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Privacy policy and use of cookies

Citizens Advice is committed to safeguarding your privacy, while providing a high quality of service. Citizens Advice will treat your personal information as confidential and your details will not be given or sold to anyone.

We will use the information collected online to help us understand more about how our site is used by visitors, and to develop and enhance our services to you.


We use cookies* to:

  • track aspects of user visits, including the length of a user's visit, their browser, geographic location and the use of the search facility on this website
  • remember users selected contrast and/or text resizing style preferences for this website
  • record a user's video preferences for our YouTube videos viewed on this website.

Cookie name, purpose and expiry details

Cookie namePurposeExpires
__utmaUsed to determine unique visitors to this site and it is updated with each page view. Additionally, this cookie is provided with a unique ID that Google Analytics uses to ensure both the validity and accessibility of the cookie as an extra security measure.† 2 years from set/update
__utmbUsed to establish and continue a user session with this site.† 30 minutes from set/update
__utmcUsed to determine whether or not to establish a new session for the user.† At end of session
__utmzStores the type of referral used by a visitor to reach this site, whether via a direct method, a referring link, a website search, or a campaign such as an ad or an email link. It is used to calculate search engine traffic, ad campaigns and page navigation within this site. The cookie is updated with each page view to this site.†6 months from set/update
AGLogonStores login details if the "Remember me" option has been selected.90 days
ANONIDAnonymous session cookie. Used where information you have entered needs to be used over several pages. For example the contact form and letter generators.When the user exits the browser
cabStyleStores your size and colour selection.1 year
eprivacyStops the banner message about cookies showing on every page. It is only shown on the first three pages visited, or until it is closed.1 year
extentUsed to remember which part are of the UK you prefer to view information in. This allows you to skip the splash screen.1 month
REQURLAllows a user to be sent to the correct page following a login.At end of session
SESSIONRequired so users can log in.At end of session
LivePersonIDSet cookie with site page address, includes LivePerson VisitorID and creation time.1 year
LivePersonIDSet cookie with site page address, includes LivePerson VisitorID and creation time.1 year
HumanClickKEYThe session key of a visit.At end of session
HumanClickACTIVEAcceptance test cookie.1 day



LivePerson server identificiation.At end of session
HumanClickCHATKEYUnique key to identify each chat session.At end of session
PHPSESSIDMaintains a web chat session.At end of session

*cookie - a bit of information kept on a user's computer.

† For more information on Google Analytics tracking:

How you can manage or delete cookies

If you don't want to receive cookies, you can change settings in your web browser so that your browser tells you when cookies are sent to it or you can refuse cookies altogether. You can also delete cookies that have already been set.

If you wish to restrict or block web browser cookies, the Help function within your browser should tell you how. Alternatively, these sites can provide more information on how to do this:

Your personal information

When you provide Citizens Advice with personal information, for example, when using the feedback form, we take steps to ensure that your information is treated securely. For full details of how we handle your personal information:

Citizens Advice makes every effort to ensure the security and integrity of emails on our systems. Unfortunately, no data transmission over the internet can be guaranteed to be 100% secure. As a result, while we strive to protect your personal information after we’ve received it, Citizens Advice cannot ensure or guarantee the security of information when it is being transmitted.

Note: This privacy policy only covers this website; other websites linked from this website are not covered by this policy. Once you have accessed another website via one of our links you will be subject to the security and privacy policy of that site.