Why we use 0844/ 0845 numbers
We recognise that some 0844 and 0845 numbers can be more expensive to call than geographic numbers for some people. At present, charges vary depending on provider and whether the call is being made from a mobile or a landline.
Ofcom recently consulted on proposals to simplify non-geographic telephone numbers, which would make it easier for telephone users to identify how much a call will cost them. We welcomed this review and await an announcement on its outcome.
We strive to keep call costs as low as possible for clients whilst ensuring our telephone numbers are compatible with the systems that increase our capacity for answering calls.
We have chosen to use these non-geographic numbers, as opposed to a free phone number, as they allow us to generate income to cover the cost of running and managing our telephone services, as well as allowing us to deliver calls to multiple locations, depending upon the availability of our staff and volunteers. We do not make a profit from the costs of calling our telephone services.
The Citizens Advice service is committed to making its services as accessible as possible. This is why we offer a range of contact options including face-to-face advice, email advice and online information.
Citizens Advice will continue to keep the telecommunications market under review.