How we use cookies
When you use our website, we add cookies to your device to:
make sure the website works well for you - for example, remembering whether you want to see content for England, Wales, Scotland or Northern Ireland
find out how you're using our website so we can improve it
help us run fundraising campaigns effectively
By using our website, we assume you agree to us adding cookies to your device. If you want to disable, block or remove cookies, you can do this at any time.
Remove or disable cookies
If you disable all cookies you:
won't be able to have your preferences remembered, like what country you live in
won't be able to fill in forms on our website
might not be able to use webchat or see content from other companies like Youtube videos or SurveyMonkey feedback forms
won't be able to log in - if you work or volunteer for Citizens Advice
To block cookies, you should change the settings in your web browser. You can also delete cookies that have already been set. Click on 'Help' in your web browser and search for 'cookies'.
Cookies from Google Analytics or Mouseflow tell us how you're using our site. You can opt out if you don't want these cookies added to your device.
Opt out from Google Analytics cookies.
Making our website work well
We add cookies to your device so you have a good experience when you use our website - for example:
remembering your preferences
stopping the cookie notice showing all the time
making our online forms work
helping you log in
| Cookie name | How long it's kept on your device |
|---|---|
|
Cookie name
CABExtent |
How long it's kept on your device
1 month |
This cookie remembers which part of the UK you prefer to view information in - England, Wales, Scotland or Northern Ireland.
This means you won't have to choose a location every time you visit our website.
| Cookie name | How long it's kept on your device |
|---|---|
|
Cookie name
eprivacy |
How long it's kept on your device
1 month |
This cookie stops the pop-up message about cookies showing on every page you visit - instead, it's only shown on the first 3 pages or until you close it.
| Cookie name | What it's used for | How long its kept on your device |
|---|---|---|
|
Cookie name
AWSELB and AWSELBCORES |
What it's used for
If you fill in a form on our website, this cookie makes sure the information is remembered so that it works when you submit it. |
How long its kept on your device
5 minutes (AWSELB) and until you leave our website by closing your browser (AWSELBCORES) |
|
Cookie name
ASP.NET_SessionId |
What it's used for
If you fill in a form on our website, this cookie makes sure the details you enter stay in the form while you're filling it in. |
How long its kept on your device
Until you leave our website by closing your browser |
|
Cookie name
__AntiXsrfToken |
What it's used for
This cookie makes sure form submissions on the website are from genuine users and aren't malicious. |
How long its kept on your device
Until you leave our website by closing your browser |
These cookies make our online forms work. They're put onto your device whether you use a form or not.
| Cookie name | ||
|---|---|---|
|
Cookie name
.CitizensAdviceLogin |
This cookie helps you to log in to the website. |
Until you leave our website by closing your browser. If you clicked 'remember me' it's kept for 30 days. |
|
Cookie name
ASPXROLES |
This cookie stores details of what you're allowed to see and do when you're logged in. This improves the performance of the website for you - such as the speed pages load. |
Until you leave our website by closing your browser. |
|
Cookie name
_public_website_frontend_session |
This cookies is used to verify logged in users when they send an email via the 'email this page' feature. |
Until you leave our website by closing your browser. |
Only advisers and national Citizens Advice staff can log in to the website.
Fundraising campaigns
When we run a fundraising campaign on Facebook and Instagram, we use a cookie (also known as a pixel) on a very small number of fundraising-related pages on our website. We identify these pages by adding a static text box that alerts users to the fact that we are using a cookie on the page and includes a link to our privacy policy for more information.
The cookie we use helps us to run the fundraising campaign as efficiently and effectively as possible by allowing us to:
Send our fundraising adverts to people most likely to be interested in our work
Build ‘lookalike’ audiences, in order to reach more people interested in the work we do
Send our fundraising adverts to people who have engaged with our content previously
| Cookie name | How long it's kept on your device |
|---|---|
|
Cookie name
_fr |
How long it's kept on your device
180 days |
Cookies other companies add to your device
If you use tools or services on our website that are delivered by other organisations, they might put cookies on your device when you use it.
The tools and services we have on our website from other organisations are:
Google forms, maps and Youtube videos - read Google's privacy policy
SurveyMonkey feedback forms - read SurveyMonkey's privacy policy
EventBrite events sign ups - read EventBrite's privacy policy
embedded X feeds - read X's cookies policy
videos through Vimeo - read Vimeo's privacy policy
embedded maps and presentations provided by Esri - read Esri's privacy policy
website performance with New Relic - read New Relic's cookies policy
Enthuse - our national donation platform - read Enthuse's privacy policy
Cablink assessments from Proprofs - read Proprofs' privacy policy
If you use online chat
When you use online chat, our chat provider LivePerson adds cookies to your device to make the chat work smoothly.
You can't be identified from any of the cookies and none of your personal information is taken through them.
| Cookie name | What it's used for | How long it's kept on your device |
|---|---|---|
|
Cookie name
LPSessionID / LPSID |
What it's used for
This cookie remembers what you’ve done on our website including online chat. |
How long it's kept on your device
Until you leave our website by closing your browser |
|
Cookie name
LPVisitorID / LPVID |
What it's used for
This cookie lets the system remember you when you come back. |
How long it's kept on your device
2 years |
Finding out how you use our website
We use tools called Google Analytics and Mouseflow to help us understand how you're using our website.
They collect information by putting cookies on your device. They share that data with us and we use it to improve our website - for example, making popular pages easier to find.
Google Analytics and Mouseflow collect information about:
which links you click on
where you move the mouse or cursor across the page
how much you scroll up and down on the page
your browser, device and operating system
the language you're using
your screen's resolution
the length of time you're on our website
your ISP and approximate ISP Location (City, Region, Country)
how you got to our website
The data collected through cookies is all anonymous - you can't be identified by it.We store the information for 6 months and then delete it.
Read more about how Google Analytics uses cookies.
Read more about how Mouseflow uses cookies in their privacy policy.
This cookies policy only covers citizensadvice.org.uk and its subdomains. Websites we link to should have their own cookies policy.