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Privacy policy

At Citizens Advice Broxbourne 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, or to protect our systems from malfunction due to cyber-attacks by viewing and sharing where required our network audit logs. 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 UK 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

Please see our National Citizens Advice privacy policy

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

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

How Citizens Advice Broxbourne use your information

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

Working on your behalf

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

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

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

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 digital information using secure cloud services and paper information using secure archive facilities.

How Citizens Advice Broxbourne share your information

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

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 bookkeeper.

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 Friday from 9am to 5pm

Email:  admin@citizensadvicebroxbourne.org

Post: Citizens Advice Broxbourne, The Hub, 275 Holdbrook Court, Waltham Cross, Herts. EN8 7SL

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.

Complain to the Information Commissioner's Office

You can also complain to the ICO if you are unhappy with how we have used your personal information.

Address: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

Helpline number: 0303 123 1113

Visit the ICO website.