Privacy Policy & Cookies

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

We collect and use the details you give us so we can help you. We have a ‘legitimate interest’ to do this under data protection law. This means it lets us carry out our aims and goals as an organisation. We’ll always explain how we use your information.

Coronavirus: Test and Trace if you get advice in person

If you get advice in person we’ll ask for your:

●        name

●        email address or telephone number

We’ll keep this information in our secure case management system.

We might be asked to share your name, contact details and the date of your visit with Test and Trace or local public health organisations.  This is to help track cases of coronavirus.  They might contact you if they think you’re at risk after your visit. For example because someone getting advice at the same time has tested positive for coronavirus. You can find out more about Test and Trace in England on GOV.UK or Test and Trace in Wales on GOV.WALES.

We’ll never share information about the reason for your visit.

If you can’t give contact details, for example if it’s not safe for you to do so, we’ll still be able to give you advice in person.

Unlike most situations, we won’t ask for your consent before we share your contact details. If you don’t want us to share this information you can tell your local office you want to opt out.

We’re doing this to help keep you and the public safe, This is a ‘legitimate interest’ of Citizens Advice.

We won’t share your contact details with anyone other than Test and Trace or a local public health organisation.

If we share your information we’ll let you know, and offer further support.

If you want to know more about changes to our face to face services or how your information will be used, please contact your local office.

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 UK 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.

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.

Organisations that we may share information with may include:

  • West Northamptonshire Council
  • Department of Work and Pensions
  • Community Law Service

 

How Citizens Advice Daventry & District store your information

Citizens Advice Daventry & District hold the vast majority of your information on the Citizens Advice Casebook database (see Citizens Advice Main Privacy Policy)

Other information will be held on a secure encrypted server in our office with a cloud-based back up provided by Google.

 

How Citizens Advice Daventry & District share your information

When you first contact Citizens Advice Daventry & District we will ask your permission to store your information.

In order to deliver the service you require, my may need to share your information with a service provider who specialises in your case (see list below).  Before we share your information, we will ask your permission and this will be recorded.  For us to progress you case, you may need to give your permission to share information.  Otherwise we may need to suspend further action.

  • West Northamptonshire Council
  • Department of Work and Pensions
  • Community Law Service

We may also ask permission to share your information with funders.  This may be in the form of an anonymised case study that will explain the impact of our activities but will protect your identity and privacy.  You are under no obligation to give your consent for this.  Funding organisations may include:

  • Daventry Town Council
  • West Northamptonshire Council
  • Grant making trusts and foundations eg National Lottery

 

Contact Citizens Advice Daventry & District about your information

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

Citizens Advice Daventry & District,

The Abbey, Market Square, Daventry NN11 4XG

Telephone: 01327 701 644

Open Monday, Tuesday, Wednesday and Friday 9am-5pm

Email: enquiries@cadd.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

How we use cookies

A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyze web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use cookies* on this website to:

  • track aspects of user visits, including the length of a user’s visit, their browser, geographic location and the use of the search facility on this website
  • remember users selected contrast and/or text resizing style preferences for this website
  • record a user’s video preferences for our YouTube videos viewed on this website.

We may use traffic log cookies to identify which pages are being used. This helps us analyze data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

 

Cookie name, purpose and expiry details

Cookie name

Purpose

Expires

__utmaUsed to determine unique visitors to this site and it is updated with each page view. Additionally, this cookie is provided with a unique ID that Google Analytics uses to ensure both the validity and accessibility of the cookie as an extra security measure.†2 years from set/update
__utmbUsed to establish and continue a user session with this site.†30 minutes from set/update
__utmcUsed to determine whether or not to establish a new session for the user.†At end of session
__utmzStores the type of referral used by a visitor to reach this site, whether via a direct method, a referring link, a website search, or a campaign such as an ad or an email link. It is used to calculate search engine traffic, ad campaigns and page navigation within this site. The cookie is updated with each page view to this site.†6 months from set/update
citaContrastStores user’s colour scheme preference.1 year
citaStyleJSStores user’s text size preference.1 year
eprivacyStops the banner message about cookies showing on every page. It is only shown on the first three pages visited, or until it is closed.1 year
NIDGoogle cookie typically written to the browser upon the loading of Google Plus One social media buttons.At end of session
PREFGoogle cookie typically written to the browser upon the loading of Google Plus One social media buttons.At end of session
testSessionCookieStores user’s login session1 year

*cookie – a bit of information kept on a user’s computer.

† For more information: http://code.google.com/apis/analytics/docs/concepts/gaConceptsCookies.html

For more on how cookies work and can be managed: www.allaboutcookies.org

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Controlling your personal information

You may choose to restrict the collection or use of your personal information in the following ways:

Whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes.

If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us.

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen. If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible. We will promptly correct any information found to be incorrect.

You can find out more about your data rights on the Information Commissioner’s website.