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 commercial organisations
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
How we collect your data
We collect your information in the following ways:
From you when you complete the electronic self-referral form from this website and give your permission for us to collect your data by ticking the consent box on the referral form
From you when you call us on our advice line – 01572 723494 and give your verbal permission to collect your data
From you when you call into our offices in Oakham and give us your permission by signing our paper consent form
From a professional who knows you, such as a social worker or GP and you have given that person your consent either verbally or on a paper consent form.
What we ask for
How we use your information
Your information will be used to help decide which service will be able to help you. This could be a referral to one of our partner organisations or to a Citizens Advice Adviser or it could be that we will refer you to more than one organisation to make sure you get the best help that you need.
We will use your information for collecting statistics, for example for looking at how many people have a similar problem to you. This information may be used in public reports or reports to the Council but we assure you that no names will be used or anything that can identify you.
We will only use your name if you have given us permission to do so – please see ‘How we collect your data’ above.
When you have given us permission to contact you for feedback on the service you have received from us we will contact you by phone, text, email or letter. We will have asked you which contact method you prefer and will only use this. In some cases we might ask a trusted research partner to contact you on our behalf.
When you give us authority to act on your behalf with a third party we’ll need to share information with that third party. We commonly share information with:
Our partners: The Bridge, Spire Homes, Age UK and Vista
Our partner solicitors: Rutland Family Law and Lawson West
The Local Authority – Rutland County Council
The Department of Work and Pensions
Your local Job Centre
Your GP or Social Worker
Companies to whom you may owe money (your creditors)
Charitable Organisations who provide you with grants to purchase goods
Any other organisations with your permission
How we store your information
Once a referral is made to the Rutland Community Wellbeing Service your information is stored on a password protected computer file. This is kept on our server at the Oakham premises and is only used by Citizens Advice Staff.
Your paper file is stored in locked cabinets at our Oakham premises and only used by Citizens Advice Staff.
How we share your information
We only share information with your permission (consent) – see above ‘How we collect your data’. We may share your information with our partner organisations: The Bridge, Spire Homes, Age UK and Vista as well as other organisations that may be able to help you, these organisations may include the following:
Turning Point for substance misuse services
Lets Talk Wellbeing for mental health counselling
Mental Health Matters for mental health services
UAVA - United Against Violence and Abuse for domestic abuse support
Rutland County Council for housing, homelessness, crisis support as well as social care and occupational therapy services
Local Charitable Trusts
Contact us about your information
If you have any questions about how your information is collected or used, you can contact our office:
In Person: 56 High Street, Oakham, Rutland, LE15 6AL
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 to stop using your information
Who’s responsible for looking after your personal information?
When we receive a referral for the Rutland Community Wellbeing Service Citizens Advice Rutland will keep your personal information safe on a password protected computer file and paper files which are locked away securely. Citizens Advice Rutland is the data controller for your personal referral information and is responsible for keeping this information safe.
If you become a Citizens Advice client 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.