Privacy Policy

At Northumberland 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.

You can check the 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.

We will use the information collected online to help us understand more about how our site is used by visitors, and to develop and enhance our services to you.

How we collect your data

Citizens Advice Northumberland collect your data through paper and electronic means when you approach us to use our services.

To find out more about this, see our national Citizens Advice privacy policy.

How we store your information

The information you share with us is stored onto our secure case management systems. Some of your information might also be kept within our secure email and IT systems.

More information can be found on our national Citizens Advice privacy policy.

How we share your information

With your permission, we might share your information with other organisations to help solve your problem, such as the Bridge Project, the Money Advice Service, Macmillan Cancer Support, Homes for Northumberland, Northumberland County Council. We will always get your consent before sharing your information with anyone else.

Information Security and External Websites

When you provide Northumberland Citizens Advice with any personal information, for example, when using any contact or application forms, we take steps to ensure that your information is treated securely.

Northumberland Citizens Advice makes every effort to ensure the security and integrity of emails on our systems. Unfortunately, no data transmission over the internet can be guaranteed to be 100% secure. As a result, while we strive to protect your personal information after we’ve received it, Citizens Advice cannot ensure or guarantee the security of information when it is being transmitted.

Note: This privacy policy only covers this website; any other websites linked from this website are not covered by this policy. Once you have accessed another website via one of our links you will be subject to the security and privacy policy of that site.

Contact Northumberland Citizens Advice about your information

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

Telephone: 01670 339985 Monday to Friday, 9am to 4.30pm

Email: rachelturnbull@citizensadvicenorthumberland.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 to stop using your information

Who’s responsible for looking after your information

The national Citizens Advice charity and Northumberland 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.