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

We collect and use the details you give us so we can help you. We have a ‘legitimate interest’ to do this under data protection law. This means it lets us carry out our aims and goals as an organisation. We'll always explain how we use your information.

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 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.

This page covers how we, as your local charity, handle your information locally in our offices.

How Citizens Advice Lancashire West collects your data

Citizens Advice Lancashire West may collect your data in the following ways:

In addition to the access methods within the national policy, if you access our advice by one of our online forms, via video conferencing platforms (e.g. Zoom, Skype, Google Meet), or via social media or telephone (not Adviceline) our adviser will log all your information, correspondence, and notes about your problem into our secure Casebook recording system.

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.

Our case management systems are hosted within the EEA and wherever possible, the UK. Most of our trusted partners store their data securely within the European Economic Area (EEA) in line with data protection law.

We'll get your permission by asking you to either:

• tick a box online or confirm you are happy to proceed (email and social media)

• give agreement over the phone or video conferencing platform

• sign our client permission and consent form

If you've been referred to us from another organisation, they'll send us your information using a secure referral platform or by telephone. They'll get your permission before sending us your information.

What Citizens Advice Lancashire West asks for

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

How Citizens Advice Lancashire West uses 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, or getting support from your local authority we’ll need to share information with that third party. We will always ask you first.

How Citizens Advice Lancashire West stores your information

Citizens Advice Lancashire West stores all client data on our case recording system which is called Casebook. This is password protected, uses a multifactor logon and all records are kept confidential.

Our email system uses the Google platform which is password protected and uses a multifactor logon - on occasion we may use email to share information with third parties or colleagues.

How Citizens Advice Lancashire West shares your information

We won't share your personal information without your permission, unless we're required to by law.

We may refer you to another advice provider and share personal information with those advice providers so that they have initial information to help you further with your issue. Everything you've told us will be treated confidentially by them.

Sometimes we will refer you to another organisation for specialist advice. We can help get you an appointment and we will pass on the information you've already provided so you don't need to do it again.

If you’ve given us permission to share your details with the Money and Pensions Service (MaPS) for satisfaction monitoring, they, or an agency appointed by them, might contact you by phone, email, or letter.

If you’ve given us permission to share your details and case file with the MaPS for quality monitoring, your issue and the advice you received may be reviewed and feedback given to your adviser.

Contact Citizens Advice Lancashire West about your information

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

Telephone: 01257 226525 and leave a voicemail

Submit an online enquiry on our website

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.

Note: This privacy policy only covers this website www.citizensadvicelancashirewest.org.uk; any other websites linked from this website are not covered by this policy and once you have accessed another website via one of these links, you will be subject to the security and privacy policy of that website.