Our privacy policy , cookies and website disclaimer

Citizens Advice Salford Privacy Policy

At Citizens Advice Salford 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 collect and use the details you give us so we can help you. We have a ‘legitimate interest’ to do this under data protection law. This means it lets us carry out our aims and goals as an organisation. We’ll always explain how we use your information.

Coronavirus: Test and Trace if you get advice in person

If you get advice in person we’ll ask for your:

  • name 
  • email address or telephone number

We’ll keep this information in our secure case management system. 

We might be asked to share your name, contact details and the date of your visit with Test and Trace or local public health organisations.  This is to help track cases of coronavirus.  They might contact you if they think you’re at risk after your visit. For example because someone getting advice at the same time has tested positive for coronavirus. You can find out more about Test and Trace in England on GOV.UK or Test and Trace in Wales on GOV.WALES.

We’ll never share information about the reason for your visit.

If you can’t give contact details, for example if it’s not safe for you to do so, we’ll still be able to give you advice in person.

Unlike most situations, we won’t ask for your consent before we share your contact details. If you don’t want us to share this information you can tell your local office you want to opt out.

We’re doing this to help keep you and the public safe, This is a ‘legitimate interest’ of Citizens Advice. 

We won’t share your contact details with anyone other than Test and Trace or a local public health organisation.

If we share your information we’ll let you know, and offer further support.

If you want to know more about changes to our face to face services or how your information will be used, please contact your local office


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 Salford collect your data

We’ll get your permission by asking you to either:

  • sign our client and permission form
  • tick a box online
  • give agreement over the phone – if you call our Adviceline service
  • Before we ask for your permission, we’ll always explain how we use your information.

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

What Citizens Advice Salford ask for

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

How Citizens Advice Salford use your information

To find out more about what information we ask for, 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 that third party.

We might commonly share information with Salford Council when you give us authority to act on your behalf, or with your landlord, or the DWP. We would only do this if you provide us with specific authority to do so.

How Citizens Advice Salford store your information

Whether you get advice face to face, over the phone, by email or our adviser will log all your information, correspondence, and notes about your problem into our secure case management systems.

Some of your information might also be kept within our secure email and IT systems.

We keep 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.

Our case management systems are hosted within the EEA and wherever possible, the UK.

Most of our trusted partners store their data securely within the European Economic Area (EEA) in line with data protection law.

If you get advice over the phone

If you call us, we’ll record the conversation for training and monitoring purposes.

When you call, you’ll hear a recorded message telling you how we use and store your information – you can let the adviser know if you disagree. With your agreement we will log all your information, correspondence, and notes about your problem into our secure case management systems.

Calls are recorded by our trusted partner, KCOM. They’ll be deleted after 6 months.

If you contact us for email advice

Emails between you and your adviser are stored within the local Citizens Advice office email system where the adviser is based. With your agreement we will log all your information, correspondence, and notes about your problem into our secure case management systems. We will delete the emails from the email system once we have concluded your case.

Special Category Data and email advice – please note that there is still no universally adopted method for securely sending email and you may wish to post or hand deliver special category data to us at one of our offices or convey information by phone. We will correspond with you by email using encrypted sotware unless you request otherwise.

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

How Citizens Advice Salford share your information

During the course of working with you we may need to share information with another party, we will only do this if you provide authority and if we have a data sharing agreement with the agency.

For a list of agencies with whom we have a data sharing agreement email chiefofficer@salford.cabnet.org.uk

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

Contact Citizens Advice Salford about your information

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

Telephone:  08082787802   (Monday to Friday 9am-4pm)

Email:  chiefofficer@salford.cabnet.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 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.

Cookies Policy

by SEQ Legal

Our website may use cookies from 3rd party sites which are beyond our control. By using our website and agreeing to this policy, you consent to our use of cookies in accordance with the terms of this policy.

(1) Credit

This document was created using an SEQ Legal template.

(2) About cookies

A cookie is a file containing an identifier (a string of letters and numbers) that is sent by a web server to a web browser, and stored by the browser. The identifier is then sent back to the server each time the browser requests a page from the server.

Cookies can be used by web servers to identity and track users as they navigate different pages on a website, and to identify users returning to a website.

Cookies may be either “persistent” cookies or “session” cookies. A persistent cookie consists of a text file sent by a web server to a web browser, which will be stored by the browser and will remain valid until its set expiry date (unless deleted by the user before the expiry date). A session cookie, on the other hand, will expire at the end of the user session, when the web browser is closed.

(3) Cookies on this website

We use only session cookies on this website.

(4) How we use cookies

Cookies do not contain any information that personally identifies you, but personal information that we store about you may be linked, by us, to the information stored in and obtained from cookies.

We may use the information we obtain from your use of our cookies for the following purposes:

(a) to recognise your computer when you visit our website

(b) to track you as you navigate our website, and to enable the use of various features of our website

(c) Third party cookies

When you use our website, you may also be sent third party cookies.

Our service providers may send you cookies. They may use the information they obtain from your use of their cookies:

(i) to track your browser across multiple websites

(ii) to build a profile of your web surfing

(iii) to target advertisements which may be of particular interest to you. In addition, our provider may use software to analyse the use of this website. This generates statistical and other information about website use by means of cookies, which are stored on users’ computers. The information generated relating to our website is used to create reports about the use of the website. Our provider may store this information.

(4) Blocking cookies

Most browsers allow you to refuse to accept cookies. For example:

(a) in Internet Explorer you can refuse all cookies by clicking “Tools”, “Internet Options”, “Privacy”, and selecting “Block all cookies” using the sliding selector

(b) in Firefox you can block all cookies by clicking “Tools”, “Options”, and un-checking “Accept cookies from sites” in the “Privacy” box.

Blocking all cookies will, however, have a negative impact upon the usability of many websites. If you block cookies, you will not be able to use the many features on this website.

(5) Deleting cookies

You can also delete cookies already stored on your computer:

(a) in Internet Explorer, you must manually delete cookie files

(b) in Firefox, you can delete cookies by, first ensuring that cookies are to be deleted when you “clear private data” (this setting can be changed by clicking “Tools”, “Options” and “Settings” in the “Private Data” box) and then clicking “Clear private data” in the “Tools” menu.

Obviously, doing this may have a negative impact on the usability of many websites.

(6) Contact us

This website is owned and operated by Citizens Advice Salford.

If you have any questions about our cookies or this Cookies Policy, please contact us by post to the Chief Officer, Citizens Advice Salford, 451, Liverpool Street, Salford. M6 5QQ

If you use this template, you must: (1) retain the credit for SEQ Legal; (2) add a hyperlink to Seqlegal (any page) to another page of your website (e.g. your resources page or credits page); and (3) comply with the other provisions of our terms and conditions relating to our free legal documents.

Website disclaimer and copyright


Citizens Advice Salford has tried to ensure that the information on this website is accurate. However, Citizens Advice Salford 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 Salford 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 Salford 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 Salford, 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 Salford and other copyright owner(s) as specified. No part of this site may be distributed or copied for any commercial purpose.

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