At Citizens Advice Lincoln & Lindsey 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:
We collect and use the details you give us so we can help you. We have a ‘legitimate interest’ to do this under data protection law. This means it lets us carry out our aims and goals as an organisation. We'll always explain how we use your information.
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’
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 Citizens Advice Lincoln & Lindsey collect your data
What Citizens Advice Lincoln & Lindsey ask for
How Citizens Advice Lincoln & Lindsey 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, we’ll need to share information with that third party.
We will only share your information if you give permission for us to do so, other than in exceptional circumstances including:
To comply with the law (legal obligation) - for example, if a court orders us to share the information
To protect someone’s life (vital interests) - for example, sharing information with a paramedic if a client is unwell
To defend our legal rights - for example, to resolve a complaint that we gave the wrong advice
How Citizens Advice Lincoln & Lindsey store your information
We store your information on a secure, cloud based management system. In some circumstances we hold paper files, if information is kept in a paper file it is kept locked at all times. Other than Casebook, management information systems we use include;
Cloud Based System - Google Drive
Consumer Data Wharehouse CIVICA (Flare21)
East Midlands Money Advice portal
How Citizens Advice share your information
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, if relevant
Monitor the quality of our services
Organisations we share your data with must store and use your data in line with data protection law.
Contact Citizens Advice Lincoln & Lindsey about your information
If you have any questions about how your information is collected or used, you can
Telephone: 01427 810914, Monday to Friday 9am to 5pm
You can contact us to:
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.