Privacy Policy; Website disclaimer, copyright and use of Cookies; CALM Charnwood Terms & Conditions


Personal Data is any information that can identify a living individual; it MUST be protected. Personal data includes someone's name, address, phone number, email address etc. Special category data is personal data which is more sensitive and could create more significant risks to a person's fundamental rights and freedoms.

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 anyone

We need a legal basis for processing your information and so we ask for your consent. However, at times we may need to rely on another legal basis i.e when you have not given consent. These bases are:

  • legal obligation – the law requires the processing of information i.e. a court order
  • vital interest – when someone's welfare or safety requires the processing of information i.e. child protection
  • legitimate interest – to carry out the aims and goals of our charity e.g. giving you the advice you need

We handle and store your personal information in line with the law - including the General Data Protection Regulation 2018. You can check our main Citizens Advice policy at for how we handle most of your personal information.

What Citizens Advice Charnwood asks for and why
We ask you for personal & special category data so that we can help you with your enquiry. We may be unable to help you with your enquiry if you withhold information or do not give consent for us to process your data. We also collect anonymous statistics to evidence the service we provide to the people of Charnwood.

How Citizens Advice Charnwood collects your data
We ask you to complete and sign the consent overleaf giving your permission for us to record and use your information. We also collect your data as part of our advice interview in order to help us help you.

How Citizens Advice Charnwood stores & looks after your information
Your information is stored on a national database 'Casebook' for which members of the Citizens Advice Service are data controllers in common. Any paper files, correspondence and consent form are kept securely on our premises. Some of your information might also be kept within our secure IT systems. Your information will be held for 6 years or 16 years for complex issues.

Working on your behalf or sharing information with others
If we need to act on your behalf or share information with a third party we will ask for your authority first.

Your rights
Under the General Data Protection Regulations you have the right to:

  • access your personal data that we hold
  • request the correction of inaccurate or misleading information we may hold about you
  • request the erasure of information we hold about you
  • request that the processing of your data be restricted or stopped
  • object where we have processed your data under the legal basis of legitimate interest
  • withdraw consent at any time
  • complain to the ICO or other regulatory authority

If you have any questions about your rights or how your information is collected or used, you can contact our office:-
Woodgate Chambers, 70 Woodgate, Loughborough, Leicestershire, LE11 2TZ. Tel: 01509 221207 or 01509 221201 Fax: 01509 221203 email: or*

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 –
If you would like a copy of this notice please ask at Reception

* Citizens Advice Charnwood 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 Charnwood has tried to ensure that the information on this website is accurate. However, Citizens Advice Charnwood will not accept liability for any loss, damage or inconvenience arising as a consequence of any use of or the inability to use any information on this website. Citizens Advice Charnwood endeavours to provide a service of the highest quality. However, we cannot guarantee that our service will be uninterrupted or error-free. We are not responsible for claims brought by third parties arising from your use of this website.

Citizens Advice Charnwood assumes no responsibility for the contents of linked websites. The inclusion of any link should not be taken as endorsement of any kind by Citizens Advice Charnwood, of the linked website or any association with its operators. Further, we have no control over the availability of the linked pages.


Material on this website, including text and images, is protected by copyright. It may not be copied, reproduced, republished, downloaded, posted, broadcast or transmitted in any way except for your own personal, non-commercial use. Prior written consent of the copyright holder must be obtained for any other use of material. Copyright in all materials and/or works comprising or contained within this website remains with Citizens Advice Charnwood and other copyright owner(s) as specified. No part of this site may be distributed or copied for any commercial purpose.

Note: This privacy policy only covers this website; 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.


Cookies are small files which place limited amounts of anonymous information on your device, for example, your computer or mobile phone. They cannot be used to identify you personally. We use cookies to measure how many people are using our site so we can make sure that there is enough capacity to make it work efficiently, and look at ways we can make it easier to use.

Most web browsers allow some control of most cookies through the browser settings. To find out more about cookies, including how to see what cookies have been set and how to manage and delete them, visit

To opt out of being tracked by Google Analytics across all websites visit

Cookies which may be set by this website

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How long does this cookie stay on my computer?


Content Management System cookie

This cookie will only be set if required for security purposes e.g. when you log in to the site or fill in an online form.

Until you close your browser.


Google Analytics cookies

If you allow us to set them, these third-party cookies are used to collect information about how visitors use our site. We use the information to compile reports and to help us improve the site. The cookies collect information in an anonymous form, including the number of visitors to the site, where vistors have come to the site from and the pages they visited.

_utma: 2 years
_utmb: 1 hour
_utmc: until you close your browser
_utmz: 6 months


CALM Charnwood is a group of "Friends" who make regular donations to help support the work of Citizens Advice Charnwood (CACh). It includes individuals, schools, companies, places of worship and other organisations, right across our borough and beyond. CALM Charnwood is led by volunteers at Citizens Advice Charnwood.

Citizens Advice Charnwood is an independent local registered charity that helps nearly 5000 people each year with over 13,000 problems. It has been part of our local community for over 75 years, run and staffed by people from the Charnwood community. The service is free, independent and confidential. We appreciate the financial support received from Charnwood Borough Council, Shepshed Town Council and Leicestershire County Council towards our core services.

CALM Charnwood recognises that from time to time everyone experiences problems that they need help to overcome. We want to help make sure that anyone who lives, works or studies in our borough of Charnwood can access support from trained volunteers and professional staff to help them make informed decisions about the problems they face, and make their lives better.

By joining CALM Charnwood we help our friends, our neighbours, our families and ourselves to make the borough of Charnwood a better, kinder, safer and more informed place to live and work. The regular donations we make help towards the costs of running a generalist advice service open to everyone, the training and development of volunteers, and letting others know about Charnwood Citizens Advice and their work.

Objectives of CALM Charnwood

  • To support Citizens Advice Charnwood through a regular donation as specified at the time of joining.
  • To let others know about the work of Citizens Advice Charnwood
  • To encourage others to support Citizens Advice Charnwood

Becoming a CALM Charnwood Friend

To be part of CALM Charnwood we ask for a regular minimum donation of £5 per month or £60 per year. This must be accompanied by the completed CALM Charnwood membership form. Donations can be paid by one of the following methods:

  • Through your bank by arranging a standing order of at least £5 per month or £60 per year
  • Payment by cheque or cash of £60 per year, either sent by post (cheque only) or paid directly at our office
  • Donations of at least £60 per year raised from fundraising events, challenges or collections you have organised on behalf of Citizens Advice Charnwood, paid directly to our office

If friends are able to Gift Aid the contribution generates an extra 25% for Citizens Advice Charnwood. Friends are requested to complete the Gift Aid section on the membership form. To be eligible for Gift Aid one must be a UK tax payer.

CALM Charnwood Friends' membership starts from the beginning of the month of joining.

Existing members will be notified two months prior to any change to the minimum donation.

Benefits to CALM Charnwood Friends

CALM Charnwood Friends will receive:

  • A newsletter every four months letting you know about our current work and projects
  • Invitation to the Annual General Meeting
  • Invitation to an annual open day at our offices to meet our staff and volunteers and find out more about our work
  • News about and invitations to events of interest to our members

CALM Charnwood Friends will of course be able to access the service for advice on any issue. However, in keeping with the general ethos of a service available to everyone CALM CharnwoodFriends will have no preferential access to appointments or advisers.

CALM Charnwood Friends are welcome to attend the charity's Annual General Meeting which normally takes place in November each year and is normally advertised in the local newspaper but should note that being a CALM CharnwoodFriend does not confer voting rights.

CALM CharnwoodFriends will be kept informed about how the money they donate is used in support of our general advice services for Charnwood and encouraged to give feedback to the charity about its work, but donations are not refundable and donating as a CALM CharnwoodFriend will confer no rights in the unlikely event that the charity should be liquidated.

CALM - terms & conditions