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 handle your data in accordance with General Data Protection Regulations and the Data Protection Act 2018.
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.
This page covers how we, as your local charity, handle your information locally in our offices.
How Citizens Advice Wrexham collect your data
- We collect your data via the following methods:
- When you visit one of our offices and complete a client registration form
- When you telephone us seeking advice;
- When you are referred to us by another organisation;
- When you contact us via the ‘contact us’ page on our website
- When you complete an application form to work or volunteer with us.
How Citizens Advice Wrexham use your information
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.
How Citizens Advice Wrexham share your information. We may need to refer you to another organisation to get the help you need, for example, Shelter Cymru for a complex housing issue. The type of organisations that we refer people to include (but are not limited to):
Shelter Cymru, Wrexham Food Bank, Wrexham County Council, another Local Citizens Advice office, DASU.
We will only share your information if you agree for us to do this.
Contact Citizens Advice Wrexham about your information
If you have any questions about how your information is collected or used, you can contact our office.
Telephone: 0300 330 1178, open Monday to Friday 9am-5pm
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.