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:
- only access it when we have a good reason
- only share what is necessary and relevant
- don’t sell it to commercial organisations
We need to record information about you to help with your enquiry. We have a legitimate interest to do this.
We need your explicit consent to use some information, including your ethnicity, religion, health conditions, sexual orientation, and trade union membership. If you agree, we’ll use this information, which is known as ‘special category personal data’ to:
- give you advice
- help us gather data to improve our service
- support our research in a way that you can’t be identified
We’ll make sure all your information is kept safe in our secure case management system.
How Citizens Advice Pennine West share your information
We store your information on our secure systems for example our case management system called Casebook.
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 e.g. Department for Work and Pensions. We will only share your information with other organisations when it is necessary and relevant e.g. with referral agencies or our funders or organisations to whom we send client data, as part of casework.
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:
- to comply with the law - for example, if a court orders us to share information. This is called ‘legal obligation’
- to protect someone’s life - for example, sharing information with a paramedic if a client was unwell at our office. This is called ‘vital interests’
- to carry out our legitimate aims and goals as a charity - for example, to create statistics for our national research. This is called ‘legitimate interests’
- for us to carry out a task where we’re meeting the aims of a public body in the public interest - for example, delivering a government or local authority service. This is called ‘public task’
- to carry out a contract we have with you - for example, if you’re an employee we might need to store your bank details so we can pay you. This is called ‘contract’
- to defend our legal rights - for example, sharing information with our legal advisors if there was a complaint that we gave the wrong advice
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.
This page covers how we, as your local charity, handle your information locally in our offices.
Contact Citizens Advice Pennine West about your information
If you have any questions about how your information is collected or used, you can contact our office - email: firstname.lastname@example.org
You can contact us to:
- find out what personal information we hold about you
- correct your information if it’s wrong, out of date or incomplete
- request we delete your information
- ask us to limit what we do with your data - for example, ask us not to share it if you haven’t asked us already
- ask us to give you a copy of the data we hold in a format you can use to transfer it to another service
- ask us stop using your information
Who is responsible for looking after your personal information
Citizens Advice Pennine West use a system called Casebook to keep your personal information safe. We are the 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 website.
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