Privacy 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 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

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 privacy 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 Runnymede and Spelthorne collect your data

To find out how we collect your data, see our national Citizens Advice privacy policy.

What Citizens Advice Runnymede and Spelthorne ask for

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

How Citizens Advice Runnymede and Spelthorne 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, for example to help you with a Universal Credit claim, we’ll need to share information with that third party.

We commonly share information with Runnymede Borough Council, Spelthorne Borough Council, Department of Work and Pensions, Look Ahead, NHS, local Foodbanks and local Charities to act on behalf of our clients.

How Citizens Advice Runnymede and Spelthorne store your information

Whether you get advice face to face, over the phone, by email or webchat, our adviser will log all your information, correspondence, and notes about your problem into our secure case management systems.

We may also store some of your information on our local network.

Some of your information might also be kept within our secure email and IT systems.

We keep your information for 6 years. If your case has been subject to a serious complaint, insurance claim or other dispute we keep the data for 16 years.

How Citizens Advice Runnymede and Spelthorne share your information

To find out how we use your information, see our national Citizens Advice privacy policy.

We may share information with organisations for the services we deliver with your consent. These organisations could be Runnymede Borough Council, Spelthorne Borough Council, Department of Work and Pensions, Look Ahead, NHS, local Foodbanks and local Charities.

Contact Citizens Advice Runnymede and Spelthorne about your information

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

Telephone: 01932 827187, open Monday to Friday 9am to 4pm

Email: pat.thompson@randscab.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 the 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.