Citizens Advice Debt Help: What They Can Do

What is Citizens Advice?

Citizens Advice is an independent charity with local branches across England and Wales, and sister organisations elsewhere in the UK, such as Citizens Advice Scotland. Each local office is run independently, so the services available can vary from one area to another. Advice is free, confidential and independent. Staff and volunteers are trained and advisers handle complex cases, including debt, supported by national guidance.

How Citizens Advice can help with debt

The kind of support depends on the local office, but it commonly includes:

• Working out exactly what you owe and to whom
• Helping you prioritise debts, such as rent, council tax and energy
• Preparing a budget and checking you are claiming all benefits and discounts
• Writing to creditors and agreeing payment plans
• Explaining solutions such as a debt management plan, Debt Relief Order, IVA and bankruptcy
• Helping with applications for a Debt Relief Order or Breathing Space where the office is authorised to do so
• Supporting you with court paperwork, bailiff problems and negotiating with councils
• Advising on related problems, such as housing, benefits and consumer rights

How to contact them

Most people start by checking the Citizens Advice website, which has detailed debt guidance and a tool to find your local office. You can also contact them by phone or online. Some offices offer appointments in person, others work by phone or video, and some use a triage system to decide how to help. Opening times change, so check the website for current details. If you live in Scotland or Northern Ireland, use the equivalent local organisations.

What to bring or prepare

Gather the information you have, but do not wait if some is missing. It helps to bring or have ready:

1. A list of your debts, including the creditor, balance and payments
2. Letters from creditors, debt collectors, bailiffs or the court
3. Proof of income, such as payslips or benefit letters
4. Bank statements and a list of your essential spending
5. Details of your housing costs and any arrears

Citizens Advice compared with other services

Several free services overlap, and many people use more than one. Citizens Advice is strong for people who need help with several problems at once and for face-to-face support. StepChangeStepChange Explained: What It Does and How It WorksWhat the debt charity StepChange offers, how its free debt advice and debt management plans work, who it suits and what to expect when you contact them.Read more → is known for online tools and free debt management plansDebt Management Plan (DMP)A Debt Management Plan is an informal arrangement to repay unsecured debts at a monthly rate you can afford. Learn how DMPs work, who they suit and what to consider.Read more →. National DebtlineNational Debtline: How It Works, When to CallWhat National Debtline is, who runs it, what it can help with, how to get free advice by phone, webchat or online tools, and what to expect.Read more → offers a specialist telephone line and webchat. If you are self-employed, Business DebtlineBusiness Debt Help for Sole Traders and Small FirmsWhere small businesses and the self-employed can get free debt advice in the UK, and the main options, from payment plans to a company voluntary arrangement.Read more → may be the best fit. You can ask any of them to explain how they can help and where to go next. See free debt advice in the UK for the full picture.

Common problems Citizens Advice deals with

• Council tax arrears: Payment plans, discounts and what to do about a liability order. See council tax arrears.
• Bailiffs: What they can and cannot do. See how to deal with bailiffs.
• Priority debts: Rent, mortgage and energy arrears, where the consequences are serious. See priority and non-priority debts.
• Debt collectors: Your rights when they contact you. See debt collection in the UK.
• Court claims: CCJs and how to respond. See CCJs explained.

What Citizens Advice cannot do

Citizens Advice can advise and help you negotiate, but it cannot make creditorsHow to Deal with Creditors: Communication and NegotiationPractical advice on communicating with creditors, negotiating affordable repayments, and understanding your rights when dealing with the companies you owe.Read more → accept a plan, and it does not take over your debts. It also does not give regulated financial products. If you need a formal solution that must be run by an insolvency practitioner, such as an IVAIndividual Voluntary Arrangement (IVA)An IVA is a legally binding agreement to repay a portion of your debts over a fixed period. Understand how IVAs work, eligibility, costs and consequences.Read more →, the adviser will explain how it works and, if relevant, how to find a licensed practitioner.

A typical first visit

You arrive with a bundle of letters. The adviser asks what is most worrying you, then looks at your income and spending. Together you list your debts and decide which are priority. They may phone a creditor with you in the room, draft a letter or check what you could claim in benefits. By the end you have a short list of actions and, if needed, a follow-up appointment. Many people say the relief of having someone sort the paperwork is the first benefit.

Making the most of the service

Be open about your whole situation, including worries that seem unrelated, because housing, work and health can all affect debt. Ask for a written summary of what was agreed. Keep any appointments, and tell the office if you cannot attend. If you are not satisfied with the help you receive, you can ask to speak to a manager or use the complaints process.

Other kinds of help they may offer

Beyond debt advice itself, many local offices help with form filling, such as benefit claims and appeals, and with letters to landlords, employers and utility companies. Some run specialist projects for older people, people with health conditions or those facing particular problems like fuel poverty. Ask what else is available when you book, because sorting out income or housing can often do more to solve debt than negotiating with creditors alone.