At Ashford Borough 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. 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’
- 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 and the Data Protection Act 2018.
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.
How Ashford Borough Citizens Advice store your information
Information is store on our own case recording system called AdvicePro.
How Ashford Borough Citizens Advice share your information
We may share your information with one of our funders for example if we have a legal aid contract to assist clients with their housing matters.
Contact Ashford Borough Citizens Advice about your information
If you have any questions about how your information is collected or used, you can contact our office.
District Manager, Seabrooke House, Church Road, Ashford, Kent TN23 1RD
Telephone: 01233 626185, open Monday to Friday 9.30 am-4pm
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
Ashford Borough Citizens Advice operate a system called AdvicePro to keep your personal information safe. We are the data controller for your personal information that’s stored in our AdvicePro system. Your data is securely stored in the UK within a robust, secure operations centre compliant with Information Security Code of Practice ISO27001, and automatically backed up daily.
Ashford Borough Citizens Advice is an independent charity, and a member of AdviceUK charity. The AdviceUK membership agreement also requires that the use of your information complies with data protection law.
You can check Ashford Borough Citizens Advice policyfor how we handle most of your personal information.