What to expect from us

How We Can Help

We provide guidance and support so you can make informed decisions about your money and other issues. Our advisers don’t tell you what to do, they give you the information you need to move forward.

First Contact

When you reach out, we’ll do a short assessment to understand your main concern. We may ask your permission to store information or contact you again.

If possible, we’ll resolve your issue on the first contact.
If not, we may arrange an appointment or refer you to a specialist.
If you have multiple issues, we’ll focus on the most urgent first.

Referrals and Signposting

Sometimes a specialist organisation can help more. We can:

Signpost: Give you contact details and explain why they can help.
Refer: With your permission, pass your details to a specialist. We’ll let you know about any potential costs.
You can also contact a local solicitor yourself and we can provide a list.

Advice Appointments

Full advice appointments (phone or in person) usually last up to 1 hour.
Follow-ups may be needed; this will be discussed during your appointment.
If appointments are full, you can join a waiting list. We’ll try to contact you within 5 working days.
Please let us know if you can’t attend so we can rearrange.
If you miss an appointment, we can offer one more chance. If missed again, the case will be closed.