Find out how we collect, use and store your personal information and data.
Click the link below to read the main Citizens Advice 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 Lewes District Citizens Advice collect your data
We get permission to collect your data by asking you to sign our revised 'client permission and consent form' which was released in May 2018.
What Lewes District Citizens Advice ask for
Occasionally we might ask for additional information in line with specific project requirements but we will always make you aware of this and explain why we are asking for this information and how we are going to use it.
How Lewes District Citizens Advice use your information
Working on your behalf
When you give us authority to act on your behalf, for example to help you with a benefit claim or consumer issue, we’ll need to share information with a third party.
In these instances, we commonly share information with the following (please note this is not an exhaustive list).
Lewes District Council
How Lewes District Citizens Advice store your information
In addition to the national case management system we also store information on a cloud based system, Microsoft 365, and our local server which is password protected. Client information is routinely deleted from the server.
Although most client information is scanned onto the national case management system or Office 365 we do also keep a paper copy of client consent forms and these are kept for 6 years. For some clients it is necessary for our debt and benefit caseworkers to keep paper files on clients.
How Lewes District Citizens Advice share your information
In addition to the information sharing details set out above, our specialist form fillers and caseworkers sometimes need to ask you for enhanced consent however they will always go through this with you before asking you to sign.
Contact Lewes District Citizens Advice about your information
If you have any questions about how your information is collected or used, you can contact our office.
Telephone: 03444 111 444, open Monday to Friday 9am – 4pm
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.