What we do

The service

The service is impartial, independent, free and confidential. We do not favour one section of the community over another. We are able to help in many ways, depending on what is most appropriate for the particular client.

We can:

Listen
Explain rights
Interpret jargon
Fill in forms
Explain the law in terms people can understand
Explore options
Calculate entitlement
Negotiate with shopkeepers, landlords, ex-employers, creditors
Refer to specialist solicitors
Help clients come to terms with their situation when all else has failed

Advice on what?

What you can expect from us

We will:

Keep all our information up-to-date and our staff fully trained
Not make moral judgments
Try to help with the whole problem - not just part of it
Tell you about your options
Tell you clearly what we are able to do for you and whether there are any limitations in what we can do
If we do not know the answer - we will find someone who does
We hope you will be satisfied with the service you receive. If not we will endeavour to make improvements
Make a record of your enquiry and what you decide to do. You can see this record but we won't show it to anyone else. We keep it securely locked up

How do you know we are any good?

First of all we select our staff very carefully and reject anyone who does not share our vision of providing a service for everyone irrespective of their creed, ethnicity, sexual orientation, disability, age or income
Then we give them intensive training before they can start work, continuing this training throughout their career to take account of developments in law and practice
All their work is checked for quality on a daily basis and through periodic Independent File Reviews
Everyone is subject to annual appraisal
We actively seek client feedback
Finally, we undergo regular rigorous external audits in order to maintain our Membership of the National Association of Citizens Advice Bureaux and the Community Legal Service