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Privacy policy & Cookies

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Privacy Policy

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.

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.

What information Citizens Advice Mid-North Yorkshire ask for

To find out what information we ask for, see our national Citizens Advice privacy policy

How Citizens Advice Mid-North Yorkshire use your information

To find out how we use your information, see our national Citizens Advice privacy policy

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.

For example, on behalf of our clients we commonly share information with, where applicable, local authorities,  local Housing Associations, etc.

How Citizens Advice Mid-North Yorkshire store your information

The majority of information is stored on Casebook, the national Citizens Advice case management system.
Information is also stored on our servers and cloud based system Google G-Drive.

How Citizens Advice Mid-North Yorkshire share your information

We may share your information, but only ever with your specific consent, with   partner organisations to whom we make referrals, organisations as part of our casework, or to funders.

Contact Citizens Advice Mid-North Yorkshire about your information

If you have any questions about how your information is collected or used, you can contact our office:

Telephone 01748 823862, open Monday to Friday 9.00 am – 4.30 pm

Email: admin@northyorkslca.org.uk

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.

You can find out more about your data rights on the Information Commissioner’s website.

Email privacy and confidentiality information

Citizens Advice Mid-North Yorkshire is covered by the Data Protection Act and is a member of Citizens Advice which electronically processes any personal information. Citizens Advice will treat your personal information as confidential and this will not be given to anyone else without your prior consent or sold to anyone. Citizens Advice will keep your email electronically for reference and audit purposes. Your email may be used for anonymous statistical reports to funders with the aim of improving the service provided to all clients by Citizens Advice.

Email is a way of making general enquiries but it is not a secure way to send personal information. Citizens Advice makes every effort to ensure the security and integrity of emails on our systems. Unfortunately, no data transmission over the internet can be guaranteed to be 100% secure. As a result, while we strive to protect your personal information after we’ve received it, Citizens Advice cannot ensure or guarantee the security of information when it is being transmitted.

Citizens Advice will return information to the email address of the sender only.  If an email from Citizens Advice contains sensitive personal data about you, Citizens Advice will only send with your specific consent and will protect it by encrypting it. It is the sole responsibility of the sender to secure the privacy of this correspondence.

If you are concerned about confidentiality then please contact us by phone or in person.

Under the Data Protection Act 2018, we need your consent to store your personal details. By using our email advice service, you agree to the following statement: “I give my consent for the Citizens Advice service to process and use my personal information. I understand that this information will be kept confidential to the Citizens Advice service”.

Citizens Advice is committed to safeguarding your privacy, while providing a high quality of service. Citizens Advice will treat your personal information as confidential and your details will not be given or sold to anyone.

We will use the information collected online to help us understand more about how our site is used by visitors, and to develop and enhance our services to you.

Note: This privacy policy only covers this website citizensadvicehrs.org.uk 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.

Cookies

A cookie is a bit of information kept on a visitor’s computer. We use cookies on this site to:

  • track aspects of user visits, including the length of a user’s visit, their browser, geographic location and the use of the search facility on this website (For more information on Google Analytics tracking:http://code.google.com/apis/analytics/docs/concepts/gaConceptsCookies.html)
  • remember users selected contrast and/or text resizing style preferences for this website
  • record a user’s video preferences for our YouTube videos viewed on this website.

Web chat service

We use cookies to enable our online live chat communication provided by Click4Assistance. Information about the types of cookies used by Click4Assistance can be found here - http://www.click4assistance.co.uk/privacypolicy.aspx

How you can manage or delete cookies

If you don’t want to receive cookies, you can change settings in your web browser so that your browser tells you when cookies are sent to it or you can refuse cookies altogether. You can also delete cookies that have already been set.

If you wish to restrict or block web browser cookies, the Help function within your browser should tell you how. Alternatively, these sites can provide more information on how to do this:

Name Nature and Purpose Category Expires
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These cookies are set by Click4Assistance to allow for the live chat to work. It needs this so that it can send the message and request a callback. Site Functionality Persistent
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PHPSESSID The PHPSESSID cookie enables websites to store serialised state data. This only lasts the session that you are browsing so that it is unique to each person who browses the website. Necessary Session
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__utma This cookie keeps track of the number of times a visitor has been to the site, it allows for us to track how many people view the site and what page they view. Performance Persistent
__utmb This cookie takes a timestamp of when the a user first joins the site. For example when someone first loads the site. Performance Persistent
__utmc This cookie works alongside the _utmb cookie however this one takes a timestamp when the site is left. Performance Session
__utmt This cookie is used to limit the request rate for the website. Limiting the collection of data on high traffic sites. Performance Persistent
__utmz This cookies keeps track of what software and keywords etc that was used to find the site. For example this could collect information like that the search was from google and Warm and Well was searched for. Performance Persistent
dnn_IsMobile This is used to indicate to us weather you are browsing on a mobile or on a desktop. Necessary Session
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Complaints

All local Citizens Advice have a complaints handling procedure. You can request a copy of the complaints leaflet to be emailed or posted to you from the local Citizens Advice that has dealt with your enquiry.

More on our complaints procedure.
 

Queries

If you have any questions or concerns about how we will use the information you tell us please telephone 01748 823862 or email asm@northyorkslca.org.uk. (Please note we do not provide advice from this email address.)
 

Disclaimer

Citizens Advice Mid-North Yorkshire has tried to ensure that the information on this website is accurate. However, Citizens Advice Mid-North Yorkshire 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 Mid-North Yorkshire 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 Mid-North Yorkshire 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 Mid-North Yorkshire, of the linked website or any association with its operators. Further, we have no control over the availability of the linked pages.

The inclusion of any link should not be taken as endorsement of any kind by Citizens Advice of the linked website or any association with its operators.
 

Copyright

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 and other copyright owner(s) as specified. No part of this site or sub-domains of this site may be distributed or copied for any commercial purpose.