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.

We only ask for the information that 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 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. To recruit and maintain a team of volunteers and staff. 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 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.

How Caterham & Warlingham Citizens Advice collect your data

We collect your information when you contact our office, either in person or by telephone or email, by getting your permission by asking you to sign a consent form.

What Caterham & Warlingham Citizens Advice ask for

To find out what information we ask for, see our national Citizens Advice privacy policy (www.citizensadvice.org.uk/about-us/citizens-advice-privacy-policy/your-information)

How Caterham & Warlingham Citizens Advice use your information

To find out how we use your information, see out national Citizens Advice privacy policy (www.citizensadvice.org.uk/about-us/citizens-advice-privacy-policy/your-information)

How Caterham & Warlingham Citizens Advice store your information

Client information is stored locally on a secure case management system called Casebook. Client information that is recorded by hand – for example, notes taken during client consultation and consent forms, are stored in secure cabinets inside a locked office.

How Caterham & Warlingham Citizens Advice share your information

We only share your information with organisations where additional support is required and for which your approval is given in advance.

Contact Caterham & Warlingham Citizens Advice about your information

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

Telephone: 01883 348385

Open: Monday to Thursday (10am – 4pm, except Wednesday 11am – 5pm)

Email:  office@caterham.cabnet.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 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 (www.ico.org.uk).

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

Cookie name	Purpose	Expires
__utma	Used to determine unique visitors to this 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 minutes 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

Your personal information

When you provide Citizens Advice with personal information, for example, when using the email alert or volunteer request forms, we take steps to ensure that your information is treated securely.

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 www.caterhamcab.org.uk and all pages within it; 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.