Privacy Policy
Citizens Advice Sefton Privacy Policy 2025
At Citizens Advice Sefton, 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.
This privacy policy explains how we use your information and what your rights are. We handle your data in line with data protection law and our confidentiality policy.
Our Network
Citizens Advice is a membership organisation made up of the national Citizens Advice charity and local offices across England and Wales, including Citizens Advice Sefton.
Jointly Controlled Data
We use shared systems such as case management and telephony platforms.
- Access is restricted to authorised staff
- Used when multiple offices support your case
- Used for investigations or complaints where necessary
How We Use Your Data for Advice
Information We Collect
- Your name and contact details
- Personal and financial circumstances
- Details of services or purchases
- Special category data (e.g. health, ethnicity)
You can choose to remain anonymous if preferred.
Messages are encrypted. If we cannot contact you after 3 attempts, messages will be deleted.
How We Collect Your Information
Phone Services
- Debt line includes a recorded privacy message
- Voicemails are deleted once contact is made
- Advice calls are recorded on Casebook (no paper records)
SMS Reminders
We use Casebook to send appointment reminders, ensuring your consent is obtained.
Confidentiality Policy
- To prevent serious harm
- Where required by law
- Where public interest applies
- To defend legal claims or complaints
Who We Share Information With
- Sefton Council
- Department for Work and Pensions (DWP)
- HMRC
- Housing associations
- Utility suppliers
Research, Feedback & Statistics
We may collect feedback through surveys or questionnaires. Any shared data is anonymised.
Recruitment Data
Applicant data is stored securely for 12 months.
Website Usage & Cookies
Analytics
We use Google Analytics to understand how visitors use our website.
Manage Cookies
Data Retention
| Data | Purpose | Retention |
|---|---|---|
| Name, address | Volunteer application | 12 months |
| Name, address | Job application | 12 months |
Your Data Protection Rights
- Access your data
- Correct inaccurate data
- Request deletion
- Object to processing
Email: mail@seftoncab.org.uk
Complaints
Email: DPO@citizensadvice.org.uk
Information Commissioner’s Office
Wycliffe House, Water Lane
Wilmslow, Cheshire SK9 5AF
Helpline: 0303 123 1113