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.
Coronavirus: Test and Trace if you get advice in person
If you get advice in person we’ll ask for your:
- email address or telephone number
We’ll keep this information in our secure case management system.
We might be asked to share your name, contact details and the date of your visit with Test and Trace or local public health organisations. This is to help track cases of coronavirus. They might contact you if they think you’re at risk after your visit. For example because someone getting advice at the same time has tested positive for coronavirus. You can find out more about Test and Trace in England on GOV.UK
We’ll never share information about the reason for your visit.
If you can’t give contact details, for example if it’s not safe for you to do so, we’ll still be able to give you advice in person.
Unlike most situations, we won’t ask for your consent before we share your contact details. If you don’t want us to share this information you can tell your local office you want to opt out.
We’re doing this to help keep you and the public safe, This is a ‘legitimate interest’ of Citizens Advice.
We won’t share your contact details with anyone other than Test and Trace or a local public health organisation.
If we share your information we’ll let you know, and offer further support.
If you want to know more about changes to our face to face services or how your information will be used, please contact your local office.
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.
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.
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. This might include the DWP or the Local Authority if they are your landlord.
How Citizens Advice Hull & East Riding share your information
If we need to refer your case, for example to a solicitor, we will get your consent to do so. We will only send the minimum information needed and will do so by password protected email.
Contact Citizens Advice Hull & East Riding about your information
If you have any questions about how your information is collected or used, you can contact our office.
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.
Citizens Advice Hull & East Riding has tried to ensure that the information on this website is accurate. However, Citizens Advice Hull & East Riding will not accept liability for any loss, damage or inconvenience arising as a consequence of any use of or the inability to use any information on this website. Citizens Advice Hull & East Riding endeavours to provide a service of the highest quality. However, we cannot guarantee that our service will be uninterrupted or error-free. We are not responsible for claims brought by third parties arising from your use of this website.
Citizens Advice Hull & East Riding assumes no responsibility for the contents of linked websites. The inclusion of any link should not be taken as endorsement of any kind by Citizens Advice Hull & East Riding of the linked website or any association with its operators. Further, we have no control over the availability of the linked pages.
Material on this website, including text and images, is protected by copyright. It may not be copied, reproduced, republished, downloaded, posted, broadcast or transmitted in any way except for your own personal, non-commercial use. Prior written consent of the copyright holder must be obtained for any other use of material. Copyright in all materials and/or works comprising or contained within this website remains with Citizens Advice Hull & East Riding and other copyright owner(s) as specified. No part of this site may be distributed or copied for any commercial purpose.
Terms of Website Use
www.hullandeastriding.org.uk is a site operated by Hull and East Riding Citizens Advice Bureau LTD (“We”). We are a Company Limited by Guarantee Reg. No. 5141612 – Registered as a Charity No. 1106453 – registered office; The Wilson Centre, Alfred Gelder St., Hull, HU1 2AG.
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Access to this site is permitted on a temporary basis, and we reserve the right to withdraw or amend the service we provide on this site without notice (see below). We will not be liable if for any reason this site is unavailable at any time or for any period.
From time to time, we may restrict access to some parts of this site, or the entire site.
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You may print off one copy, and may download extracts, of any page(s) from our site for your personal reference and you may draw the attention of others within your organisation to material posted on our site.
You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.
Our status (and that of any identified contributors) as the authors of material on our site must always be acknowledged.
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Commentary and other materials posted on our site are not intended to amount to advice on which reliance should be placed. We therefore disclaim all liability and responsibility arising from any reliance placed on such materials by any visitor to our site, or by anyone who may be informed of any of its contents.
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We aim to update our site regularly, and may change the content at any time. If the need arises, we may suspend access to our site, or close it indefinitely. Any of the material on our site may be out of date at any given time, and we are under no obligation to update such material.
The material displayed on our site is provided without any guarantees, conditions or warranties as to its accuracy. To the extent permitted by law, we, other members of our group of companies and third parties connected to us hereby expressly exclude:
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-loss of income or revenue;
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-loss of data;
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-wasted management or office time; and
for any other loss or damage of any kind, however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable.
This does not affect our liability for death or personal injury arising from our negligence, nor our liability for fraudulent misrepresentation or misrepresentation as to a fundamental matter, nor any other liability which cannot be excluded or limited under applicable law.
INFORMATION ABOUT YOU AND YOUR VISITS TO OUR SITE
UPLOADING MATERIAL TO OUR SITE
Any material you upload to our site will be considered non-confidential and non-proprietary, and we have the right to use, copy, distribute and disclose to third parties any such material for any purpose. We also have the right to disclose your identity to any third party who is claiming that any material posted or uploaded by you to our site constitutes a violation of their intellectual property rights, or of their right to privacy.
We will not be responsible, or liable to any third party, for the content or accuracy of any materials posted by you or any other user of our site.
We have the right to remove any material or posting you make on our site.
VIRUSES, HACKING AND OTHER OFFENCES
You must not misuse our site by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to our site, the server on which our site is stored or any server, computer or database connected to our site. You must not attack our site via a denial-of-service attack or a distributed denial-of service attack.
By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.
We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our site or to your downloading of any material posted on it, or on any website linked to it.
LINKING TO OUR SITE
You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it, but you must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.
You must not establish a link from any website that is not owned by you.
Our site must not be framed on any other site, nor may you create a link to any part of our site other than the home page. We reserve the right to withdraw linking permission without notice.
If you wish to make any use of material on our site other than that set out above, please address your request to email@example.com
LINKS FROM OUR SITE
Where our site contains links to other sites and resources provided by third parties, these links are provided for your information only. We have no control over the contents of those sites or resources, and accept no responsibility for them or for any loss or damage that may arise from your use of them.
JURISDICTION AND APPLICABLE LAW