Privacy Policy & Cookies

At Citizens Advice Ceredigion, 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

We handle and store your personal information in line with data protection law.

When you use our website, we collect a type of data called cookies which tell us what you’re clicking on. 

Who’s responsible for keeping your personal information safe

The national Citizens Advice charity and local Citizens Advice are both responsible for keeping your personal information safe and making sure we comply with data protection law. This means we’re a ‘joint data controller’ for your personal information.

Citizens Advice Ceredigion is an independent charity and a member of the national Citizens Advice charity..

What we do with your information

How we handle your personal information depends on how you interact with us.

When you get advice from an adviser >

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.

If you’ve been referred to us from another advice charity, they’ll send us your information using a referral form. They’ll get your permission before sending us your information.

What information we ask for

We’ll only ask for information that’s relevant to your problem. Depending on what you want help with, this might include:

  • your name and contact details – so we can keep in touch with you about your case
  • personal information – for example about family, work, or financial circumstances, or if you’re vulnerable or at risk of harm
  • details about services you get that are causing you problems – like energy or post
  • details of items or services you’ve bought and traders you’ve dealt with
  • information like your gender, ethnicity or sexual orientation

We occasionally ask for details about someone else like a neighbour or your partner so we can deal with an enquiry. We’ll only do this if we have a legitimate interest in the information, or we need it to protect someone’s life.

If you don’t want to give us certain information, you don’t have to. For example, if you want to stay anonymous, we’ll only record information about your problem and make sure you’re not identified.

We’ll always ask for your consent to store information about your:

  • health conditions
  • ethnic origin
  • religion
  • trade union membership
  • sexual orientation

You can withdraw your consent at any time. Tell us what personal information you don’t want us to store and we’ll delete it.

How we use your information

The main reason we ask for your information is to help solve your problem.
We only access your information for other reasons if we really need to – for example:

  • for training and quality purposes
  • to investigate complaints
  • to get feedback from you about our services
  • to help us improve our services

All advisers and staff accessing data have had data protection training to make sure your information is handled sensitively and securely.

Understanding people’s problems

We use some information to create statistics about who we’re helping and what problems are the most common. This information is always anonymised – you can’t be identified.

We share these with funders, regulators, government departments and publicly on our blogs, reports, social media and press releases.

The statistics also inform our policy research, campaigns, or media work.

When we share your information with other organisations

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.

There might be specific organisations we share your information with, depending on what service you access.

If we’re concerned about yours or someone else’s safety

If something you’ve told us makes us think you or someone you know might be at serious risk of harm, we could tell the police or social services – for example if we think you might hurt yourself or someone else.

Getting feedback on our service

With your permission, we’ll share your contact details with our trusted research partner so they can contact you for feedback on your experience with us. 

Storing your information – if you contact us online, by phone or face to face

Whether you get advice face to face, over the phone, by email or chat, our adviser will log all your information, correspondence, and notes about your problem into our secure case management systems. 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.

Some of your information might also be kept within our secure email and IT systems.

We keep your information for 6 years. If your case has been subject to a serious complaint, insurance claim or other dispute we keep the data for 16 years.

Our case management systems are hosted within the EEA and wherever possible, the UK.
Most of our trusted partners store their data securely within the European Economic Area (EEA) in line with data protection law.

There might be other places we store your information, depending on how you accessed our advice.

If you contact us for chat or email advice

We’ll store your chat transcript or email advice request form in our case management systems – this is kept for 6 years.

In most cases, the transcript or email form’s also stored in an online system run by our trusted partner LivePerson.

LivePerson also records:

  • the country and city you’re in
  • the type of device you’re using, your operating system and your browser
  • your IP address and the name of your internet service provider
  • the pages you view on our website

LivePerson will delete all the data after 13 months.

We use this data to improve the advice we give you. We also use it to research the needs of our users. This helps us make sure people in different areas and using different devices and systems can use our website and chat service.

LivePerson keep anonymised statistics on chat data in an archive so they can track chat usage and performance. This data doesn’t contain your personal information.

LivePerson store their data securely within the European Economic Area (EEA) in line with data protection law.

You can ask for a copy of your chat to be securely emailed to you. The sender of the email will be transcripts@citizensadvice.org.uk.

Any emails between you and your adviser are only stored within the Ceredigion Citizens Advice office email system

If you tell us sensitive details about yourself, we’ll ask for your permission to use and store them. This includes your:

  • health conditions
  • ethnic origin
  • religion
  • trade union membership
  • sexual orientation

If you don’t give your consent, for example if the chat is cut off, we’ll securely delete this information after 3 months. We can store this information under the Data Protection Act 2018 because we use it to give you counselling, advice and support.

If you get advice over the phone

If you call us, we may record the conversation for training and monitoring purposes.
When you call, you’ll hear a recorded message telling you how we use and store your information – you can let the adviser know if you disagree.

Recorded calls will be deleted after 6 months.

If your adviser refers you to another Citizens Advice Service

Some other Citizens Advice services store and share your information in different ways.

If your service isn’t listed here, there’s nothing extra we need to tell you.

If you’ve been referred to the Citizens Advice consumer service, find out more about how they use, store and share your personal information.

If you’ve been referred to the Citizens Advice Debt Management Service, find out more about how they use, store and share your personal information.

If you’ve been referred to the Citizens Advice Debt Relief Order (DRO) Team, find out more about how they use, store and share your personal information.

If you’ve been referred to the Citizens Advice Witness Service, find out more about how they use, store and share your personal information.

If you’ve been referred to Pension Wise, find out more about how they use, store and share your personal information.

Contact us about your information

You can contact us at any time and ask us:

  • what information we’ve stored about you
  • to change or update your details
  • to delete your details from our records

If you want to make a complaint

If you’re not happy with how we’ve handled your data, you can contact us on enquiries@cabceredigion.org

How we use cookies

When you use our website, we add cookies to your device to:

  • make sure the website works well for you (e.g. remembering your preferences, stopping the cookie notice showing all the time, making our online forms work)
  • find out how you’re using our website so we can improve it

By using our website, we assume you agree to us adding cookies to your device. If you want to disable, block or remove cookies, you can do this at any time.

Finding out how you use our website

We use tools called Google Analytics to help us understand how you’re using our website.

It collects information by putting cookies on your device. Analytics shares that data with us and we use it to improve our website – for example, making popular pages easier to find.

Google Analytics collects information about:

  • which links you click on
  • where you move the mouse or cursor across the page
  • how much you scroll up and down on the page
  • your browser, device and operating system
  • the language you’re using
  • your screen’s resolution
  • the length of time you’re on our website
  • your ISP and approximate ISP Location (City, Region, Country)
  • how you got to our website

The data collected through cookies is all anonymous – you can’t be identified by it.

Read more about how Google Analytics uses cookies.

This cookies policy only covers www.cabceredigion.org and its subdomains. Websites we link to should have their own cookies policy.