Local Office 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

We collect and use the details you give us so we can help you. We have a ‘legitimate interest’ to do this under data protection law. This means it lets us carry out our aims and goals as an organisation. We'll always explain how we use your information. 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 UK 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 Oxford collect your data

When you use our website, www.citizensadviceoxford.org.uk, we ask for your consent to collect data using cookies, which are small lines of data which our website stores on your computer. We try to use as few cookies as possible, and on any page of our website, you can click the picture of a cookie in the bottom left to choose which cookies you want to use.

When you use any of the forms on our website (for example, the “Request Email Advice Callback” form or the “Apply for a Job” form), we ask you for your consent to use that form to collect your data. Data from these forms is stored in our secure cloud storage, provided by Google Workspace - see below under “How We Store Your Information”.

When you email us, your emails are stored in our secure cloud storage, provided by Google Workspace - see below under “How We Store Your Information”. If we have not had recent contact with you about a particular issue we will ask you to give us authorisation to store any special category data. When you talk to an adviser about your case either in person or on the phone, any notes they make on your case will be stored in hard copy (for instance, in a notebook) or in secure electronic format temporarily, until the information is uploaded to our national case management system, Casebook.

When the information has been uploaded to Casebook, any temporary electronic copies are deleted and any paper copies are securely destroyed by shredding. We get your consent on what information you want to share with us by getting you to fill in our “Client Permission and Consent Form”.

For any other ways we collect your data, we use the national Citizens Advice privacy policy.

What Citizens Advice Oxford ask for

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

How Citizens Advice Oxford uses your information

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

Working on your behalf

When you give us authority to act on your behalf we’ll need to share information with that third party. For example, if you give us Authority to Act on your behalf on a matter regarding your council tax bill, we will share relevant information with Oxford City Council to allow us to progress your case.

How Citizens Advice Oxford stores your information

We use a secure cloud storage system provided by Google Workspace to store any emails you send us, and written documents about your case before they are uploaded to our national case management system, Casebook, which you can read about in our national Citizens Advice privacy policy.

  • When your email relates to an advice enquiry, we keep this information for as long as we need to progress your case by transferring it to our national case management system, Casebook. The original email is automatically deleted after 90 days, unless we have a legitimate reason to keep it for longer.
  • When your email relates to a non-advice enquiry, for instance a job application, we store the data in our secure cloud storage system provided by Google Workspace for no longer than the statutory retention period of the type of data the information relates to.

How Citizens Advice Oxford shares your information

We share your information when we refer you to partner organisations, but we only ever do this with your explicit consent. For example, if we think a partner organisation such as Crisis would be a better fit to handle your issue, we will ask you if you are happy for us to pass on your details to them. For all referrals to participating organisations we use a system called Refernet to do this, and you can read more about Refernet in the national Citizens Advice privacy policy.

We share data and case studies with our funders, so that they can see we are using the money that they have given us to help the people we have agreed to help. All statistical data shared with funders is anonymous, and all case studies are pseudonymised.

Contact Citizens Advice Oxford about your information

If you have any questions about how your information is collected or used, you can contact our office. You can do this by:
Post: Citizens Advice Oxford, Wesley Memorial Hall, New Inn Hall Street, Oxford OX1 2DH

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

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.