At Citizens Advice we collect and use your personal information to help solve your problems, improve our services and tackle wider issues in society that affect people’s lives.
We only ask for the information we need. We always let you decide what you’re comfortable telling us, explain why we need it and treat it as confidential.
When we record and use your personal information we:
At times we might use or share your information without your permission. If we do, we’ll always make sure there’s a legal basis for it. This could include situations where we have to use or share your information:
We handle and store your personal information in line with the law – including the General Data Protection Regulation and the Data Protection Act 2018.
You can check our main Citizens Advice policy for how we handle most of your personal information.
How we collect your data
You give your permission for us to collect your data by:
What we ask for
How we use your information
Working on your behalf
When you give us authority to act on your behalf, for example to help you with a Universal Credit claim, we’ll need to share information with that third party.
How we store your information
Paper records are kept in locked cupboards. We also securely store information electronically.
How we share your information
We may share your information with third parties, partner organisations and funders for the services we deliver. We will obtain your explicit written or verbal consent to do this when you consult us about your problem.
Who’s responsible for looking after your personal information?
The national Citizens Advice charity and your local Citizens Advice operate a system called Casebook to keep your personal information safe. This means they’re a ‘joint data controller’ for your personal information that’s stored in our Casebook system.
Each local Citizens Advice is an independent charity, and a member of the national Citizens Advice charity. The Citizens Advice membership agreement also requires that the use of your information complies with data protection law.
You can find out more about your data rights on the Information commissioner’s office.
Contact your local citizens advice office about your information
Please contact your local office if you would like to: