Email Advice

Client Agreement

Welcome to Cambridge & District Citizens Advice. We will provide you with:

  • Free advice. There is no charge for the advice we give you or the work we do on your behalf.
  • Confidential advice. We need to record information about you to help with your enquiry. We have a legitimate interest to do this. When we record and use your personal information, we will:
    • only access it when we have a good reason
    • only share what is necessary and relevant with third parties to help solve your problem e.g. charitable applications
    • not sell it to commercial organisations
    • anonymise any data used in reports to our funders.
    You can request a copy of your recent records (we call this a 'subject access request'). You need to make your request in writing and we have one month to respond.
  • Follow-up work, as agreed between your adviser and you. If we do follow-up work, we cannot guarantee that you will always see the same adviser. This follow-up work may include negotiating by letter or phone on your behalf with other organisations. Unless we have specific instructions from you, we shall discuss any offer with you before accepting them. In a small number of cases, we may be able to offer representation for First Tier Benefit Tribunals. We will only do this if the case is appropriate, the bureau has the resources and you comply with what we expect from you.
  • Compliments and Complaints: we welcome your feedback on the service you have received. Please give us your feedback here.

We cannot guarantee to take on all our clients’ cases. We may also have to stop advising you if we consider there is little likelihood of further progress or further benefit, or if you fail to comply with what we expect of you.

We are a local charity so If you would like to make a donation towards the running of the service, that would be very much appreciated.

In return, we expect you:

  • To keep appointments you have made with us (or let us know in advance if you can’t attend).
  • To inform us of any changes in your circumstances (such as change of address, birth of a child, additional income etc.) which may be relevant to your case.
  • To bring in all the papers relevant to your case which your adviser asks for. This includes notification of court/tribunal dates etc.
  • To provide written evidence of your income, debts or other financial matters where appropriate. Your adviser will let you know what is needed.
  • Not to negotiate on your own behalf without discussing it first with your adviser.
  • Not to turn down an offer from the other party which your adviser considers reasonable in the circumstances in order to have a tribunal or court hearing.
  • To follow our advice – unless you and your adviser agree you should do something different.
  • To be honest with us e.g. 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 courtesy and respect.

If we are representing you and you fail to keep to these undertakings, we may decide that we are no longer able to represent you.

You should also remember that if a tribunal or court considers that you have pursued your case in an unreasonable way or without any real chance of success, or you have failed (without good reason) to meet its deadlines, it can make you pay the other side’s costs.

Client Agreement

Your Personal Information

We need to record information about you to help with your enquiry. We have a legitimate interest to do this. You can decide exactly what information you are happy to tell us. When we record and use your personal information we:

  • only access it when we have a good reason
  • only share what is necessary and relevant
  • don’t sell it to anyone

Your information will be used to provide you with advice. We also use information in a way that doesn’t directly identify you to understand how different problems are affecting society and to take action to tackle these problems.

We need your explicit consent to use some information, including your ethnicity, religion, health conditions, sexual orientation, trade union membership and political opinion.

If you agree, we’ll use this information, which is known as ‘special category personal data’ to:

  • give you advice
  • help us gather data to improve our service
  • support our research in a way that you can’t be identified

We’ll make sure all your information is kept safe in our secure case management system.

We won’t share your information with any third parties without your permission. We will ask for your permission to share your details with a third party if we agree to refer you to another organisation. We may also ask for your permission to pass your details to an external organisation who are monitoring the service that we provide. We will only share information with them that is necessary for them to do this.

If you’d like to find out more about how we use your information, please see our privacy policy or contact us.

Consent to use special category personal data

Enquiry information

In order to give advice about benefits or tax credits, we need information about the people living with you and your household income. If you are enquiring about debt problems, please tell us as much as you can about ALL your debts and loans.

Please attach any relevant documents here.

Information about You