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Debt Advice

 What you can expect from Citizens Advice Plymouth Debt Advice   

A Citizens Advice debt adviser will help you understand your rights and responsibilities and those of your creditors.

Our debt advice service is free, confidential and impartial.  If you wish to cancel advice you can do so at no cost to you.

Referral Form  

This form is for use by prospective clients, third parties or external agencies to refer Plymouth clients into our service for debt information, advice and casework

Click here to load the form or click the image below

If you are unable to complete the referral form, you may contact us directly on 01752 982880. This can be a busy phone line so it is best to refer via the form, but if you call and can’t reach us, please leave a message with the details of your enquiry so that we can get back to you.

Confidentiality and Consent

The records we keep are for the use of Citizens Advice Plymouth only.  We will not tell anyone about your enquiry and we will not pass your sensitive personal information to any third party without your permission, other than in exceptional circumstances.  

Your adviser will:

  • Help you to explore your debt problem
  • Look for ways to increase your income and reduce your outgoings
  • Explain the debt options you have and how they will affect you
  • Keep you informed about any action we take and the progress of your enquiry

In return, we ask that you:

  • Attend all appointments we arrange for you  (or let us know if you can’t)
  • Let us know if there is a change in your circumstances that may be affect your case (such as a birth of a child, an increase or reduction in your income etc).
  • Provide all the information and the evidence your adviser asks for,  e.g. evidence of your income, spending and debts.  Failure to tell us everything may mean our advice is not correct.
  • Do not negotiate directly with creditors before discussing it with your adviser.
  • Do not borrow more money or enter into a new credit agreement.

Please note: –

Wherever possible we will give you the information and resources you need to resolve your own debt problem.  If the complexity of the problem, or your personal situation, mean this is not possible, we may be able to provide a casework service

Citizens Advice may help you access a debt solution, or refer you to a trusted partner who will administer a payment arrangement on your behalf.  Citizens Advice is not able to enter into an ongoing debt management contract with you

Creditors may continue to add interest and charges to your debt.

Your credit rating could be affected if you enter into a payment arrangement or insolvency solution

It is important that you continue to pay all your priority bills.  

Trusted Partners

In some circumstances we may refer you to a trusted partner for further help.  This may be within the Citizens Advice service or outside of it.  We regularly review all our trusted partners to ensure they meet the highest standards of customer service and quality advice.

Who to complain to

Please email Complaints@citizensadviceplymouth.org.uk or write to the Chair of the Trustee Board at the address below:   Citizens Advice Plymouth 3rd Floor Cobourg House Mayflower Street, Plymouth PL1 1QX  

To contact the Citizens Advice Feedback team: 03000 231 900 feedback@citizensadvice.org.uk

Financial Conduct Authority and Complaints

Our debt advice service is authorised and regulated by the Financial Conduct Authority (FCA).  If you are not happy with the service provided to you, please follow our complaints procedure.  If you are not happy with our final response you can take your complaint to the Financial Ombudsman Service.  Further information can be found at www.financial-ombudsman.org.uk

Extra help Do you need any extra help, for example, sign language, large print or interpreter service?  If so, please let your adviser know