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Customer Charter

We want to ensure that you have a really positive experience of using our advice services

Our Commitment To You


Citizens Advice South Somerset will provide you with a confidential advice service.   This means we will not tell other people (even your family or friends) or other agencies about your visit or your issues


We will treat you fairly and respectfully. This means that we will not judge you or tell you what to do, nor will we treat one person more favourably than another


Our trained advisers will give you their full attention. We will always have a team of specialist supervisors available to oversee our work with you and to ensure that the advice you are given is of high quality


We give everyone as much time as they need and we don’t rush our work.   This means that you may have to wait before speaking to one of our advisers.   However once it is your turn we will give you all the time you need

Feedback and Complaints

We encourage feed-back on our service.   Information about how to make a comment or a complaint is available at reception or from any of our team

What We Ask Of You

Please behave in a way which is sensitive and respectful of the needs of other clients and our team. If your behavior is disruptive we will discuss this with you and we may ask you to leave

What You Can Expect As A Client of Citizens Advice

Access To Our Services

You don’t need to make an appointment at one of our walk-in services.   Nor do you need to book to use the telephone advice or email advice services as these are available on demand Monday – Friday.   Full details of our services are available from anyone of our team and they are published on our website

Gathering Information

During your interview we’ll take notes about you and your enquiry.   We will ask your permission to store this information in our database, but you may remain anonymous if you wish

Delivering Your Advice

At first we will be focused on making certain that we understand how we can help you.  Once we have completed this assessment we will explain your options and next steps.   It may be that you will need help from another adviser. Sometimes we will ask you to sit back in the waiting room until someone is available.   Occasionally we may have to ask you to come back

Conflict of Interests

Very occasionally we are asked to help people who are in dispute with each other.   We will not help both parties because this creates a conflict of interest. If this situation arises we will signpost one of the parties to another source of help


We may need to see original copies of your documents, for example a tenancy agreement.   We will give you back all your original paperwork


We are always trying to reduce our waiting times.   When we are busy you may wait for more than an hour. We will do our best to give you an idea of how long you may be waiting and keep you informed at all times

Customer Satisfaction

We want to make sure that you receive a high quality service from us.   Sometimes we will ask you to give us feedback

Changing An Arrangement You Have With Us

If you need to change an arrangement we have made with you please call our administration number: 01935 847 688.

Please note the administration number is a message receiving facility and is not for requesting an appointment.   You don’t need an appointment to use our service you can drop in, telephone or email advice service (opening hours published on the website).

If you do leave a message on the administration number requesting an appointment with us we will not call you back as currently we don’t have the staff capacity to offer this service.