Formalities

Citizens Advice Kingston is a Company limited by Guarantee, registered in England and Wales, number 2751279.

The Registered Office is:

Neville House, 55 Eden Street, Kingston, Surrey KT11BW

We are a registered Charity and our Charity munber is 1015180

We are regulated by the Financial Conduct Authoirty and our number is FRN 617641

Email privacy and confidentiality information

Citizens Advice Kingston is covered by the Data Protection Act. Citizens Advice Kingston is a member of Citizens Advice which electronically processes the personal information. Citizens Advice will treat your personal information as confidential. Your personal details will not be given to anyone else without your prior consent or sold to anyone. Citizens Advice will keep your email electronically for reference and audit purposes. Your email may be used for anonymous statistical reports to funders with the aim of improving the service provided to all clients by Citizens Advice.

Internet email is a way of making general enquiries but it is not a secure way to send 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.

Citizens Advice will return information to the email address of the sender only.  If an email from Citizens Advice contains sensitive personal data about you, Citizens Advice will only send with your consent and will protect it by encrypting it. It is the sole responsibility of the sender to secure the privacy of this correspondence.

Emails from Citizens Advice may be confidential and are intended solely for the use of the individual to whom they are addressed. If you are not the intended recipient of this email, you must neither take any action based upon its contents, nor copy or show it to anyone. Please contact the sender if you believe you have received this email in error.

If you are concerned about confidentiality then please contact us by phone or in person. 

We always do our best to provide you with a great service. However, sometimes things do go wrong and if this happens to you, we will work with you to resolve any complaint you have.

In the first instance, get in touch with us and we can check things out with you. Here is the form for you to contact us about your complaint..

Here is our formal complaints process for your information..

and here are the notes we give to all clients who need ongoing support:

Citizens Advice Kingston will provide you with

  • Confidential advice. We will not tell anyone about your case and will not pass on anything from our records to anyone outside the Citizens Advice service without your permission, unless we are required to do so by law or it is the right and necessary thing to do. Our records are subject to quality checks. We will respect your data protection rights for any information you provide to us. Please ask to see our Privacy Policy if you would like to know more.
  • Follow-up work. Any follow up work will be agreed between your adviser and you. This may include negotiating on your behalf with other organisations by letter or phone. We will discuss any offer with you before accepting it, unless you have specifically told us what to do.
  • A complaints procedure, if you are not satisfied with the service we have provided. If you wish to complain, please ask for the leaflet which explains how to complain.

We cannot guarantee to take on all cases, even if someone is already a client. We may also have to stop advising you if we believe we cannot make progress on your case for you or there is no further good outcome that can be gained, or if you do not do what we expect of you.

In return, we expect you: 

  • To keep appointments you have made with us or let us know in advance if you can’t make it.
  • To inform us of any changes in your circumstances which may be relevant to your case. Examples of relevant changes are change of address, birth of a child, additional income
  • To provide all the papers relevant to your case which your adviser asks for. This includes notification of court or tribunal dates etc.
  • Not to take action on your case on your own behalf without discussing it first with your adviser.
  • To provide written evidence of your income, debts or other financial matters where appropriate. Your adviser will let you know what is needed.
  • To follow our advice – unless you and your adviser agree you should do something different. 
  • To be honest with us about the circumstances of your case, for instance by telling us about all your debts and income or what led up to your being asked to leave your employment.  
  • To always treat our staff and volunteers with dignity and respect.

We reserve the right to stop advising you if:

  • you turn down a reasonable offer from the other party because you wish to take the matter to a tribunal or court hearing. Your adviser will discuss with you whether an offer is reasonable in the circumstances.
  • you do not follow our expectations listed here.

 

Statement of Internal Controls for Information Assurance

The local Citizens Advice trustee board oversee the information security of all personal information of our clients, staff, funders and strategic partners that is processed. The local Citizens Advice hold joint responsibility for client data that is held in our case management system, with the national Citizens Advice Service. An information assurance management team exists to ensure the confidentiality, integrity and availability of all personal and sensitive data is maintained to a level which is compliant with the requirements of the UK General Data Protection Regulation and Data Protection Act 2018.

NB if you want advice then please click the link to use the contact form thank you

 

How we use your data – website privacy policy and data protection

At Citizens Advice 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 confidential. When we record and use your personal information we:

    • only access it when we have a good reason
    • only share what is necessary and relevant
  • don’t sell it to commercial organisations

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:

    • to comply with the law – for example, if a court orders us to share information. This is called ‘legal obligation’
    • to protect someone’s life – for example, sharing information with a paramedic if a client was unwell at our office. This is called ‘vital interests’
    • to carry out our legitimate aims and goals as a charity – for example, to create statistics for our national research. This is called ‘legitimate interests’
    • for us to carry out a task where we’re meeting the aims of a public body in the public interest – for example, delivering a government or local authority service. This is called ‘public task’
    • to carry out a contract we have with you – for example, if you’re an employee we might need to store your bank details so we can pay you. This is called ‘contract’
  • to defend our legal rights – for example, sharing information with our legal advisors if there was a complaint that we gave the wrong advice

We handle and store your personal information in line with the law – including the General Data Protection Regulation.

You can check our main Citizens Advice policy for how we handle most of your personal information.

This page covers how we, as your local charity, handle your information locally in our offices.

How Citizens Advice Kingston collect your data

You can contact us online, by phone or in person. If you use our online (email) submission form which is on our website then your data is collected in a spreadsheet that is held ‘in the cloud’ and access to this is restricted to people who will be helping to answer your query. If you don’t want to share your information in this way, then you can use a different way to get in touch with us such as phone us or call into our information centre. The form makes this clear so you can be reassured that you can choose the best way to get in touch with us. If you phone us then we will talk to you about what information we need to get from you in order to help you and, if you are not happy with sharing this information, we will direct you to our website self help materials which may have the answer for you.

What Citizens Advice Kingston ask for

To find out what information we ask for, see our national Citizens Advice privacy policy

How Citizens Advice Kingston use your information

To find out how we use your information, see our national Citizens Advice privacy policy

Working on your behalf

When you give us authority to act on your behalf, for example to help you with a Universal Credit claim, we’ll need to share information with a third party. Often this will be the local authority ( Kingston Council ) or the local Department of Work and Pensions. It may be your employer or your landlord if you ask us to contact them about your situation. We may do this by phone/post or email.

How Citizens Advice Kingston store your information

We may hold information about you on our ‘Google Drive’ system which is cloud based document storage that may contain copies of letters we have written on your behalf or letters or other documents you have shared with us to help us to help you on your case.

How Citizens Advice Kingston share your information

We may share your details with a partner agency such as a local solicitor offering a free appointment to you, or another local Citizens Advice office offering, for instance, Pensionwise appointments or specialist debt advice appointments. We may also share your details with a ‘3rd party’ if you have asked us to contact them on your behalf. We may do this by phone/post or email.

Who’s responsible for looking after your personal information

The national Citizens Advice charity and your local Citizens Advice operate a system called Casebook to keep your personal information safe. This means they’re a ‘joint data controller’ for your personal information that’s stored in our Casebook system.

Each local Citizens Advice is an independent charity, and a member of the national Citizens Advice charity. The Citizens Advice membership agreement also requires that the use of your information complies with data protection law.

You can find out more about your data rights on the Information Commissioner’s website.

Note: This privacy policy only covers this website www.citizensadvicekingston.org.uk  ; 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.

 

If you have any concerns about the privacy of your data you can contact the Information Commissioners Office

If you have already used our service- here is how to contact us about the data we hold about you.

If you have any questions about how your information is collected or used, you can contact our office.

Chief Executive Officer,  Citizens Advice Kingston, Neville House, 55 Eden Street, Kingston. Surrey KT11BW                               

or you can fill out this form (for queries on GDPR and Data Protection only):

You can contact us to:

    • find out what personal information we hold about you
    • correct your information if it’s wrong, out of date or incomplete
    • request we delete your information
    • ask us to limit what we do with your data – for example, ask us not to share it if you haven’t asked us already
    • ask us to give you a copy of the data we hold in a format you can use to transfer it to another service
  • ask us stop using your information