If you make a complaint, we collect personal information from you so we can help deal with your complaint.
We have a ‘legitimate interest’ to collect your information under data protection law. This means it lets us carry out our aims and goals as an organisation.
We collect your information from you via phone, email, online form or letter - depending on how you complain.
If someone contacts us on your behalf about a complaint we'll get your permission before we log any of your information or process the complaint.
If you make a complaint directly to a local Citizens Advice
Your local Citizens Advice will have their own policy about how they collect, use and store your information. Contact the local Citizens Advice and ask to see their policy - or check their website.
What information we ask for
So we can help you with your complaint, we need to know:
which local Citizens Advice you're complaining about
one way we can get in touch with you - email, phone or address
details of the complaint
You don't have to tell us, but we'll also ask you about your:
problem - for example, whether you wanted help with debt or housing
If you tell us you've a disability or support need, we'll also make a note of that so we can help you access our services.
If your complaint is about advice you received, we might need to look at the information we've recorded about your problem, and listen to your call if you received advice over the phone.
How we use your information
We use the information you give us to deal with your complaint.
We'll only access your information for other reasons if we really need to - for example:
for training and quality purposes
to include anonymised complaint statistics in internal reports
All staff accessing data have done data protection training to make sure your information is handled sensitively and securely.
When we share your information
If your complaint is about your local Citizens Advice, we might refer your complaint to someone there who will look into it.
If you escalate your complaint to an external independent adjudicator, we'll share your complaint information with them. We'll always ask for your consent before we do this.
If your complaint involves an insurance claim, we might share details of your complaint with our insurance representative, ADS.
Storing your information
We'll store your information securely on our internal systems.
We keep all data relating to your complaint for 6 years. If your complaint is about advice you received on the phone, this may include the recording of the call. If your complaint is serious or involves an insurance claim or other dispute we keep the data for 16 years.
Contact us about your information
You can contact us at any time and ask us:
what information we've stored about you
to change or update your details
to delete your information
Send us a message at firstname.lastname@example.org or call us on 03000 231 900.
If you want to make a complaint
If you're not happy with how we've handled your data, you can make a complaint.