How we use your personal information

We collect and use information about you to help solve your problems.

We always let you decide what you’re comfortable telling us, explain why we need your information and keep it confidential. When we keep something you tell us, we:

  • only access it when we have a good reason
  • only share what is necessary and relevant
  • don’t sell it to commercial organisations

How will you use my data?

First and foremost your information will be used to provide you with advice. Depending on the type of advice that you need, i.e. benefits, immigration, housing etc., your enquiry will be sent to the most appropriate member of our BAM advice partnership to help you with your problem. Your enquiry is auto- routed by software and sent directly to only one of our partners – so only they will receive the information that you have submitted in your enquiry. Queries are auto allocated in the following way:

  • Immigration queries are sent to Citizens advice Brent
  • Employment queries are sent to Citizens advice Brent
  • Housing queries are sent to Citizens advice Brent
  • Money queries are sent to Citizens advice Brent
  • Benefit queries are sent to Citizens Advice Brent
  • Health and Wellbeing queries are sent to Citizens Advice Brent

If a home visit is required referrals are made to Age UK Brent

On receipt of your query the answering advice agency will contact you and will make a brief record of the advice provided to you on the BAM case management system. The answering advice agency will also keep its own internal records of the advice that they provide to you.

Do I have to give my consent for you to use information about me?

You can decide exactly what information you are happy to tell us. We’ll use the information because we have a ‘legitimate interest’ to do so for the purpose of providing you with advice in response to the enquiry that you have submitted.

When we ask for more private information about you, like any health conditions or ethnicity, we will need to get your consent. This is because this information is treated in a special way by the law. You can always withdraw this consent and request we remove what you told us.

Where will you store my data?

The record of your case will be stored securely in an electronic case management system called Fresh Desk. Fresh Desk is used jointly by all the BAM advice partners. We are all responsible for keeping it safe. We will make sure any information is stored securely and only accessed when there’s a good reason.

How long do you keep records for?

We keep records for 6 years. We may keep records for 16 years if the advice given could have serious consequences if it was not stored for a longer period.

Why might you share my information? Who will you share it with?

We will generally not share information without your permission, unless required to do so by law or in some very limited situations, like to protect you or someone else from serious harm.

If a particular service involves sharing your information without permission, we will always let you know upfront that it isn’t confidential.

What if I have a question about how my information has been used?

You can contact us and ask us:

  • what information we’ve stored about you and get a copy to keep
  • to change or update your information
  • to delete your information from our records or withdraw your consent
  • to stop using your information

If you have any questions about how your information is collected or used, you can contact us at

You can read more detailed information about how some of our services use information:

BAM Privacy Notice

If you’re not happy with how we have used your information, you can contact us at

You can also contact the Information Commissioner’s Office to raise a concern about how we have used your information: Tel: 0303 123 1113.

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