Community Legal Advice privacy statement

Community Legal Advice (CLA) provides free, confidential and independent legal advice as part of the Legal Services Commission’s (LSC) programme to fund, provide and promote civil legal aid services.

By contacting calling 0845 345 4 345 or using the Online Advice tool, people will get through to the CLA contact centre which is run by Capita.

Personal data is data that relates to a living individual who can be identified from that data.

The Legal Services Commission (as the data controller) and Capita (as the data processor) are committed to protecting and respecting clients’ privacy and understand the importance of the protection of personal data. 

This privacy policy explains how CLA will process personal data under the Data Protection Act 1998 (“the Act"). Please read the following carefully.

What personal information does CLA collect?

CLA may collect and process certain information from clients calling the helpline or using the Online Advice service such as;

  • name 
  • address 
  • phone number 
  • email address 
  • nature of problem 
  • personal financial information needed to determine eligibility for legal aid.

Why do you collect this information?

We record information on our database in order to build statistics about the service, monitor fraud and justify public expenditure.

How will CLA use personal information?

Personal data will be processed as follows:

  1. We will not share your information with any other third parties, unless the law permits it.  We may share your information with other government departments and organisations in order to verify that the information you have provided is accurate and to prevent or detect crime or fraud. As a publicly funded body, we may share your data with the MoJ or external bodies for research purposes to better inform future government policy on legal aid that is being developed. Publication of any research will not identify any individual whose data has been used for research purposes. Personal data is only shared outside of the LSC when the law allows
  2. If you are eligible for legal aid your case will be referred to a CLA Specialist.  When this happens, we will have to share your information with the legal professional.
  3. Details entered relating to any feedback may be processed by the LSC in order to respond to any queries or other matters. 
  4. The LSC reserves the right to gather information relating to the usage of the CLA tools. Cookies are used solely for the purpose of compiling statistics. A cookie is a token that a web browser stores on disk in the form of a small text file. The name and location of this text file will depend on the person’s operating system and the type of browser used. Cookies do not contain executable code, and so do not provide a potential point of entry for viruses etc. However, cookies can be refused, to do so check the browser settings.

Online Advice

All information sent via the Online Advice service is sent securely.

We may store a cookie on your PC in order to help your PC interact with the CLA Online Advice service more quickly during future visits to the website.  More information about cookies can be found here.

Emailing Community Legal Advice

Email is not a secure medium, as messages can be intercepted and read by someone else. Please bear this in mind when deciding whether to send information by email. We provide a secure Online Advice service and postal addresses for the LSC are available.

The LSC reserves the right to monitor, record and retain any incoming and outgoing emails for security reasons and for monitoring compliance with the LSC’s internal policy on electronic working.

Email monitoring and/or blocking software may be used and email content may be read. Each individual has a responsibility to ensure laws are not broken when writing or forwarding emails and their contents. No contracts can be entered into on the LSC’s behalf by email.

Security measures

The LSC (which includes the CLA services) takes the security of its information technology (IT) systems very seriously.

Its security policies comply with the International Security Standard ISO/IEC-27001:2005.

These policies ensure that the LSC is committed to preserving the confidentiality, integrity and availability of all information assets held within the organisation, or by external parties on the LSC’s behalf.

Changes to the privacy policy

This policy is under regular review. Any changes made to the privacy policy will be posted here and, where appropriate, people will be notified by email.

Access to your information and correction

Everyone has the right to request access to the information held about them. As per section 7 (2) and (3) of the Data Protection Act 1998 (DPA), valid requests must include the following:

  • Full name and address of applicant
  • Description of the information required 
  • Any additional information which will help verify identity, such as date of birth and case reference number. This will help confirm that the data relates to that individual and is not being released to a third party
  • A fee of £10.

To access personal information that might be held about you, please make the request by emailing or in writing to Governance Team, Chief Executive’s Office, Legal Services Commission, 4 Abbey Orchard Street, London, SW1P 2BS.

For further information, please refer to the LSC leaflet Access to Information. 

Further information about CLA

If you have any queries about CLA please contact


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