Dover, Deal & District Citizens Advice 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:

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:

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.


How Citizens Advice Dover, Deal & District collect your data


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


What Citizens Advice Dover, Deal & District ask for


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


How Citizens Advice Dover, Deal & District 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 the Jobcentre, Dover District Council or the Money Advice Service.


How Citizens Advice Dover, Deal & District store your information


Locked file cabinets.


How Citizens Advice Dover, Deal & District share your information


We only share your information with another organisation with your explicit consent.


Contact Citizens Advice Dover, Deal & District about your information


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

Telephone: 01304 202442 Monday - Thursday 9:30am - 4:00pm

Email the Chief Officer Jan Stewart: Send an email

You can contact us to:


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.

Complaints

Please click below if you would like to find out how to make a complaint about the service you have received.

Do you have a complaint about Citizens Advice

If we’ve let you down, tell us

We want everyone who uses Citizens Advice to be happy with the service we provide.

That’s why, if we’ve let you down, we want to hear from you – no matter how big or small the issue is.

Often, we’ll be able to put things right. And even when we can’t, knowing where we’ve gone wrong will help us do better in the future.

We promise to deal with every complaint quickly, professionally and confidentially.

Asking the local Citizens Advice to resolve the problem

It’s important to the local Citizens Advice to know what we’ve done wrong, so we can do our best to put it right.

Don’t be afraid to speak to the Manager or person in charge of complaints. They will often be able to solve the problem straight away.

If they can’t, or you’re still not happy, you can make a formal complaint.

Making a formal complaint

There are several ways to make a complaint. You can write a letter explaining what happened and send it to the address at the bottom of this notice, or drop it into the local Citizens Advice centre you are complaining about.

Alternatively, you can call or email the Citizens Advice Feedback team using the details on the back of this leaflet and they will pass your complaint to the right person.

Your complaint will be investigated by someone who isn’t directly involved. If it’s upheld, we’ll apologise fully – and, if appropriate, let you know what we’re doing to put things right.

We aim to respond to every complaint within eight weeks. If it’s going to take longer than this, we’ll explain why and keep you informed of progress.

Asking for a review

If you feel we haven’t dealt with your complaint properly, or you aren’t satisfied with the outcome, you can ask us to review the decision.

Please make sure you ask for this within four weeks of receiving the decision by contacting the Feedback team – details on the back of this leaflet. The review will be overseen by our Chief Executive.

Using an independent adjudicator

If you are still not happy with the decision, you can refer your complaint to an independent adjudicator.

An independent adjudicator is someone unconnected with Citizens Advice who will decide whether we’ve dealt with your complaint fairly.

If you want to progress to this stage, you must contact us within four weeks of receiving your review decision from Citizens Advice. Contact the Feedback team using the details on the back of this leaflet.

Contacting the Financial Ombudsman Service

The Financial Ombudsman Service provides a free, independent service for clients to solve disputes with not for profit debt advice providers.

The Financial Ombudsman Service will only step in once a local Citizens Advice has had the opportunity to investigate a complaint, so please contact the local service first.

If your complaint is about debt advice or if you were seeking advice about your credit record and you are not satisfied with the final response, or if eight weeks have passed since you first let us know about your concerns, you can ask the Financial Ombudsman to review your complaint.

Who to complain to

Local Citizens Advice

The Manager of the local Citizens Advice centre or the Chair of the Trustee Board at the address below:

The Cedars

26 Victoria Road

Deal

CT14 7BJ

To contact the Citizens Advice Feedback team by phone: 03000 231 900

By email: feedback@citizensadvice.org.uk

Financial Ombudsman Service

By post:

Financial Ombudsman Service

South Quay Plaza

183 Marsh Wall

London

E14 9SR

By phone:

0800 023 4567 – free for people phoning from a ‘fixed’ line (eg a landline at home).

0300 123 9123 – free for mobile phone users who pay a monthly charge for calls to numbers starting 01 and 02.

By email:

complaint.info@financial-ombudsman.org.uk

Online:

financial-ombudsman.org.uk

Immigration casework complaints

How to complain about immigration advice

The Immigration Services Commissioner who looks after the standards of immigration advice will investigate complaints about immigration casework. You can make a complaint instead of approaching your local Citizens Advice or can do so at any stage during the Citizens Advice complaint procedure.

By post:

Office of the Immigration Services Commissioner

Complaints Team

5th Floor, 21 Bloomsbury Street

London

WC1B 3HF

By phone:

0207 211 1500

0345 000 0046

By email:

complaints@oisc.gov.uk

Online:

gov.uk/find-an-immigration-adviser/complain-about-an-adviser

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