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Customer Charter

Our Customer Charter

Our commitment to you

We are here to help you find a way forward. Our services are accessible, independent, confidential and impartial. This Charter sets out what you can expect from us, what we ask of you in return, and how together we can deliver a service that is respectful, effective and fair.

Our values in action

Our value We will... You will...

We Care
  • Listen with compassion and without judgement
  • Act in your best interest
  • Act only with your consent and keep you informed of progress
  • Provide a welcoming, respectful service that values diversity and promotes equality
  • Treat our staff and volunteers with respect and patience
  • Keep appointments or give us at least 24 hours notice if you need to cancel

We Help
  • Provide free, confidential, and impartial advice tailored to your needs.
  • Our services are accessible, and our staff are responsive
  • We help you to help yourself and offer support that builds resilience
  • We work together internally and with our networks to find solutions
  • Be honest about your circumstances and provide accurate information so we can support you effectively
  • Inform us of any changes that may affect your case

We Excel
  • We strive for high standards, keep improving, and ensure quality in everything we do.
  • We measure our performance against our Advice Quality Standard and service specific targets
  • We treat all personal information confidentially in accordance with GDPR
  • Ensure your enquiry remains confidential unless safeguarding procedures apply
  • Work with us as partners in achieving the best outcomes
  • Follow agreed courses of action unless we agree alternatives together

We Challenge
  • Encourage and act upon your feedback to improve our services
  • Invest in continuous learning and development of our team
  • Acknowledge complaints within 5 working days and handle them confidentially
  • Speak up against injustice, challenge systems that don’t work, and stand up for our clients’ rights.
  • Let us know if something isn’t working and give constructive feedback to help us improve.
  • Be open to exploring different options and work with us to find the best way forward.
  • Help us understand the barriers you face so we can advocate effectively

Working with suppliers and funders

We will... You (Suppliers / Funders) will...
  • Ensure our partnerships are ethical, responsible and transparent.
  • Deliver services that contribute to our and our funders strategic aims
  • Use resources efficiently and effectively
  • Find efficient and effective ways to solve problems
  • Ensure transparent reporting on outcomes and impact
  • Perform highly and achieve our service targets
  • Demonstrate value and positive community impact
  • Understand our charitable purpose, communicate openly, and work collaboratively to support client outcomes.
  • Support clear, accessible application processes with reasonable timelines and timely decisions
  • Support sustainable funding models that consider multi-year funding agreements that support strategic planning and operational stability
  • Support core costs including staff and infrastructure

Access to our services

You don’t need a referral – please contact us directly. We offer a variety of advice channels to meet your needs including advice by telephone, face to face, webchat, email, virtual and home visits in certain circumstances. Full details of our services are published on our website.

If we can’t help

We can’t guarantee to take on all cases. We may also have to stop advising you if we believe we cannot make progress on your case or have exhausted any further outcomes for you. If that happens we will explain and signpost you to alternative help.

How we measure our performance

We are committed to continuous improvement and measure our performance through:

  • Client feedback: Regular feedback forms, complaints and compliments analysis
  • Service key performance indicators: Meeting key performance indicators for response times, case resolution, and client satisfaction
  • Quality audits: Regular reviews of case work and advice quality by supervisors
  • Outcome tracking: Monitoring the positive impacts and outcomes achieved for clients
  • External standards: Meeting national Citizens Advice quality standards and regulatory requirements
  • Community impact: Measuring our contribution to addressing local needs and priorities

Understanding our service and how we’re funded

We are a not-for-profit charity. Our service is free to access but not free to deliver.

We rely on funding from local authorities, charitable trusts, and generous supporters.

We aim to acknowledge complaints within 5 working days. For advice and appointment requests, our ability to meet demand is shaped by available resources. At times, this may impact waiting times or how quickly we can respond — we ask for your patience and understanding.

We’re proud to have the support from our funders: local authority, not-for-profit and corporate partners and public supporters, as we work toward our goals. Their investment enables us to be here for you when you need us most.

How you can support us

  • Volunteer: Join our team and help us reach more people in need
  • Donate: Financial contributions help us maintain and expand our services
  • Follow and share: Keep updated about our work and tell others about how we make a difference
  • Feedback: Your input helps us demonstrate our value to funders and improve our services

Together, we can ensure people across Leicestershire get the advice they need.

Contact information

Coming soon

Coming soon