Using our Debt Management Service – Privacy Policy

How we collect your data

When you contact us, we collect personal information about you so we can help you with your debts.

We have a ‘legitimate interest’ to collect your information under data protection law. This means it lets us carry out our aims and goals as an organisation. We’ll always ask your permission before representing you or sharing your information

We collect electronics forms of authority through our trusted partner Signable.

With your consent we may apply for your credit reports to assist you in finding the most suitable debt solutions via a third distributor called Valid8, which is part of the Insolvancy Panel.

‘To find out how we collect your data, see our national Citizens Advice privacy policy

What information we ask for

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

With your permission we’ll contact credit reference agencies on your behalf. They’ll give us your credit report which tells us what debts and credit you have.

How we use your information

‘To find out how we use your information, see our national Citizens Advice privacy policy’

 

How we store your information

When you send us an electronic form of authority your information is stored securely on our internal systems and on Signables EU-based servers temporarily. Once your form of authority is uploaded into our secure case management system your information is deleted from Signable and our IT.

When you consent to us gaining your credit reports through Valid8 which is part of a company called the Insolvency Service the credit reports are stored securely on our internal systems until they have been uploaded into our secure case management system.

All volunteers and staff who access your data have had data protection training to make sure your information is handled sensitively and securely.

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.

‘To find out how else we store your information, see our national Citizens Advice privacy policy’

 

How we share your information

When you consent to us collecting your credit reports. In order to access your credit reports Citizens Advice County Durham will share your name, date of birth, previous names and current and previous address details with Valid8 and the credit reference agencies. The credit reference agencies in turn may use this information to prevent fraud and money laundering. . A record of these checks will be shown at the credit reference agencies but will not be seen by lenders doing a credit check and will not affect your credit rating in any way, appearing as a ‘soft check’.

‘To find out how we share you information, see our national Citizens Advice privacy policy’

 

Contact 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

Send us a message at enquires@citizensadvicecd.org.uk

Or call us on 0300 323 1000 Monday – Thursday 9am-5pm and Friday 9am-4:30pm

 

If you want to make a complaint

If you’re not happy with how we’ve handled your data, you can make a complaint.