Privacy Notice
How we use your data for advice
This section covers how we use your data to provide you with advice.
For general advice and nationally funded advice programmes please see the national Citizens Advice privacy notice.
How we collect your information
When we provide advice we either collect this data directly from you or receive it through a referral from a partner organisation.
We will collect this data in different ways depending on how you approach our service, including:
- face to face – for example by discussing your situation with an advisor
- completing a form – this could be a digital form or paper form
- over the phone – for example by calling Adviceline or a local office directly
- webchat
We also receive information from partner organisations through referral mechanisms. Where you are referred to us, you should be advised that you are being referred as well as what information we will be provided by our referral partners.
What information we collect
To support your enquiry we collect information about you and your circumstances. You can choose which information you give us, but not providing certain information may limit the advice we can give you.
This may include:
- your name – you can ask to remain unnamed but this may limit the advice we are able to provide
- contact details such as your address, phone number and email address
- profile information such as your date of birth and whether you have any accessibility requirements
We will also collect any information about your issue which could help us provide you with advice which can include:
- information about your finances – for example your income, expenditure, debts, benefits or pension
- credit reports – we may get copies of your credit history with your permission
- details of the products or services you are having issues with
- details of your housing such as your rent, mortgage and housing conditions
- information about your health or disability
- details of any discrimination you face
If you contact us by phone we will also record the phone call for training and monitoring purposes.
You may also be asked to provide demographic information at your advice session. This will not affect the advice you receive and will be used to understand more about our service. For more information see the section on statistical processing.
What we use your information for
To find out how we use your information, see our national Citizens Advice privacy policy. The main reason we ask for your information is to help solve your problem.
We use the information you give us to:
- provide you with advice, guidance and information
- stay in touch with you about the advice we are providing
- help with applications such as a debt recovery order or benefit claim
- training our staff and volunteers
- assess the quality of our advice
- investigate complaints or claims
- get feedback from you about our services
- help us improve our services
- address the root causes of the issue you are experiencing
- share stories about your experience with Citizens Advice, with your permission
We may also record any unacceptable behaviour from clients if we deem this to cause disruption to our service or threaten the wellbeing of our staff, volunteers or any other person.
Further information about cookies
- www.ico.gov.uk – Information Commissioner’s Office
- www.aboutcookies.org – part of OUTLAW website from international law firm Pinsent Masons
- www.allaboutcookies.org – free resource to help marketers and consumers understand the issues surrounding the use of cookies
