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Privacy Policy

At Citizens Advice Nottinghamshire Central and South, we collect and use your personal information to help solve your problems, improve our services, and tackle wider social issues.

You can find a copy of our full privacy notice here.

The below provides a summary of key points.

We process your data strictly in accordance with UK data protection laws, including the Data Protection Act 2018, UK GDPR, and the Data Use and Access Act 2025.

1. How We Collect and Use Your Data

We collect information when you contact us in person, by phone, email, webchat, online/paper forms, or via professional referrals.

  • For Advice Services: We collect your contact details, financial situation, housing conditions, health or disability status, and details about your enquiry. Phone calls for specific services (like Help to Claim) are recorded for training and quality.
  • For Research and Statistics: We use case data, surveys, and focus groups to improve services and inform campaigns. We only contact you for feedback if you give explicit permission. This data is anonymised before being shared externally.
  • For Fundraising: If you donate directly or through platforms like JustGiving, we collect your name and billing details to process payments and handle Gift Aid with HMRC.

2. Our Lawful Basis for Processing

We rely on Legitimate Interest to deliver our core services. For health, disability, or other sensitive (“special category”) data, we process information under Substantial Public Interest (to provide confidential counselling, advice, and support) or to establish, exercise, or defend Legal Claims.

3. Sharing Your Information

We operate under a strict confidentiality policy. Your details stay within the Citizens Advice network unless you give us permission to share them, or we are legally required to do so (e.g., safeguarding or fraud prevention).

We work with specific local partners to provide joined-up support. We may securely share relevant data with:

  • Local Authorities & Funders (typically anonymised data)
  • Referral Partners: Equation, Futures, Standguide, Notts Energy Partnership, and the NHS.
  • Joint Project Partners: Money and Pensions Service, Change Grow Live (CGL), Nottinghamshire MIND, and Broxtowe Youth Homelessness (Mediation Project data is retained for 5 years) and national Citizens Advice.
  • Essential Tech Providers: Microsoft, Google, Orbitis, 20i Limited, and Ionos securely host our IT infrastructure.

4. Cookies on Our Website

Our website uses cookies to improve your browsing experience. This includes Strictly Necessary cookies (to make the site work), Performance cookies (to monitor site traffic anonymously), and Targeting cookies (for tailored advertising). You can change your cookie preferences at any time via the banner on our website.

Your Rights & How to Contact Us

Under UK law, you have rights regarding your personal data, including the right to access it, correct inaccuracies, request deletion, or object to its use (restrictions may apply depending on legal obligations).

  • To exercise your rights or make a complaint: Email us at gdpr@ca-centralnotts.org.uk.
  • National Citizens Advice DPO: Email DPO@citizensadvice.org.uk.
  • Independent Regulation: If you remain unsatisfied, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO) at org.uk or call 0303 123 1113.

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