Privacy & Cookies

Privacy Policy


1.         Legislation

Protection of your personal information (“data”) is important to us.  North East Suffolk Citizens Advice Bureau is registered with the Information Commissioner’s Office (ICO) under registration number Z9418753 and conforms to the Data Protection Act 2018 and the General Data Protection Regulations (GDPR) that protect the data privacy of all EU citizens.

This is our Data Protection and Information Security Policy, dated July 2018

We also abide by the national Citizens Advice Service Privacy Policy. 

2.         Senior Information Risk Officer

We have appointed a Senior Information Risk Officer who is responsible for overseeing questions and compliance in relation to this policy.  If you have any questions about this policy, including any requests to exercise your legal rights to access or transfer your personal data, please contact our Senior Information Risk Officer, Janet John.  Janet’s details are as follows:-

E-mail address:

Telephone number: 01502 525854

Postal address: St Margaret’s House, Gordon Road, Lowestoft NR32 1JQ

3.         Complaints

If an occasion arises and you need to make a complaint about the way we have dealt with your personal data then please do not hesitate to contact Janet in the first instance.  You do also have the right to make a complaint at any time to the ICO (

4.         Storage of your data

In order to help you, we need to maintain a record of what information you provide us with. Everything you tell us is treated in strict confidence and stored securely.  All information we collect from you, either in person or through our website, is collected in accordance with the current data protection legislation and the Citizens Advice Service Privacy Policy. The data that we collect from you may be transferred to, and stored at, a destination outside the European Economic Area (“EEA”). It may also be processed by staff operating outside the EEA who work for us. Such staff maybe engaged in, among other things the provision of support services. By submitting your personal data, you agree to this transfer, storing or processing. We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this privacy policy.

Some of the data which we record may not seem directly relevant to your query but it is used for statistical purposes, with the aim of improving the service provided to all clients of Citizens Advice.

None of the forms on this site contain hidden fields and so, apart from the date and time of the request, you will pass to us only the information which you have typed in or chosen to upload.

5.         Security

This charity makes every effort to ensure the security and integrity of emails and forms 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 have received it, this charity cannot ensure or guarantee the security of information when it is being transmitted.

If you are still concerned about confidentiality then please contact us.

The data we store is shared with certain other Citizens Advice offices which are working in partnership with to provide the best possible service to clients.

This charity is subject to regular audits by the Citizens Advice national association, the Community Legal Service and Office of the Immigration Services Commission. The people who carry out these audits sign a confidentiality statement, as do all our staff and volunteers.  Our staff and volunteers have regular training in data protection and information security.  We have put in place procedures to deal with any suspected personal data breaches and will notify you and any applicable regulator of a breach where we are obliged to do so.

Please note that giving us permission to keep records in this way does not allow us to contact other agencies on your behalf or to pass any information on to them, unless we are required to do so by law.  Where contacting a third party is necessary, in order to deal with your enquiry, we will request your express permission.

6.         Access to information

You have the right to access information held about you. More information about these rights can be found on the ICO website .  If you wish to exercise those rights please contact Janet John as set out above.

7.         Cookies

A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added.

Cookies enable us:

To estimate our audience size and usage pattern.
To store information about your preferences, and so allow us to customise our site according to your individual interests.
To speed up your searches.
To recognise you when you return to our site.

Cookies are nothing to be afraid of – we don’t store personal or sensitive information in the cookies we create. The only cookies used by this site are analytical cookies, which allow us to compile anonymous statistics of visitors to our website.

The majority of web browsers have cookies enabled by default. If you don’t want to receive cookies, you can change settings in your web browser so that your browser tells you when cookies are sent to it or you can refuse cookies altogether. You can also delete cookies that have already been set.

If you wish to restrict or block web browser cookies, the Help function within your browser should tell you how. Alternatively, visit which provides more information on how to do this.

Third Party Cookies

Some on the cookies stored on your computer that relate to our website will not be directly related to us. Examples are Google Analytics, Clicky web analytics, and Share Tools. Google Analytics and Clicky web analytics help us view and analyse visitor information; such as browser versions, visitor numbers, and response to marketing activity. Data related to usage of this website, including IP addresses, is transferred and saved on third party servers in order to analyse the overall user behaviour. This information enables us to improve the website and your visiting and usage experience and can only be seen only by us, Google and Clicky. Nothing confidential is ever stored.

‘Share tools’ refers to if you decide to ‘share’ any of this charity’s content with anyone via any of the social networks. In this case you may be sent cookies from these websites. We cannot control the creation of these cookies, so we suggest you visit these third-party websites for more information about their cookies and how to manage them.

8.         Changes to this policy

This policy has been updated in accordance with the change in recent data protection law.  We will undertake a regular review of this policy and may amend it as and when the need arises.  Please ensure that you take the time to read this policy and check our website regularly for any amendments or updates.

If you are viewing this policy on our website and would like a hard copy then please contact us using the details set out above.

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