FAQs

A comprehensive quality monitoring programme is undertaken by the Citizens Advice consumer service operations team. This forms part of the contract management regime with our suppliers. This aims to increase the consistency and quality of advice across the Citizens Advice consumer service by identifying and addressing areas for improvement. Contacts across all channels are frequently reviewed and the findings are then reviewed with the contact centre suppliers on a regular basis.

In England and Wales, we have 7 delivery partners across 8 sites who are part of the local Citizens Advice Network.

The service sits within the Citizens Advice service and branding is formally known as the Citizens Advice consumer service.

Whenever you describe the consumer service please use the following words:

“The Citizens Advice consumer service provides confidential and impartial advice on consumer issues. Visit www.citizensadvice.org.uk or call the Citizens Advice consumer helpline on 03454 04 05 06.”

Welsh translation: “Am gyngor annibynnol, cyfrinachol ac di-duedd ewch iwww.citizensadvice.org.uk neu ffoniwch linell gymorth defnyddwyr Cyngor ar Bopeth ar 03454 04 05 05.”

If you are just referring to the service and phone number please use:

“the Citizens Advice consumer helpline on 03454 04 05 06.”

Welsh translation: “Linell gymorth defnyddwyr Cyngor ar Bopeth ar 03454 04 05 05”

The Citizens Advice consumer service can be contacted using the following numbers:

English language service: 03454 04 05 06.

Welsh language service: 03454 04 05 05.

Textphone: Dial 18001 followed by Citizens Advice consumer helpline number 03454 04 05 06. If you would like to speak to a Welsh-speaking adviser, dial 18001 followed by 03454 04 05 05.

Clients can also email the service using webforms.

BEIS provided us with funding to introduce new 0345 telephone numbers for the consumer service and these were implemented in July 2015. The numbers reduce call costs to clients and ensure charging information is as clear as possible. This also aligns with the changes announced by Ofcom to the rules about the communication of call charge information: www.ukcalling.info/whats-happening. These changes also took effect on 1 July 2015 and sought to simplify charging structures. They have an impact on the information we provide in respect of call charges and in particular access charges for 0845 numbers. 

Since 1 July 2015 clients who call the legacy consumer service 0845 telephone numbers hear a recorded message. This informs them that the number has been discontinued and invites them to redial using the cheaper 0345 alternative.

Citizens Advice are  closely monitoring the number of calls made to the 0845 number and will take immediate steps to review and improve the client journey if this change causes confusion or an overall reduction in contacts to the service.

The Citizens Advice consumer service has agreed protocols with each referral partner. These can be changed quickly by logging on to the RAST system and submitting changes for approval. All trading standards should have users for this system but if you require any further support or guidance please contact contacting the operations team at operations@citizensadvice.org.uk or by calling 0844 844 8801.

The role of the helpdesk, which is embedded within the existing consumer server is to provide consumers with information on ADR, and advise them of their rights and how they may proceed to resolve a dispute with a trader where initial steps have not been successful. This may also include where necessary a summary of the benefits of ADR.

We will also seek to ensure clients are able to access the correct ADR scheme when their case reaches a point where this might become necessary. This is will be done in a manner that meets the needs of each individual ADR scheme, while also seeking to minimise any disruption or inconvenience for the client.

Where no ADR scheme operates in the sector in question, or the client's dispute falls outside of the remit any existing scheme, initial court advice is will be offered. The end result, when coupled with the existing consumer service, is will be an end to end, seamless journey for clients.

We have agreed with BEIS to evaluate the success of the ADR helpdesk following it's implementation to ensure it fulfills the functions it is envisaged to undertake.

In addition, we will continue to measure client and partner satisfaction through existing processes, and monitor any changes in these results following the launch of the helpdesk.