Privacy Policy for Citizens Advice Woking
Our Privacy Policy – your information, your rights and how we use it.
Citizens Advice Woking (CAW) is committed to protecting your personal information.
Our Privacy Policy contains important information about what personal information we collect, what we do with that information, who we may share it with and why and your choices and rights when it comes to the personal information you have given us.
At CAW we collect and use personal information for the following groups of people –
- Our clients – to help solve their problems, improve our services and tackle wider issues in society that affect people’s lives.
- Our Volunteers and Trustees – when they apply to join us and when they start working with us
- Our Paid Staff – when job applications are made and when staff are appointed
- Our supporters who make a donation and support us in our fundraising activities to help us deliver our service.
How to contact us
If you have any questions about our Privacy Policy or the information we collect or use about you, please contact
Senior Information Risk Owner
Provincial House
26 Commercial Way
Woking
GU21 6EN
Email: bureau@wokingcab.org
Where your information is processed by CAW
All of the personal information provided to CAW is processed by us in the UK. Personal information which is entered into our national case recording system, casebook is hosted within the EEA and wherever possible within the UK.
Protection of Personal Data
Protection of all personal information provided to us is of paramount importance to CAW. We go to great lengths to ensure the information provided to us is kept secure at all times. CAW is a Data Controller under the General Data Protection Regulations and any personal and financial information that we hold about you will be held on secure server/computer and/or in paper files and processed subject to GDPR. This information will be used depending on the relationship you have with CAW. If we are advised that the confidentiality of your personal information is breached we will inform you as soon as possible if the breach is likely to result in a high risk of adversely affecting your rights and freedoms. We also have a duty to report certain types of personal data breach to the relevant supervisory authority within 72 hours of becoming aware of the breach, where feasible. We will document all breaches regardless of whether or not reporting is required.
The individual rights available to you
You have several rights in relation to how CAW uses your information as follows
- Your right of access – You have the right to access your personal information. If you wish to receive a copy of the personal information we hold on you, you may make a data subject access request
- Your right to be informed – You have a right to receive clear and easy to understand information on what personal information we have, why and who we share it with, if at all
- Your right to request erasure – You can ask for your information to be deleted or removed
- Your right to request that your personal information is rectified – If your personal information is inaccurate or incomplete, you can request that it is corrected
- Your right to restrict processing – You can ask that we block or suppress the processing of your personal information for certain reasons. This means we are still permitted to keep your information, but only to ensure we don’t use it in the future for those reasons you have restricted.
You can find more about your data rights on the Information Commissioner’s website
How to make a complaint
We will always strive to collect, use and safeguard your personal information in line with data protection laws. If you do not believe we have handled your information as set out in our Privacy Policy, please contact us directly and we will work to resolve any issues. If you are still unhappy you can complain to –
Information Commissioners Office
https://ico.org.uk/make-a-complaint/
What do we do with the personal information we collect and process for the different groups of people we work with?
Our Clients
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.
You can check how we handle most of your personal information by using this link:
Citizens Advice Privacy Policy
How CAW collect your data?
We collect your data in accordance with the main Citizens Advice Policy
In addition to the ways in which we collect data listed in the main Citizens Advice Policy we also run the Healthwatch Surrey Information and Advice line. If you contact us through this telephone line we will ask your permission to collect and store your data. Before we ask for this permission we will explain how we will use your information.
What CAW asks for?
To find out what information we ask for see the main Citizens Advice Policy
How CAW use your information?
To find out how we use your information see the main Citizens Advice Policy.
Do you have to give consent for us to use information about you?
We will use the information you provide because we have a ‘legitimate interest’ to do so for the purpose of providing you with advice and carrying out research.
When we ask for more private information about you, like any health conditions or ethnicity, we will need to get your consent. This is because this information is treated in a special way by the law. You can always withdraw this consent and request we remove what you told us.
How CAW stores your information
Your information is stored in our national case recording system, casebook. If you sign a copy of our Client permission and consent form and provide us with copies of any documents which help us to solve your problem, we will store your paper client file securely in a locked filing cabinet. If you email us we will transfer the email into your client file on casebook and delete the email.
How CAW shares your information?
We will generally not share your information with third parties without your permission. If you have given us permission to do so when you first contact us or we identify the need for a referral at a later date we will ask for your permission.
- We may share your information if we are referring you to an agency for charitable help e.g. the furniture project, the Wenceslas fund, the clothes bank and/or the food bank.
- We may share your information if we are contacting your landlord e.g. the local authority, a housing association or a private landlord
- We may share your information if we are contacting a government department, e.g. the DWP or HMRC
- We may share your information if we are contacting a local government department e.g. the council tax section or the benefit section at your local authority
- We may share your information if we are contacting one of your creditors e.g. your bank, a utility company, your mobile phone company
- If you contact us through the Healthwatch Information and Advice line we will share your information with them if you have given us your agreement to do so. We have a data sharing agreement with Healthwatch Surrey which can be found at
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, e.g. if a court orders us to share information. This is called ‘legal obligation
- To protect someone’s life, e.g. sharing information with a paramedic if you become unwell at our office. This is called ‘vital interest.
- To carry out our legitimate aims and goals as a charity, e.g. to create statistics for our national research. This is called ‘legitimate interest’.
- To defend our legal rights, e.g. sharing information with our legal advisors if there was a complaint we gave the wrong advice.
How long does CAW keep your records?
We keep records for 6 years. We may keep records for 16 years if the advice given could have serious consequences if it was not stored for a longer period.
Our Volunteers and Trustees
We have to ask you for the personal information we need to enable us to assess your application as to your suitability to become a Volunteer or a Trustee. When we record your personal information we only access it when we have a good reason, only share what is necessary and relevant and do not sell it to commercial organisations
How CAW collect your data?
We ask all potential volunteers and trustees to complete an application form to be submitted for consideration. This will either be received as a paper copy or sent electronically. Once accepted we also ask for a joining form to be completed which again will be a paper or electronic version.
What personal information CAW asks for
- Information about who you are e.g. your name, address, date of birth and contact details
- Information about the skills you can offer if you become a Volunteer or Trustee from your past and present working and social life skills
- Bank account details
- Information about the name and telephone number of your emergency contact
- Completion of the equality diversity monitoring form to give us information about your race or ethnicity, physical or mental health, sexual life or orientation, religious belief.
How CAW uses your information
We take your privacy seriously and we will only ever collect and use information which is personal to you where it is necessary, fair and lawful to do so. We will use your personal information to –
- Assess you suitability to become a Volunteer or Trustee and to form the basis of an interview
- To add your personal information to our training database and our Sage HR software package
- To add you to our contact email address so we can send you the weekly newsletter, training opportunities, fundraising activities, documentation for meetings and calls for additional help
- To pay expenses
- To form the basis of your Joint Performance Review
- To show the diversity of Volunteers and Trustees to Citizens Advice and our main funder, Woking B.C
Do you have to give consent for us to use information about you?
We will use the personal information you provide because we have a ‘legitimate interest’ to do so because without the personal information we cannot assess your suitability to become a Volunteer or a Trustee. Once you are accepted the personal information is necessary to ensure you are able to fulfil your duties with us.
When we ask for more private information about you, like any health conditions or ethnicity, we will need to get your consent. This is because this information is treated in a special way by the law. You can always withdraw this consent and request we remove what you told us.
How CAW stores your information
Your information is stored electronically in various folders on our server and in Sage HR, a software package. There will also be an individual paper file.
How CAW shares your information?
CAW only shares your data anonymously with national Citizens Advice and Woking Borough Council to demonstrate the diversity of our Volunteers and Trustees
How long does CAW keep your records?
Application forms and references are kept for one year from the date they are received. Joint Progress Reviews are kept for 5 years from the date of the Review. All other records are kept for 6 years from the date of leaving CAW.
Our Paid Staff
We have to ask you for the personal information we need to enable us to assess your application as to your suitability for the position applied for. When we record your personal information we only access it when we have a good reason, only share what is necessary and relevant and do not sell it to commercial organisations.
How CAW collect your data?
We ask all potential employees to complete an application form to be submitted for consideration. This will either be received as a paper copy or sent electronically. Once a position is offered and accepted we also ask for a joining form to be completed which again will be a paper or electronic version.
What CAW asks for
- Information about who you are e.g. your name, address, date of birth and contact details
- Information about the skills you can offer and the experience you have from your past and present working and social life skills
- Bank account details
- Information about the name and telephone number of your emergency contact
- Completion of the equality diversity monitoring form to give us information about your race or ethnicity, physical or mental health, sexual life or orientation, religious belief.
How CAW use your information
We take your privacy seriously and we will only ever collect and use information which is personal to you where it is necessary, fair and lawful to do so. We will use your personal information to –
We use your information to –
- Assess you suitability for the role applied for and to form the basis of an interview
- To add your information to our Sage HR and Payroll software package
- To add you to our group email contact list so we can send you the weekly newsletter, training opportunities, fundraising activities, documentation for meetings and calls for additional help
- To pay expenses
- To form the basis of your Appraisal
- To show the diversity of Paid Staff anonymously to Citizens Advice and our main funder, Woking Borough Council
Do you have to give consent for us to use information about you?
We can use the personal information you provide because we have a contractual lawful basis to do so.
When we ask for more private information about you, like any health conditions or ethnicity, we will need to get your consent to record this. This is because this information is treated in a special way by the law. You can always withdraw this consent and request we remove what you told us.
How CAW stores your information
Your information is stored electronically in various folders on our server and in Sage HR and Payroll, a software package. There will also be an individual paper file.
How CAW shares your information?
CAW only shares your data anonymously with national Citizens Advice and Woking Borough Council to demonstrate the diversity of our Volunteers and Trustees
How long does CAW keep your records?
Application forms and references are kept for one year from the date they are received. Appraisals are kept for 5 years from the date of the appraisal. All other records are kept for 6 years from the date you leave CAW.
Our Supporters
We ask you for your personal information when you support us at a fund raising event or make a donation so we may contact to let you know about a future event and to enable us to claim Gift Aid on any donation. When we record your personal information we only access it when we have a good reason, only share what is necessary and relevant and do not sell it to commercial organisations.
How CAW collects your personal information?
Personal information will be collected when attending a fundraising event by completing a request form for tickets to an event and/or signing a Gift Aid Form when making a donation.
What CAW asks for
- Information about who you are e.g. your name, address and contact details
How CAW use your information
We use your information to –
- Contact you for future fundraising events
Do you have to give consent for us to use information about you?
You will be asked to consent to the collection and processing of your personal information.
How CAW stores your information
Your information is stored electronically in various folders on our server
How CAW shares your information?
We will not share your personal information with any third party.
How long does CAW keep your records?
CAW will delete your records within 12 months of the event and/or donation taking place unless you agree when contacted for the personal information to continue to be stored.