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 a Data Protection Consent form 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. For more details about how we use your data see our FAQs

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.

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.