Client Agreement

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Client Agreement

Citizens Advice Portsmouth will provide you with:

  • Confidential advice
    • We will not tell anyone about your case and will not pass on anything from our records to anyone outside the Citizens Advice service without your permission unless we are required to do so by law, or it is the right and necessary thing to do.
    • Our records are subject to quality checks. We will respect your data protection rights for any information you provide to us. Please ask to see our Privacy Policy if you would like to know more.
    • If we need to contact you, we will always make at least three attempts over different times and days. If we have more than one way to contact you, we will use this.
  • Information about other services: In cases in which another organisation is better placed to assist, we will let you know. Where we can, we will assist you via a direct referral.
  • Follow-up work: Any follow-up work will be agreed between your adviser and you. This may include negotiating on your behalf with other organisations by letter or phone. We will discuss any offer with you before accepting it unless you have specifically told us what to do. We may be able to offer representation at tribunals or small claims in the county court if the case is appropriate and we have the resources and you comply with what we expect from you (see over).
  • A complaints procedure: if you are not satisfied with the service we have provided. If you wish to complain, please ask for the leaflet which explains how to complain.

We cannot guarantee to take on all cases, even if someone is already a client. We may also have to stop advising you if we believe we cannot make progress on your case for you or there is no further good outcome that can be gained, or if you do not do what we expect of you (see over).

In return, we expect you:

  • To keep appointments you have made with us or let us know in advance if you can’t make it. If you do not attend an appointment, an adviser will follow up with you
  • To inform us of any changes in your circumstances which may be relevant to your case. Examples of relevant changes are change of address, the birth of a child, additional income
  • Bring in all the papers relevant to your case that your adviser asks for. This includes notification of court or tribunal dates etc.
  • Not to take action on your case on your own behalf without discussing it first with your adviser, if we are representing you.
  • To provide written evidence of your income, debts, or other financial matters where appropriate. Your adviser will let you know what is needed.
  • To follow our advice – unless you and your adviser agree you should do something different.
  • To be honest with us about the circumstances of your case, for instance by telling us about all your debts and income or what led up to your being asked to leave your employment.
  • To always treat our staff and volunteers with dignity and respect.

We reserve the right to stop advising you if:

  • you turn down a reasonable offer from the other party because you wish to take the matter to a tribunal or court hearing. Your adviser will discuss with you whether an offer is reasonable in the circumstances.
  • you do not follow our expectations listed here.
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