postaladvice.scot Privacy Notice

How do we collect information from you?

We obtain information about you via our website when you complete the contact form and through cookies.

Customer information is obtained over the course of the enquiry with us. This can be done by phone, email, live chat or contact form.

What type of information do we collect from you via our website?

The following types of personal information are collected from the contact form:

· Name

· Address

· Email address

· IP address

Use of Cookies

This website uses cookies. These are small pieces of information sent by us to your computer and stored on your hard drive to allow that website to recognise you when you visit.

These do not identify you as an individual. They collect statistical data about your browsing actions and patterns. This information helps us to improve our website and deliver a better more personalised service.

It is possible to switch off cookies. For more information visit our full cookies policy.

Google Analytics Cookies

These cookies are used to collect information about how visitors use our site. We use the information to compile reports and to help us improve the site.

The cookies collect information in an anonymous form, including the number of visitors to the site, where visitors have come to the website from and the pages they visited.

For more information on Google Analytics’ privacy policy visit here

Google Maps

These are Google Maps third-party cookies, which are unique identifiers to allow traffic analysis to Google Maps.

For more information on Google Maps’ privacy policy visit here

Links to other websites

Our website may contain links to other sites run by other organisations. This privacy policy applies only to our website, so we encourage you to read the privacy statements on the other websites you visit. We are not responsible for the privacy policies and practices of other sites.

What Information is collected from me as a customer?

· Your name

· Your contact details

· Your specific enquiry details and circumstances

· Any emails we have sent to each other

· Any notes or comments made on your enquiry by our advisors

· Information related to how you accessed our website (if applicable)

Purposes and Lawful Basis of Collecting Data

Purpose	Lawful Basis
To assist you in your enquiry to provide relevant and applicable guidance, advice and information	Legitimate Interests (GDPR, Article 6(1)(f)) – We need to process your data to provide you with our services
To forward you relevant information or advice via email or text, following the resolution of your query	Legitimate Interests (GDPR, Article 6(1)(f)) – We need to process your data to provide you with this service
Protecting ADS’s legitimate business interests and legal rights, including but not limited to, use in connection with legal claims, compliance, regulatory and investigative purposes (including disclosure of such information in connection with legal process or litigation)	Legitimate Interests (GDPR, Article 6(1)(f)) – We may need to process your data to protect our organisation
To monitor use of our websites and online services	Legitimate Interests (GDPR, Article 6(1)(f)) – We may use your information to help us check, improve and protect our products, content, services and websites, both online and offline
To monitor any customer account to prevent, investigate and/or report fraud, terrorism, misrepresentation, security incidents or crime	Legitimate Interests (GDPR, Article 6(1)(f)) and Legal Obligation (GDPR, Article 6(1)(c)) – We are legally obliged to process data for this purpose
To provide our funders with anonymous statistics on service use	Legitimate Interests (GDPR, Article 6(1)(f)) – These reports will never include any personally identifiable information, meaning no-one will be able to discern who you are from the information provided
To comply with applicable law and legislation	Legal Obligation (GDPR, Article 6(1)(c)) – We are legally obliged to process data for this purpose

Who we may share information with

· Royal Mail

· Citizens Advice

· The Scottish Government

Your data protection rights

Under data protection law, you have the following rights:

· Your right of access – You have the right to ask us for copies of your personal information.

· Your right to rectification – You have the right to ask us to rectify personal information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.

· Your right to erasure – You have the right to ask us to erase your personal information in certain circumstances.

· Your right to restriction of processing – You have the right to ask us to restrict the processing of your personal information in certain circumstances.

· Your right to object to processing – You have the right to object to the processing of your personal information in certain circumstances.

· Your right to data portability – You have the right to ask that we transfer the personal information you gave us to another organisation, or to you, in certain circumstances.

You are not required to pay any charge for exercising your rights. If you make a request that is not manifestly unfounded, we will carry out the request without unreasonable delay and in one month (unless an exception applies where we must do so in three months).

Please contact us at DPO@advice.scot if you wish to make a request. Please contact us at DPO@advice.scot if you wish to make a request.

How long will we hold your data?

Service	Retention Period	Data Type
Energy & Post	Three months	Call recordings
	Two years	Name, contact details, specific enquiry details and circumstances, complainant details, emails, advisor notes/comments, website data
	Five years	Generic referral data, generic outcome data, generic categorisation data