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Privacy Policy

Citizens Advice Swale Privacy Policy

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 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. We’ll only do this if 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, called ‘legal obligation’ – for example, if a court orders us to share information
  • to protect someone’s life, called ‘vital interests’ – for example, sharing information with a paramedic if a client was unwell at our office
  • to carry out our aims and goals as an organisation, called ‘legitimate interests’ – for example, to create anonymous case studies and statistics for our national research
  • for us to carry out a task in the public interest or for our official functions, and the task or function has a clear basis in law, called ‘public task’ – for example, the Consumer Service
  • to carry out a contract we have with you, called ‘contract’ – for example, if you’re an employee we might need to store your bank details so we can pay you
  • to defend our legal rights – for example, to resolve 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 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 Swale collect your data

We gain permission to collect your information when you sign our ‘client permission and consent form.’ This was revised in May 2018 to comply with the latest legislation.

In addition, we may be given personal information by our partners when they refer you to us for advice. In these circumstances, our partners will ask for your permission to make the referral and to give your personal information to us.

What Citizens Advice Swale ask for

To find out what information we ask for, see our national Citizens Advice privacy policy

How Citizens Advice Swale use 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, we’ll need to share information with that third party.

For example, this might be with the DWP, the local council or another local Citizens Advice office. We will only share information in this way with your permission.

How Citizens Advice Swale store your information

Apart from the client information stored on our national system (Casebook – see below and our main policy), personal information we hold is stored securely in paper form or on our secure computer networks. We use Google Cloud services for the majority of online data storage, with appropriate security systems in place. Some data is held on local servers and hard drives, again with security protocols in place. All of our staff and volunteers undergo regular information assurance training and assessment.

How Citizens Advice Swale share your information

We may send your personal information to organisations outside of Citizens Advice, so that they can provide services to you. This is called a referral and we will always ask your permission before we refer you to another organisation and  tell you who they are.

Contact Citizens Advice Swale about your information

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

Telephone: 01795 417666


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.

Effective as from 25 May 2018.