Privacy & Cookie 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 Oxfordshire collects your data

When you contact us for advice or information, we ask for your consent to collect your personal data. If you contact us face to face, this will be through completing and signing our consent form. If it is over the phone, we will ask for your express verbal consent. If you contact us for advice by email, we will ask you to electronically tick a box which allows us to record your personal data.

What Citizens Advice Oxfordshire asks for

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

How Citizens Advice Oxfordshire uses 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. We will only share information with your agreement.

How Citizens Advice Oxfordshire stores your information

We store your information locally on a secure and encrypted server. Where we hold paper information we keep this locked in secure storage cabinets.

How Citizens Advice Oxfordshire shares your information

When we share your information with third parties, such as solicitors or other organisations we have referred you to, we transmit this information by secure, encrypted and password-protected email.

Contact Citizens Advice Oxfordshire about your information

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

Write to: Your local Citizens Advice 

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.


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