What We Do
We provide advice across three channels; Telephone, Webchat, Webforms.
Our main contact route is via our telephone service, in which we provide one-to-one support for you to help get any consumer-based issues resolved. An adviser will answer your call as soon as possible, usually within a few minutes. Once you’re speaking to an adviser your call should take an average of 12 minutes.
We can provide you with your legal and practical steps needed to begin resolving any disputes. We also can provide letter templates to help you with making the legal argument relevant to your case.
We will provide a reference number and you can contact us back for further support one step at a time and provide a reference number to ensure any future support can be given until a resolution is reached. Our general consumer advice is focused on pre-court processes, but we can also advise on how to escalate it to court and some steps after.
We also can make referrals to Trading Standards in line with their protocols to report safety concerns or issues with trading practices.
Our energy team can assist with energy focused queries around your gas and electricity supply. We work directly with energy suppliers in order to provide advice and then transfer the call directly to your supplier to ideally get any issues resolved. We also work with the Extra Help Unit who provide assistance relating to affordability and ensuring people can remain on supply, if you require a little bit of further support.
Our energy team also has the ability to issue further support to individuals in fuel poverty, although there is an eligibility criteria for this.
Getting help
How we will support you
Calls and Webchat:
- You can contact us live via either of these channels, we will then work with you to support you around any issues you have. We can provide legal and practical advice around your issue.
- For our general consumer-based issues will then pass the information to Trading Standards following your contact.
- For our energy-based issues we will then be able to get you through to the best department in order to begin to resolve the issue, this may be our Extra Help Unit, or your supplier.
- You will be provided with a reference number for your case, so we are able to continue to support you if this is required.
Webforms:
- You can contact us via email for both general consumer and energy issues.
- We will respond within 5 working days to your email and provide you with legal and practical advice around your issue and your next steps.
- You will be provided with a reference number for your case, so we are able to continue to support you if this is required.
We’re here, whenever you’re ready.
How can we help you?
We offer free, confidential, impartial advice and practical help to support you.
Contact us
Contact us on: 0808 223 1133
Press option 1 for support with energy or option 2 for any general consumer issues.
Lines are open Monday to Friday, 9am to 5pm. Lines are closed on bank holidays.
Calls from mobiles and landlines are free.
You can use our online web chat service Monday to Friday, 9am to 5pm.
Our webform service is open over the weekend, from 5pm on Fridays to 9am on Mondays.
Our web chat and webform services can be accessed using the button below:
Core Services
We are currently offering a multitude of different services to support the people of Staffordshire North and Stoke-on-Trent. This ranges from support around benefit issues, through to legal support, as well as much more.
Debt
Our debt team provides advice to clients from across the whole of England. This is primarily done through a telephone service, but we also offer web chat and emails. Our team take inbound calls each day; giving some discreet one-off advice, as well as continuing with any ongoing casework needed for more complex cases.
Money Advice
We are a friendly, experienced team of debt advisors. All our advisors have been trained in line with the Money and Pensions Service’s requirements, so you can be sure that the advice you receive will be of high quality, impartial and tailored to your circumstances.
Outreach
We offer multiple outreach services to support you around Staffordshire North and Stoke-on-Trent, to ensure wherever you are you can receive support.
"Since using your service, I have felt so much better in myself … I didn’t know where else to go, now my issue is totally resolved. It’s like a weight has been lifted from my shoulders.”
Service User
The guy I spoke to was called Chris he was very thorough and listened to my problems with empathy, he gave me some information immediately but said he would check out some further advice and call me back, he rang me back within the hour and took the time to convey the information and explained things very well.
Thank you.
Telephone User
"I am very happy with the outcome I have managed to get from the trader and wanted to thank all involved."
Consumer User
"It's really wonderful you have someone to turn to, as I wouldn't pursue things without Citizens Advice help. Everything is difficult to do these days (forms/paperwork, especially). It is great to be seen by a friendly face and receive the help and information I need."
Service User
"I found the whole process of seeking advice to be simple and stress-free. The staff were pleasant and informative."