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Advice Southampton 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
When we record
and use your personal information we:
access it when we have a good reason
what is necessary and relevant
it to anyone
We handle and
store your personal information in line with the law.
When you use our
website, we collect a type of data called cookies which tell us what
you're clicking on. Find
responsible for keeping your personal information safe?
Southampton and The national Citizens Advice charity and local are
both responsible for keeping your personal information safe and
making sure we comply with data protection law. This means we're a
'joint data controller' for your personal information.
Southampton is an independent charity, and a member of the national
Citizens Advice charity.
accessed Citizens Advice Southampton
policy will tell you most of what you need to know about what happens
to your personal information.
If you’ve given
your personal information to a local Citizens Advice, you could check
around how your data is stored or shared. If you want to do this, you
can contact them directly or check their website.
What we do
with your information
How we handle
your personal information depends on how you interact with us.
you get advice from an adviser
our the advice pages of our website
When you make
a complaint about our service
When you make
If you make a
complaint, we collect personal information from you so we can help
deal with your complaint.
We collect your
information from you in person, by phone, email, or letter -
depending on how you complain.
contacts us on your behalf about a complaint we'll get your
permission before we log any of your information.
Advice has 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.
information we ask for
So we can help
you with your complaint, we need to know:
one way we
can get in touch with you - email, phone or address
You don't have to
tell us, but we'll also ask you about your:
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.
How we use
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
training and quality purposes
anonymised complaint statistics in internal reports
accessing data have done data protection training to make sure your
information is handled sensitively and securely.
When we share
If your complaint
is about our service and if we are unable to resolve the issue, we
might refer your complaint to someone at National Citizens Advice
there who will look into it. We'll only do this with your permission.
If you escalate
your complaint to an external independent adjudicator, we'll share
your complaint information with them.
If your complaint
involves an insurance claim, we might share details of your complaint
with our insurer, ADS.
We'll store your
information securely on our internal systems - sensitive data will be
We keep your data
for 6 years. If your complaint is serious or involves an insurance
claim or other dispute we keep the data for 16 years.
about your data
You can contact
us at any time and ask us:
information we've stored about you
or update your details
your details from our records
Send us a message
If you want to make a complaint
If you're not
happy with how we've handled your data, you can make a complaint.
You can find out
more about your data rights on the Information
When we use
your information without permission
In most cases,
we'll get your permission to collect, use, and store and share your
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:
with the law, called 'legal obligation' - for example, if a court
orders us to share information
someone's life, called 'vital interests' - for example, sharing
information with a paramedic if a client was unwell at our office
out our aims and goals as an organisation, called 'legitimate
interests' - for example, to create anonymous case studies and
statistics for our national research
for us to
carry out a task in the public interest or for our official
functions, and the task or function has a clear basis in law, called
'public task' - for example the Consumer Service
out a contract we have with you, called 'contract' - for example, if
you're an employee we might need to store your bank details so we
can pay you
our legal rights - for example, to resolve a complaint that we gave
the wrong advice