Website Disclaimer, Copyright & Privacy Policy
Disclaimer
Citizens Advice South Gloucestershire has tried to ensure that the information on this website is accurate. However, Citizens Advice South Gloucestershire will not accept liability for any loss, damage or inconvenience arising as a consequence of any use of or the inability to use any information on this website. Citizens Advice South Gloucestershire endeavours to provide a service of the highest quality. However, we cannot guarantee that our service will be uninterrupted or error-free. We are not responsible for claims brought by third parties arising from your use of this website.
Citizens Advice South Gloucestershire assumes no responsibility for the contents of linked websites. The inclusion of any link should not be taken as endorsement of any kind by Citizens Advice South Gloucestershire, of the linked website or any association with its operators. Further, we have no control over the availability of the linked pages.
Copyright
Material on this website, including text and images, is protected by copyright. It may not be copied, reproduced, republished, downloaded, posted, broadcast or transmitted in any way except for your own personal, non-commercial use. Prior written consent of the copyright holder must be obtained for any other use of material. Copyright in all materials and/or works comprising or contained within this website remains with Citizens Advice South Gloucestershire and other copyright owner(s) as specified. No part of this site may be distributed or copied for any commercial purpose.
Citizens Advice South Gloucestershire Privacy Policy
At Citizens Advice South Gloucestershire, 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.
This privacy policy explains how we use your information and what your rights are. We handle and store your personal information in line with data protection law and our confidentiality policy. The following pages tell you more about how we use your information in more detail.
Our network
Citizens Advice is a membership organisation made up of the national Citizens Advice charity and many local offices across England and Wales, including Citizens Advice South Gloucestershire. Citizens Advice South Gloucestershire is an independent charity and a member of the national Citizens Advice charity.
All members of the Citizens Advice network are responsible for keeping your personal information safe and making sure data protection law is followed.
Members of the network also run some jointly designed services and use some of the same systems to process your personal data. In these instances we are joint data controllers for these activities.
Jointly controlled data
All offices in the Citizens Advice network use some joint systems to carry out our activities. These include joint case management systems, telephony platforms and more.
Staff from a different local Citizens Advice can only access your personal information in a joint system if they have a good reason. For example when:
- you go to a different office to seek advice
- more than one office is working together in partnership
- they need to investigate a complaint or incident
We have rules and controls in place to stop people accessing or using your information when they shouldn’t.
Tell an adviser if you’re worried about your details being on a national system. We’ll work with you to take extra steps to protect your information – for example by recording your problem without using your name.
National Citizens Advice has a privacy notice available on their website that covers general advice and nationally managed systems, including our case management systems. This policy covers the processing we carry out in our office.
How we use your data for advice
This section covers how we use your data to provide you with advice.
For general advice and nationally funded advice programmes please see the national Citizens Advice privacy notice.
How we collect your information
Please see the national Citizens Advice privacy notice
What information we ask for
Please see the national Citizens Advice privacy notice
What we use your information for
Please see the national Citizens Advice privacy notice
Our confidentiality policy
At Citizens Advice we have a confidentiality policy which states that anything you tell us as part of advice will not be shared outside of the Citizens Advice network unless you provide your permission for us to do so.
There are some exceptions to this such as needing to share:
- to prevent an immediate risk of harm to an individual
- In select circumstances if it is in the best interests of the client
- where we are compelled to do so by law (e.g. a court order or meeting statutory disclosures)
- where there is an overriding public interest such as to prevent harm against someone or to investigate a crime
- to defend against a complaint or legal claim
- to protect our name and reputation for example to provide our side of a story reported in the press
Who we share your information with
With your permission, we might share your information with other organisations so we can:
- help solve your problem – for example, if you ask us to contact your creditors we might need to share your name, address and financial details with them
- refer you quickly to another organisation for more advice or support, if relevant
- help you access certain services – for example food banks or Trading Standards
- monitor the quality of our services
Our lawful basis for using your information
We rely on UK GDPR Article 6(1)(f)
How we use your data for research, feedback and statistics
This section covers how we use your data to carry out our research, feedback and statistical work.
National Citizens Advice covers their use of data for this purpose in their privacy notice.
How we collect your information
Please see the national Citizens Advice privacy notice
What information we collect
Please see the national Citizens Advice privacy notice
What we use your information for
Please see the national Citizens Advice privacy notice
Who we share your information with
Please see the national Citizens Advice privacy notice
Our lawful basis for using your information
We rely on UK GDPR Article 6(1)(f)
How we use your data for fundraising and donations
This section covers how we use your data to carry out our fundraising activities.
National Citizens Advice covers their use of data for fundraising in their privacy notice.
How we collect your information
Please see the national Citizens Advice privacy notice
What information we collect
Please see the national Citizens Advice privacy notice
What we use your information for
Please see the national Citizens Advice privacy notice
Who we share your information with
Please see the national Citizens Advice privacy notice
Our lawful basis for using your information
Please see the national Citizens Advice privacy notice
How we use your data when applying to work or volunteer
How we collect your information
When applying to work or volunteer with us we ask that you complete an Application Form and Diversity Monitoring From
What information we collect
We collect name, address, date of birth, telephone number(s), email address and details of referees.
What we use your information for
This information is used to process your application.
Who we share your information with
We will contact referees to request references. For staff the information will be shared with our Accountants who process the payroll.
Our lawful basis for using your information
We rely on Article 6(1)(b) of the UK GDPR; Article 6(1)(c) and Article 6(1)(f)
How we use your data for our external communications
How we collect your information
What information we collect
What we use your information for
Who we share your information with
Our lawful basis for using your information
How we use your data when using our website
What information we collect
We collect name, address and email address when a user signs up for our Weekly Round Up email newsletter
How we collect your information
We collect information using cookies and online forms
What we use your information for
We use your information to track aspects of user visits, including the length of a user’s visit, their browser, geographic location and the use of the search facility. We also use your information to remember users selected contrast and/or text resizing style preferences for our website along with a user’s video preference for our YouTube videos viewed on our website.
Who we share your information with
We do not share your information
Our lawful basis for using your information
We rely on UK GDPR Article 6(1)(f) “ legitimate interests” to use your information
How we use cookies on our website
Cookies
We use cookies* on this website to:
- track aspects of user visits, including the length of a user’s visit, their browser, geographic location and the use of the search facility on this website
- remember users selected contrast and/or text resizing style preferences for this website
- record a user’s video preferences for our YouTube videos viewed on this website.
Cookie name, purpose and expiry details
| Cooke Name | Purpose | Expires |
| __utma | Used to determine unique visitors to site and it is updated with each page
view. Additionally, this cookie is provided with a unique ID that Google Analytics uses to ensure both the validity and accessibility of the cookie as an extra security measure.† |
2 years from set/update |
| __utmb | Used to establish and continue a user session with this site.† | 30 min from set/update |
| __utmc | Used to determine whether or not to establish a new session for the user.† | At end of session |
| __utmz | Stores the type of referral used by a visitor to reach this site, whether via a direct method, a referring link,
a website search, or a campaign such as an ad or an email link. It is used to calculate search engine traffic, ad campaigns and page navigation within this site. The cookie is updated with each page view to this site.† |
6 months from set/update |
| citaContrast | Stores user’s colour scheme preference | 1 year
|
| citaStyleJS | Stores user’s text size preference | 1 year |
| eprivacy | Stops the banner message about cookies showing on every page. It is only shown on the first three pages visited, or until it is closed. | 1 year |
| NID | Google cookie typically written to the browser upon the loading of Google Plus One social media buttons. | At end of session |
| PREF | Google cookie typically written to the browser upon the loading of Google Plus One social media buttons. | At end of session |
| testSessionCookie | Stores user’s login session | 1 year |
*cookie – a bit of information kept on a user’s computer.
† For more information: http://code.google.com/apis/analytics/docs/concepts/gaConceptsCookies.html
For more on how cookies work and can be managed: www.allaboutcookies.org
How long we keep your data for
National Citizens Advice is responsible for managing any data in joint client case records. For more information please see their privacy notice.
| Data | Purpose | Retention |
| Client paper records | To progress a client case | 6 years or 16 years if complex |
Third party processors
Third party processors are other organisations that carry out data processing on our behalf. Third party processors don’t use data for their own purposes and we have agreements in line with data protection law.
| Processor name | Activities | Data hosting location |
| Haines Watts Chartered Accountants | Payroll Processor | Own server |
Your data protection rights
You have rights in relation to your personal data that we hold. Your rights include being able to request:
- Access to copies of your data
- Corrections are made to inaccurate data
- Deletion of your personal data
- Object to how we use your personal data
These rights are not absolute and may not apply in every circumstance. For more information about your rights you can visit the ICO website.
To make a data protection rights request you can do so by emailing bureau@sgloscab.cabnet.org.uk
Raising a concern about how we use your information
If you are concerned about how we have handled your personal information please contact us at bureau@sgloscab.cabnet.org.uk
You can also contact the national charity if you are unhappy with how we have used your personal data or wish to raise a concern about how a local office has handled your personal data. To do so you can email us at DPO@citizensadvice.org.uk
Contacting the Information Commissioner’s Office (ICO)
You can also raise your concern with the Information Commissioner’s Office which regulates data protection law in the UK. if you are unhappy with how we have used your personal information. They will normally expect you to have made a complaint to us directly in the first instance.
- Visit the ICO website.
- Address: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
- Helpline number: 0303 123 1113
