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Client charter

At Citizens Advice Westminster, we are committed to providing free, confidential, and impartial information and advice to help people find a way forward. We serve our community, including some of the most vulnerable individuals, by offering high-quality advice and support.

This Client Charter sets out what you can expect from us – and what we ask from you in return – to ensure the best possible service for everyone.

Client charter

Our commitment to you

We will:

  • listen to your concerns with empathy and respect.
  • provide clear and accurate advice based on your situation.
  • support you to make informed choices by explaining your rights and options.
  • keep your information confidential and handle your case with sensitivity.
  • be open and transparent about what we can and cannot do.
  • signpost or refer you to other services when appropriate.
  • strive to continuously improve our services based on feedback.
  • Prioritise help for those who are more vulnerable when necessary.

What we ask from you

To help us provide the best support possible, we ask that you:

  • engage with us openly and honestly about your situation.
  • respect our team members and fellow clients, treating them with kindness and consideration.
  • keep to agreed appointments or let us know if you can’t attend.
  • come prepared for appointments, bringing relevant documents and ensuring paperwork is organised. we understand that this may be difficult for some clients, so our client support volunteers are available to assist in getting paperwork in order ahead of your appointment.
  • understand that our resources are limited and we may not be able to provide immediate assistance.
  • follow our complaints and feedback process if you are dissatisfied, so we can address concerns constructively.
  • Bring someone who can translate for you if we do not have anyone available who speaks your language.

Our shared values

At Citizens Advice Westminster, we believe that both clients and team members should:

  • promote equality, diversity, and inclusion, ensuring our service is welcoming for all.
  • foster a culture of dignity and respect, even in challenging situations.
  • communicate constructively, valuing different perspectives.
  • support a safe environment free from bullying, harassment, discrimination, or abuse.
  • recognise the pressures we all face, and strive to be patient and understanding.

By working together, we can ensure that Citizens Advice Westminster remains a trusted and accessible service for those who need it most.  Thank you for your cooperation and for being a valued part of our community.

Read our behaviour policy

Our staff have the right to do their jobs without being treated badly – find out how we deal with unacceptable behaviour.