Who we are

Wiltshire Citizens Advice PeopleSolving problems, changing lives [our mission]

Wiltshire Citizens Advice is an independent, local charity committed to helping people find a way forward and overcome the problems they face. 

We do this by providing free, confidential advice and by campaigning to make society fairer for everyone.

Helping the people of Wiltshire successfully deal with life's problems 

Wiltshire Citizens Advice is a registered charity and a member of the National Association of Citizens Advice Bureaux - the UK’s largest advice charity. Nationally there are around 28,500 people who work for the service, over 21,000 of them are volunteers. Wiltshire Citizens Advice is run with the support of nearly 120 volunteers and more than 50 paid staff.
 
Through the training, information systems and operational support provided by Citizens Advice we are equipped to deliver the highest quality advice to residents in our local community. In turn, client evidence submitted by us alerts Citizens Advice to widespread problems that require action at a national level. 
 
Read real stories from the frontline and see how we've made a difference to the lives of people.

  

What we do

Advice and Information

We believe no one should be held back by a lack of advice. That’s why we provide quality, free, independent, confidential and impartial advice for everyone when they need it, in the way they want it.
 
Our advice helps people resolve their legal, money, debt, benefit, employment, housing, consumer, discrimination and other issues.
 
Advice may be given face-to-face, by email or by phone. Trusted information can also be accessed 24/7 via our self-help website citizensadvice.org.uk.

Campaigning for change

We also use what we see and hear to prevent problems in the first place. The stories clients share give us a unique insight into the problems faced by people in the UK. With over two million clients seen nationally each year it's the kind of evidence that's hard to ignore; it's all too apparent when policies and services cause people problems.
 
 We see it as our responsibility to create a public debate around these issues and speak up. 
 
For more information about our current campaigns and recent successes, or to support our campaigns to change things for the better go to our campaigns section. 
 

Accountability 

Quality Assurance

aqs logo web

As a member of the National Association of Citizens Advice Bureaux, Wiltshire Citizens Advice is regularly audited to ensure compliance with Citizens Advice membership standards and quality of advice standards. At our most recent audit Wiltshire Citizens Advice was awarded the Advice Quality Standard.

 

Client agreement 

Our Client agreement (available to download, below) sets out the service every client can expect from Wiltshire Citizens Advice. 

Wiltshire Citizens Advice Client Agreement

 

Regulation

As a registered charity, Wiltshire Citizens Advice is also regulated by the Charity Commission. Our charity registration number is 1062219. 

For debt and credit services we are authorised and regulated by the Financial Conduct Authority. FRN: 617798.

We are registered with the Information Commissioner's Office under reference no: Z5599203 and will process your personal data in accordance with the General Data Protection Regulation and Data Protection Act 2018. You can find out more about how your personal data will be processed and stored in our Privacy Policy.

We have a complaints handling procedure. You can find more information on the Citizens Advice website, or you can contact us to request a copy of our complaints leaflet to be sent to you.

 

 

Contact us
Please use this form to contact us, or to get advice by email.

We aim to respond to your enquiry within 5 working days, however during busy times it may take a little longer. If you don’t get a reply in your inbox, please check your spam or junk folder.

To contact us for advice by phone, call: 0808 278 7995
(Monday to Friday 9am to 4pm. Closed on public holidays).

Or for more ways to get advice click here.

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Your personal information

When you provide us with personal information, for example, when using this form to contact us, we take steps to ensure that your information is treated securely.

We need to record information about you to help with your enquiry. We have a legitimate interest to do this.

We keep what you tell us safe and confidential and you always decide what you share with us. You can read more about how we handle and store your data in our privacy policy (this will open in a new window, so that any information you have already added to this form will be kept in this window)

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

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

For example, if you need advice about claiming certain benefits, you may want to tell us about health problems you have which may be relevant to your enquiry.

By ticking the boxes below you consent to Citizens Advice recording the special category personal data you choose to provide Citizens Advice.

We’ll make sure all your information is kept safe and secure.

Yes, I consent to you holding information on my (please tick all of those you agree to):
Can we contact you for feedback?

We want to make sure our service meets your needs. To help us understand how we’re doing and to improve our service, we may want to contact you at a later date to ask for your feedback. Sometimes we need a trusted research organisation to help us do that.

We’ll decide who we contact for feedback based on the services you used and the advice area. We may also use your special category data so that we hear from different groups.

If you agree to us getting in touch for feedback please let us know how you’d prefer to be contacted by ticking the boxes below.

I agree to Citizens Advice selecting me for feedback using my information and I give permission to be contacted for feedback by (please tick all that apply):