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.
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
How Citizens Advice South East Staffordshire 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. 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
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 @ casestaffs.org.uk
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.