This page outlines what clients can expect from the service at Citizens Advice North East Derbyshire, and in turn our expectation for client behaviour and engagement when they access our services.
Citizens Advice North East Derbyshire is committed to the aims and principles of Citizens Advice. The service aims to provide the advice people need for the problems they face and improve the policies and practices that affect people’s lives.
Citizens Advice has five principles:
- Independence
- Impartiality
- Free
- Confidentiality
- Accountability
In addition to this, at Citizens Advice North East Derbyshire we work with four values at the heart of our service which informs how we treat each other and our clients.
- People Centred – We put people at the heart of what we do, supporting clients and each other so everyone can achieve the best outcomes.
- Adaptable – We stay flexible and responsive, adjusting how we work with clients, colleagues and communities to provide effective and relevant support.
- Respectful – We listen, value different perspectives, and communicate openly and kindly so everyone feels heard and respected.
- Trustworthy – We act with integrity and fairness, building trust with clients and colleagues by doing what is right.
As a charity with limited resources, we aim to use our services fairly and effectively so that we can help as many people as possible. This document explains how we can work together to achieve that.
What clients can expect from Citizens Advice North East Derbyshire
People Centred
- We will listen to your circumstances and seek to understand your individual needs
- We will work with you to identify the most appropriate options and support
- We will make reasonable adjustments where needed to help you access our service
Adaptable
- We will consider different ways of delivering our service where possible, including telephone, digital, outreach or home visit appointments where appropriate
- We will respond to changing circumstances and needs where we can
Respectful
- We will treat you with dignity, courtesy and without judgement
- We will communicate clearly and explain information in a way that is easy to understand
- We will respect your right to make your own decisions
Trustworthy
- We will provide free, confidential, independent and impartial advice
- We will be honest about what we can and cannot do
- We will explain your options clearly, including any risks or limitations
- We will act fairly and in accordance with our policies and professional standards
- We will always seek to do what is right for you, within the limits of our role and the law
What Citizens Advice expects from clients
To help us provide the best possible service, we ask that you support these values too.
People Centred
- Engage with the advice process and take agreed actions where possible
- Provide information that helps us understand your circumstances
Adaptable
- Let us know if your circumstances change
- Be open to different methods of support where appropriate
Respectful
- Treat staff, volunteers and other clients with courtesy and respect
- Communicate appropriately, even when discussing difficult situations
- Respect that our staff and volunteers are here to help and must also support other clients
- Respect that our advisers will provide advice based on the law, evidence and your circumstances. We may not always be able to tell you what you would like to hear, but we will always aim to provide accurate advice
Trustworthy
- Provide information that is accurate and complete to the best of your knowledge
- Tell us if your circumstances change or if information previously provided is no longer correct
- Use our services honestly and in good faith
Appointment expectations
Appointments may be arranged as part of your first contact with us (e.g. at a GP outreach) or if at an initial visit or phone call it is apparent that a further appointment would be helpful to support you in detail.
In most cases we manage the appointment system and will be able to tell you the time, date and location of the appointment. If you consent to receive text messages you will be sent reminders leading up to the appointment. In some cases appointments are managed by GP surgeries and the process will depend on the surgery you use.
If you have an appointment please come prepared with any information or paperwork which will support the adviser to explore the issues and provide accurate advice.
If you arrive more than 10 minutes late for an appointment we cannot guarantee that you will be seen by the adviser because of the effect on the following appointments. If you know you are going to be late please contact the adviser or our adviceline to notify us.
Similarly, if you are unable to attend the appointment, or no longer need it, please let us know as soon as possible so that we can offer it to someone else.
Repeated failure to attend appointments without notice may result in appointments being withdrawn or alternative methods of service delivery being offered.
In some cases it may be possible to carry out a home visit; an adviser will carry out a risk assessment when considering this. This is to protect both you and the adviser. If a home visit is carried out you will be sent written confirmation of the details and any expectations for the appointment. The adviser will bring a copy of this to your home along with their ID for you to confirm that you are letting the right person into your home.
Service limitations
Our advice is limited by what is legal and what we are authorised to give. We cannot provide advice on illegal actions.
We cannot guarantee a particular outcome and we are unable to make decisions on behalf of government departments, local councils, creditors, landlords or the courts.
We may not always be able to take on casework. This could be for a variety of reasons including unavailability of advisers, conflict of interests with another client or an area where we are not authorised to give casework level advice (for example level 2 and above immigration advice requires specialist authorisation).
Advice is based on information provided by you and we will act in good faith on your information. Advice is tailored to each individual so it may be the case that you receive a different outcome to someone else who receives advice about the same issue. This does not mean that you have received incorrect advice; the advice will be correct for your circumstances.
Unacceptable behaviour
We will not tolerate any of the following behaviours towards our staff or volunteers:
- Abuse, threats or intimidation
- Discriminatory language
- Harassment
- Violence or threats of violence
- Deliberate misuse of the service
Where there is evidence of any of the above we may withdraw or limit the service from you or change the method of delivery as appropriate in the circumstances.
Confidentiality and information sharing
Where you have provided us with information we will treat it in accordance with GDPR guidelines. Information held by us is normally confidential unless we need to disclose it to comply with any legal, regulatory or safeguarding obligations.
We will usually inform you when we need to share information with third parties (for example creditors) and obtain your consent to do so before we proceed.
Complaints and feedback
We are committed to providing a high-quality service and being accountable for our service. If you are unhappy with any aspect of the service you have received, please let us know. Information about our complaints procedure is available on request or via our website.
We also welcome feedback about what we do well. If you would like to share a positive experience of our service, we would be pleased to hear from you.
Working Together
At Citizens Advice North East Derbyshire, we are committed to providing a service that is:
- People Centred – We put people at the heart of what we do
- Adaptable – We work flexibly to meet people’s needs
- Respectful – We treat everyone with dignity and kindness
- Trustworthy – We act fairly and with integrity
What you can expect from us
- Free, confidential, independent and impartial advice
- To be treated with dignity, respect and without judgement
- Clear information about your options and next steps
- Reasonable adjustments where needed to help you access our service
- Honest advice based on your individual circumstances
- A service that seeks the best possible outcome for you
What we ask from you
- Treat our staff, volunteers and other clients with respect
- Provide accurate information and relevant documents where possible
- Tell us if your circumstances change
- Attend appointments or let us know if you cannot attend
- Work with us by taking agreed actions where possible
- Use our services honestly and in good faith
Appointments
Please arrive on time and bring any relevant paperwork with you. If you cannot attend an appointment, let us know as soon as possible so we can offer the appointment to someone else. Repeated missed appointments without notice may affect future appointments.
Behaviour
We will not tolerate abusive, threatening, discriminatory or violent behaviour towards staff, volunteers or other clients.
Confidentiality
Your information will be treated confidentially and handled in accordance with data protection law. We will usually seek your permission before sharing information with other organisations.
Feedback
We welcome both compliments and complaints. If you would like to tell us about your experience or make a complaint, please speak to a member of staff or visit the Complaints & Feedback page of our website.
