What Every Client Should Be Able to Expect from Citizens Advice

Here’s what you should be able to expect from our services

• We want our service to be available to all who need it, regardless of their class, race, sex, sexuality, culture, income or beliefs.
• No matter who you are or what your enquiry is, we are here to try and help.
• We will not charge – our service is free.
• We will not tell anyone without your permission.
• We will not be influenced by outside interests or views.
• We will not make judgements.
• We will not blame you for the situation you are in.
• We know that some people and groups face discrimination – we try to ensure that it doesn’t happen here.
• We will listen to what you have to say.
• We will try and help with the whole situation, not just part.
• We will explain all the possible choices you may have.
• We will give you information that is unbiased and as accurate and up to date as possible.
• We will help you decide but it is your choice.
• We will help you plan what to do next.
• To the best of our resources, we will help you to do it.
• We will not expect you to do anything you are not comfortable with.
• If we are not able to help with everything, we will do our best to put you in touch with someone else who can.
• If other people have the same problem we will try and persuade the policy makers to change.
• We will keep a confidential record of your enquiry and what you decide to do – this is your record so you can ask to see it at anytime.
• The service we offer depends on money, time and people being available – we will try and give you the best service we can.
• Tell us if you not happy with the service you get, we will try and put it right. Here is the link to our complaints page.