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
Remembering your preferences
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 |
|---|---|
| CABExtent | 1 month |
Stopping the cookie notice showing
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 | How long it's kept on your device |
|---|---|
| eprivacy | 1 year |
Making our online forms work
These cookies make our online forms work. They're put onto your device whether you use a form or not.
| Cookie name | What it's used for | How long it's kept on your device |
|---|---|---|
| AWSELB and AWSELBCORES | 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. | 5 minutes (AWSELB) and until you leave our website by closing your browser (AWSELBCORES) |
| ASP.NET_SessionId | 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. | Until you leave our website by closing your browser |
| __AntiXsrfToken | This cookie makes sure form submissions on the website are from genuine users and aren't malicious. | Until you leave our website by closing your browser |
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 |
| _fr | 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 Twitter feeds - read Twitter'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
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 |
|---|---|---|
| LPSessionID / LPSID | This cookie remembers what you’ve done on our website including online chat. | Until you leave our website by closing your browser |
| LPVisitorID / LPVID | This cookie lets the system remember you when you come back. | 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.