Privacy policy


In accordance with data protection laws, Pain Concern will only collect, process and store information we have openly collected from you and with your consent. Your details will be held only by Pain Concern and will not be made available or shared with any third party, except where otherwise stated, or when required by law.

If you are under 18, please make sure that you obtain your parent/guardian’s permission beforehand whenever you provide personal information. Users without this consent are not allowed to provide Pain Concern with personal information. We reserve the right to publish comments or feedback received from readers, listeners or visitors to the website. In which case we will not publish any identifying information beyond that received with your submission. Should you wish to remain anonymous you should state this explicitly along with your submission.


During the course of any visit to the Pain Concern website the pages which you see, along with something called a cookie, are downloaded to your computer. Most, if not all, websites do this, as cookies allow the website publisher to do useful things like find out whether the computer (and probably its user) has visited the site before. This is done on a repeat visit by checking to see, and finding, the cookie left there on the last visit. By visiting the site, you are agreeing to the use of cookies.

Any information that is supplied by cookies can help us to provide you with a better service and assists us to analyse the profile of our visitors.

When you enter a site your computer will automatically be issued with a cookie. Cookies are text files which identify your computer to our server. Cookies in themselves do not identify the individual user, just the computer used. Many sites do this whenever a user visits their site, in order to track traffic flows.

Cookies themselves only record which areas of the site have been visited by the computer in question, and for how long. Users have the opportunity to set their computers to accept all cookies, to notify them when a cookie is issued, or not to receive cookies at any time, although this of course means that certain personalised services cannot then be provided to that user.

Even assuming you have not set your computer to reject cookies, you can browse our site anonymously.

Membership and subscription

When you subscribe through the website, your credit/debit card details are handled by PayPal and we do not receive or store them. Any payment transactions will be encrypted using SSL (Secure Sockets Layer) technology as they are processed by PayPal on PayPal’s secure server.

When paying by card over the phone or by submitting a form through the post, we receive your payment details but once they are entered into PayPal’s system, we do not store them.

Your name and contact details are received and stored by Pain Concern at our offices in Edinburgh,  Newcraighall Road in order to be able to fulfill your membership/subscription.

Under the Data Protection laws any personal or confidential information disclosed shall not be made available to any third party (unless required by law to do so).

If you wish to subscribe to our Airing Pain newsletter, you can do so by entering your email address and name on our website, or you can email: You can unsubscribe from this list permanently by clicking on the unsubscribe link at the bottom of each newsletter, or by emailing us at with the subject heading “Unsubscribe from e-newsletter”.

Once your membership /subscription runs out we will contact you to ask if you wish to renew it. If we obtain no response within 6 months we will delete your contact details from our members/subscribers list and you will not receive the newsletter.

For financial record keeping, forms containing your contact details and the amount you have paid may be retained for approximately 7 years.

For any queries, you can contact us on 0131 669 5951, send an email to  or write to us at:

Pain Concern

62-66 Newcraighall Road


EH15 3HS


If you contact us, we may keep a record of that correspondence.

You have the right to request a copy of the personal information which Pain Concern holds about you and to have any inaccuracies corrected. (We charge a fee for information requests.)


Helpline: Record Keeping and call monitoring

Like all Helplines we keep anonymous data to help us with our fundraising, campaigns, information and strategic planning. Some data is used to inform the medical community or politicians about the sorts of help and services needed in the pain community. This information will never include any identifiable information about individuals without their prior and explicit written consent.

  • We keep a short record of all calls, so that we can get a clearer picture of the calls we receive and to help us provide better support
  • We gather quantitative and qualitative data of the emails we receive
  • We don’t keep a record of your name or your phone number
  • No personal or identifiable information is shared outside the helpline team
  • We share information with our funders about the number and types of calls that we receive, but do not share any information that could identify you. This lets us access funds that keep the helpline open and able to take calls
  • Any specific identifiable example of an individual’s case will not be quoted unless free, prior and explicit consent is given
  • Any information gathered or obtained is held securely and password protected, we do not keep hard copies of any identifiable information
  • When you call the Pain Concern helpline we collect Calling Line Identification (CLI) information. We use this information to help improve its efficiency and effectiveness and gather anonymous data for statistical purposes. No one outside the Pain Concern Helpline management team has access to this information.