At Bedford 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.
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 Bedford Citizens Advice. Bedford Citizens Advice 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.
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 (casebook) 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 Policy 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
We may collect your personal data:
- in person on a registration form, we will ask you to provide written permission at your initial visit and then at intervals thereafter.
- in a web-form on our website when you request email advice
- over the telephone if you call us for advice
- via a referral form from one of our referral partners
We may also collect data relating to your personal experience here at Citizens Advice Bedford in the form of a survey, if you are happy to participate.
What information we collect
- Personal details
- Contact preferences
- Survey data including profile information
- Documentation related to the enquiry type (i.e. debt advice, energy advice)
What we use your information for
We will use your information to provide you with advice as well as to improve our service and inform our campaigns.
In some circumstances we may also use your information to carry out legal obligations, including for:
- safeguarding
- fraud prevention
- regulatory compliance.
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
- Partner organisations for referrals for specialist advice / charitable support. We will ask your permission to make referrals.
- Funders to comply with reporting requirements
Our lawful basis for using your information
- Article 6(1)(f) – Legitimate interests
- Article 6(1)(e) – Public task
- Article 9(2)(g) – substantial public interest (statutory)
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
We carry out research and statistics using data from a number of sources including:
- client case data – we use client case information to carry out research and produce statistical information
- surveys and questionnaires – we carry out specific questionnaires and surveys to get data on specific topics
- focus groups and studies – we invite key stakeholders to take part in studies and discussions.
We will only contact you directly about research and feedback if you have given your permission for us to do so.
What information we collect
We use a wide range of information which can include:
- information about the issues you sought advice or guidance about
- your demographic information such as what area of the country you live in, your age or any minoritised groups you identify with
- your opinions about our service or themes relevant to them such as benefits or housing.
What we use your information for
We use our research and statistics to inform our campaigns and to improve our service. This includes work to promote equity, diversity and inclusion within our service and society as a whole. We will not use any of this data in a way that identifies you or to make a decision about you as part of our research unless you give us your permission to do so.
Sometimes we like to include real client stories in our campaigns, if we want to use your story in a way that you can be identified we will only do so with your permission.
In most cases when using data for this purpose we store your information on a secure case management system managed by national Citizens Advice. Some of your information may also be kept within our local IT systems and secure storage for paper documents.
Who we share your information with
We will not share directly identifiable information about you outside of Citizens Advice unless you give your permission for us to do so.
Our lawful basis for using your information
- Article 6(1)(f) – Legitimate interests
- Article 9(2)(g) – substantial public interest (statutory)
- Article 6(1)(a) – Consent
How we use your data for fundraising and donations
We do not ask for your personal information if you make a donation to us in person unless you give your permission for us to collect it. We use the Easy Fundraiser website which gives you the option to leave your name if you wish.
How we collect your information
Using the Easy Fundraiser website
What information we collect
Your name
Who we share your information with
Your information is kept on the Easy Fundraiser app and is not shared with any other organisation.
Our lawful basis for using your information
- Article 6(1)(a) – Consent
How we use your data when applying to work or volunteer
How we collect your information
We collect information about you through your job or volunteer application form. Your information is kept within our local IT systems and secure storage for paper documents.
Depending on the role we may also collect information through a Disclosure and Barring Service (DBS) check. You will be informed if such a check will be required for the role at application stage.
What information we collect
We’ll collect personal information such as name, address, telephone number and email address, previous job history and experience, qualifications, and any support needs you may have.
We’ll also ask for diversity information like your gender, ethnicity and sexual orientation. You don’t have to tell us this.
Where it’s needed for the role, we might contact the DBS for a criminal record check. Once the DBS check is completed and you’ve received your certificate, we’d expect you to share this information with us as part of the background check process.
We may also ask for:
- references for your previous and current work
- proof of your right to work in the UK, like a valid UK passport or visa
- proof of address
- your national insurance number and P45
- your bank details, so we can pay you
- details of your student loan if you’re paying one back.
- Medical history (staff) for purposes of medical questionnaire
What we use your information for
We use the information provided in the application form to review and progress the application. We will use it to
- check you’ve got the right skills for a role when you apply/express an interest as a volunteer
- arrange an interview
- contact you to tell you the result of your application
- do checks when we make an offer, for example contacting your references or checking your right to work in the UK (staff)
- request criminal convictions disclosure/references (volunteer)
- send you an offer letter or contract (staff)
- to pay staff salary, expenses and volunteer expenses
We’ll treat any diversity information you give us as strictly confidential. We’ll anonymise this information and only use it to look at trends. This means we won’t look at your information individually or compare it to other people and we won’t use it as part of the recruitment selection process.
Who we share your information with
- Colleagues involved in the recruitment process
- Referees in the taking up of references
- National Citizens Advice audit team
- HMRC
- Chartered accountants for end of year accounting
Our lawful basis for using your information
- Article 6(1)(f) – Legitimate interests
- Article 6(1)(c) – Legal obligation
How we use your data when using our website
- Personal details
- Contact preferences
- Enquiry details
How we collect your information
- In a web-form on our website when you request email advice
- Cookies to retain user preferences and provide anonymised tracking data to third party applications like Google Analytics.
What we use your information for
- We will use your information to provide you with advice as well as to improve our service and inform our campaigns.
Who we share your information with
- Partner organisations for referrals for specialist advice / charitable support
- Funders to comply with reporting requirements
Our lawful basis for using your information
- Article 6(1)(f) – Legitimate interests
- Article 6(1)(e) – Public task
- Article 9(2)(g) – substantial public interest (statutory)
How we use cookies on our website
Cookies are small text files that are used to store small pieces of information. They are stored on your device when the website is loaded on your browser. These cookies help us make the website function properly, make it more secure, provide better user experience, and understand how the website performs and to analyse what works and where it needs improvement.
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.
We retain personal data for a standard period of six years, in accordance with legal and regulatory requirements, after which it is securely deleted or anonymized.
| Data | Purpose | Retention |
| Advice case records | General advice | 6 years |
| Cases with historical significance | 16 years | |
| Cases with an increased risk of a legal claim | 16 years | |
| Cases that form part of an active inquiry | 16 years or until the closure of the inquiry, whichever is longest | |
| Complaints | General complaints | 6 years |
| Complaints involving a financial claim or court action involving insurers | 16 years | |
| Information requests | Information requests under Data Protection or Freedom of Information Law | 6 years |
| Safeguarding concerns | Any concerns relating to the safeguarding of children or vulnerable adults | 16 years |
| Donations | General donation records | 7 years from end of financial year |
| Legacies, Wills, Bequests | 7 years from closure of estate |
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 |
| Ashby’s Computer Services | IT Support | UK |
| Two Shoes Creative | Website hostage | UK |
| Microsoft 365 | Office applications, cloud storage, security | UK & EU |
| Croner HR | HR support for staff | UK |
| Web analytics | EEA |
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 fran@bedfordcab.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 fran@bedfordcab.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.
- Address: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
Helpline number: 0303 123 1113
Note: This privacy policy only covers this website emilyj72.sg-host.com and it’s subdomains; 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.