Policy last reviewed 25 October 2023
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. You have a number of rights regarding your personal information:
- The right to be informed about how we will use your personal data;
- The right to access a copy of any personal data we hold about you;
- The right to have personal data rectified if it is inaccurate or incomplete;
- The right to request the deletion or removal of personal data;
- The rights to restrict and object to processing of personal data;
- The right to obtain and reuse your personal data for your own purposes;
- Rights in relation to automated decision making and profiling;
- The right to withdraw your consent for the processing of your personal data;
- The right to lodge a complaint with us and/or the Information Commissioner’s Office.
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 advisers 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 we collect your data
What information we ask for
How we use your information
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 to request a Food Bank voucher, we’ll need to share information with that third party.
When we act on your behalf, we may share information with:
- National government bodies, like the Department of Work and Pensions;
- Tribunals and courts, like employment tribunals;
- Your local authority: London Borough of Hackney, London Borough of Tower Hamlets, London Borough of Newham;
- Food Banks such as the Trussell Trust;
- Fuel voucher providers such as Charis or the Fuel Bank Foundation;
- Charities that award small grants for household items;
- Your housing association, such as Clarion Housing Group, Hackney Homes, L&Q, Poplar Harca;
- Your creditors;
- Solicitors acting on your behalf pro-bono (without charging a fee), such as Chris Solicitors, Edwards Duthie Solicitors, Whitechapel Legal Advice Centre (WLAC).
How we store your information
If you are a client of Citizens Advice East End
The national Citizens Advice charity and Citizens Advice East End operate a system called Casebook to record information relating to the advice we give you.
Citizens Advice East End uses Microsoft Office 365 for services such as email and IP telephony, and productivity tools such as Microsoft Teams, Microsoft Word, or Microsoft Excel. By providing this service, Microsoft is working as our data processor. You can find out more about how Microsoft carries out that role.
If you tell us that you want to receive information by text message, Citizens Advice East End uses VoodooSMS to send you text messages. By providing this service, VoodooSMS is working as our data processor. You can find out more about how VoodooSMS carries out that role.
If you volunteer with or are an employee of Citizens Advice East End
For everybody in the charity
Microsoft provides hosted email and collaboration tools through Office 365. You can access the data processing agreement we have with Microsoft here. The following personal data is recorded in Microsoft Entra which provides identity information to Office 365: your full name, your login name, your work email address, your encrypted password, your work address, your job-role, your relationship with your manager and those who you manage (if applicable). You may optionally provide your mobile phone number and/or a secondary email address for password recovery or multifactor authentication. This information is used to provide email and collaboration services that are relevant to your work.
We also subscribe to Google’s Workspace collaboration product to facilitate the management of Citizens Advice East End mobile devices, and access to information resources provided by National Citizens Advice. You can view the data processing agreement we have with Google here. The following personal data is recorded in Google Workspace: your full name, your login name, and your email address. If you have access to a Citizens Advice East End owned Chromebook or Android phone, the details of the device you use are also stored in Google’s Workspace product in a way that relates your login to the device’s unique identifier. In addition to the core Google Workspace products, we use Google Analytics and Google My Business to understand how our website is used, and you use the same login information for these services as for the core Workspace product.
If you use a personal device such as a laptop, tablet, or mobile phone, we keep a record of that device that includes a unique identifier, make, model, and operating system type and version linked to your login name in the device management system, Microsoft Intune.
Records relating to your employment or volunteering with us are held online in our Office 365 SharePoint sites. Only authorised staff are permitted to access these records in their day-to-day job roles.
Your name and Citizens Advice East End email address is recorded in the minutes of meetings, which are held online in our Office 365 SharePoint sites. Minutes of team meetings and committee meetings are generally available to all members of the organisation, and may be shared with third parties such as our auditors or National Citizens Advice.
For paid employees
Certain employees are members of the NACAB Pension Scheme, which holds the information given below. Citizens Advice act as our representative for this Pension Scheme. So, both national Citizens Advice and the NACAB Pension Scheme have this information regarding the members of the scheme. National Citizens Advice have a data sharing agreement directly with the pension provider.
The following personal information is held by the NACAB Pension Scheme and National Citizens Advice:
Personal data, including name, gender, national insurance number, date of birth, home address and telephone number, personal e-mail address, current or former employer, the date the member joined and left employment and his/her employment status (for example, full time or part time), dates on which the member joined and left pensionable service, salary information, normal or anticipated retirement date, status as a member of the Plan, information relating to contributions to and benefits under the Plan (including any contracted-out benefits), information relating to any money purchase benefits in the Plan (including how these are invested), information relating to any pension sharing or earmarking order, tax information including members’ income tax band and any protections in relation to a member’s pension benefits, bank account details.
Special categories of personal data including marital status and family and/or dependants (for example, in relation to death benefits); information relating to health (for example, if a member cannot work any longer due to incapacity and wants to take his/her pension benefits early).
Citizens Advice East End’s auditors are RPG Crouch Chapman LLP. When conducting the annual audit of our accounts, our auditors may view the following information: staff contracts and payroll reports which include staff name, date of birth, NI number, and address. Auditors may also see pension reports which include staff name, date of birth, NI number, address and the percentage we and staff pay into the staff-member’s pension scheme.
Information about trustees, including names and contact information, is shared with Companies House, the Charity Commission, and the Financial Conduct Authority for regulatory purposes.
How we share your information
With your explicit consent, may share information with the funders below. We will tell you what information we are sharing, and ask for your explicit consent before sharing information. If you don’t want your information shared in this way, tell the adviser you speak to.
- Albion Health Centre
- Ann Tayler Children’s Centre
- City and Hackney Centre for Mental Health
- Daubeney Children’s Centre
- Fuel Bank Foundation
- Good Things Foundation
- Homerton Hospital
- Legal Advice Centre
- Linden Children’s Centre
- London Borough of Hackney
- London Borough of Newham
- London Borough of Tower Hamlets
- Manor Park Surgery
- Mapledene Children’s Centre
- Sebright Children’s Centre
- Trussell Trust
- Oldhill (formerly Tyssen) Children’s Centre
- Vicarage Lane Health Centre
- Woodberry Down Children’s Centre
To help you, we may refer you to one of the service providers listed below. We will tell you what information we are sharing, and ask for your explicit consent before sharing information. If you don’t want your information shared in this way, tell the adviser you speak to.
- AgeUK East London
- City & Hackney Mind
- DV Solicitors
- Edwards Duthie Shamash Solicitors
- Fair Finance
- Family Action
- Hackney Community Law Centre
- Hackney Marsh Partnership
- Mile End Hospital
- Ocean Somali Community Centre
- Owen Stevens Solicitors
With your explicit consent, we may refer you to one of our partners in the London Borough of Tower Hamlets through the Local Community Fund (LCF). Referrals may take place through the THCAN Referral Portal. You can review the privacy notice online. Our LCF partners are:
- Account3 Ltd
- AgeUK East London
- Bromley by Bow Centre
- Island Advice Centre
- Legal Advice Centre
- Limehouse Project
- Ocean Somali Community Centre (OSCA)
- Praxis Community Projects
- St Peter’s Bengali Association
- Tower Hamlets Law Centre
- Toynbee Hall
We work in partnership with the housing associations below to help you with debt and housing-related issues. We will tell you what information we are sharing, and ask for your explicit consent before sharing information. If you don’t want your information shared in this way, tell the adviser you speak to.
- Notting Hill Genesis
- Southern Housing Group
- London & Quadrant (L&Q)
Using our website
Our web-hosting company, GoDaddy, and Google Analytics, a service which helps us understand how our website is used, both have the facility to monitor and record connections to and from the Citizens Advice East End website. The monitoring data that our web-hosting company collects includes browser type, domain name visited, traffic volumes, time and date of access and IP address information. Google Analytics collects information about your engagement with our website, including your browser type, whether you are using a mobile or desktop device, when you accessed our site, and what pages you visited, and IP address information.
When you use our website, we collect your information in the following ways:
- If you complete a form on our website, for example, if you apply to volunteer with us, the data is stored in Microsoft’s Office 365 product. By providing this service, Microsoft is working as our data processor. You can find out more about how Microsoft carries out that role.
Applying to volunteer with us
When you enter information on our website, we ask for your contact details including name, email and phone number. This is so we can respond to you. We also ask you to provide information in support of your application to volunteer with us.
We get your permission to collect your information by asking you to tick a box to give your consent.
We don’t share your personal information and use it only for our internal recruitment process. We retain volunteer applications for six months.
Contact us about your information
If you have any questions about how your information is collected or used, you can contact our offices.
- Contact our administration line on: 020 3855 4590, Monday to Friday 09:30 to 17:00.
You can also email: firstname.lastname@example.org.
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, Citizens Advice East End, 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, including East End 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.
Changes to this policy
25 October 2023: Removed completed projects. Added information about meeting minutes and business registrations. Added information about device management.
4 July 2021: Revised information about partners we share information with. Updated link to Microsoft’s product terms.
27 April 2020: Revised contact details in response to Covid-19 remote working. Revised list of partners we share information with. Minor corrections to spelling and grammar.
25 May 2018: Made clear that clients can tell adviser that they do not want information shared with partners. Corrected contact details.
24 May 2018: Added extra details about data sharing that affects our employees and listed funders, partner service providers, and housing associations separately under “How Citizens Advice East End shares your information”.
23 May 2018: First publication on-line.