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.
When we say we are here for everyone, whoever they are and whatever their problem, we mean it – and we recognise that everyone is not the same. 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 won’t tell other people about your visit or other issues. If you need us to share information in order to help you resolve your issue, we will ask for your permission. If you want more detail about your rights you can read the privacy policy on our website.
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: 617741.
What we ask of you
Please behave in a way which is sensitive and respectful of the needs or other clients and our team.
Please be honest about your circumstances and let us know when they change. This enables us to give you accurate advice.
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. You do not need to book to use the telephone or email advice services as these are available on demand Monday to Friday. Full details of our services are available from any of our team and they are published on our website.
Waiting
We are always trying to reduce our waiting times. Our pre-recorded message will explain how to request a call back or use the email option. This will mean you don’t have to wait on the phone for very long unless you feel you need to.
Conflict of interest
Very occasionally we are asked to help people who are in dispute with each other. 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.
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.
Cancelling an appointment
If you need to cancel an appointment please call 01823 282235 to tell us that you will not be available.
Repeated cancellations may mean we need to withdraw this option.
Gathering information
During your advice interview we’ll take notes about you and your enquiry. You can stay anonymous if you wish.
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’ll 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 and arrange to follow up with you.
Client satisfaction
We want to make sure you receive a good service from us. We will invite you to give us feedback. This is gathered on our behalf by a trusted third party employed through national Citizens Advice. Our adviser will ask for your permission.
If we can't help
We can’t guarantee to take on all cases. We may also have to stop advising you if we believe we cannot make progress on your case for you or there is no further good outcome that can be gained. If that happens we will explain and signpost you to alternative help.
