Privacy Policy

The Community Advice and Law Service is a charity (Registered Charity Number 1087214) and a Company Limited by Guarantee (Registration no.04096574). Our email address is:

We provide an advice service in social welfare law, specialising in Debt, Welfare Benefits and Housing. We do not charge clients for using our service.

This is a summary of our privacy policy. Please let us know if you would like to have a copy of our full Privacy Policy, or you can view it on our website We’re committed to being compliant with the Data Protection Act 2018 and ensuring that we use personal data appropriately and in the best interests of our clients.
If you want to talk to someone about what data we hold about you, or if you want us to stop contacting you, please call us on 0116 242 1120 or speak to the adviser who is conducting your case.

What Information will we collect about you?

We will collect different types of information depending on why you have contacted us and which of our services you are using.

You are under no obligation to provide us with your personal data, but we may not be able to provide some of our services to you without this information.

We will collect your name and contact details so that we can contact you. We will usually collect your name, address, date of birth, gender, marital status, employment status, religion, ethnicity, disability, housing tenure, health information and whether you have a long-term illness or disability. If we take on your case, we will record more information about you relating to your case: this may include details of your financial circumstances, information about welfare benefits you receive, your employment etc.

We will record your personal data on our case management system which is a cloud-based database system. Your data is stored on servers located in the UK and your personal data will only be accessible to CALS staff. Some of your information may be stored on our own computer systems. This information is stored in our own servers and our ICT systems are kept up to date and secure by an ICT company we employ.

What will we do with that information?

• We will use the personal data you provide to work on your case.
• We may need to share some of your information with other organisations in order to help progress your case; this could include your creditors, the Department for Work and Pensions or a utilities company, for example. We will ask for your consent before we do this.
• We may need to share the personal information you provide with funders. We will share your data in an anonymised or pseudo-anonymised format unless you give us consent to share your contact details. We have a number of different funders including the Money Advice Service and the Legal Aid Agency. This is so that they can monitor the work we do, and it may be a condition of our funding that we do this.
• We may ask you to take part in evaluation of our service to check whether the service was good and that the advice you received was correct and complete. We will ask for separate consent for this.
• We may also ask for your consent to let us share your personal information with funders and their partners so that they can carry out research. You do not have to take part in this research, but it is useful if you can, as it will help us and our funders to improve services.

Keeping your Data Safe

When we store your data, we will do so securely. We employ an ICT company to ensure our computer systems are up to date and secure.

We may use other organisations to process personal data for us. We will make sure that we have a contract in place with any organisation which processes personal data for us. We will make sure they process your data securely and that they do not share your data with anyone else. We do not transfer any data outside of the EEA and we do not use any automated decision-making tools.

We are obliged to keep your data for 6 years after we close your case. This is so that we can meet the terms of our insurance and in case you return to us after your case is closed.

Your Rights

The Data Protection Act 2018 gives the following rights to people whose data we hold (data subjects) depending on why we hold it:
• The right to be informed
• The right of access
• The right to rectification
• The right to erasure
• The right to restrict processing
• The right to data portability
• The right to object
• Rights in relation to automated decision-making and profiling

If you have given us consent to process your personal data – for example if you have said that we can share your data for research and evaluation – you can change your mind. Please use the contact details provided below in order to do this.

Contact Details and Making a Complaint

Our Chief Executive Officer (CEO) has overall responsibility for data protection. If you want to talk to someone about what data we hold about you, or if you want us to stop contacting you, please contact us by:

Telephone: 0116 242 1120
In writing or in person: 1st Floor, Epic House, Charles Street, Leicester LE1 3SH

If you wish to make a complaint about how we handle your data, please contact us using the contact details given above.

If you have contacted us about how we handle your personal data and you are still unhappy, or feel that the issue has not been resolved, you should contact the Information Commissioners Office to raise your concern. Information on how to do this is available via the ICO website – Alternatively, you can call the ICO helpline on 0303 123 1113.