Advice Centre London: Privacy & Cookie Policy

At Advice Centre London we are committed to protecting your privacy. This statement describes how we will collect and use your personal information when you visit our websites or engage with us in other ways, to ensure your data is kept safe and that we can communicate with you effectively. 


You can let us know your preferences for how we handle your data when you first provide it to us and at any time after that if you change your mind by contacting Advice Centre London.


If you have any queries about this privacy statement please contact our team.


  1. How we collect information


1.1 We obtain personal information from you when you submit an online form, contact us over the phone or otherwise provide us with personal information. This can be via our website, calls to our office, correspondence via email or letter, attendance an event or engagement with any of our staff or representatives.

   2.Information we collect


2.1 The personal information we collect might include your name, date of birth, email address, postal address, telephone number and information necessary for you to access our service. 

2.2 We may also collect other information, for example health or dietary information from people attending our events, information on next of kin so we know who to get in contact with if there is a problem. We will not process sensitive personal information about you without your explicit consent.

2.3 We also gather general information about the use of our websites, such as which pages people visit most often and which services, events or facilities are of most interest. We may also track which pages people visit when they click on links. We may use this information to make improvements to our website and to ensure we provide you with the very best service we can. Wherever possible we use aggregated or anonymous information which does not identify individual visitors to our websites.

2.4 If you contact us by telephone, letter, fax, email or via a social media website (e.g. Facebook, Twitter) or respond to a contact we make to you, we may keep a record of that correspondence so that we are able to refer to it in future, and keep a record of the kind of issues people raise.

2.5 When we send communications to you, we will record details of these along with any actions you take as a result, such as support given, other actions taken (e.g. advocacy services), or requests you make to change the way that we communicate with you in the future.

2.6 We will log information onto our database systems to retain a history of what you have requested and to ensure that we comply with any requests or complaints that you have made.

    3.How we use your information


We will use your personal information:


  1. to provide you with the services, products or information you have requested;

  2. for administration purposes; 

  3. to ensure we are providing the best possible service, e.g. monitoring phone calls we make or receive, or monitoring complaints;

  4. to respond to any correspondence, you have entered into with us whether by letter, email, fax, social media or other means and contact you in relation to our services

  5. We will never allow any other organisation access to the data we hold about you for their own marketing purposes. We may need to share your information with our service providers, associated organisations and agents who support us in our work. Where we do so, we will take care to ensure that they keep your data secure (see also point 6 below).

  6. Your privacy is important to us and if possible we ask you to tell us which methods of communication you want us to use.

  7. You can contact us at any time to change your preferences 

  8.  If you are registered on the Telephone Preference Service, we will only call you on the phone if you have explicitly consented to calls from us.

  9. If you are not registered on the Telephone Preference Service, we may call you on the phone if you have not opted out of hearing from us via the phone.

  10. We may contact you via post, so long as you have not told us you do not want us to write to you.

  11. We will only contact you via email or SMS if you have explicitly given your consent to being contacted in this way.

  12. We know not everyone has time to keep us informed of changes in their contact details. So in some circumstances we may look up updated contact details for you, for instance

  13. If you move house, we might be made aware of this or find a new address for you (for example by receiving returned mail or by using Royal Mail’s Change of Address service) in which case we will record updated details in our record

  14. If you have let us know you are happy to be contacted by phone, and we are having trouble getting hold of you on the number we have, we might look up another phone number for you and update our records accordingly. We might use a range of additional information sources to do this, including information from commercial suppliers. If you would prefer we didn’t do this, please let us know.

    4. How long we hold information about you. 

4.1 We will only keep your information for so long as the law allows and for as long as is necessary for us to keep it for the purposes outlined in this statement. . Where it is possible we will endeavour to anonymise information.

    5. Do we use cookies?

5.1 We do use cookies and please refer to our cookie policy for details of how we use them and the type of cookies served through our web sites.

    6. Disclosing information to outside parties

6.1 We will not sell any information about you or your browsing activity on our website to any external organisation.

6.2 As indicated above at 3.4, we may pass your information to our service providers, agents and associated organisations for the purposes identified above. Where we use service providers we will make sure there are appropriate controls in place and they will not be allowed to use the data for their own marketing activity.

6.3 We may also need to disclose your information if required by law (for example to government bodies and law enforcement agencies) or if we have your permission to do so.

   7. Your consent 

7.1 By providing us with your personal information, you consent to the collection and use of this in accordance with this Privacy Statement.

7.2 You remain in control of your personal information. In particular, if you have any of the following requests please let us know:

i) If you do not want us to contact you at all, or for a particular purpose

ii) If you want to update the contact details and preferences we have, or to ask us not to contact you through a particular method, e.g. phone, email, SMS or post

iii) If you would prefer us not to use the information we hold about you to build a profile of your likely interests, preferences and likely giving behaviour

iv) If you would prefer us not to look up additional information about you.

You can let us know your preferences at any time by contacting:


Tel:  020 8807 7111



58 Market Square (The Balcony)
Edmonton Green Shopping Centre


N9 0TZ