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Client agreement 

Citizens Advice Teignbridge 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 see our Privacy Policy.
  • Follow-up work. Any follow up work will be agreed between your adviser and you. This may include negotiating on your behalf with other people or organisations by email, letter or phone.  We will not agree on a way forward with any party without having first discussed this with you and gained your consent.  We may be able to offer representation, for example in a court or tribunal if this is appropriate and we have the resources.
  • A complaints procedure.  If you are not satisfied with the service we have provided and wish to make a complaint, 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, for example, we believe we cannot make progress on your case for you or there is no further good outcome that can be gained.

In return, we ask you to:

  • Keep appointments you have made with us or let us know in advance if you can’t make it
  • Inform us of any changes in your circumstances which may be relevant to your case – we will let you know what changes may be relevant
  • Provide us with all the papers and evidence relevant to your case which your adviser asks for – we will discuss with you what is needed
  • Not to take action on your case on your own behalf or from another advice provider without discussing it first with your adviser
  • Carry out any actions agreed between you and your adviser
  •  Treat our staff and volunteers with dignity and respect.

We may have to stop advising you if, without good reason, you are not able to comply with the above.