Skip to navigation Skip to content Skip to footer

We use cookies to improve your experience of our website. You can find out more or opt-out from some cookies.

Menu

Business processes

Information about business processes which are relevant to service partners

Giving feedback

There are instances when service partners may wish to feedback to the consumer service regarding cases which have been received via a referral or notification. Any feedback shared is recorded as a key indicator of performance and provides vital intelligence to measure and improve on the quality and consistency of the service

The below forms are excel versions. These should only be used if the combined feedback form cannot be accessed due to local IT policies: 

Trader tracking and trader certification

The consumer service provides the facilities of trader tracking and trader certification.  These enable the Citizens Advice consumer service, TSS and other enforcement agencies to share complaints involving the trader and certification achieved by the trader. It is also a route to request for advisers to take special actions of some sort. 

If there is a requirement to add significant volumes of tracks or certificates partners may prefer to use the below forms to manually add tracks or certificates to our trader database as opposed to the new functionality. This is because with the new functionality users need to search for and add each track or certificate to the individual trader record -  this is purely down to the users preference, both options are available

From March 26 2021 new functionality became available. Users with a newly created permission can:

  • Search for traders present on our Flare case management system using the Partner Portal RAST system
  • Add tracks / certificates to existing trader records in real time
  • View tracks / certificates associated to other TS
  • Delete or close tracks / certificates associated to their TS in real time

Requests to add the trader permission need to come from the TS Business Administrator (BA) and can be requested by emailing: operations@citizensadvice.org.uk

Training videos and users guides are available to show users how the functionality works:

Partner Portal and RAST

Service partners can access statistical information stored in the central database. The information can be searched on and accessed via the Partner Portal.

The Partner Portal also provides access to RAST (Referral Agency Search Tool). RAST is an information store holding policies and protocols for referral partners. These documents set out a framework that the Citizens Advice consumer service follows when sending information to the service partners.