Client Agreement & Appointment Policy

Client Agreement

Citizens Advice East Herts will provide you with:

Confidential advice We will not tell anyone about your case and will not pass on anything from our records to anyone outside the Citizens Advice service without your permission, unless we are required to do so by law or it is the right and necessary thing to do.

Our records are subject to quality checks. We will respect your data protection rights for any information you provide to us. Please see our privacy policy if you would like to know more.

Follow-up work Any follow up work will be agreed between your adviser/caseworker and you. This may include negotiating on your behalf with other organisations by letter or phone. We will discuss any offer with you before accepting it, unless you have specifically told us what to do.

A complaints procedure If you are not satisfied with the service we have provided or if you have any comments or suggestions for improvement, you can write to us. Ask for our leaflet which explains how to complain, or access it on our website here.

If you have problems writing or communicating any feedback, please call our Message Line 01920 459944 and we will arrange for someone to call you back and take details of your feedback for further action.

In return, we expect you:

  • To keep appointments you have made with us or let us know in advance if you can’t make it.
  • To inform us of any changes in your circumstances which may be relevant to your case. Examples of relevant changes are change of address, birth of a child, additional income
  • To ensure that we receive all the papers relevant to your case which your adviser asks for. This includes notification of court or tribunal dates etc.
  • Not to take any action on your case on your own behalf without discussing it first with your adviser.
  • To provide written evidence of your income, debts or other financial matters where appropriate. Your adviser will let you know what is needed.
  • To follow our advice – unless you and your adviser agree you should do something different.
  • To be honest with us about the circumstances of your case, for instance by telling us about all your debts and income or what led up to your being asked to leave your employment.
  • To always treat our staff and volunteers with dignity and respect.
  • We cannot guarantee to take on all cases, even if someone is already a client. We may also have to stop advising you if we believe we cannot make progress on your case for you or there is no further good outcome that can be gained, or if you do not do what we expect of you.

We reserve the right to stop advising you if:

  • You turn down a reasonable offer from the other party because you wish to take the matter to a tribunal or court hearing. Your adviser will discuss with you whether an offer is reasonable in the circumstances.
  • You do not follow our expectations listed above.

Client Appointment Policy

We do our best to provide a high quality service to as many clients as we can. When clients miss appointments without giving us notice, it can have a serious impact on the service and therefore we have the following policy to deal with appointment problems.

If you are going to be late for your appointment

Please contact us as soon as you can by phoning our Message Line 01920 459944 and leaving a message. We will try to keep your appointment open, but depending on the circumstances we may have to give your slot to someone else and you will need to contact us for a new appointment.

If you cannot attend your appointment

Please contact us as soon as you can by phoning our Message Line 01920 459944 and leaving a message. We will try to reschedule your appointment as soon as we can.

If you miss appointments

We understand that life can be complicated and that unforeseen circumstances do arise. We will take in to account any specific circumstances that may prevent you from getting in touch. However, if we have been unable to reach you after multiple attempts, we will assume that you no longer need our help. You would need to contact us by leaving a message on our Message Line 01920 459944 and we would call you back to discuss the way forward. Alternatively, you might find it more convenient to seek advice from another organisation.

If you consistently fail to attend our appointments, or if you continually ignore the advice that we have given, then we may exclude you from our service. This will only be done in the most serious of circumstances and we will always notify you in writing if we intend to do this.

If Citizens Advice East Herts needs to reschedule your appointment

There are occasions when we may need to reschedule your appointment because a volunteer or member of staff is ill, or due to circumstances beyond our control. We will contact you as soon as we become aware of the problem, so it is

important that we have your correct phone number, or an alternative way of getting a message to you, such as email.