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’
- for us 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.
How Citizens Advice Broxbourne collect your data
In addition if you apply to work or volunteer at Citizens Advice Broxbourne, we collect your personal information through your application form, interview or references so we can process your application. This is collected with your signed consent.
If you are offered a role with Citizens Advice Broxbourne, where applicable, we may ask you to fill out a Disclosure and Barring Service (DBS) form as part of mandatory background checks. A DBS form does ask for some personal information as part of the background check process.
What Citizens Advice Broxbourne ask for
How Citizens Advice Broxbourne 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.
With your consent we commonly share information to act on your behalf with a range of organisations that are relevant to your particular case.
How Citizens Advice Broxbourne store your information
The national Citizens Advice charity and Citizens Advice Broxbourne operate a system called Casebook to keep your personal information stored safely.
Citizens Advice Broxbourne stores information using a secure server in Broxbourne and a secure archive facility in Broxbourne.
How Citizens Advice Broxbourne share your information
In addition Citizens Advice Broxbourne may with signed consent share your information with a funder or refer you to an organisation of your choice.
If a DBS check is required for a staff or volunteer role, we share signed consent staff or volunteer details with DBS.The forms are stored and processed securely and confidentially by Citizens Advice Broxbourne and DBS.
To process staff salaries or volunteer expenses we share with consent staff and volunteer details with our book keeper.
Contact Citizens Advice Broxbourne about your information
If you have any questions about how your information is collected or used, you can contact our office.
Phone: 0300 303 4417 Monday to Wednesday from 9.30 to 12.30
Post: Citizens Advice Broxbourne, The Friary, Eleanor Way, Holdbrook North, Waltham Cross, Herts.EN8 7RY
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.
Citizens Advice Broxbourne
Reviewed January 2019