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Customer Service Promise

When you contact our Help, Advice and Services team, we  promise to deliver a high level of service and customer care.

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:

  • work with you to understand your needs
  • do what we say we will do
  • keep you informed about progress
  • say sorry if we make a mistake and put it right if we can
  • explain our decisions clearly

Make it easy by:

  • communicating with you clearly, in plain English and by your preferred channel
  • be accessible to everyone

Involve you by:

  • using your feedback to learn and improve our processes, services and the way we deliver them
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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
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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
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Details of how we use and protect any information you provide is set out in our privacy policy.

Our Money Advice Service is authorised and regulated by the Financial Conduct Authority FRN: 624489.

What to expect from our services

Money advice

What to expect when you contact about Money Advice Service.

Wellbeing

What to expect when you contact our wellbeing team.

Anna’s story
I cannot express to you what that money meant to me at that time. It meant I could put food on the table for my kids. It’s as simple as that. To have a charity like this, just for us civil servants… it’s incredible. To everyone who donates, know that you’ve helped me get my kids through the toughest time of their lives. And mine. Thank you.
Anna's story

Related pages

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Health and wellbeing

Whatever you’re coping with, we can listen and find ways to help.

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Money

If you need some financial assistance because of an unexpected circumstance, we may be able to help.

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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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