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Privacy policy | Ask Robin

Last updated: 15 October 2026

This policy explains how Memory Robin Ltd uses information when you use Ask Robin, our free directory of grief and bereavement support. It is written to be read in a few minutes. If anything is unclear, email hello@memoryrobin.com.

Who we are

Memory Robin Ltd is the controller of the information described here. We are a company registered in England and Wales, company number 17145244. Our registered office is Suite 47, Harrogate Business Centre, Hammerain House, Hookstone Avenue, Harrogate, HG2 8ER. We are registered with the Information Commissioner's Office, registration number ZC130820. You can contact us at hello@memoryrobin.com.

The short version

You can use Ask Robin without telling us who you are. We do not store the words you type or your full postcode. We keep anonymous counts so we can see what people need and where support is missing. We do not use advertising or tracking tools. If you join the waitlist or get in touch, we keep the details you give us so we can reply, and nothing more. We never sell your details.

Searching for support

You can search in two ways: by describing what has happened in your own words, or by browsing and ticking what fits. You never have to describe anything; browsing works without it.

Your postcode. We use it for that one search, to find services near you and work out how far away they are. To do this, the postcode is sent to postcodes.io, a free public service run by Ideal Postcodes, which turns it into a map point. We do not store your postcode. We keep only the first letters (for example "LS" for Leeds) as part of anonymous counts.

What you describe. What you write about a death, and about how you are feeling, can include information about your health and about people close to you. We treat it with special care. We only use it to find services that match, while you wait. It is not stored, not logged and not used to train any AI model. We remove email addresses and phone numbers from what you type before Robin uses it. Please leave out names and anything that could identify you or anyone else.

Because this can include sensitive information, such as your health or the death of someone close to you, we only use it with your explicit consent. You give it when you press Find support, under the line that explains how Robin uses what you share. If you would rather not, you can browse instead.

How Robin uses AI

When you describe what has happened, Robin uses a small artificial intelligence model to understand your words and match them to the services most likely to help, even if those services describe themselves differently. This model runs inside our own system, hosted by our database provider. Your words are not sent to any outside AI company.

Robin does not use a chatbot to write its replies. What Robin says to you is written in advance by our team and chosen by rules, so it is never made up on the spot. Robin is an automated tool, not a person. The AI only helps sort and suggest services; it does not make decisions about you.

What we count

We count, without any personal information:

  • the kind of help people look for, and the kind of death, as Robin understood it (for example "a parent died", "counselling")
  • the age group, if one was chosen
  • whether Robin showed crisis contacts first
  • the first letters of the postcode
  • which filters are chosen, and which services are opened, called or visited
  • whether people tell us they found what they needed.

These counts never include anything you typed, your full postcode, or anything that identifies you or your device. We use them to understand what people need, to find gaps in support and to improve the directory.

After a search, Robin may ask whether you found what you needed. If you answer, we count yes or no and, if no, the one reason you pick from a short list. You never write anything in your own words there, and the answer is not linked to you.

Keeping the page safe

To stop the page being misused, each time you use Ask Robin our system turns your internet connection address into a scrambled code, using a secret key that changes every day. We can't read your address from the code. We use it only to limit how many searches and messages come from one connection, and to count roughly how many people used Ask Robin each day. The code, and a random code from your browser used for the same daily limit, are deleted automatically within 48 hours. Our lawful basis is our legitimate interest in keeping a free service safe and working for everyone.

Your browser also remembers services you save and your display settings (text size, Day or Night). These stay on your device. We do not use cookies, advertising, analytics or social media tracking. The storage we use is only what is needed to run the page safely and as you have asked.

Like almost every website, the companies that host Ask Robin (Lovable, which hosts the page, and Supabase, which runs our search) keep standard technical logs of visits, including your internet address and the type of browser you use. These are used only to keep the service running and secure, and Supabase deletes them after 7 days. They never include what you type or your postcode.

Joining the waitlist and getting in touch

If you join the waitlist for the Robin app, we collect only your email address. If you ask about a pilot, ask for a service to be listed, or send us a message, we collect what you enter: your name and email address, and, if you choose, your role, organisation, phone number, the first letters of your postcode and a message.

We use these details only to do what you asked: to email you once when the Robin app is ready, or to reply to you. Messages are sent to our team through our Microsoft 365 account. Our lawful basis is your consent, which you give by ticking the box. You can withdraw it at any time by emailing hello@memoryrobin.com, and we will delete your details.

The services listed

The directory lists support run by other organisations: charities, hospices, NHS and council services, government services, community interest companies, and businesses such as funeral directors, solicitors, counsellors and celebrants. We gather their details from public sources: charity and professional registers, official websites, and the organisations' own published information. Where we have checked a professional register, the listing says which one. This shows they are registered, not how good the service is.

We check websites regularly, but details change. Please check with the service before relying on them. When you contact a service, its own privacy policy applies. Listing a service is not a recommendation.

If you run a listed service and want your details corrected or removed, email hello@memoryrobin.com and we will do it promptly. Where a listing names a person (for example a sole trader), we hold their published business details on the basis of our legitimate interest in helping bereaved people find support, and they can object at any time.

Who helps us run Ask Robin

We use a small number of providers, each under a contract that requires them to protect your information:

  • Supabase, which runs our database, our search and the small AI model Robin uses, in London (United Kingdom).
  • Lovable, which hosts the Ask Robin web page.
  • Microsoft 365, which carries emails sent from the page to our team.
  • postcodes.io (Ideal Postcodes), which turns a postcode into a map point for that one search and receives nothing else from us.
  • Anthropic, whose AI assistant Claude helps our team produce usage reports from the anonymous counts. It never receives what you type into Ask Robin.
  • Netlify, which hosts our main website, memoryrobin.com. If you reach this page through a link or QR code on memoryrobin.com, Netlify passes you on to it and sees your connection for that moment.

If any of them handles information outside the UK, we make sure appropriate safeguards are in place, such as the UK International Data Transfer Agreement or an adequacy decision.

How long we keep things

  • What you type: not kept at all.
  • Connection and device codes: deleted within 48 hours.
  • Hosting providers' technical logs: deleted by Supabase after 7 days; Lovable and Netlify keep their own security logs under their own policies.
  • Anonymous counts: kept while they help us understand where support is needed. They contain no personal information.
  • Waitlist and contact details: kept for 24 months after our last contact with you, then deleted, unless you ask us to delete them sooner.

Young people

Ask Robin is designed for adults, but we know young people may use it too, so we have built it to be safe for them: we do not ask for your age, we do not track you, and we do not keep what you type. If you are under 18 and need to talk to someone, you can call Childline free at any time on 0800 1111, or text SHOUT to 85258.

Your rights

Ask Robin does not keep what you type into the search, and you don't need to give your name to search. We count searches without storing the words. Items you save stay on your own device. If you sign up for updates, we keep your email address. If you send us a message through Get in touch, we keep your name, email address and message so we can reply. You can ask to see, correct or delete that information, or withdraw your consent, at any time by emailing hello@memoryrobin.com, and we will reply within one month.

If you are unhappy with how we have handled your information, please tell us first so we can put it right. You can also complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.

If you need help now

Robin points you to support. It is not a counsellor or an emergency service. If you are struggling, you can call Samaritans free at any time on 116 123. If someone is in immediate danger, call 999. If you work in a school or another organisation, Robin does not replace your own safeguarding procedures.

Changes to this policy

If we change how we use information, we will update this page and the date at the top.