Privacy Policy

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:

  • 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 advisers 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.


    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 374333 Monday - Wednesday 9:30am - 3:00pm

    Email the Chief Officer Janet Stewart: Send an email

    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.


    Supported by:

    Kent County Council Logo
    Dover District Council Logo

    © 2018 Dover, Deal & District Citizens Advice

    The Cedars, 26 Victoria road, Deal, Kent, CT14 7BJ

    Registered Charity No. 1108967

    Registered Co. No. 5316853

    Authorised and regulated by the Financial Conduct Authority FRN:617587

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