Citizens Advice South East Staffordshire Privacy Policy

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 anyone

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 Privacy 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.

How Citizens Advice South East Staffordshire collect your data

We collect your personal details and get your permission to store these details through completion of the ‘Client Permission and Consent Form’, which we ask you to complete when you first contact Citizens Advice South East Staffordshire.

Depending on what we are helping you with, we may ask you to complete a checklist or form for you to provide specific information so that we can help you with your case.

What Citizens Advice South East Staffordshire ask for

To find out what information we ask for, see our national Citizens Advice Privacy Policy.

How Citizens Advice South East Staffordshire use your information

To find out how we use your information, see our national Citizens Advice Privacy Policy.

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. We will only do this with your consent.

How Citizens Advice South East Staffordshire store your information

Whether you get advice face to face, over the phone, or by email, our adviser will log all your information, correspondence, and notes about your problem into our secure case management systems and secure paper filing systems. Some of your information might also be kept within our secure email and IT systems.

How Citizens Advice South East Staffordshire share your information

To find out how we use your information, see our national Citizens Advice Privacy Policy.

Contact Citizens Advice South East Staffordshire about your information

If you have any questions about how your information is collected or used, you can contact our office.

  • Telephone: 01543 250566 (this number is not an advice line)
  • Email: office @

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’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 website.

Evolve Project

We are pleased to be a part of Evolve, a programme in Staffordshire that helps people with multiple barriers to regain their confidence and move closer to the jobs market.

Evolve can support anyone who is:

  • Aged 16 years and over
  • Unemployed
  • Economically Inactive (including those not working who are claiming benefits)
  • Has complex needs/multiple barriers which are impacting on being able to enter paid employment
  • Requires support to fully and independently engage in existing services
  • Living in Lichfield District, Cannock Chase, Tamworth or East Staffordshire

Our friendly team can help these individuals to:

  • Engage in a range of activities to improve their work readiness
  • Move into education and training
  • Search for employment opportunities.

This will be supported through:

  • In depth specialist advice and assistance
  • Budgeting and financial capability training
  • One-to-One Mentoring
  • Information, Advice and Guidance
  • CV and Application Form Support
  • Job Search Support
  • In house volunteering opportunities

The project enables people to move forward in their lives, equipping them with confidence and motivation.

For more information on the project, contact us .

The Evolve project is funded by the European Social Fund and the National Lottery Community Fund.

We're still here for free advice and help!

Latest Service Update

Our offices remain closed at this time, but our volunteers and employees are still working hard to help you.

We provide free, confidential and independent advice on issues including debt, welfare benefits, consumer, housing and employment.

You can get in touch by calling our Advicelines, or sending us an email. We will be happy to assist you!


You can call our Adviceline:

0808 278 7977

Our extended opening times are as follows:

  • Monday 9.00-2.00
  • Tuesday 9.00-2.00
  • Wednesday 9.00-2.00
  • Thursday 9.00-2.00
  • Friday 9.00-2.00

Calls are free from landlines and mobiles.

Help to Claim

For help with Universal Credit in initial claim, call the Help to Claim Line:

0800 144 8 444

You can find advice, or chat to an Adviser through the Citizens Advice website.

Send an Email

You can send us an email.

Face to Face sessions

All of our walk in sessions at our offices and outreach venues, have been suspended until further notice.

This is due to the current public health situation.

Useful contacts

For online advice on many issues, including benefits, work and travel issues due to Coronavirus, visit the Citizens Advice website.

For NHS advice and information regarding Coronavirus symptoms and self isolation, visit the NHS website.

For details of local community support groups who can help people who are self isolating, visit the Support Staffordshire website.

We are doing our very best to help as many local people as we can during this situation. We thank you for your co-operation, patience and support. Stay safe.

Clicking on any link below opens up a window directly connected to the national Citizens Advice web site. To return to our site, you need only to close that window.

Helpful Information