Privacy and confidentiality

Privacy policy

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 and 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:

  1. to comply with the law – for example, if a court orders us to share information (this is called ‘legal obligation’)
  2. 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’)
  3. 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’)
  4. 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’)
  5. 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’)
  6. to defend our legal rights – for example, sharing information with our legal advisers 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 and the Data Protection Act 2018.

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

How Citizens Advice Leiston, Saxmundham and District will use your information

We use a secure information system called Casebook to keep your personal information safe. This system is provided by the national Citizens Advice organisation.

When you contact us, information that you provide is only captured with your consent and then entered into Casebook. We only use that data in line with your agreement to help to resolve your problems; we may share it with others but only when you give us authority to act on your behalf.

We only use your information to help you with your issues and to ensure that the services we provide are relevant to your needs. We do this by analysing the data we hold in a way that does not identified individuals.


We retain your information for 6 years. If your case has been subject to a serious complaint, insurance claim or other dispute we keep the data for 16 years.


Citizens Advice Leiston, Saxmundham and District Citizens Advice Bureau is registered with the Information Commissioner’s Office (ICO) under registration number Z9103468 and conforms to the Data Protection Act 2018 and the General Data Protection Regulations (GDPR) that protect the data privacy of all EU citizens.

This is our data protection policy [ 26 kb].

Senior Information Risk Officer

Citizens Advice Leiston, Saxmundham and District have a Senior Information Risk Officer to oversee enquiries relating to this policy.

You can contact us to:

  • Find out and / or correct the personal information we hold about you
  • Request we delete your information
  • Ask us to limit what we do with your data
  • Ask us to give you a copy of the data we hold
  • Ask us to stop using your information

By calling 01728 832193 or by emailing us at