Privacy Policy


The Mediation and Advice Project CIC takes your privacy seriously. Here's how we collect, share and process your personal information. 


At The Mediation and Advice Project CIC we collect and use your personal information to help solve your problems, improve our services and tackle wider issues in society that affect people's lives.


We only ask for the information we need. We always let you decide what you're happy with telling us, explain why we need it and treat it as confidential.


When we record and use your personal information we:


  • Only access it when we have a good reason

  • Only share what is necessary and relevant

  • Don't sell it to anyone


At times we might use or share your information without your permission. If we do, we’ll always make sure there’s a legal basis for it. This could include situations where we have to use or share your information:


  • To comply with the law - for example, if a court orders us to share information. This is called ‘legal obligation’


  • To protect someone’s life - for example, sharing information with a paramedic if a client was unwell at our office. This is called ‘vital interests’


  • To carry out our legitimate aims and goals as a Community Interest Company - for example, to create statistics for our research. This is called ‘legitimate interests’


  • For us to carry out a task where we’re meeting the aims of a public body in the public interest - for example, delivering a government or local authority service. This is called ‘public task’


  • To carry out a contract we have with you - for example, if you’re an employee we might need to store your bank details so we can pay you. This is called ‘contract’


  • To defend our legal rights - for example, sharing information with our legal advisors if there was a complaint that we gave the wrong information



We handle and store your personal information in line with the law.


We want to be completely transparent about why we need the personal details we request when you communicate with us and how we use the data once we collect it.


Who is responsible for keeping my personal information safe?


The Mediation and Advice Project CIC is responsible for keeping your personal information safe and making sure we comply with data protection law.


What do you do with my information?


How we handle your personal information depends on how you interact with us.


We'll get your permission by asking you to either:


  • Sign a paper consent form

  • Tick a box online

  • Give agreement over the phone - if you call our telephone number

  • Or when you send an e-mail to us 


Before we ask for your permission, we'll always explain how we use your information.

If you've been referred to us from another organisation or charity, they'll send us your information using a referral form. They'll get your permission before sending us your information.


What information do you ask for?


We'll only ask for information that's relevant to your problem. Depending on what you want help with, this might include:


  • Your name and contact details - so we can keep in touch with you about your matter.

  • Personal information - for example about family, work, or financial circumstances.

  • Details about services or people that are causing you problems - like Landlords or companies or neighbours 

  • Details of items or services you've bought, and traders you've dealt with.

  • Information like your gender, ethnicity or sexual orientation.


If you don't want to give us certain information, you don't have to. 


For example, if you want to stay anonymous we'll only record information about your problem and make sure you're not identified.


How do you use my information?


The main reason we ask for your information is to help solve your problem or dispute.


We only access your information for other reasons if we really need to - for example:


  • For training and quality purposes

  • To investigate complaints

  • To get feedback from you about our services

  • To help us improve our services


All staff and volunteers accessing data have had data protection training to make sure your information is handled sensitively and securely.


We are registered with the Information Commissioner's Office under number: A8334398 and will process your personal data in accordance with the General Data Protection Regulation and Data Protection Act 2018.


What about statistics? 


We use some information to create statistics about who we're helping and what problems are the most common. This information is always anonymised - you cannot be identified.


We share these with funders, regulators, government departments and to draft community reports, social media and press releases.


When we share your information with other organisations with your permission, we might share your information with other organisations so we can:


  • Help solve your problem - for example, if you ask us to contact the benefits agency we might need to share your financial details or health problems with them

  • Refer you quickly to another organisation for more advice, if relevant

  • Monitor the quality of our services 


Organisations we share your data with must store and use your data in line with data protection law.



What if you’re concerned about my or someone else's safety?


If something you've told us makes us think you or someone you know might be at serious risk of harm, we could tell the police or social services - only for example if we think you might hurt yourself or someone else.


How do you store my information? For how long do you retain it?


Whether you get help from us face to face, over the phone, or by email our staff and volunteers will log all your information, correspondence, and notes about your problem onto our secure IT system. 


We take appropriate technical and organisational measures to ensure that we keep your information secure, accurate and up to date. Unfortunately the transmission of information over the internet is never 100% secure. This means you provide information through our website, our social media pages or via e-mail is at your own risk.


Different types of information are held for different periods of time in accordance with our Records Retention and Destruction Procedure.


For example we hold advice records for 6 years, job applications for 3 months and mediation case records are securely destroyed immediately at the closure of each mediation case or enquiry. 


How do I contact you about my information?


If you have any questions about how your information is collected or used, you can contact our office.


Telephone: 0300 1331 290 which is open Monday, Wednesday and Thursday 10am - 4pm



You can contact us to:


  • Find out what personal information we hold about you

  • Correct your information if it’s wrong, out of date or incomplete

  • Request we delete your information

  • Ask us to limit what we do with your data - for example, ask us not to share it if you haven’t asked us already

  • Ask us to give you a copy of the data we hold in a format you can use to transfer it to another service

  • Ask us stop using your information