How we use your data for feedback

This section covers how we use your data to carry out feedback. National Citizens Advice covers their use of data for this purpose in their privacy notice.

How we collect your information

We ask if you would like to provide feedback on our service. We will send you a link via email, WhatsApp, Messenger 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 keep all records of feedback on our Google Drive for two years before anonymising the information. This ensures we can review trends and improve our service while protecting your privacy.

What information we collect

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.

What we use your information for

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. 

Who we share your information with

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. 

Our lawful basis for using your information

Legitimate interest – We have a legitimate interest to ask for feedback to help us review and improve our service.

How we use your data for Research & Statistics

Please see the national Citizens Advice privacy notice.