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Introduction

At Wiltshire 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 commercial organisations

We handle and store your personal information in line with the law.

Using our website - our privacy policy

When you use our website, we collect your information in a number of ways.

We use data called 'cookies' to get information about how you're using our website - for example, what pages you click on and what device you're using. 

Find out more about how we collect and use cookies when you browse our website here.

We also collect information about you if you:

  • use the 'Email page' function on our web pages

If you used the 'Email page' function

We'll collect your name and email address so you can email a link of the page to someone you know.

If you contact us for email advice

If you use our ‘Contact’ form, for example to request advice by email, your information will be logged on Citizens Advice case management systems. Here you can find out more about how Citizens Advice use and store your information.

In most cases, as well as logging your email advice request form in Citizens Advice case management systems, copies are also stored online in a secure part of our website. It's stored there for up to 3 months before being deleted.

Emails between you and your adviser are stored within our local Wiltshire Citizens Advice email systems. Below you can download our local privacy policy and find out more about how Wiltshire Citizens Advice keep these emails secure.

  

Storing your information

Your information is stored securely on our own internal systems. 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 data for 6 years and it's then deleted.

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
  • to stop using your information.

Send us a message using our Contact form or write to us at: Wiltshire Citizens Advice, 1 Mill Street, Trowbridge, Wiltshire BA14 8BE.

If you want to make a complaint

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

You can also raise your concern with the Information Commissioner's office.

Note: This privacy policy only covers this website www.citizensadvicewiltshire.org.uk. 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.


Cookies: 

By using the Wiltshire Citizens Advice website you are confirming that you are happy to accept our use of cookies. Below you can find out more about how we use them.

What are cookies?

Cookies are small, harmless files placed on your computer’s hard drive or in your browser memory when you visit a website.

What do cookies do?

Cookies help to make the interaction between users and websites faster and easier. For example, they can remember your preferences for selected text resizing style, contrasts and even language selection. What cookies don’t do is store any personal or confidential information about you.

We use track aspects of user visits, including the length of a user’s visit, their browser, geographic location and the use of the search facility on this website.

Below is a list of the cookies we use:

Cookies

Purpose

Random code This is the session ID and expires when the browsing session ends
reDimCookieHint

This cookie checks and save the user's consent to our use of cookies on our website.

This cookie is set once the user is notified that the website uses cookies. It remains on your computer for 1 year so that the website can remember that the user has previously been notified that the website uses cookies. This way, the cookie pop-up message will only be displayed every year. If this is removed the Cookie notice will re-appear.

joomla_user_state 

If you have a user account, this cookie is set so that you remain logged-in during each page visit and expires when the browsing session ends

Google Analytics cookies:

_ga

_gat

_gid

Google Analytics uses cookies to help us to track which pages are accessed. This allows us to understand how popular our site is and record visitor trends over time. The cookies contain no personally identifiable information but some of them do use your IP address to help determine where in the world you are accessing the site from and to track pages you visit within the site.

You can find more information on Google Analytics tracking at: https://code.google.com/apis/analytics/docs/concepts/gaConceptsCookies.html

How you can manage or delete cookies

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. However, some website features or services may not function properly without cookies and you may not be able to access parts of our website.

If you wish to restrict or block web browser cookies, the Help function within your browser should tell you how. Alternatively, these sites can provide more information on how to do this:

Citizens Advice Wiltshire

Service update notice: 17 March 2020
Last reviewed: Tuesday 27 October 2020 at 10am

Our drop in service has been temporarily suspended until further notice, due to the coronavirus outbreak.

For the time being we are operating a telephone and email only service. Read more

Signage web

How can we help?

whatever the problem, we're here Get advice online

Get advice by phone

Call freephone 0800 144 88 48
Lines are open 9am to 5pm Monday to Friday Or email us

More from us

Campaigns

We use our clients' experience to campaign for positive change, locally and nationally. See our latest campaigns, read our research and find out about the impact of our advice.

Campaigns

Opening times and where to find us
Calne
The Library, The Strand, Calne SN11 0JU
Monday - 10am to 3pm 
Closed on bank holidays 
As a precaution, our 'drop in' service has been temporarily suspended until further notice. For now, we are operating a telephone and email advice only service.
Chippenham
3 Avon Reach, Monkton Hill
Chippenham SN15 1EE
Monday, Tuesday and Friday - 10am to 3pm
Closed on bank holidays 
As a precaution, our 'drop in' service has been temporarily suspended until further notice. For now, we are operating a telephone and email advice only service.
Devizes
New Park Street, Devizes SN10 1DY
Monday and Thursday - 10am to 3pm
Closed on bank holidays 
As a precaution, our 'drop in' service has been temporarily suspended until further notice. For now, we are operating a telephone and email advice only service.
Melksham
Town Hall, Market Place
Melksham SN12 6ES
Friday - 10am to 3pm 
Closed on bank holidays 
As a precaution, our 'drop in' service has been temporarily suspended until further notice. For now, we are operating a telephone and email advice only service.
Royal Wootton Bassett
The Library, Borough Fields, 
Royal Wootton Bassett SN4 7AX
Wednesday - 10am to 3pm 
As a precaution, our 'drop in' service has been temporarily suspended until further notice. For now, we are operating a telephone and email advice only service.
Salisbury
Five Rivers Health & Wellbeing Centre,
Hulse Road, Salisbury SP1 3NR 
Monday, Tuesday and Thursday - 10am to 3pm
Closed on bank holidays 
As a precaution, our 'drop in' service has been temporarily suspended until further notice. For now, we are operating a telephone and email advice only service.
Tidworth
The Community Centre, Wylye Road
Tidworth SP9 7QQ
Wednesday - 10am to 3pm 
As a precaution, our 'drop in' service has been temporarily suspended until further notice. For now, we are operating a telephone and email advice only service.
Trowbridge
1 Mill Street,
Trowbridge BA14 8BE
Monday, Wednesday & Thursday - 10am to 3pm
Closed on bank holidays 
As a precaution, our 'drop in' service has been temporarily suspended until further notice. For now, we are operating a telephone and email advice only service.
Warminster
The Library, Three Horseshoes Walk,
Warminster BA12 9BT
Tuesday - 10am to 3pm 
As a precaution, our 'drop in' service has been temporarily suspended until further notice. For now, we are operating a telephone and email advice only service. 

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Contact us
Please use this form to contact us, or to get advice by email.

We are not able to book appointments using this form but we can give advice or direct you to other advice links. We aim to respond to your enquiry within 5 working days.

To contact us for advice by phone, call: 0800 144 88 48 (Monday to Friday 9am to 5pm. Closed on public holidays).

Or you can drop in to one of our local offices.

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Your personal information

When you provide us with personal information, for example, when using this form to contact us, we take steps to ensure that your information is treated securely.

We need to record information about you to help with your enquiry. We have a legitimate interest to do this.

We keep what you tell us safe and confidential and you always decide what you share with us. You can read more about how we handle and store your data in our privacy policy (this will open in a new window, so that any information you have already added to this form will be kept in this window)

We need your explicit consent to keep some information, including your ethnicity, religion, health conditions, sexual orientation, and trade union membership.

If you agree, we’ll use this information, which is known as ‘special category personal data’ to:
● give you advice
● help us gather data to improve our service
● support our research in a way that you can’t be identified

For example, if you need advice about claiming certain benefits, you may want to tell us about health problems you have which may be relevant to your enquiry.

By ticking the boxes below you consent to Citizens Advice recording the special category personal data you choose to provide Citizens Advice.

We’ll make sure all your information is kept safe and secure.

Yes, I consent to you holding information on my (please tick all of those you agree to):

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