • To keep a record of our relationship with you.
  • To analyse and understand how people use our website and app so that we can improve and personalise the experience.
  • To administer and process any payments you make for products, services and charitable donations, including admission to the zoo and our ability to claim Gift Aid.
  • To carry out market research including audience profiling.
  • To help develop and target our fundraising activities and gain a better understanding of our supporters. In this case we may also estimate their gift capacity, based on their visible or known assets, history of giving and how connected they are to our cause.
  • To process your application if you have applied to work or volunteer at Marwell Wildlife.
  • To collect Image Rights if you are included in a photograph and have granted us permission to use the photograph for marketing or PR purposes.

How We Collect Personal Data

There are a few times in our relationship with you that we collect information about you:

When you provide it to us directly

You may give us your personal data in a number of ways: to receive information from us; visit our facilities; purchase products or services from us (including membership and adoptions); make a donation, including Gift Aid; take part in an event or volunteer with us. You may also provide information when you enter a competition or complete a survey or otherwise engage directly with us online.

When someone else provides us with your personal data

In certain circumstances your personal data may be shared with us by others, for example by individuals purchasing a gift of membership or an adoption on your behalf, when you donate using a third-party platform such as JustGiving, or when you enter a competition or prize draw with an organisation working jointly with us.  Where this data has been shared with us, we have a lawful basis and legitimate interest to process this personal data so that we can administer the relationship between us.  In all cases our legitimate interest to process the personal data is not outweighed by your rights and freedoms as a data subject.

When it is available publicly

To gain a better understanding of you, improve our communications and fundraising approaches we occasionally combine the personal data you provide to us with data available from external publicly available sources such as Companies House, newspapers and journals and internet searches. Depending on your privacy settings for social media we can also access personal data from those account or services. We will only collect information using publicly available sources where there is a legitimate interest and we are confident that it will not affect your rights.

When you use our website, app or free PUBLIC wi-fi

You give us personal data when you register to use our website and/or our app, enter a competition, promotion or survey online and when you report a problem with our site. The personal data you give us may include your name, address, email address, phone number, date of birth, gender, personal description and photograph. Personal data sent from your machine to our web server is encrypted using the latest SSL technology.

If you use any of our digital platforms, including the Marwell website, Marwell Zoo app or our free PUBLIC WiFi around the park, we may collect the information from you.  We may use this information to improve your user experience and allow us an insight into how our guests use and navigate our digital facilities and park.

We use “cookies” to identify you when you visit our website and digital products to help us understand our website users and enable us to improve your user experience. You can view our Cookie Policy towards the end of this document.

Our website uses Google Analytics, a web analysis services by Google LLC, 1600 Ampitheatre Parkway, Mountain View, CA 94043, USA (“Google”). In addition, our website uses Google AdWords conversion tracking and Google remarketing and Google Signals, which are also services by Google.

Through Google Analytics

Google Analytics uses cookies and similar technologies to analyse and improve our website based on your usage behaviour. Google AdWords conversion tracking and Google remarketing also use cookies and similar technologies in order to measure the performance of our advertisements (AdWords campaigns) and to show you individualised advertising messages on websites that collaborate with Google. Google Signals compiles for us multi-platform data reports on Google users that have enabled personalised advertising in their Google accounts.

If you have enabled personalised advertising in your Google account, Google will be able to prepare data models and reports on website habits, which show for instance on which device you first clicked on an advertisement and on which device any eventual purchase took place. These data models and reports are based on random samples and are pseudonymised to ensure anonymity, which means that we are unable to draw any conclusions as to the identities of the individual Google users.

You can prevent these tracking procedures in several different ways:

  1. by adjusting your browser settings accordingly, in particular by suppressing third-party cookies;
  2. by turning off personalised ads by Google using the following link: https://myadcenter.google.com/;
  3. by deactivating the interest-based ads of companies that are part of the About Ads self-regulation campaign using the link https://www.aboutads.info/choices, whereby this setting is cancelled when you delete your cookies.

You can find further information about data privacy at Google here: https://policies.google.com/privacy?hl=en .

We have a page for links https://www.marwell.org.uk/links/ as well as various other links throughout the Marwell website. These links and websites are out of our control and are not covered or included in this Privacy Notice. Their policy may not be the same as ours and we cannot control what information is stored and used by them.

Non-personal Information

Non-personal information is also collected on the Marwell website and on the Marwell Zoo app. This information does not identify you as an individual but allows us to monitor and improve our digital services. Non-personal information includes records on the pages accessed on our website and files downloaded. It also includes the pages you view on the Marwell Zoo app and your location when you view them.

The following are not personalised and are available through our web analytics platform only:

  • How you navigated, or were referred, to our site.
  • How you use our digital presence. This includes any links you click on an individual page, resource downloads or website searches. We can also see how much time is spent on a page.
  • If you have interacted with any videos or other media, including how long you watch a video for and how many times.
  • Any information you have submitted to complete online forms.
  • Your device type, including browser, versions and plug-ins, and your operating system. This can also include the location you view our website or e-newsletters from.
  • The device used to download and explore the Marwell Zoo app. This allows for location tracking around the park to tailor tours and push notifications.

Our Legal Grounds for Processing Your Personal Data

We are processing your personal data on the following grounds:

  1. The processing is necessary for the performance of the contract (your membership, adoption, animal experience or event booking) between you and us;
  2. The processing is necessary for us to comply with our legal obligations;
  3. The processing is necessary to protect your vital interests or the vital interests of another person;
  4. The processing is necessary for achieving our legitimate interest. In accordance with data protection law, we have carefully weighed your interests and fundamental rights and freedoms against our interest to process your information and are satisfied that we are justified in processing your information for this purpose

Legitimate Interests

Our legitimate interests include raising funds for a wide range of activities to support our charitable objectives. We also have a legitimate interest in publicity and campaigning in order to support these objectives, and for undertaking due diligence to establish the provenance of donations that are made, or may be made, to us.  We also rely on our legitimate interests for the proper administration of Marwell Wildlife, and to manage the operations of Marwell Zoo.

When we process your personal data to achieve such legitimate interests, we consider and balance any potential impact on you (both positive and negative), and your rights under data protection laws.

Stay Up To Date

As the majority of our information, updates, competitions and news is sent straight to your inbox (if you have opted-in to receive email correspondence from us), we want to ensure you don’t miss a thing. If you wish to unsubscribe from emails from Marwell, please contact us on marwell@marwell.org.uk or opt out on https://www.marwell.org.uk/zoo/keep-in-touch/register.  You can also keep up to date with our Zoo News on the website.

If you opt-in to SMS communications during your online day ticket booking, we may use your mobile number to contact you with updates before, throughout and up to 14 days after your visit. As stated above, if you do not wish to receive these communications simply leave the opt-in box blank when completing the form.

Occasionally, and only with your prior permission, we may also send communications by post or contact you by telephone. If you wish to opt out of these communications, please contact marwell@marwell.org.uk


We will never sell your personal data – not under any circumstances.

Marwell Wildlife and Marwell Services Ltd. shares your personal data between themselves, so if you have given your information to Marwell Wildlife then this can be shared with our trading company – Marwell Services Ltd.

Whilst we allow relevant staff, consultants and/or external third-party service providers acting on our behalf to access and use your personal data for activities we have described in this policy (eg to provide services or products to you, deliver mailings, to analyse data and process payments), we only permit them to use the data to deliver relevant information, goods or services. Where we employ the services of a third-party processor, we promise to have reviewed their privacy policies and security arrangements and to conduct the necessary risk assessments. We also enter into a Data Processing Agreement to ensure that the third party is as committed to the security of our personal data as we are.  View the up-to-date list of third party service providers.

In certain circumstances, we receive your details from charitable giving platforms in accordance with a particular platform’s privacy policy. For example, where you donate to Marwell Wildlife through an online platform such as JustGiving, they may then give us your address so that we can write to you and say thank you. Please review any such policies before giving your data to these platforms, to ensure that you are happy for your data to be shared in this way.

To the best of our knowledge, understanding and belief, your information will not be transferred outside of the European Economic Area unless there are adequate safeguards in place.

Personal Data Retention

We only keep your personal data for so long as it is reasonably necessary. When setting our data retention periods, we consider the amount, nature, and sensitivity of the personal data we hold, the potential risk of harm from unauthorised use or disclosure of the personal data and the purposes for which we process the personal data, including whether we can achieve those purposes by other means. We also take into account our other legal obligations to keep or securely dispose of personal data. For example, if you have declared gift aid, HMRC require us to store your name and address for seven years.

When we no longer need to retain your information, we will ensure it is securely deleted or disposed of.

For more information regarding our data retention periods, please contact marwell@marwell.org.uk

Security of Information

We always make sure your personal data is safe and secure with us at Marwell. When you make an online booking and submit your credit card details to us, we use a secure payment gateway with encryption technology to guard your information. With regards to any paper-based systems that remain intact at Marwell, we ensure the highest security systems are in place to keep your information secure.

Your Rights

Under data protection law you have the following rights:

  1. The right to access a copy of your personal data which we hold. This is called a ‘subject access request’;
  2. The right to prevent us processing your personal data for direct marketing purposes. You can exercise your right to prevent such processing or to withdraw your consent by using any of the methods explained above;
  3. The right to object to us processing your personal data in certain other situations;
  4. The right, in certain circumstances, to have your personal data rectified, blocked, erased or destroyed if it is inaccurate; and
  5. The right, in certain circumstances, to claim compensation for damages caused by us breaching data protection law.

From 25 May 2018 you have the following additional rights under data protection law:

  1. Enhanced rights to request that we erase, rectify, cease processing and/or delete your personal data; and
  2. In certain circumstances, the right to request the personal data we hold on you in a machine readable format so that you can transfer it to other services.

You also have the general right to complain to us (in the first instance) and to the Information Commissioner’s Office (if you are not satisfied by our response) if you have any concerns about how we hold and process your information. Our contact details are set out below. The Information Commissioner’s Office website is www.ico.org.uk.

Cookie Policy

Cookies are small pieces of data given to your browser by a website which may be stored as text files in the cookie directory of your computer. Cookies are not programs and cannot collect information from your computer. They do not damage your computer and are defined as “a piece of text stored on a user’s computer by their web browser. A cookie can be used for authentication, storing site preferences, shopping cart contents, the identifier for a server-based session, or anything else that can be accomplished through storing text data” (source: Wikipedia, 2011). You can find out more about the way cookies work here. (https://ico.org.uk/for-the-public/online/cookies/)

Each website may send cookie data to your browser which may save it if your browser’s preferences allow it to do so. To protect your privacy your browser only returns a cookie to the website that sent you the cookie and does not send it to any other website. A website cannot access your cookie directory or information on your computer, instead relevant cookies are included by your browser within each request you make to the website. A website can only obtain cookie data that your browser sends to it. If you want to turn off all cookies please see the following links:

  • Safari
  • Chrome
  • IOS
  • Android

You can also delete cookies at any time; please check your browser settings.

Cookies are only used on this site to hold data from one page to another. They are not used to store personal information. You do not have to accept cookies and you can change the settings within your browser to accept all cookies, reject all cookies, reject cookies from certain websites, notify you if a site is requesting to set a cookie, and various other options.

Switching off cookies will still allow you to view the majority of content on our site, however, it will prevent you logging in (e.g. for adopters) and so accessing additional information. It will also stop us remembering you if you ask us to do so, and may restrict your use of our interactive tools and of some services available through linked sites.

Changes to Our Privacy Notice

Any material changes we may make to our privacy notice in the future will be uploaded to our website.


Questions, comments and requests regarding this privacy policy are welcomed and should be addressed to our Data Protection Officers at Marwell Wildlife, Thompsons Lane, Colden Common, Winchester, SO21 1JH or email marwell@marwell.org.uk