Privacy Policy

Arun and Chichester Citizens Advice 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 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 Arun and Chichester Citizens Advice collects your data

To find out how we collect your data see our national Citizens Advice privacy policy

If you've been referred to us from another advice charity, local authority or another organisation, they'll send us your information using a referral form or through the phone. They'll get your permission before sending us your information and we will only store it with your consent.

What Arun and Chichester Citizens Advice ask for

To find out what information we ask for see our national Citizens Advice privacy policy

How Arun and Chichester Citizens Advice 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.

When acting on your behalf we commonly share information with organisations such as:

  • Arun District Council
  • Chichester District Council
  • Department of Work and Pension
  • Creditors
  • Local Assistance Network providers
  • Other Citizens Advice services such as the Debt Management service

How Arun and Chichester Citizens Advice store your information

The national Citizens Advice charity and Arun and Chichester Citizens Advice operate a system called Casebook to keep your personal information stored safely.

Paper copies of your information may also be stored securely and accessed by staff and volunteers of the Arun and Chichester Citizens Advice service.

Some of your information might also be kept within our secure email and IT systems.

We keep your information for 6 years. If your case has been subject to a serious complaint, insurance claim or other dispute we keep the data for 16 years.

Our case management systems are hosted within the EEA and wherever possible, the UK.

Most of our trusted partners store their data securely within the European Economic Area (EEA) in line with data protection law.

How Arun and Chichester Citizens Advice share your information

With your permission, we might share your information with other organisations to help solve your problem or to monitor the quality of our services.

We'll get your permission by asking you to either:

  • sign a paper consent form
  • tick a box online
  • give agreement over the phone

We may refer you to your local Citizens Advice or other Citizens Advice service.

  • If we refer you to your local Citizens Advice

Your local Citizens Advice should have their own policy that covers how they store your information. Contact your local Citizens Advice and ask to see the policy - or check their website.

  • If we refer you to other Citizens Advice services

To find out how these services share your information see our National Citizens Advice policy.

We may refer you to:

  • A department within the local District Councils offices
  • Other charities (eg Shelter)
  • A Local Assistance Network provider such as Stonepillow.

Organisations we share your data with must store and use your data in line with data protection law.

We share anonymised information with funders to enable us to show the value of our service to the community and to secure funding to provide such service.

Contact Arun and Chichester Citizens Advice about your information

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

You can find out details of our offices see Contact us.

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 on Commissioner’s website.