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
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 of 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.
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.
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.
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.
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.
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.
During your phone or email interview 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.
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.
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.
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.