When you participate in research and give feedback
How we collect your information
We carry out research and statistics using data from a number of sources including:
Client case data - we use client case information to carry out research and produce statistical information
Surveys and questionnaires - we carry out specific questionnaires and surveys to get data on specific topics
Focus groups and studies - we invite key stakeholders to take part in studies and discussions
We will only contact you directly about research and feedback if you have given your permission for us to do so.
What information we collect
We use a wide range of information which can include:
Information about the issues you sought advice or guidance about
Your demographic information such as what area of the country you live in, your age or any minoritised groups you identify with
Your opinions about our service or themes relevant to them such as benefits or housing
If you were contacted by a local Citizens Advice
Your local Citizens Advice will have their own policy about how they collect, use and store your information. Contact your local Citizens Advice and ask to see their policy - or check their website.
What we use your information for
We use our research and statistics to inform our campaigns and to improve our service. This includes work to promote equity, diversity and inclusion within our service and society as a whole. We will not use any of this data in a way that identifies you or to make a decision about you as part of our research unless you give us your permission to do so.
Sometimes we like to include real client stories in our campaigns, if we want to use your story in a way that you can be identified we will only do so with your permission.
Who we share your information with
We will not share directly identifiable information about you outside of Citizens Advice unless:
we employ a third party to carry out research on our behalf; or
you give your permission for us to do so
We may from time to time share data sets with de-identified data with trusted partners to allow them to do their own research. For example we may share data sets with identifiers such as names, addresses, contact details removed with a trusted third party such as a university to help them do research which is in the public interest.
| Activity | Our lawful basis for collecting personal data | Our lawful basis for collecting special category or criminal convictions data |
|---|---|---|
|
Activity
EDI monitoring |
Our lawful basis for collecting personal data
Legitimate interests - we have a legitimate interest in ensuring our services are being delivered in a fair way and reaching people from all backgrounds |
Our lawful basis for collecting special category or criminal convictions data
Substantial public interest -‘equality of opportunity or treatment’ |
|
Activity
Research, feedback and statistics |
Our lawful basis for collecting personal data
Legitimate interests - We have a legitimate interest to understand how our service is working and to understand the issues which underlie the problems people are facing |
Our lawful basis for collecting special category or criminal convictions data
Archiving, research and statistics |
|
Activity
Publishing client stories |
Our lawful basis for collecting personal data
Consent |
Our lawful basis for collecting special category or criminal convictions data
Explicit consent |