Frequently Asked Questions


How can I get help?

We have drop-in sessions throughout the week in Loughborough and Shepshed. 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.

What will happen if I go to one of the walk-in session?

One of our reception staff will ask you to fill in a Data Protection form giving your details. At Citizens Advice we collect and use your personal information to help solve your problems, improve our services and tackle wider issues in society that affect people's lives. We only ask for the information we need.

Our reception staff will give you a number and ask you to wait until an Adviser is able to see you.

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

How long will I have to wait?

It depends on how busy we are but we try not to keep people waiting for too long.

You can talk to our reception staff if you are worried about time or cannot wait.

Do I need to bring anything with me?

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.

Who will I see when I drop-in?

One of our volunteer generalist advisers.

What will the adviser do?

The Adviser will listen to you and then ask you some questions so they understand what your problem is.

They will take notes so they can make a record of your visit on the Citizens Advice client database (there is more information about this on our Privacy Policy).
The Adviser will let you know what your rights and responsibilities are regarding the issue you have come in about and help you find a way forward.

Sometimes if your problem is to do with debt, the appointment will be with our Money Advice team. You can read more in our Money Advice section.

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 can't get into an office?

You can ring the telephone advice line open from 9am to 5pm, Monday to Friday on 03444 111 444.

Or you could look at the advice on the Citizens Advice website.

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