Privacy Notice

Introduction

This Privacy Notice explains the types of personal information Child Law Advice collects, the reasons for collecting it, how we use it, the circumstances under which we might share it, how long we retain it, the measures we take to protect it, and your rights regarding your information.

Any questions regarding this Privacy Notice and our privacy practices should be sent by email (clas@coramclc.org.uk) or by writing to CLAS Manager, 3^rd Floor Wellington House, 90-92 Butt Road, Colchester, Essex, CO3 3DA. 

Who we are

Child Law Advice is run by Coram Children’s Legal Centre (CCLC), the UK’s leading children’s legal charity and part of the Coram Group of charities. We are a digital-first service that provides information and advice on family and education law to parents, carers, and young people in England. Our website

What personal information do we collect and why? 

The type of personal information we collect depends on how clients interact with our service.

Providing advice via webchat, email, telephone, and bookable callback

We collect the following data, which is mandatory:

• Full name
• Home address
• Telephone number

To meet our safeguarding responsibilities, we require the above data. In exceptional cases where a client shares information suggesting that someone is at serious risk of harm, we may need to breach confidentiality to protect that person.

• Email address (for email advice and bookable callbacks only)

• Information related to legal representation

We need to confirm whether a client has a solicitor or barrister involved in the issue they are contacting us about, as we can only assist clients who do not have legal representation already in place.

• Debit and credit card information and billing address (for bookable callbacks only)

We collect the above data to securely process payments and ensure accurate billing.

We may also collect the following data, which includes special category data, which is optional:

• Ethnicity
• Date of birth
• Disabilities
• Relationship status

We collect optional demographic data for several reasons, including to provide our funders with insights into the demographics of the clients using our services. Additionally, this information is used for research purposes and to help us tailor our services to better meet the needs of our clients.

• Details of enquiry

We collect information about the client’s situation to provide the appropriate legal advice.

How-to guide purchases

• Full name
• Email address
• Debit and credit card information
• Billing address

We collect the above data to personalise a client’s account, process transactions securely, manage any refunds or disputes that may arise, and communicate essential updates related to a client’s purchase.

Feedback

• Name
• Email address
• Details of feedback

We collect the above data to address a user’s feedback effectively and improve our services based on the user’s feedback.

Cookies

• Device information
• Tracking and analytics information
• Browsing activity
• User preferences

Cookies are used to enhance a user’s browsing experience by remembering their preferences, improving website functionality, and providing personalised content. They help us to analyse site traffic, understand user behaviour, and ensure users have a smoother, more customized experience on our website.

Where is personal information stored and for how long?

Case management system

We ask all clients who contact us directly for advice whether they consent to the creation of a client record in our confidential case management system, Charity Log. The client record will include personal information such as the client’s name, address, and telephone number, along with any provided demographic information, as well as a summary of the client’s query and the advice provided. This will be stored on Charity Log for six years and then anonymised.

If consent is not provided, a client record will still be created, but it will be anonymous and will only include a summary of the client’s query and the advice provided, without any personal information.

Emails

We use Microsoft Outlook to manage and store business communications. We receive an email to our management email address (clas@coramclc.org.uk) when a client: 

• Submits an email enquiry form
• Submits feedback
• Submits a complaint
• Books a callback
• Purchases an individual or annual how-to guide subscription

If a client submits an email inquiry or books a callback without consenting to the creation of a client record in our case management system, the associated email will be deleted after we have either responded to the inquiry or completed the callback. Otherwise, we will retain all emails on our secure email platform for three years from the date of receipt.

With third party providers

Please see section below on third party providers.

Third party providers

Call Handling

We use Call Handling as our communications provider to manage both our webchat and telephone systems. Call Handling’s Privacy Policy can be found here. Data is retained securely on the Call Handling platform for 3 years, after which it is deleted by Call Handling.

JRNI

We use JRNI to manage our bookable callback system. JRNI’s Privacy Policy can be found here. Once a booking is made, this is stored on JRNI’s secure platform. Data is retained securely on the JRNI platform for 3 years, after which it is deleted by Child Law Advice management.

PayPal

We use PayPal to process payments for callbacks and how-to guides on our website. PayPal’s’ Privacy Policy can be found here.

Charity Log

We use Charity Log as our case management system. Charity Log’s Privacy Policy can be found here.

Outlook

We use Microsoft Outlook to manage and store business communications, including emails related to client enquiries and other correspondence. Microsoft’s Privacy Policy can be found here.

Domino Codes

We use Domino Codes as our website developer. Domino Code’s privacy policy can be found here.

Legal basis for processing your data

We obtain your personal data with your consent. We request your information so that we can ensure the accuracy of our legal advice and fulfil our safeguarding responsibilities as a children’s charity.

Who at Child Law Advice will have access to your personal information?

According to data protection laws, we must protect any information we collect from you. We will respect your privacy by not retaining any personal data that is not strictly required for the provision of our services. Your information will be viewed by The Child Law Advice Service team, which provides legal advice to enquirers. Please see section on third party providers who may have access to your information depending on the service you receive from us.

Your rights

We take reasonable steps to ensure that your personal data is accurate, complete, and up to date for the purposes for which it is collected and processed. We have implemented measures to ensure that our processing of your personal data complies with this privacy notice and applicable law, such as the General Data Protection Regulations.

Under data protection law, you have rights including:

• Your right of access: You have the right to ask us for copies of your personal data.
• Your right to rectification: You have the right to ask us to rectify personal data 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 data in certain circumstances.
• Your right to restriction of processing: You have the right to ask us to restrict the processing of your personal data in certain circumstances.
• Your right to object to processing: You have the right to object to the processing of your personal data in certain circumstances.
• Your right to data portability: You have the right to ask that we transfer the personal data you gave us to another organisation, or to you, in certain circumstances.
• Your right to withdraw consent: When we use consent as our lawful basis you have the right to withdraw your consent.

If you wish to exercise your rights, or if you have any questions or concerns, you can contact the CLAS Manager by email at clas@coramclc.org.uk.

Coram also has a Data Protection Officer whom you can contact at dataprotection@coram.org.uk.

Confidentiality and Exceptional Circumstances

Child Law Advice provides confidential services. When an individual provides us with their name, address, or phone number, we keep it strictly confidential and do not share it with third parties without consent. However, in exceptional circumstances where a caller provides information indicating that a person is at serious risk of harm, a breach of confidentiality may be required to protect that individual.

Call Recording

Calls to the Child Law Advice Service are not recorded. However, some calls to Coram Children’s Legal Centre are recorded. This is to ensure that the highest level of call handling is upheld. In the interest of confidentiality, these records will only be accessible to Coram Children’s Legal Centre management unless further action is required and the record is provided to a third party. All records will be destroyed after three months, unless they are still in use.

Other Websites

Child Law Advice includes links to and from websites. This privacy policy is only applicable to Child Law Advice.

Cookies

Please see our cookie policy here. 

How will we secure your personal information?

Your information is kept secure on our hosted database. staff and volunteers of child law advice for the purpose of reviewing notes if a caller contacted us back or to add notes to the system of Child Law Advice have access to this information, unless they are given express consent by the management. We use secure services, firewalls and SSL encryption to ensure your data is safeguarded and secure. All payments processed for Child law Advice are by PayPal and we do not hold any credit card details that are provided when making a payment online.

Changes to this privacy notice

If we change this privacy notice, we will post the revised version here, along with an updated revision date. Please return periodically, especially before providing any personally identifiable information.

How to make a complaint

The Child Law Advice service strives to collect and use personal information in accordance with the highest standards. As a result, we take any complaints about this very seriously and encourage people to notify us if they believe our collection or use of information is unfair, misleading, or inappropriate.

You have the right to complain at any time to the CLAS Manager (CLAS@coramclc.org.uk).

In the event of a conflict concerning the processing of your personal data, you have the right to lodge a complaint with the supervisory authority in the UK: Information Commissioner’s Office (0303 123 1113), Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5A, www.ico.org.uk

Contacting us

For more information on how your information is used, how we keep your information secure, and your rights to access the information we hold about you, please contact us:

By email: clas@coramclc.org.uk

In writing: CLAS Manager, 3^rd floor Wellington House, 90-92 Butt Road, Colchester, Essex, CO3 3DA.