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Privacy and cookies

This page relates to the Privacy Policy for Citizens Advice Cheshire West. For the national policy click here.

How we use your information

At Citizens Advice Cheshire West we are committed to protecting and respecting your privacy.  This policy has been devised to help you understand what data we collect, why we collect it and what we do with it.  It applies to the information we collect about:

This notice does not form part of any contract of employment or other contract to provide services.  We may update this notice at any time.

The role of the data controller

A data controller is responsible for your data and must make sure that your data is processed in accordance with the law.

For the purposes of the General Data Protection Regulation (GDPR) Citizens Advice are data controllers ‘in common’ with the rest of the service for the client data held in our electronic case systems and are jointly responsible for client data.

For the purposes of the GDPR Citizens Advice Cheshire West is the data controller for all other personal and sensitive data processed and held within the organization unless otherwise stated.

Who are we?

Citizens Advice Cheshire West is the trading name for Cheshire West CAB Ltd.  Cheshire West CAB Ltd is a registered charity (charity number 1128367) and a company limited by guarantee (Company number 06783496).  We can be contacted at our registered office – Meadow Court, Meadow Street, Northwich, Cheshire CW9 5FP.

Clients

Citizens Advice and Citizens Advice Cheshire West are the data controllers for the information you provide and are jointly responsible for your data unless otherwise stated.

Citizens Advice Cheshire West is an independent charity, and a member of the national Citizens Advice charity.

This privacy policy sets out the standards you can expect when we ask for or record your personal information, and explains how we’ll use it.

Our commitment

At Citizens Advice Cheshire West we collect and use your personal information to help solve your problems, improve our services and tackle wider issues in society that affects people’s lives.

When we ask you for personal information we promise to:

  • Explain why we need it
  • Only ask for what we need
  • Treat it as confidential

When we record and use your personal information we promise to:

  • Only access it when we have a valid reason to do so
  • Only share what is necessary and relevant
  • Protect it and make sure nobody has access to it who shouldn’t
  • Not sell it to commercial organizations

When we handle and store your personal information we follow the law, including the General Data Protection Regulation 2018.

When we share your personal information without permission:

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, called ‘legal obligation’ – for example, if a court orders us to share information
  • To protect someone’s life, called ‘vital interests’ – for example, sharing information with a paramedic if a client was unwell at one of our offices.
  • To carry out our aims and goals as an organisation, called ‘legitimate interests’ – for example, to create anonymous case studies and statistics for our national research.
  • For us to carry out a task in the public interest or for our official functions, and the task or function has a clear basis in law, called ‘public task’ – for example Consumer Service
  • To carry out a contract we have with you, called ‘contract’ – for example, if you’re an employee we might need to store your bank details so we can pay you
  • To defend our legal rights – for example, to resolve a complaint that we gave wrong advice.

If you are unhappy with the way we record and use your information you should follow the Citizens Advice complaints procedure.

You can also contact Citizens Advice Cheshire West to ask for a copy of the Citizens Advice complaints leaflet.

The accuracy of your personal data is important to us, please let us know as soon as possible if anything relating to your contact details or issue changes, which may affect the information we hold.

When you get advice from an adviser

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

  • Sign a paper consent form
  • Tick a box online
  • Give agreement over the phone

Before we ask your permission, we’ll always explain how we use your information.

If you have been referred to us from another organisation, they’ll send us your information using a referral form.  They’ll get your permission before sending us your information.

What information we ask for:

We’ll only ask for information that’s relevant to your problem.  Depending on what you want help with, this might include:

  • Your name and contact details – so we can keep in touch with you about your case
  • Personal information – for example about family, work or financial circumstances
  • Details about services you get that are causing you problems – like energy or post
  • Details of items or services you’ve bought, and traders you’ve dealt with
  • Information like your gender, ethnicity or sexual orientation.

 

If you don’t want to give us certain information, you don’t have to.  For example, if you want to stay anonymous we’ll only record information about your problem and make sure you’re not identified.

 

How we’ll use your information

 

The main reason we ask for your information is to help solve your problem.  We only access your information for other reasons if we really need to – for example:

 

  • For training and quality purposes
  • To investigate complaints
  • To get feedback from you about our services
  • To help us improve our services

 

All our advisers and staff accessing data have had data protection training to make sure your information is handled sensitively and securely.

 

Understanding people’s problems

We use some information to create statistics about who we’re helping and what problems are the most common.  This information is always anonymised – you can’t be identified.

 

We share these with funders, regulators, government departments and publicly on our blogs, reports, social media and press releases.

 

The statistics also inform our policy research, campaigns or media work.

 

How to withdraw your consent

 

You have the right to withdraw your consent for us to process or store your personal data at any time.

 

If you have changed your mind about consent you’ve already given, contact Citizens Advice Cheshire West either in person or in writing to:

 

Chief Executive

Citizens Advice Cheshire West

Meadow Court

Meadow Street

Northwich

CW9 5FP

 

Or by email:  paul.nicholls@citizensadvicecw.org.uk

 

Giving consent without your real name

 

You can consent without using your real name, but we can’t advise you unless we create an unnamed record of your case, which we need for quality assurance purposes.  Other personal information might be recorded if you choose to give it to us.  Choosing not to use your real name will not affect the level of service or advice you receive, and we’ll never try and identify you if you’re an unnamed client.

 

When we share your information with other organisations

With your permission, we might share your information with other organisations to help solve your problem or to monitor the quality of our services.

 

Organisations we share your data with must store and use your data in line with data protection law.

 

Sharing information to solve your problem

If you ask us to act on your behalf we might need to share some of your information with other organisations – we’ll always tell you when we do this. For example if we contact your creditors about your debts, we might need to share your name, address and financial details with them.

 

If we refer you to another organisation for more advice, we might share information about your problem with them so they can help you more quickly.

 

Monitoring our quality of service

With your permission, we’ll share your contact details with our trusted research partner so they can contact you for feedback on your experience with us. We use different research partners depending on how you accessed our services.

 

Where you got advice Research partner
Citizens Advice Cheshire West office Maru/edr

 

If you use the consumer service

We share your records with Ofgem, Ofcom, the Financial Conduct Authority, Competition and Markets Authority or Trading Standards, to help their work to protect consumers. You can ask us to anonymise your records – this means you can’t be identified.

 

If you don’t want your information shared in this way, tell the adviser you speak to on the phone or make it clear in your online advice request form.

 

Your information is sent securely to our partners via a Secure Post Office system provided by US firm Datamotion.

 

If we’re concerned about yours or someone else’s safety

If something you’ve told us makes us think you or someone you know might be at serious risk of harm, we could tell the police or social services – for example if we think you might hurt yourself or someone else.

 

How we’ll store your information

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

 

Paper copies of your information may also be stored securely where necessary and accessed by staff and advisers of Citizens Advice Cheshire West.

 

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.

 

If you use the consumer service, we keep your information for 6 years and then anonymise it. This means that you can no longer be identified from it.

 

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 contact us for Web chat or email advice

In most cases, as well as logging your email advice request form and webchat transcripts in our case management systems, copies are also stored in an online system run by our trusted partner Agilisys. It’s stored for 3 months before being deleted.

Agilisys keep anonymised statistics on webchat data in an archive so they can track webchat usage and performance. This data doesn’t contain your personal information.

Agilisys store their data securely within the European Economic Area (EEA) in line with data protection law.

Requests for advice from the consumer service via the online webform are stored on a secure mail system run by Datamotion for 30 days.

Our advisers work for Citizens Advice Cheshire West and use Citizens Advice Cheshire West email addresses.  They’ll need to move your information out of the national Citizens Advice secure system if they email advice to you.

If you want a copy of your web chat you’ll need to ask an adviser to email it to you during the chat.  By doing this you give the adviser permission to email the web chat to you, including any personal or sensitive information you’ve given.

If web chat isn’t available we’ll sometimes give you the option to ask an adviser to contact you using email.  You’ll need to fill out a webform to do this.  By ticking the consent box on the webform you give the adviser permission to include your personal or sensitive information in their email to you.  They could also include your personal or sensitive information in any replies to further emails from you.

Read more about how we guard your privacy on our website and our use of cookies.

Why we record phone calls

Phone calls are recorded for training and quality purposes.  Calls are recorded by our trusted partner, KCOM.  The recordings are stored for 6 months then automatically deleted.

When you have a Pension Wise appointment

When you use Pension Wise, Citizens Advice collect personal information about you so we can give you the right guidance about your pension options.

When you ask for a Pension Wise appointment using the GOV.UK website, the national Pension Wise contact centre, local Citizens Advice office or your employer, your personal details are passed to the nearest Pension Wise service so they can book your appointment.

We then collect more information from you during your Pension Wise appointment.

What information we ask for

We only record information that will help us give you the right guidance about your pension options.

During the booking stage we ask for your name, date of birth, address and telephone number.

During your Pension Wise appointment, we’ll ask you about your pension pots, financial and family situation, and your health.

How we use your information

The main reason we need your information is to give you guidance about your pension options. Your information will be used to produce a document which summarises what was discussed in the appointment – you can take this away with you or have it sent to you by email.

We’ll only access your information for other reasons if we really need to – for example:

  • for training and quality purposes
  • to investigate complaints
  • to get feedback from you about our services
  • to help us improve our services

Understanding people’s pension queries

We use some information to create statistics about who we’re helping and what pension queries are the most common. This information is always anonymised – you can’t be identified.

This helps us improve our service. We might share these statistics with funders, regulators, government departments and publicly on our blogs, reports, social media and press releases.

When we share your information externally

Sometimes we share your personal information with other organisations – we only do this to help you with your query, or to monitor the quality of our services. We’ll get your permission before doing this.

Organisations we share your data with must store and use it in line with data protection law – they can’t pass it on or sell it without your permission.

Who we share your information with

We’ll share some of your personal data with the Department for Work and Pensions (DWP). This includes your name, email, address, age and appointment date. Details you discuss during the appointment won’t be shared, unless we’re investigating a complaint.

If you ask for a digital version of your Pension Wise appointment summary, we’ll share your name and email address with the Government Digital Service so they can send you a copy.

If you’ve given us permission, we’ll share your contact details with our research partner, Ipsos Mori. They might ask you to take part in some research about your experience of our service or what actions you took afterwards.

Get in touch with us about your data

You can contact us at any time and ask us:

  • What information we’ve stored about you
  • To change or update your details
  • To delete your details from our records

You have the right to request access to any of your personal data held by Citizens Advice Cheshire West.  This is known as a Subject Access Request (SAR) and is free of charge.  We will normally provide the information within 1 month of receipt of your request.  To ensure compliance with the one month deadline, any such request should be addressed to:

Chief Executive

Citizens Advice Cheshire West

Meadow Court

Meadow Street

Northwich

CW9 5FP

You also have the right to withdraw consent, request that your data is updated or corrected, you have a right to have your data deleted or processing restricted and to object to the processing of your data.  Please click on the link below to read more about your individual rights.

https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/individual-rights/

If you want to make a complaint

If you wish to raise a complaint on how we have handled your personal data, you should contact us at:

Citizens Advice Cheshire West

Meadow Court

Meadow Street

Northwich

CW9 5FP

You also have the right to complain to the Information Commissioner’s office.  More information can be found here:

https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/individual-rights/

If you are not satisfied with our response or believe we are processing your data not in accordance with the law you can complain to the Information Commissioner’s Office (ICO).

https://ico.org.uk/concerns/handling/

Volunteers

Citizens Advice Cheshire West is the data controller for the information you provide unless otherwise stated.  If you have any queries about how we handle your information please contact Paul Nicholls, Chief Executive paul.nicholls@citizensadvicecw.org.uk

What information do we request and hold?

All the information that you provide during the application process for volunteering is used for the purpose of progressing your application and administering your time as a volunteer and is done so with your consent.  This includes your name, date of birth, address, email address, telephone number(s), bank details (for the payment of expenses) and any other data you wish to disclose.

We do not collect more information than we need to fulfill our stated purpose and will not retain it for longer than is necessary.

The information you provide is held securely in an electronic file for the duration of your volunteering time with us plus for 12 months after you have left the service.

Why do we process personal data?

By providing the information we request at the start of, and during, your service as a volunteer, you are giving us consent to process certain personal data for administrative and training purposes and for the monitoring of equal opportunities.   This includes but is not limited to:

  • Administering your service as a volunteer
  • Providing IT facilities and access
  • Monitoring equal opportunities
  • Contact and emergency contact details
  • Expenses payment
  • Complying with HMRC regulations for the payment of expenses

How do we use your information?

All the information you provide and we collect during your service as a volunteer will be used for administering and managing your volunteering time with us, to fulfil a legal requirement or to fulfill the terms of our membership agreement with Citizens Advice.

Sharing your personal data

We do not share any of your personal data with anyone outside of Cheshire West Citizens Advice unless required to by:

  • Citizens Advice for audit purposes
  • HMRC for the payment of expenses

Your rights

The Information Asset Register (published on the intranet) provides details of all the personal and sensitive personal data we process, why we process it and how long we store the data.

Under the new General Data Protection Regulations you have the right to withdraw consent, request rectification, erasure or restriction of processing and to object to the processing of your data.  You also have the right to complain to the Information Commissioner’s Office .  More information can be found here:

https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/individual-rights/

You have the right to request access to any of your personal data held by Citizens Advice Cheshire West.  This is known as a Subject Access Request (SAR) and is free of charge.  We will normally provide the information within 1 month of receipt of your request.  To ensure we can comply with the 1 month deadline any such request should be addressed to Paul Nicholls, Chief Executive and Jason Bishop, Assistant Chief Executive.

The accuracy of your personal data is important to us and it is your responsibility to inform Citizens Advice Cheshire West of any changes to your personal data.

If you wish to raise a complaint on how we have handled your personal data, you should contact Paul Nicholls, Chief Executive by email: paul.nicholls@citizensadvicecw.org.uk

Or in writing:

Paul Nicholls, Chief Executive

Citizens Advice Cheshire West

Meadow Court

Meadow Street

Northwich

CW9 5FP

If you are not satisfied with our response or believe we are processing your data not in accordance with the law you can complain to the Information Commissioner’s Office (ICO): https://ico.org.uk/concerns

Employees

Citizens Advice Cheshire West is the data controller for the information you provide during your employment unless otherwise stated.  If you have any queries about the process or how we handle your information please contact Paul Nicholls, Chief Executive at Paul.Nicholls@citizensadvicecw.org.uk

What kind of information do we hold?

Definition:

Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).

There are “special categories” of more sensitive personal data which require a higher level of protection.

Citizens Advice Cheshire West holds and processes personal data and sensitive personal data about its current and past employees.  This information is initially provided to Citizens Advice Cheshire West by you during the recruitment process and is added to during the course of your employment.  Your information, whether you are a current or past employee is retained and disposed of in accordance with Citizens Advice Cheshire West Information Asset Register and Retention Policy.

CACW Information Asset Register

The Information Asset Register details all the personal and sensitive data held by Citizens Advice Cheshire West including what, where, why it is stored and for how long.  It also provides the details of the grounds on which Citizens Advice Cheshire West processes personal data.

We may collect, store, and use the following categories of personal information about you:

  • Personal contact details such as name, title, addresses, telephone numbers, and personal email addresses.
  • Date of birth.
  • Emergency contact information.
  • National Insurance number.
  • Bank account details, payroll records and tax status information.
  • Salary, annual leave, pension and benefits information.
  • Start date.
  • Location of employment or workplace.
  • Proof of identity
  • Recruitment information (including copies of right to work documentation, references and other information included in a CV or cover letter or as part of the application process).
  • Employment records (including job titles, work history, working hours, training records and professional memberships).
  • Performance information.
  • Disciplinary and grievance information.
  • Information about your use of our information and communications systems.

We may also collect, store and use the following “special categories” of more sensitive personal information:

  • Information about your race or ethnicity, religious beliefs, sexual orientation and political opinions.
  • Trade union membership.
  • Information about your health, including any medical condition, health and sickness records.
  • Information about criminal convictions and offences.

If you are a past employee and would like more information on how and why your personal and sensitive personal data is retained and stored by Citizens Advice Cheshire West, please contact Paul Nicholls, Chief Executive:  paul.nicholls@citizensadvicecw.org.uk

Why do we process personal data?

We need all the categories of information in the list above (see What kind of information do we hold?) primarily to allow us to perform our contract with you and to enable us to comply with legal obligations. In some cases we may use your personal information to pursue legitimate interests of our own or those of third parties, provided your interests and fundamental rights do not override those interests. The situations in which we will process your personal information are listed below:

  • Making a decision about your recruitment or appointment.
  • Determining the terms on which you work for us.
  • Checking you are legally entitled to work in the UK.
  • Paying you and, if you are an employee, deducting tax and National Insurance contributions.
  • Liaising with your pension provider.
  • Administering the contract we have entered into with you.
  • Business management and planning, including accounting and auditing.
  • Conducting performance reviews, managing performance and determining performance requirements.
  • Making decisions about salary reviews and compensation.
  • Assessing qualifications for a particular job or task, including decisions about promotions.
  • Gathering evidence for possible grievance or disciplinary hearings.
  • Making decisions about your continued employment or engagement.
  • Making arrangements for the termination of our working relationship.
  • Education, training and development requirements.
  • Dealing with legal disputes involving you, or other employees, workers and contractors, including accidents at work.
  • Ascertaining your fitness to work.
  • Managing sickness absence.
  • Complying with health and safety obligations.
  • To prevent fraud.
  • To monitor your use of our information and communication systems to ensure compliance with our IT policies.
  • To ensure network and information security, including preventing unauthorised access to our computer and electronic communications systems and preventing malicious software distribution.
  • To conduct data analytics studies to review and better understand employee retention and attrition rates.]
  • Equal opportunities monitoring.

Some of the above grounds for processing will overlap and there may be several grounds which justify our use of your personal information.

How do we use your information?

We will only use your personal information when the law allows us to. Most commonly, we will use your personal information in the following circumstances:

1. Where we need to perform the contract we have entered into with you.

2. Where we need to comply with a legal obligation.

3. Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests.

We may also use your personal information in the following situations, which are likely to be rare:

1. Where we need to protect your interests (or someone else’s interests).

2. Where it is needed in the public interest.

Your name, job role, work telephone number and photograph will appear on the Organizational Chart  which is displayed on our intranet.  The intranet is only available internally within Citizens Advice Cheshire West.

Sensitive personal data

 

“Special categories” of particularly sensitive personal information require higher levels of protection. We need to have further justification for collecting, storing and using this type of personal information. We may process special categories of personal information in the following circumstances:

1. In limited circumstances, with your explicit written consent.

2. Where we need to carry out our legal obligations and in line with our data protection policy.

3. Where it is needed in the public interest, such as for equal opportunities monitoring and in line with our data protection policy.

4. Where it is needed to assess your working capacity on health grounds, subject to appropriate confidentiality safeguards.

Less commonly, we may process this type of information where it is needed in relation to legal claims or where it is needed to protect your interests (or someone else’s interests) and you are not capable of giving your consent, or where you have already made the information public.

We may need to process your sensitive personal data in regards to your health where necessary for a legitimate business interest, for example, to record absence from work due to sickness, to pay statutory sick pay, to make appropriate referrals for Occupational Health or to make any necessary arrangements or adjustments to the workplace in the case of disability.

Our obligations as an employer

We will use your particularly sensitive personal information in the following ways:

  • We will use information relating to leaves of absence, which may include sickness absence or family related leaves, to comply with employment and other laws.
  • We will use information about your physical or mental health, or disability status, to ensure your health and safety in the workplace and to assess your fitness to work, to provide appropriate workplace adjustments, to monitor and manage sickness absence and to administer benefits.
  • We will use information about your race or national or ethnic origin, religious, philosophical or moral beliefs, or your sexual life or sexual orientation, only where you have volunteered such data and only for the purpose of monitoring and upholding our equal opportunities policies and related provisions.

If you fail to provide personal information

If you fail to provide certain information when requested, we may not be able to perform the contract we have entered into with you (such as paying you or providing a benefit), or we may be prevented from complying with our legal obligations (such as to ensure the health and safety of our workers).

Change of purpose

We will only use your personal information for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If we need to use your personal information for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.

Please note that we may process your personal information without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.

Do we need your consent?

We do not need your consent if we use special categories of your personal information in accordance with our written policy to carry out our legal obligations or exercise specific rights in the field of employment law. In limited circumstances, we may approach you for your written consent to allow us to process certain particularly sensitive data. If we do so, we will provide you with full details of the information that we would like and the reason we need it, so that you can carefully consider whether you wish to consent. You should be aware that it is not a condition of your contract with us that you agree to any request for consent from us.

Sharing your personal data

We may have to share your data with third parties, including third-party service providers and other entities in the group.

We require third parties to respect the security of your data and to treat it in accordance with the law.

The amount of personal data shared within Citizens Advice Cheshire West will be no more than is reasonable necessary.

The amount of personal data shared outwith Citizens Advice Cheshire West is minimal.  For the performance of your contract of employment, we are required to transfer your personal data to HMRC and pension providers.

NEST

If you are an eligible job holder, relevant details will be provided to NEST who are the providers of Citizens Advice Cheshire West’s auto enrollment pension scheme.  This will include you name, address, date of birth, National Insurance number, gender, monthly pensionable earnings, employer and employee contributions.

Here is a link to their Privacy Notice

https://www.nestpensions.org.uk/schemeweb/nest/nestcorporation/privacy-policy.html

Other pension schemes

If you are a member of another pension scheme to which employer/employee contributions are made, we will share relevant personal details with your pension provider.  This will include you name, address, date of birth, National Insurance number, gender, monthly pensionable earnings, employer and employee contributions.  Their privacy notices will be available on their own websites.

How long is the information retained for?

The personal and sensitive personal data that you provide during the application process, and any other personal data that is collected during your employment with us, will be retained by us as part of your employee file for the duration of your employment plus 6 years following the end of your employment.

Your rights

The Information Asset Register provides details of all the personal and sensitive personal data we process, why we process it and how long we store the data.

Your duty to inform us of changes

It is important that the personal information we hold about you is accurate and current. Please keep us informed if your personal information changes during your working relationship with us.

Your rights in connection with personal information

Under certain circumstances, by law you have the right to:

  • Request access to your personal information (commonly known as a “data subject access request or SAR “). This enables you to receive a copy of the personal information we hold about you and to check that we are lawfully processing it. We will normally provide the information within 1 month of receipt of your request.  Any such request should be addressed to Paul Nicholls, Chief Executive. nicholls@citizensadvicecw.org.uk
  • Request correction of the personal information that we hold about you. This enables you to have any incomplete or inaccurate information we hold about you corrected.
  • Request erasure of your personal information. This enables you to ask us to delete or remove personal information where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal information where you have exercised your right to object to processing (see below).
  • Object to processing of your personal information where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground. You also have the right to object where we are processing your personal information for direct marketing purposes.
  • Request the restriction of processing of your personal information. This enables you to ask us to suspend the processing of personal information about you, for example if you want us to establish its accuracy or the reason for processing it.
  • Request the transfer of your personal information to another party.

If you want to review, verify, correct or request erasure of your personal information, object to the processing of your personal data, or request that we transfer a copy of your personal information to another party, please contact Paul Nicholls, Chief Executive, in writing.

No fee usually required

You will not have to pay a fee to access your personal information (or to exercise any of the other rights). However, we may charge a reasonable fee if your request for access is clearly unfounded or excessive. Alternatively, we may refuse to comply with the request in such circumstances.

What we may need from you

We may need to request specific information from you to help us confirm your identity and ensure your right to access the information (or to exercise any of your other rights). This is another appropriate security measure to ensure that personal information is not disclosed to any person who has no right to receive it.

Right to withdraw consent

In the limited circumstances where you may have provided your consent to the collection, processing and transfer of your personal information for a specific purpose, you have the right to withdraw your consent for that specific processing at any time. To withdraw your consent, please contact the Chief Executive. Once we have received notification that you have withdrawn your consent, we will no longer process your information for the purpose or purposes you originally agreed to, unless we have another legitimate basis for doing so in law.

Under the General Data Protection Regulation you have the right to withdraw consent, request rectification, erasure or restriction of processing and to object to the processing of your data.  You also have the right to complain to the Information Commissioner’s office .  More information can be found here:

https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/individual-rights/

If you are not satisfied with our response or believe we are processing your data not in accordance with the law you can complain to the Information Commissioner’s Office (ICO).

Under the General Data Protection Regulation you have rights as an individual which you can exercise in relation to the information we hold about you.

You can read more about these rights here – https://ico.org.uk/for-the-public/is-my-information-being-handled-correctly/

Changes to this privacy notice

We reserve the right to update this privacy notice at any time, and we will provide you with a new privacy notice when we make any substantial updates. We may also notify you in other ways from time to time about the processing of your personal information.

If you have any questions about this privacy notice, please contact Paul Nicholls, Chief Executive.

Job applicants

Citizens Advice Cheshire West is the data controller for the information you provide during the process unless otherwise stated.  If you have any queries about the process or how we handle your information please contact Paul.Nicholls@citizensadvicecw.org.uk

What we will do with the information you provide to us

What information do we ask for, and why?

Application stage

Shortlisting

Assessments

Conditional offers

How long is the information retained for?

Get in touch with us about your data

If you want to make a complaint

What we will do with the information you provide to us during the recruitment process?

All of the information you provide during the process will only be used for the purpose of progressing your job application, or to fulfill legal, contractual or regulatory requirements.

We will not share any of the information you provide during the recruitment process with anyone outside of Citizens Advice Cheshire West.  The information you provide will be held securely by us whether the information is in electronic or physical format.

We will use the contact details you provide to us to contact you to progress your application.  We will use the other information you provide to assess your suitability for the role you have applied for.

What information do we ask for, and why?

We do not collect more information than we need to fulfill our stated purposes and will not retain it for longer than is necessary.

The information we ask for is used to assess your suitability for employment.  You don’t have to provide what we ask for but it might affect your application of you don’t.

Application stage

We ask you for your personal details including name and contact details. We will also ask you about your previous experience, education, referees and for answers to questions relevant to the role you have applied for. Our recruitment panel will have access to all of this information.

You will also be asked to provide equal opportunities information. This is not mandatory information – if you don’t provide it, it will not affect your application. This information will only be available to the HR Consultant in a way which can identify you. Any information you do provide, will be used only to produce and monitor equal opportunities statistics only in a format which does not link the data to you.

Shortlisting

Our hiring managers shortlist applications for interview. At this stage they will not be provided with your name, contact details, referees or with your equal opportunities information if you have provided it.

Assessments

We might ask you to participate in assessment days; complete tests; undertake a presentation on a given subject and/or to attend an interview – or a combination of these. Information will be generated by you and by us. For example, you might complete a written test or we might take interview notes. This information is held by Citizens Advice Cheshire West.

Conditional offer

If we make a conditional offer of employment we will ask you for information so that we can carry out pre-employment checks. You must successfully complete pre-employment checks to progress to a final offer. We are required to confirm the identity of our staff, their right to work in the United Kingdom and seek assurance as to their trustworthiness, integrity and reliability.

You will therefore be required to provide:

  • Proof of your identity – you will be asked to attend one of our offices with original documents, we will take copies
  • Proof of your right to work in the UK in line with current UK government legislation Right to work checklist – you will be asked to attend one of our  offices with original documents, we will take copies.
  • Proof of your qualifications – you will be asked to attend one of our offices with original documents, we will take copies
  • You will be asked to complete a criminal records declaration to declare any unspent convictions
  • We will contact your referee, using the details you provide in your application, directly to obtain references

If we make a final offer, we will also ask you for the following:

  • Bank details – to process salary payments
  • Emergency contact details – so we know who to contact in case you have an emergency at work

How long is the information retained for?

If you are successful, the information you provide during the application process will be retained by us as part of your employee file for the duration of your employment plus 6 years following the end of your employment. This includes your application form, any interview notes and references.

If you are unsuccessful at any stage of the process, the information you have provided until that point will be retained for 12 months from the recruitment closing date.

Information generated throughout the assessment process, for example interview notes, is retained by us for 12 months from the recruitment closing date.

Equal opportunities information is destroyed immediately once it has been processed anonymously.  You are not identifiable from any records that we store.  The purpose of storing this data is for equality and diversity monitoring.

How we make decisions about recruitment?

Final recruitment decisions are made by the recruitment panel. All of the information gathered during the application process is taken into account.

You are able to ask about decisions made about your application by speaking to your contact within our recruitment panel.

Get in touch with us about your data

You can contact us at any time and ask us:

  • What information we’ve stored about you
  • To change or update your details
  • To delete your details from our records

You have the right to request access to any of your personal data held by Citizens Advice Cheshire West.  This is known as a Subject Access Request (SAR) and is free of charge.  We will normally provide the information within 1 month of receipt of your request.  To ensure compliance with the one month deadline, any such request should be addressed to:

Chief Executive

Citizens Advice Cheshire West

Meadow Court

Meadow Street

Northwich

CW9 5FP

You also have the right to withdraw consent, request that your data is updated or corrected, you have a right to have your data deleted or processing restricted and to object to the processing of your data.  Please click on the link below to read more about your individual rights.

https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/individual-rights/

If you want to make a complaint

If you wish to raise a complaint on how we have handled your personal data, you should contact us at:

Citizens Advice Cheshire West

Meadow Court

Meadow Street

Northwich

CW9 5FP

You also have the right to complain to the Information Commissioner’s office.  More information can be found here:

https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/individual-rights/

If you are not satisfied with our response or believe we are processing your data not in accordance with the law you can complain to the Information Commissioner’s Office (ICO).

https://ico.org.uk/concerns/handling/