If you’re not sure whether Citizens Advice can help, how to get help, or what to expect when you contact us, you’ll find answers to some our most frequently asked questions below.
If you can’t find the information you’re looking for, either below on our website, please get in touch and we’ll do our best to help.
Before you contact us
What can Citizens Advice BANES help me with?
We provide free, impartial advice on a wide range of issues, including benefits, debt and money, housing, employment, consumer problems, relationships, discrimination, healthcare, tax and legal issues. We also offer specialist services in areas such as benefits, debt and our law clinic.
Take a look at our Advice page for more information. If you’re not sure whether we can help, please get in touch and we’ll advise you on the best next step.
What can’t Citizens Advice BANES help with?
If we’re unable to help with your issue, we’ll do our best to signpost you to another organisation that is better placed to provide support. Our drop-in and Adviceline supervisors will assess your situation and identify the most appropriate route for you.
Who can use your service?
Our general advice service is available to people living in Bath and North East Somerset. If you live outside this area, we can help you find your local Citizens Advice office.
Is your advice free and confidential?
Yes. All our advice is free, independent, impartial and confidential. We provide advice regardless of who you are or what your problem is, and we won’t judge you.
Getting Help
How can I get advice?
You can contact us by calling our free adviceline, visiting one of our drop-in locations in Bath, Keynsham or Midsomer Norton, or by using the contact information on our website.
Do I need an appointment?
Not always. Our drop-in sessions are on a first come, first served basis. After an initial assessment, we may provide information straight away, arrange a further appointment if needed, or signpost you to another organisation. See our website for more information about opening times and locations.
Some specialist services operate by appointment only, and waiting times vary.
What information should I have ready?
It helps if you have any relevant letters, documents or paperwork relating to your enquiry. Depending on your situation, we may ask about your income, housing costs, benefits, household members or other information that will help us understand your circumstances. Don’t worry if you’re not sure what you need; we can guide you through this when you contact us.
How long will I have to wait?
Waiting times vary depending on demand and the type of help you need. Drop-in sessions are offered on a first come, first served basis, while some specialist services have waiting lists due to high demand. Our average wait time for the adviceline is nine minutes, and if you need an appointment, we’ll explain the next steps.
Do you offer evening or Saturday appointments?
We currently operate Monday to Friday and do not offer weekend appointments. In the first instance, please take a look at our website as the help you need might be available there.
Do you do home visits?
Our core service does not offer home visits. For clients who are being supported by our Macmillan Services team, please see our website for information about ways we offers support, including home visits.
Can someone from Citizens Advice BANES attend my PIP assessment with me?
We are not able to accompany clients to PIP assessments.
During your appointment
Can a friend of family member come with me to my appointment?
Yes, you are welcome to bring someone with you to your appointment. Please let us know you’ll be doing so when we offer you an appointment.
Can you help me complete forms?
Yes, where appropriate. For example, we can help with benefits claim forms, self-assessment and review forms, and with challenging benefits decisions. Some specialist form-filling appointments are available, although demand is high and waiting times can be several weeks.
Will you contact other organisations on my behalf?
We are able to, if you would prefer us to. We will ask you to complete a form of authority, which gives us permission to contact other parties on your behalf.
What if I need an interpreter or other support?
If you need additional support to access our services, please let us know before your appointment where possible. For example, British Sign Language (BSL) interpreters can be arranged in advance if needed.
Why do you ask so many questions during my appointment?
Our advisors are trained to question clients in a holistic way. This means that we try to understand your situation broadly so we can identify any related issues that might be affecting you and make sure you receive the most appropriate advice and support.
Why do you ask if I can be contacted for feedback?
We ask all our clients for feedback as this helps us evaluate the service we provide and know where we could do better. You don’t have to give us feedback if you don’t want to, and this won’t affect the service you receive.
Other questions
Can I use Citizens Advice more than once?
Absolutely. We’ll let you know if we have given you all the support and advice we’re able to on a specific issue, but you’re welcome to access support in other areas.
I don’t know where to start. Can you still help?
Yes. You don’t need to know exactly what type of advice you need before contacting us. We will discuss your situation with you and help identify the most appropriate way forward. If another organisation is better placed to help, we’ll let you know.
Is Citizens Advice BANES part of the council or government?
No. We’re an independent, local charity and a member of the national Citizens Advice network. The advice we provide is free, independent, impartial and confidential. We don’t make decisions about benefits, housing or other public services.
How can I volunteer or support Citizens Advice BANES?
There are lots of ways you can support us, including volunteering in a range of roles or making a donation. Volunteers are at the heart of our service and receive training and ongoing support.
Can’t find the answer you’re looking for? Please get in touch and we’ll be happy to help.
