Frequently asked questions

Will the clients always speak to the same adviser?

Generally clients are assigned to a particular adviser from their first appointment and this adviser will usually see them through the complete process. However they may also come in to contact with admin staff or other advisers with specialist expertise. Occasionally personal or workload issues will require us to reassign advisers, but everyone will have access to the complete case notes.

May clients involve a friend or spokesperson?

Yes. A friend or family member is most welcome to be present for telephone, Zoom or face-to-face appointments. Where a case worker or a social worker is involved, we encourage them to be present as well.

The client is not religious; can you still help them?

Although we are funded through the church and an associated charitable trust and are based in the centre that adjoins St Andrew’s church our volunteers are a mix of church goers and not church goers. We don’t discuss religion with clients unless they specifically ask us (around 46% of our clients identify as other than Christian). People of all faiths and none are equally welcome.

What happens if clients are not happy with the service provided?

If clients are not happy with the advice given to them or the way they have been treated we ask them to talk to their adviser initially or to our manager. If we cannot resolve their concerns informally we have a formal complaints procedure which is overseen by an independent person. For further information please see: Our Complaints Policy and Our Complaints Form. Anonymous feedback can also be given using the following form:

What happens if clients want to cancel a scheduled appointment or they change their mind about accessing the service?

We know many clients are often very anxious about having to discuss their financial affairs and fear being judged on their choices. We will always try to reassure new clients that our concern is to find a solution not to judge. We text or email clients the day before their appointment to remind them. If you have referred clients or are working with them, we do ask that you are sure that they are ready to come for advice before an appointment is made and then do your best to ensure they keep it; better still, be with them. However, we usually have a waiting list, so if they are unable to attend it helps if they telephone or text a message to let us know as soon as possible so we can give the appointment to someone else.