Our approach to services

We aim to always put people first offering a range of services designed to help you and your family. Our services are designed to support people in a way and at a time that makes the greatest difference in someone’s life and their future.

When you contact us, our supportive team will seek to listen to you, understand you, your strengths, the challenges you’re facing, and areas you would like to change or improve. We often start by looking at where you are now and where you would like to be and how we can help get you there. Together we will create a plan including all the advice, information, tools and support that will help achieve your goals and outcomes.

We work with you to support you to make informed decisions, especially to realise the benefits of products and services that will support your goals. We will strive to provide the individual information you need, at the right time, and in a way that can be easily understood.

We will ensure that our services:

  • are designed to meet your needs
  • our services are free of charge and offer value
  • delivered by people trained to meet your needs

For people accessing our services we always aim to

  • listen to people
  • provide advice in best interests and perception of their best interests
  • discuss all available options and the benefits and consequences
  • provide advice that is clear and free from jargon and is explained in an appropriate  way
  • provide confirmation of any advice in writing
  • allow time to make decisions
  • involve family members or friends if they wish us to do so

We will remunerate our staff in ways that encourage them to work with people accessing our services in a fair and impartial manner.

If things go wrong:

Our complaints procedure is available on our website or contact us for a copy.  Where people have received regulated debt advice complaints may also be made to the Financial Ombudsmen Service. More information can be found at https://www.financial-ombudsman.org.uk/

For information about our Terms and Conditions of Service please click here

For the Website Terms and Conditions please click here