When you telephone us , or attend one of our drop in sessions, we will give you a quick initial interview so that we can agree the best way to help you. We might then give you information, useful contacts, or if your enquiry is more complex , you may be offered further help in bureau or by phoning you back .

If nobody is available to answer your call , you will be offered a number of choices:listening to recorded information, speaking to a different organisation or waiting in a queue. You may choose to try again .

If you call from a mobile number you will be asked to provide a local landline number. This is to identify where you are calling from so that we can put you through to the next available person. It can be any landline number with a local dialling code:this will not affect your confidentiality as the number will not be used for any other purpose.

If you want to save call costs from a mobile phone, a cheaper alternative number is provided when you callus.

Advice sessions

Many bureaux now have a short introductory interview to help decide how you can be best advised. You may then be asked to make an appointment. If the bureau is open only for appointments or specialist advice this will be indicated in the notes.

Telephone advice times

Unless indicated otherwise an adviser should be available by phone though this may be for an introductory interview only to help decide how you can best be advised.