When you contact our Help, Advice and Services team, we promise to deliver a high level of service and customer care.
Customer Service Promise
What we'll do
We promise to:
- listen to you
- treat you like a human being and not a case
- be helpful, polite, non-judgemental and treat you with respect
- keep your personal data secure
- handle your enquiry sensitively, accurately and confidentially
Do our best to get it right by:
- working with you to understand your needs
- doing what we say we will do
- keeping you informed about progress
- saying sorry if we make a mistake and put it right if we can
- explaining our decisions clearly
Make it easy by:
- communicating with you clearly, in plain English and by your preferred channel
- being accessible to everyone
Involve you by:
- using your feedback to learn and improve our processes, services and the way we deliver them
Help us to help you
We ask you to:
- treat us politely, fairly and with respect. We reserve the right to terminate any calls that are in breach of our standards.
- give us the correct information we need to provide financial assistance or services
- tell us when something changes
- be patient with us when our service is busy
As a charity
- we work according to the charity’s policy guidelines at all times and all support provided by us is governed by this
- we report any potential fraud to protect the charity’s funds
What to expect from our services
Money advice
What to expect when you contact about Money Advice Service.
Related pages
Health and wellbeing
Whatever you’re coping with, we can listen and find ways to help.
Money
If you need some financial assistance because of an unexpected circumstance, we may be able to help.
Caring for others
We get how hard it is to care for someone. You need care and support too. We’re here to help.
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