Skip to content | Skip to footer

On this site

Citizens Advice

The Citizens Advice service helps people resolve their legal, money and other problems by providing free, independent and confidential advice, and by influencing policymakers.

Every Citizens Advice Bureau is a registered charity reliant on trained volunteers and funds to provide these vital services for local communities.

Citizens Advice service strategy 2008 - 2011 cover


Citizens Advice response to the FSA’s improved package of measures for mortgage holders

Head of Consumer Policy Sue Edwards said:

"We are very pleased with today’s FSA proposals which strengthen existing rules on how lenders handle mortgage arrears. In December 2009 we published a report* which found that whilst recent Government packages for supporting homeowners were making a difference, in a third of recorded cases lenders had failed to comply with new rules requiring them to take court action only as a last resort after offering borrowers other options for dealing with their arrears.

"In particular we welcome the clarification that lenders must not apply monthly arrears charges where they and the borrower have agreed repayment arrangements; that the FSA compel lenders to consider all options before repossessing and the confirmation that arrears payments made by borrowers must be allocated to clearing missed monthly payments first, before they pay off charges.

"The strengthening of these existing rules will help protect vulnerable homeowners from avoidable homelessness and we hope to see them implemented as soon as possible."


Notes to editors:

  1. The Citizens Advice service is a network of independent charities that helps people resolve their money, legal and other problems by providing information and advice and by influencing policymakers.
    For more information in England and Wales www.citizensadvice.org.uk
    For more information and 2008/9 service statistics see Introduction to the service
    For 2008/9 service highlights see the Citizens Advice service impact report
    For 2008/9 social policy campaigning highlights see the Citizens Advice social policy impact report
  2. The advice provided by the Citizens Advice service is free, independent, confidential, and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  3. Most Citizens Advice service staff are trained volunteers, working at over 3,300 locations across England and Wales.
  4. Citizens Advice Bureaux in England and Wales advised 2 million clients on 6 million problems from April 2008 to March 2009
  5. Advice and information www.adviceguide.org.uk
  6. Volunteer hotline 08451 264264 (local rate)
  7. Citizens Advice Guide to your rights, second edition: January 2008 - over 600 pages of practical, independent CAB advice. An invaluable resource for any bookshelf - available from all good bookshops; price £11.99; ISBN: 9780141034089
  8. Follow Citizens Advice on Twitter: (New window) twitter.com/CitizensAdvice
  9. Subscribe to Citizens Advice press releases via RSS news feed: www.citizensadvice.org.uk/pressoffice