Privacy Policy - Making a Complaint

When you make a complaint about our service – our privacy policy


If you make a complaint, we collect personal information from you so we can help deal with your complaint.

We collect your information from you via phone, email or letter – depending on how you complain.

If someone contacts us on your behalf about a complaint we’ll get your permission before we log any of your information.


What information we ask for


So we can help you with your complaint, we need to know:



You don’t have to tell us, but we’ll also ask you about your:



If you tell us you’ve a disability or support needs, we’ll also make a note of that so we can help you access our services.

If your complaint is about advice you received, we might need to look at the information we’ve recorded about your problem.


How we use your information


We use the information you give us to deal with your complaint.

We’ll only access your information for other reasons if we really need to – for example:



All staff accessing data have done data protection training to make sure your information is handled sensitively and securely.


When we share your data


If your complaint is about another Local Citizens Advice, we might refer your complaint to someone there who will look into it. We’ll only do this with your permission.

If you escalate your complaint to an external independent adjudicator, we’ll share your complaint information with them.

If your complaint involves an insurance claim, we might share details of your complaint with our insurer, ADS.


Storing your information


We’ll store your information securely on our internal systems – sensitive data will be password protected.

We keep your data for 6 years. If your complaint is serious or involves an insurance claim or other dispute we keep the data for 16 years.


Contact us about your data


You can contact us at any time and ask us:



Send us a message at enquires@hartlepool.cabnet.org.uk, telephone us 01429 408401 or write to us at 87 Park Road, Hartlepool TS26 9HP.




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Citizens Advice Hartlepool is a registered charity (number 1140773) and is a Limited  

Company (number: 7508891) with registered offices at 87 Park Road, Hartlepool TS26 9HP.


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