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Confidentiality

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Confidentiality

Confidentiality is key to the service provided by all Citizens Advice bureaux. We will sometimes ask you for data of a sensitive nature but please be assured that everything you tell us will be treated in strictest confidence. Nothing we learn from our clients, including the fact of their visit(s) will be passed on to anyone outside the service without the clients express permission. Any referrals are made with the knowledge and consent of the client. The only circumstances where a breach of confidentiality will be considered are:

  • Where there is a danger to clients or others 

  • When not to do so would be breaking the law

  • When the bureau discovers that it is advising both parties to a dispute and needs to disclose the fact in order to avoid a conflict of interest.

All bureau staff and volunteers sign a Declaration of Confidentiality. Any person who has not signed the Declaration of Confidentiality will not have access to information, which could enable a client to be identified without the informed consent of the client. 

Permission to Store Information

In order to help you, we need to maintain a record of your case. The law says we must get your consent to do this. Some of the data which we ask to record may not appear directly relevant to your query but it is used for statistical purposes, with the aim of improving the service provided to all clients by Citizens Advice. If applicable, we will therefore ask for your consent to hold data concerning your query and the advice given.

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(c) Hillingdon and Ealing Citizens Advice

Charity registration number 1045991, Company Limited by guarantee, Registered number 3028957  England

Last modified: January 12, 2012