Citizens Advice Direct

What we do

People we have helped

We offer generalist advice on a huge range of issues, some of which you will see in the examples below. As our service is confidential, all the case studies are anonymous.

Case Study 1

A client telephoned to ask specifically for a telephone number for a debt management company, she has been given Citizens Advice Direct’s number by 118 directory inquiries.

Citizens Advice Direct briefly described the role of debt management companies and the disadvantages of using one. Citizens Advice Direct suggested she consider seeing her CABx for debt advice. Citizens Advice Direct identified her local bureau and gave her the telephone appointment number for this. Citizens Advice Direct also gave the client a number for the Consumer Counselling Service and the website address.

Case Study 2

The client called for advice about going on early retirement on health grounds at age 62. He has been with his employer, a small business, for more than 10 years. He had arthritis and found the requirements of his job, which required a lot of standing, difficult.

The client already received an occupational pension and was aware that he could not receive the state pension until he reaches 65. He said his doctor would sign him off but his employer is unwilling to do so. There could be a case for the employer making a “reasonable adjustment” under the Disability Discrimination Act 1995.
The client wanted to know if he left his job what benefits he may be entitled to without having to wait for 13 weeks before claiming JSA.

Citizens Advice Direct suggested the client explore DLA and Housing benefits. Citizens Advice Direct also advised the client to contact his local CABx for a benefit check.

Case Study 3

The client is going on maternity leave around Christmas and is taking 6 months off. She called to ask if she would have to repay SMP back to her employer if she did not return to work.

Citizens Advice Direct advised the client that she would not have to repay SMP. However, if she has been paid any contractual maternity pay then she would have to check her contract of employment to see if she was required to pay back this contractual maternity pay. Citizens Advice Direct reminded the client if she did not go back to work she would still be entitled to be paid for any untaken accrued statutory holidays.

Case Study 4

The client’s son had decided to purchase a couch and paid a deposit of £100. The son then decided he did not want the couch and wanted his deposit returned. The trader has told him that he is not going to get his money back. The client’s son was not told at time of purchase that he would not get his deposit back if he changed his mind. He has only a slip of paper with the amount of deposit on it but no terms or conditions of sale. The client wanted to know her son's rights.