Frequently Asked Questions


How can I get help?

You can call our Local Enquiry Line or the national Advice Line:

When you ring our Local Enquiry line your call goes through to our Loughborough office. Once you have explained your problem your name and phone number will be added into the queue for one of our Advisers to ring you back. Our calls are made from a withheld number so you must ensure your phone is set to receive calls from withheld numbers. If your query cannot be resolved over the phone, you may be offered a face to face appointment.

When our Local Enquiry line is unavailable you can call the national Advice Line. They will try and help you but if this is not possible they will pass your details on to our Loughborough office.

The national Advice Line operates Mon-Fri 9-5 whereas our Local Enquiry line is only open 3 days a week.

What will happen when I call the adviceline? – will be added to a call list and an adviser will call from a withheld number (please ensure your phone is set to receive calls from withheld numbers.) If your query cannot be resolved over the phone, you may be offered a face to face appointment.

You can see the opening times for both places here.

In Syston, we see people every two weeks on a Wednesday morning. You can read more about that here

The Call Centre might be able to help you over the phone, or they will pass on your details to our Loughborough office so we can contact you.

How long will I have to wait?

Our Advisers, most of whom are Volunteers, work hard to make sure you are contacted as soon as possible but it does depend on how busy we are.

Do I need to bring anything with me to my appointment?

Any paperwork to do with your problem like bills, contracts, court papers, letters, etc.

Anything you think will help the Adviser understand the problem you have.

What happens to my information?

Citizens Advice only asks for the information it needs.
We create a record of your visit, the issues you need help with, and the advice given to you.
We let you decide what you are comfortable telling us and it is treated as confidential.

Our Privacy Policy gives more information about how we deal with the information you give us.

What if I have difficulty reading and writing?

Our generalist advisers can help you to fill in forms, explain your bills to you, or write a letter. They can also help you to communicate over the telephone or make a call on your behalf.

What if I need to change or cancel my appointment or I am going to be late?

Ring reception on 01509 221220 (THIS IS NOT AN ADVICE LINE).

If you are going to be late, please ring reception as soon as possible.

What if I miss my appointment?

If you miss ONE appointment, we will make you a second appointment if it is still needed.

If you fail to attend a SECOND appointment, we will assume you no longer need our help - missing an appointment means we are unable to help someone else.

If you miss THREE OR MORE appointments, or continually refuse our advice, we may exclude you from our service.

Client Consent form

example of a Client consent form