Advice Services Client Charter

Equity, Diversity and Inclusion

Equity, diversity and inclusion (EDI) are all things we hold dear, they are in our DNA. By this we mean that we subscribe to the view that we are all equal through our common humanity; we value and embrace the diversity of our clients, staff and volunteers and we work to eliminate discrimination.

Our advice is for everyone but we design our services so they are proportionate to need, even where the numbers of people affected are small. We are also here to empower our clients and we always treat clients, staff and volunteers with respect and dignity. 

Our Commitment To You

Confidentiality

We will provide you with a confidential advice service. This means that we will keep your information safe and we will not tell other people (even your family or friends) or other agencies about your visit or other issues. If you need us to pass on information in order to help you resolve your issue, we will get your specific consent. (There are some occasions where we may need to share data without your consent – you can read about this in our privacy policy)

Respect

We will treat you fairly and respectfully. This means we will not judge you or tell you what to do, nor will we treat one person more favourably than another.

Quality

Our trained advisers will give you their full attention. We will always have a team of supervisors available to oversee our work to ensure that the service you receive is accurate and high quality.

Time

We give everyone as much time as they need and don’t rush our work. This means you may have to wait before speaking to one of our advisers. However, once it’s your turn we will give you all the time you need.

Feedback

We encourage feedback on our service. Information about how to make a comment or complaint is available from any of our team.

Your right to complain

We will deal with your complaint confidentially and quickly. You can make a complaint in the way that suits you (in person, in writing, by phone or by email).
If your complaint is about money or debt advice, and you are not satisfied with our handling of your complaint, you may then refer to the Financial Ombudsman Service. We are authorised and regulated by the Financial Conduct Authority and our unique registration is FRN: 617731       

What we ask of you

Please behave in a way which is sensitive and respectful of the needs of other clients and our team.

What You Can Expect As A Client of Citizens Advice

Access To Our Services

You do not need to be referred to us, you can contact us directly. Full details of our services are published on our website.

Gathering Information

During your meetings, phonecalls or emails with us we’ll take notes about you and your enquiry. We will ask for your permission (consent) to store this information in our database, but you may remain anonymous if you wish.

Paperwork

We may need to see your original documents, for example a tenancy agreement, and take copies. We will give you back all your original paperwork.

Conflict of Interest

Very occasionally we are asked to help people who are in dispute with each other. We will notify you if we identify a potential conflict of interest. If this situation arises we will signpost one of the parties to another service so that both parties can be advised by separate advice agencies.

Delivering your advice

At first, we will be focused on making sure that we understand how we can help you. Once we have completed this assessment, we will conduct research and provide you with advice about your options and next steps. Occasionally the help you need will not be immediately available. If this is the case, we will explain this and arrange an email or telephone call back.

Client Satisfaction

We want to make sure you receive a high quality service from us and we will invite you to give us feedback. This is gathered on our behalf by a trusted third party agency employed through National Citizens Advice. Our adviser will ask for your consent on this matter.

Cancelling an appointment

If you need to cancel an appointment that has been arranged with you, please use the number you were given to tell us that you will not be available.