Citizens Advice Maidenhead and Windsor 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.

Your personal information

When you provide Citizens Advice with personal information, for example, when using the email alert or volunteer request forms, we take steps to ensure that your information is treated securely.

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 www.maidenheadcab.org.uk and all pages within it; 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.

Privacy Policy

At Citizens Advice Maidenhead and Windsor 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 adviceWe handle and store your personal information in line with the law – including the General Data Protection Regulation.This policy covers how we, as your local charity, handle your information locally in our offices.
• You can check our main Citizens Advice policy for how we handle most of your personal information. Please ask us if you need help to access the national policy on-line, or would like us to give you a paper copy

How Citizens Advice Maidenhead and Windsor collect your data

We collect data in line with the national Citizens Advice privacy policy. Please ask us if you need help to access the national policy on-line, or if you would like us to give you a paper copy.

We collect the information from you by asking you to complete a registration form when you first visit our office, or over the telephone if you use the Adviceline service. Further data may be collected in the course of our contacts with you.

What Citizens Advice Maidenhead and Windsor ask for

The kind of information we ask for is set out in the national Citizens Advice privacy policy. Please ask if you need help to access the national policy on-line, or if would like us to give you a paper copy.

How Citizens Advice Maidenhead and Windsor use your information

We use your information in line with the national Citizens Advice privacy policy. Please ask us if you need help to access the national policy on-line, or if you would like us to give you a paper copy.

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 that third party; for example Maidenhead and Windsor Borough Council, The Department of Work and Pensions, the Pensions Service, or local housing associations.

How Citizens Advice Maidenhead and Windsor store your information

We store your infomation on our Casebook client information system in accordance with the national Citizens Advice privacy policy. Please ask us if you need help to access the national policy on-line, or if you would like us to give you a paper copy

We also maintain a secure paper filing system in our office for registration forms and other documents that we may gather in the course of helping you with your enquiry. These documents are stored, archived, and eventually disposed of in accordance with our national data retention policy.

We may use e-mail to help comunication on case work on your behalf. These e-mails are stored securely on our offcie computer and eventually securely deleted in accordance with our national data retention policy.

How Citizens Advice Maidenhead and Windsor share your information

Depending on your circumstances we may wish to share your data with specific partner organisations in order that you can receive the most appropriate form of help to address your problem.

We will always ask for your consent before doing so, and will have a data sharing agreement in place with any such partners where this is legally necessary.

We may also share your details with the National Citizens Advice Charity for the purpose of our research and campaigning policy but, again, will always ask for your specific consent before doing so.

Contact us about your information

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

Telephone: 01628 674842 (10am – 3.30 pm) weekdays except Thursdays

Email: admin@maidenheadcab.org.uk

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

 Who’s responsible for looking after your personal information

The national Citizens Advice charity and Citizens Advice Maidenhead and Windsor operate a system called Casebook to keep your personal information safe. This means we are each a ‘joint data controller’ for your personal information that’s stored in our Casebook system.

Citizens Advice Maidenhead and Windsor is solely responsible for all other forms of personal data we handle locally in our local office – paper files and any e-mail correspondence we may have with you and third parties.

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.

Cookies

We use cookies* on this website 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 name	Purpose	Expires
__utma	Used 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
__utmb	Used to establish and continue a user session with this site.†	30 minutes from set/update
__utmc	Used to determine whether or not to establish a new session for the user.†	At end of session
__utmz	Stores 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
citaContrast	Stores user’s colour scheme preference.	1 year
citaStyleJS	Stores user’s text size preference.	1 year
eprivacy	Stops 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
NID	Google cookie typically written to the browser upon the loading of Google Plus One social media buttons.	At end of session
PREF	Google cookie typically written to the browser upon the loading of Google Plus One social media buttons.	At end of session
testSessionCookie	Stores user’s login session	1 year

*cookie – a bit of information kept on a user’s computer.

† For more information: http://code.google.com/apis/analytics/docs/concepts/gaConceptsCookies.html

For more on how cookies work and can be managed: www.allaboutcookies.org