Support for the people of Medway

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.

Coronavirus: Test and Trace if you get advice in person

If you get advice in person we'll ask for your:

  • name
  • email address or telephone number

We'll keep this information in our secure case management system. We might be asked to share your name, contact details and the date of your visit with Test and Trace or local public health organisations. This is to help track cases of coronavirus. They might contact you if they think you're at risk after your visit. For example, because someone getting advice at the same time has tested positive for coronavirus. You can find out more about Test and Trace in England on GOV.UK or Test and Trace in Wales on GOV.WALES.

We'll never share information about the reason for your visit. If you can't give contact details, for example, if it's not safe for you to do so, we'll still be able to give you advice in person. Unlike most situations, we won't ask for your consent before we share your contact details. If you don't want us to share this information you can tell your local office you want to opt out. We’re doing this to help keep you and the public safe, This is a ‘legitimate interest’ of Citizens Advice. We won't share your contact details with anyone other than Test and Trace or a local public health organisation. If we share your information we'll let you know, and offer further support. If you want to know more about changes to our face to face services or how your information will be used, please contact us.

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 covers how we, as your local charity, handle your information locally in our offices.

How Citizens Advice Medway collects your data

‘To find out what information we ask for, see our national Citizens Advice privacy policy. Permission to collect client information and the legal basis on which we’re using
it is obtained via our Generalist, Money Advice, and Legal Aid Agency Consent Forms.

What Citizens Advice Medway asks for

‘To find out what information we ask for and 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. Commonly this can be DWP, local debt collection agencies, County Courts, or Medway Council. Consent will always be obtained first (in writing) and a client will always be made aware of who we feel needs their information prior to any usage taking place.

How Citizens Advice Medway stores your information

Non-national Citizens Advice systems we used to retain and store information locally are:

  • Server
  • SharePoint
  • Office 365

How Citizens Advice Medway shares your information

Commonly this can be DWP, local debt collection agencies, County Courts, or Medway Council. Consent will always be obtained first (in writing) and a client will always be made aware of who we feel needs their information prior to any usage taking place. No funders are provided with identifying information about our clients under any circumstances.

Contact Citizens Advice Medway about your information

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

Address: Third Floor, Kingsley House, 37-39 Balmoral Road, Gillingham, Kent, ME7 4PF

Phone: 01634 383 760 – Monday to Friday from 9am to 5pm

Email: info@medwayadvice.org.uk

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.

Our supporters

Our partners

Our use of cookies

We use necessary cookies to make our site work. We'd also like to set analytics cookies that help us make improvements by measuring how you use the site. These will be set only if you accept.

For more detailed information about the cookies we use, see our Cookies page. Cookie Control Link Icon


Necessary cookies

Necessary cookies enable core functionality such as security, network management, and accessibility. You may disable these by changing your browser settings, but this may affect how the website functions.