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About Citizens Advice Lancashire West

Citizens Advice Logo

Citizens Advice Lancashire West offers free, confidential, impartial and independent advice and information.

We cover the areas of Chorley, South Ribble, West Lancashire, Wyre and Blackburn with Darwen.

We have Advice Centres covering these areas in Chorley, Leyland, Fleetwood and Skelmersdale along with our telephone advice, email advice services and digital help centres.

We are one of the country’s most progressive and dynamic advice services.

Operating from four drop-in advice centres, a dedicated telephone advice centre and a range of outreach locations, we employ approximately 40 staff supported by in excess of 100 volunteers. Our approach is client centred and focused on a commitment to quality and diversity.

We are a member of the Citizens Advice network which provides an extensive online information system used to advise clients and also sets the standards of advice, training, and equal opportunities for our offices.

Citizens Advice also helps people at national level by providing information, advice and by influencing policymakers.

Aims & Principles of Citizens Advice Lancashire West

We provide free, independent, confidential and impartial advice to everyone on their rights and responsibilities. It values diversity, promotes equality and challenges discrimination.

Our service aims:

  • To provide the advice people need for the problems they face
  • To improve the policies and practices that affect people’s lives

The Trustee Board

Citizens Advice Lancashire West is an independent charity, governed by our own board of trustees, who are ultimately responsible for the quality and range of the service. Day-to-day control is delegated to the Citizens Advice Lancashire West Chief Executive but our Trustees:

  • Set the overall direction and support the development of Citizens Advice Lancashire West and our four regional offices.
  • Ensure Citizens Advice Lancashire West meets the needs of the local community and the Citizens Advice membership standards.
  • Employ Citizens Advice staff and control the charity’s finances.
  • Earn and retain the respect of important and influential people and organisations in the community, including funding bodies.
  • Ensure Citizens Advice Lancashire West complies with relevant laws.

Our Services

Our Information Charter

This charter sets out the standards you can expect when we ask for, or hold, your personal information.

We collect data to:

  • ensure the advice we give you is correct
  • to receive your information if you need another service
  • to provide anonymous statistics to our stakeholders
  • to share with our partners who provide services to you.

When we ask you for personal information, we promise to:

  • make sure you know why we need it
  • ask only for what we need
  • not collect too much or irrelevant information
  • protect it and make sure nobody has access to it who should not.

We adhere to the following codes of practice:

  • We abide by the law and with effect from 25th May 2018, the General Data Protection Regulation (GDPR) 2016/679, when handling personal information.
  • We ensure that if your information is shared with another organisation, this is only done  with your permission.
  • We follow the Information Commissioner’s Office’s ‘Data Sharing Code of Practice’ when we share information to ensure the other organisation treats your information with the same level of care as Citizens Advice.
  • Citizens Advice does not sell personal information about our clients, staff or volunteers to commercial organisations.
  • We provide training to staff who handle personal information and respond appropriately  if personal information is not used or protected properly.

Access to personal information

You can find out if we hold any personal information about you by making a ‘subject access request’ under the GDPR.

If we do hold information about you we will:

  • Give you a description of it.
  • Tell you why we are holding it.
  • Tell you who it could be disclosed to.
  • Let you have a copy of the information.

We handle all information in a manner that respects the rights of individuals and which complies with the requirements of the GDPR.

To request any of your personal information held by Citizens Advice please email or write to us.

If you are unhappy with how we hold your data please ask to speak to the manager of your local Citizens Advice and/or follow our complaints procedure: Make a Complaint

You can also ask at reception for more information and view our complaints leaflet here.

If you would like to let us know how we’re doing or would like to suggest ways in which we can improve our service, please fill out our feedback form: Leave Your Feedback