How we use your data for feedback, research & statistics

This section covers how we use your data to carry out our research, feedback

and statistical work.

National Citizens Advice covers their use of data for this purpose in their privacy

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We ask if you would like to provide feedback on our service. If you agree, we

record your consent on our case management system or we will send you a link

via email, WhatsApp or SMS (text message) to complete a feedback form on our

website.

We process feedback by adding the information to a securely stored central

spreadsheet on our Google Drive. Your completed feedback form remains on

our secure website server until it is processed and deleted.

We receive anonymised quarterly reports from National Citizens Advice with

regard to feedback via our case management system, in Google Drive for two

years before anonymising the information. This ensures we can review trends

and improve our service while protecting your privacy.

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We ask for your feedback or comments on how we can improve our service

including how you contacted us and how you heard about our service. We also

ask for your name and contact details but you do not have to provide this.

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We use your feedback to help us review and improve our services. We also use

this information to review how people are accessing our service and how we

market our service.

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Your information is not shared with any third parties. Feedback data is not

anonymised but it is not compulsory to fill in your name and contact details.

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Legitimate interest – We have a legitimate interest to ask for feedback to help us

review and improve our service.