Skip to navigation Skip to content Skip to footer

When you make a donation to our service - our privacy policy

When you donate to us we need to collect some of your personal information. We’ll always collect, use and store your data responsibly, and make sure your data is protected.

This policy covers the network of local and national Citizens Advice. The policy might change from time to time, but we’ll update this page when it does. 

What information we ask for

The personal information we collect depends on what we need to do with it.

We'll need to collect certain information to process your donation. We might also need to collect other information if you ask us to do something else - for example, if you also want us to add you to one of our mailing lists to keep you updated about our future fundraising activities or our work.

We might need to collect, store and use the following kinds of personal information:

  • data to identify you, such as your name, username or your date of birth - for example, if you make a donation or sign up for an event

  • your contact details, such as email address, postal address and phone number - for example, if you sign up to receive communications from us

  • financial data, such as your bank or card details -  when you make a donation (we don’t store card information) 

  • images, photographs or video - for example, if you give us permission to record and share your individual experience for promotional reasons

  • marketing data, such as your preferences for how we communicate with you

  • your reason for donating and specific interests relating to the work of Citizens Advice - this means we can make sure our communications with you are relevant

  • records of your history with us, including transaction data, details of your donation, correspondence and events you’ve attended

How we use your information

We’ll only use your data for the reason it was collected. For example, for:

  • processing information internally

  • processing a payment

  • deciding how we continue to communicate with you and what we send 

  • reviewing our services and how we operate

The lawful grounds we use to process your personal data are:

  • contractual -  if we enter into a contract with you, we’ll process information to administer that contract

  • legal obligations - we’ll sometimes pass on personal information to comply with our legal obligations. For example, providing tax and gift aid information to HMRC in the UK 

  • legitimate interest - our legitimate interests enable us to meet our charitable objectives. This includes governance and operational management, publicity and income generation, administration and financial management and control

  • consent - we rely on consent as a legal basis to process your information when we send you marketing communications about fundraising, campaigning or events.  You have the right to withdraw your consent at any time by emailing or clicking the unsubscribe link in any emails we send you

Facebook and Instagram 

When we run a fundraising campaign on Facebook and Instagram, we use a cookie (also known as a pixel) on a very small number of fundraising-related pages on our website to help us run the campaign effectively. We identify these pages by adding a static text box that alerts users to the fact that we are using a cookie on the page and includes a link to this privacy policy.

The cookie we use helps us to:

  • Make the most of our resources by delivering the content to people most likely to engage with it

  • Build ‘lookalike’ audiences, in order to reach more people who might be interested in the work we do

  • Engage with people who have shown an interest in our content previously

Please see the 'How we use cookies' section on our website for more information.

Facebook and Instagram might use the information they collect about the pages you’ve visited on our website, to serve you advertising based on this information. You can learn more about how Facebook uses cookies on their website - it includes information about how you can control how Facebook uses cookies in relation to your account.

When we share your information

We might share your information without your consent if we’re required to by law, for example: 

  • to assist police enquiries 

  • in response to court orders 

  • to prevent fraud 

  • to protect your safety or the safety of others

We might also need to share your personal information with suppliers who provide products or services that help us do our work - for example, organisations that help us manage donations. 

We make sure the suppliers we work with follow data protection law. We’ll manage the relationship with them and their obligations through a legally binding data processing agreement.

They’ll only use your information to do the work we’ve asked them to and only if that information is relevant to the work they’re doing. They can’t give, sell or rent your personal information to anyone else for any reason.  

We might  also share your data within our local Citizens Advice network. For example, there might be a local Citizens Advice close to where you live or work, or you might have donated to them before.

Storing your information

We’ll store your information for 6 years. If you tell us you don’t want us to contact you, we’ll still need to store your information for financial reasons.  

We'll do all we can to maintain the security, integrity and confidentiality of your data. We'll make sure your information is handled sensitively and securely.

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

You can email us at

If you want to make a complaint

If you're not happy with how we've handled your data, you can make a complaint.