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Terms and conditions

1. Your use of this website

When you use this website, you must not do anything that’s against the law or which might cause distress or inconvenience to anyone else.

You must not try to get unauthorised access to this website or misuse it by knowingly introducing viruses, trojans, worms, logic bombs or other harmful material.

The information on this website is for general guidance on your rights and responsibilities - it’s not legal advice.

If you need more details on your rights or legal advice about what action to take, you should contact your nearest Citizens Advice or a solicitor. You can get help choosing and using a solicitor on the Law Society website.

2. Our liability

We’ve tried to make sure the information we give is accurate. This includes information we give:

  • on this website
  • by email
  • when you chat with us online

Being ’liable’ means being legally responsible for something.

We’re not liable for any loss, damage or inconvenience you experience as a result of:

  • using this website
  • contacting us by email
  • using our online chat

This is the case as far as the law allows, whether the loss, damage or inconvenience comes from contract, ‘tort’, or any other source.

‘Tort’ is the name given to an area of law related to people who are in positions of responsibility. It makes them liable if they don’t carry out the legal obligations that go with their positions.

This means we’re not liable for:

  • any loss of data or profits
  • interruptions or delays to the website
  • when we can or can't provide a service
  • any information, material, goods and services obtained through the website

We can still be liable for death or personal injury caused by ‘negligence'. Negligence is when an organisation or person fails to take the care they should take when they do something.

You can read the full legal definition of negligence in the Unfair Contract Terms Act 1977, which is on the government’s legislation website.

We can also be liable for fraud or ‘fraudulent misrepresentation’, which is when someone says things they know aren’t true for their own benefit.

3. Claims brought by third parties

We aim to provide a high quality service, but we can’t guarantee it will be uninterrupted or free from errors.

We’re not responsible if a ‘third party’ brings a claim based on your use of our website.

Third parties are people or organisations other than you or us.

We’re not responsible for the content of websites we link to. By including links, we’re not endorsing the linked websites and we’re not connected to the people who run them. We can’t control the availability of pages we link to on other websites.

4. Contacting us by email

When you contact us by email, we can’t guarantee the information we send or receive won’t:

  • be intercepted, corrupted, delayed or incomplete
  • contain viruses
  • be affected by other interference

We’re not liable for any damage that happens because of the email.

Our emails aren’t secure. We’re not responsible for the safety of the information stored on any electronic device you’re using.

Any information we give by email is only intended for the person it’s addressed to. Only the person we’re advising should take action based on the information we give them.

5. Copyright

Everything on this website is protected by copyright - this includes all text and images.

Citizens Advice owns the copyright for all content on this website, apart from where we say it's owned by someone else.

You must not share or copy any part of this site or subdomains of this site for any ‘commercial’ purpose. Commercial means selling something to make money.

This means you aren’t allowed to copy, reproduce, republish, download, post, broadcast or transmit it in any way, unless it’s for your own personal and non-commercial use.

You must get written permission from the copyright owner if you want to use anything on this website for a different reason.

You can send us a copyright request Google form .