Privacy Policy

Citizens Advice Service in Three Rivers

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 Citizens Advice Service in Three Rivers collect your data

Our service collects and retains your information as a client, by getting your permission through signing a consent form.

What Citizens Advice Service in Three Rivers ask for

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

How Citizens Advice Service in Three Rivers 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 we may need to share information with the relevant third parties.  For example, when helping you with a Universal Credit claim we may need to share information with the DWP and when helping you with council tax issues we may need to share information with Three Rivers District Council and when helping you with issues regarding rent arrears we may need to share information with your landlord.

 How Citizens Advice Service in Three Rivers store your information

We store your information electronically on our Casebook case recording system, and we also keep paper copies relating to your inquiry if it is absolutely necessary.

How Citizens Advice Service in Three Rivers share your information

We only share information with relevant local organisations if we have received your consent to do so e.g. local housing associations. We would only share your information via a secure e-mail with the message password protected.

Contact Citizens Advice Service in Three Rivers about your information

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

Telephone: 0344 245 1296
Email: threeriverscab.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.