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Introduction to the Citizens Advice service

We help people find a way forward

Citizens Advice provides free, confidential and independent advice to help people overcome their problems.

We are a voice for our clients and consumers on the issues that matter to them.

We value diversity, champion equality and challenge discrimination.

We're here for everyone.

We provide advice to millions of people

We helped 2.7 million people face to face, over the phone, by email and webchat in 2016-17.

There were also 43 million visits to our online advice pages. You can see the issues people are looking at on our website right now.

We help with everything from money issues to problems at work, housing to consumer rights.

Sometimes a person has more than one problem, and often they are linked. We tackle issues in the round making sure people get all of the support they need.

We’re a voice for our clients and consumers

We have real time data from our millions of clients. This evidence helps us identify emerging issues, understand what is causing them and make recommendations on how to fix the problems.

We’re also the statutory consumer watchdog for the energy and post industries, meaning we advocate on behalf of consumers in these markets.  

We’re a part of the local community

We’re in 2,700 community locations (including GP surgeries, libraries and courts) in England and Wales.

We also give advice on consumer rights on our consumer helpline, support witnesses in courts through the Witness Service and give pension guidance to people aged over 50.

We’re a network of independent charities

We’re a network of around 300 independent local charities across England and Wales. Our services are provided by 23,000 trained volunteers and 7000 paid staff.

Each local Citizens Advice charity is a member of the national Citizens Advice charity. All together we form the Citizens Advice service.

We make a difference

2 in every 3 people who sought our help last year had their problem solved. Helping people solve their problems can stop issues getting worse and which can save money further down the line. In 2015-16 we saved government and public services at least £360 million.  

You can read more about more about the impact of the Citizens Advice service in our 2015-16 impact report [ 0.84 mb].

Norman, Temi and Alison talk about how we helped them in this short film.