Chorley
Adlington, Anderton, Astley Village, Bretherton, Brindle, Brinscall, Buckshaw Village, Charnock Richard, Clayton-le-Woods, Coppull, Croston, Cuerden, Eccleston, Euxton, Heapey, Heath Charnock, Heskin, Hoghton, Mawdesley, Wheelton, Whittle-le-Woods, Withnell
- Open Monday to Friday 9.30am until 4.00pm
South Ribble
Leyland, Penwortham, Moss Side, Walton Summit, Bamber Bridge, Farington, Farington Moss, Higher Walton, Howick Cross, Hutton, Little Hoole, Longton, Lostock Hall, Mellor Brook, Midge Hall, Much Hoole, New Longton, Samlesbury, Walmer Bridge, Walton-le-Dale
- Open Monday to Friday 9.30am until 4.00pm
Wyre
Fleetwood, Garstang, Poulton-le-Fylde, Preesall, Thornton-Cleveleys, Bilsborrow, Bleasdale, Cabus, Calder Vale, Carleton, Catterall, Claughton, Forton, Great Eccleston, Hambleton, Inskip, Kirkland, Nateby, Oakenclough, Pilling, Rossall, Scorton, Stalmine, Winmarleigh
- Open Monday to Friday 9.30am until 4.00pm
West Lancashire
Ormskirk, Skelmersdale, Aughton, Bickerstaffe, Burscough, Dalton, Downholland, Great Altcar, Halsall, Hesketh-with-Becconsall, Hilldale, Lathom, Newburgh, North Meols, Parbold, Rufford, Scarisbrick, Simonswood, Tarleton, Upholland, Westhead, Wrightington
- Open Monday to Friday 9.30am until 4.00pm
We're HERE to HELP
Quite simply, we're here to help the people of Lancashire with the problems they face. Our advice is free, confidential, impartial and independent. We operate from four locations across Lancashire: Chorley, Leyland, Fleetwood and Skelmersdale. We provide advice in person at our offices, via our telephone helpline or by email.
If you have a problem you need help with there are several options available to you:
- Look through the advice sections detailed below or visit our main AdviceGuide site.
- Telephone our Gateway Service on: 0344 245 1294 (Monday to Friday 9am to 5pm) (local rate number).
- Call in to your local bureau. Select your most convenient location from our Area Map for details of our opening times and office addresses.
- If it’s more convenient, we now offer advice by email. Click on the following link to use this option Advice by Email
- If our offices don't cover your location, enter your postcode in the "Find your local Citizens Advice" section on our main site.
The areas we cover
Advice
Lancashire West Citizens Advice offers free, confidential, impartial and independent advice and information on a wide range of subjects.
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Pension Wise is a free government service that helps you understand what you can do with your pension pot money.
It offers guidance about your options for taking your pension pot(s), and can help you understand the tax implications.
It also offers free guidance appointments over the telephone or face-to-face where you can talk through these options, ensuring you have the information you need to make the right decision.
Pension Wise can help you:
- Understand the right things to think about when considering your choices, such as your plans to continue working, your personal and financial circumstances, and leaving money after you die
- Understand the different options for accessing your pension pot(s), and the potential advantages and disadvantages of each
- Understand the tax implications of each choice
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Latest News
CAB News 14 September 2017
Thursday 14 September 2017 Citizens Advice’s work on Universal Credit is featured in The Times twice today with a news piece and comment from Jenni Rusell who explores problems with the benefit. Russell’s piece includes evidence from Citizens Advice and echoes our view that the 7 waiting days added on to the start of a
Read MoreCitizens Advice responds to new Universal Credit figures
13 September 2017 As new figures released by the Department for Work and Pensions show over half of families on Universal Credit receive help with their housing costs, Citizens Advice says that problems with the new benefit – such as the long wait for payment – mean thousands could be at risk of falling behind on their
Read MoreUniversal Credit expansion is ‘a disaster waiting to happen’ says Citizens Advice
11 September 2017 Citizens Advice is warning that the expansion of Universal Credit is ‘a disaster waiting to happen’, as new findings show it is pushing people further into debt. The charity says that the government’s plans to accelerate the roll-out of the benefit from five to 50 areas a month from October could have catastrophic consequences,
Read MoreCAB News 7 September 2017
Thursday 7 September 2017 Good morning Citizens Advice responded yesterday to news that Ofgem, the energy regulator, is planning to reform the rules governing how energy suppliers must communicate with customers, in an effort to improve customer engagement. In an open letter to the industry, Ofgem said it would develop new principles on which to
Read MoreCAB News 1 September 2017
Friday 1 September 2017 Good morning Citizens Advice has released research into the number of people that experience delays in setting up broadband today. The research found that over one in three people who move house experience an unexpected delay in getting their broadband working. Citizens Advice has called on the regulator Ofcom to implement
Read MoreBroadband set-up delays hit 1 in 3 moving house
1 September 2017 Over 1 in 3 people who move house experience an unexpected delay in getting their broadband working – with some facing a delay of more than 2 weeks, new research from Citizens Advice finds. A survey carried out for the national charity reveals that people moving into a new home are often
Read MoreCitizens Advice responds to new Ofgem data on standard variable tariffs
31 August 2017 Citizens Advice has responded to new information published by Ofgem today showing the percentage of customers on standard variable tariffs with the ten largest energy suppliers. Gillian Guy, Chief Executive of Citizens Advice, said: Today’s figures show that millions remain stuck on the standard variable tariff – paying much more than other
Read MoreCAB News 31 September 2017
Thursday 31 September 2017 Good morning Citizens Advice’s new Stuck in Debt research continued to receive extensive coverage across the BBC network yesterday. Many of the bulletins featured an interview with case study Tracy, who contacted Citizens Advice Oldham for help when her credit card debt became unmanageable. The research is also reported in The
Read MoreCredit card firms pushing people into long term debt, warns Citizens Advice
31 September 2017 Charity publishes major new report examining consumer borrowing and long-term consumer debt problems in Britain Major new research by Citizens Advice finds that nearly 1 in 5 people struggling with debts has had their credit card limit raised without them requesting it a practice the charity would like to see banned. After
Read MoreThousands seek help from Citizens Advice after home improvement nightmares
Thursday 31 September 2017 Weeks without windows, sinking patios and waste water pouring down walls are just some of the home improvement disasters people are reporting to Citizens Advice, the national charity has revealed today. The Citizens Advice consumer service helped people with 40,000 problems related to home maintenance and improvements last year, two-thirds of
Read MoreBan on pension cold calling will protect people from losing their life savings, says Citizens Advice
24 August 2017 The Government has announced a ban on all forms of pension cold calling, including emails and text messages. Citizens Advice has previously called for the ban after its own research found that as many as 10.9 million people received unsolicited calls, emails and texts about their pensions in 2016 alone. Welcoming the
Read MoreCAB News 24 August 2017
Thursday 24 August 2017 Good morning Hundreds of thousands of pupils receive their GCSE results today – the first to have a new numerical grading system. The revised GCSEs are the culmination of a shake-up launched by the former education secretary Michael Gove. Some experts say the new exams are the toughest since the late 1980s. National Doorstep
Read MoreCAB News 17 August 2017
Thursday 17 August 2017 The government has today revealed 230 employers who have failed to pay the National Minimum Wage. 13,000 workers will receive their missing wages and compensation. Some of the reasons given for this failure include workers being expected to attend briefings before their shifts begin, and having to pay for uniforms. Citizens
Read MoreCAB News 11 August 2017
Friday 11 August 2017 Good morning Almost a third of homes in the private rented sector fail to meet the national Decent Homes Standard according to research undertaken by The Independent. It means that 1.4 million households are currently living in unsafe or unsuitable accommodation, and that potentially lethal hazards are being unreported or ignored.
Read MoreCitizens Advice finds people with mental health problems are being failed when trying to engage with essential everyday services
Official statistics find that a quarter of people experience mental health problems. Between February and March 2017, Citizens Advice carried out research with people affected by mental health conditions to get a sense of the challenges they faced. The research allowed them to understand what kind of barriers people with mental health problems encountered when
Read MoreSuppliers should look to follow Ofgem’s lead by passing on lower electricity costs to customers, Citizens Advice says
11 August 2017 Citizens Advice has called for suppliers to follow the lead of the energy regulator Ofgem by identifying where lower electricity market costs can be passed onto consumers as price cuts. Ofgem announced it will reduce the level of the prepayment meter cap from about £1,067 to £1,048 on average, for a dual
Read MoreCAB News 3 August 2017
Good morning The Bank of England will today announce any change to interest rates and publish its latest inflation report. The bank is expected to leave rates at their current record low of 0.25%, update its growth forecasts for the economy and give an assessment on the health of the UK economy. Mark Carney, governor
Read MoreCitizens Advice responds to British Gas price rise
Thursday 3 August 2017 Citizens Advice has responded to British Gas announcing that it will raise the price of its annual dual fuel standard variable tariff by 7.3%, with electricity bills rising by 12.5%, from 15 September. Chief Executive of Citizens Advice Gillian Guy said: “Customers of all large energy firms have now seen their
Read MoreCitizens Advice responds to Financial Conduct Authority review of high cost credit
Thursday 3 August 2017 The Financial Conduct Authority (FCA) has published its review into high-cost credit, including measuring the effectiveness of the payday loan cap, which Citizens Advice has responded to. Citizens Advice Chief Executive Gillian Guy said: “The payday loan cap has protected thousands of borrowers from dangerous amounts of debt. “Prior to the
Read MoreCAB News 27 July 2017
Thursday 27 July Good morning We’ve released new research which finds that people who don’t remortgage after their fixed term deal ends can pay £400 extra a year. The findings are taken from the ‘Exploring the loyalty penalty in the mortgage market’ report and are covered in today’s i and Mirror online. National Mortgages ‘Loyal’
Read MoreLoyal mortgage holders hit with £400 average price hikes
26 July 2017 Loyal customers who don’t remortgage after their fixed term deal can pay £400 extra a year, Citizens Advice research reveals. The penalty affects people who are rolled onto their bank’s standard variable interest rate at the end of a fixed term mortgage deal. The Citizens Advice research finds that people who remain
Read MoreCitizens Advice responds to Supreme Court ruling on Employment Tribunal fees
26 July 2017 Citizens Advice has responded to the Supreme Court’s ruling this morning that fees for Employment Tribunals are unlawful. The national charity called on government to act swiftly to suspend the fees system and ensure all of those who are out of pocket after paying fees get their money back. In the last
Read MoreCAB News 20 July 2017
Thursday 20 July 2017 Good morning Citizens Advice’s Director of Post and Telecoms Andrew Rodger appeared on BBC Watchdog last night calling for new measures to tackle problems with the debt collection methods of mobile phone companies. Consumers will no longer be charged extra for paying by debit or credit card, the government has announced. From next
Read MorePost offices more important to local community than pubs, finds Citizens Advice
17 July 2017 People value having a post office in their local community as more important than a pub, new research from Citizens Advice reveals. In a landmark study looking at how people use the Post Office, the consumer body finds that half of Britons (49%) say that a post office branch is one of
Read MoreCitizens Advice and LGA launch council tax collection protocol
17 July 2017 Citizens Advice and the Local Government Association (LGA) are encouraging councils in England to adopt a new protocol to improve council tax collection. The protocol is launched as Citizens Advice reports that growing numbers of people are turning to them for help with council tax issues. Figures from the national charity show
Read More1.85 million households wait longer than they should for a repair in their home to be carried out
17 July 2017 Private renters aren’t pressing landlords to carry out repairs to their home over fears they’ll be evicted, reveals Citizens Advice. A new report from the charity finds more than 2 in 5 private renters (41%) – the equivalent of 1.85 million households – have waited longer than they usually should for their
Read MoreCAB News 13 July 2017
Good morning, Citizens Advice has published new research today on the private rented sector which is covered by Buzzfeed. We found that 2 in 5 renters – equal to 1.85m households – are waiting longer than they should for a repair job to be carried out. However many renters aren’t forcing the issue with their
Read MoreCitizens Advice says Ofgem commitments to be tougher on energy networks “good news for consumers”
13 July 2017 Citizens Advice has today welcomed the announcement by the energy regulator Ofgem that it will set tougher limits on the money that energy networks can make from 2021. Ofgem has said that when it sets the next price control for these companies, they should expect lower returns. The national charity has also
Read MoreEnergy networks making £7.5bn in unjustified profit over 8 years, Citizens Advice finds
13 July 2017 Citizens Advice is calling for energy network companies to return money to consumers through a rebate Energy consumers are subsidising £7.5bn in unjustified profits made by the businesses responsible for the UK’s gas and electricity networks over an 8 year period, new research from Citizens Advice reveals today. The national charity has
Read MoreTaylor Review a “decent first step” towards a fairer jobs market says Citizens Advice
13 July 2017 Citizens Advice says that the Matthew Taylor review of modern employment practices includes many proposals which would help people currently at the sharp end of insecure work but says that enhanced rights and protections will require more effective enforcement. Research by the national charity has previously revealed problems experienced by people in insecure work,
Read MoreCAB News 10 July 2017
10 July 2017 Good morning, Citizens Advice’s report on the delivery of Universal Credit continued to be covered in the media on Friday and over the weekend. The report warns about issues with the delivery of the benefit, and calls on the government to pause the rollout until these problems are fixed. The report marks
Read MoreCitizens Advice calls for Universal Credit rollout to be paused as research reveals people left facing financial difficulty
10 July 2017 The rollout of Universal Credit should be paused until significant problems with it are fixed, says Citizens Advice. In a major new report – Delivering on Universal Credit – the charity reveals that the requirement to wait for six weeks to receive any payment means people face serious financial insecurity, with many
Read MoreCAB News 6 July 2017
Thursday 6 July 2017 Good morning Citizens Advice’s Director of Energy Victoria MacGregor was interviewed on a number of broadcast outlets, including Radio 4’s You & Yours and Woman’s Hour, to discuss Ofgem’s consultation on extending the prepayment meter bill cap. Our response was also covered by The Times and Guardian. National Energy ENERGY ‘STITCH-UP’ Theresa May accused
Read MoreCitizens Advice response to Ofgem’s proposed safeguard tariff
Thursday 6 July 2017 Citizens Advice has said today that extending the prepayment meter cap to those eligible for the Warm Home Discount is “the best way to protect the worst off.” The national charity has been calling for the price protection for the most vulnerable since 2014 and has welcomed the announcement from the
Read MoreShoppers swindled after buying ‘phantom goods’
03/07/2017 More and more people are being caught out by ‘phantom goods’ scams costing them an average of £1,100, Citizens Advice says. Shoppers are conned into buying high value items like cars and flights, namely online, which turn out not to exist. New figures reveal a 17% increase in people reporting ‘phantom goods’ to the
Read MoreCitizens Advice highlights problems with high cost credit as consumer borrowing increases
03/07/2017 The Bank of England’s latest money and credit statistics show consumer credit increased by 10.3% in the year to May, to £199.7 billion. Citizens Advice says problems with poor affordability checks in the high cost credit market remain a key threat to borrowers. Citizens Advice Chief Executive, Gillian Guy, said: “Problems with poor credit
Read MoreCAB News 27 June 2017
Tuesday 27 June 2017 Good morning Theresa May has reached a £1bn deal with the Democratic Unionist Party to support the Conservative minority government. The DUP will support the Conservatives in key Commons votes in areas such as the Queen’s Speech, Budget and Brexit. The agreement has prompted calls for more money for Wales and
Read MoreCAB News 23 June 2017
Friday 23 June 2017 Citizens Advice yesterday released our updated energy supplier star rating. We found that Extra Energy came bottom of the table for the second time, receiving the worst score for complaints handling ever recorded by Citizens Advice. You can see our press release on the Citizens Advice website. Victoria MacGregor, our Director
Read MoreExtra Energy bottom of customer service rating again
Friday 23 June 2017 Extra Energy has received the lowest score of Citizens Advice’s star rating system for energy suppliers for the second time – with a lower overall score. The company received 2.05 stars, lower than the 2.5 stars it received for the period between October and December 2016. The firm has previously received
Read MoreCAB News 22 June 2017
Good morning Citizens Advice responded to the Queen’s Speech yesterday. We welcomed measures, such as the single financial guidance body, and the government’s focus on ensuring employers honour their responsibilities towards their employees. We also called on the government to provide information and advice to people about the impact of Brexit on them and their
Read MoreCitizens Advice responds to Queen’s Speech 2017
Thursday 22 June 2017 Citizens Advice Chief Executive Gillian Guy said: “The contents of this Queen’s Speech will go some way toward tackling some of the biggest challenges facing our clients and consumers. “Too many people are being denied their rights at work and others are struggling with rental fees and high energy bills, so
Read MoreTwo thirds of online shoppers suffer problems with parcel delivery
22 June 2017 Two in three people (69%) who shop online have had parcels lost, damaged or turn up late in the last year, according to new research by Citizens Advice. As summer sales season gets underway, Citizens Advice says problems with late deliveries affect online shoppers the most – including those who paid for
Read MoreCitizens Advice responds to CMA care home investigation update
Thursday 15 June 2017 Citizens Advice has welcomed the initial findings from the Competition and Markets Authority (CMA) investigation into the care homes market and called for stronger consumer protections to be considered where existing rules are not providing the right cover. The CMA has found that people are struggling to make decisions about care
Read More10 things employers say to mislead workers about their rights
Thursday 15 June 2017 Asking people to go self-employed to keep their jobs, telling agency staff they don’t get sick pay and suggesting pregnant staff cut their hours are among the things some employers say to try and find ways around workers’ rights, Citizens Advice can reveal. The charity has identified 10 common things that
Read MoreCAB News 15 June 2017
Thursday 15 June 2017 Good morning Citizens Advice’s response to the Competition and Market Authority’s (CMA) initial findings from its investigation into care homes is covered by a number of outlets including BBC Online, Express, i and Mail Online. Citizens Advice called for the CMA to investigate the sector in February 2016 after it found
Read MoreCAB News 12 June 2017
Monday 12 June 2017 Theresa May will meet Conservative MPs today to put forward her case for carrying on as prime minister after failing to win an outright majority in last week’s election. Over the weekend, she announced a number of personnel changes to the cabinet to try and appease her critics. Damian Green
Read MoreCAB News 8 June 2017
Thursday 8 June 2017 Good morning Polling stations have opened for people to cast their vote in the general election. About 46.9 million people have registered to vote – a slight increase from 2015, when 46.4 million registered. Police have stepped up security at polling stations across the UK in the wake of recent terror
Read MoreCAB News 5 June 2017
Monday 5 June 2017 Good morning National Citizens Advice Harrow Harrow West: ‘we’ve seen teachers and nurses struggle with housing problems’ The Guardian.com (Web), 02/06/2017 The Guardian (Main), 03/06/2017, p.9 In the run up to the general election, Guardian journalist Gary Young spends time at Citizens Advice Harrow to find out what life is like
Read MoreCAB News 2 June 2017
Friday 2 June 2017 Good morning National Mortgages The financial questions you need to ask if you’re made redundant FT.com (Web), 02/06/2017 The Financial Times runs an advice piece on how to manage your finances and keep up with your mortgage repayments if you’re made redundant. It includes guidance from Debora Smith, Senior Debt
Read MoreCAB News 1 June 2017
Thursday 1 June 2017 Good morning Theresa May will set out her vision for a “Britain beyond Brexit” in a speech today with a week to go until the public heads to the polls. Meanwhile Labour has announced a pledge to save rail commuters more than £1,000 on their season
Read MoreCAB News 30 May 2017
Tuesday 30 May 2017 Good morning National Compensation for flight delays BA customers forced to call 55p-a-minute hotline to claim back costs of cancelled flights as compensation bill looks set to top £150MILLION Mail Online UK (Web), 29/05/2017 The Mail Online features tips from Citizens Advice on how people can claim compensation for delayed flights,
Read MoreCAB News 25 May 2017
Thursday 25 May 2017 Good morning National Timeshares Timeshare? Think stylish getaways, not dodgy sales reps Spectator (Web), 25/05/2017 The Spectator says timeshare companies have cleaned up their act after a series of mis-selling and fraud cases gave the concept a bad name. It reports deals are now more flexible and ‘perpetuity contracts’, which lock
Read MoreCAB News May 23 2017
Tuesday 23 May 2017 Good morning 22 people have died and 59 have been injured in a suspected terror attack at Manchester Arena. The explosion happened at the end of a concert by US singer Ariana Grande last night, attended by thousands of young people. Carolyn Harris, who is a shadow Home Office minister has
Read MoreCAB News 22 May 2017
Monday 22 May 2017 Good morning Workers may be unfairly losing an average £200 a year as employers spend millions of pounds to keep their pension schemes afloat, according to a new report by the Resolution Foundation think tank. In other news, a template press release in now available on CABlink for the network to
Read MoreCAB News 18 May 2017
Thursday 18 May 2017 Good morning The Conservatives will publish their election manifesto today which are likely to include a number of social care proposals. It will also outline intervention measures in consumer markets, such as forcing mobile phone companies to make their bills clearer and improving security in the private rented sector. Labour published their election manifesto
Read MoreCAB News 16 May 2017
Tuesday 16 May 2017 Good morning Labour will launch its general election manifesto today in Bradford. The party has dubbed it ‘a programme of hope’ and it’s expected to include plans to impose a levy on salaries above £330,000 and to nationalise England’s 10 water companies. In other news, there is a new advice column
Read MoreCAB News 15 May 2017
Monday 15 May 2017 Good morning Theresa May will pledge to increase workers’ rights if the Conservatives win the election. Their manifesto will give new protections to those working in the gig economy and let employees take a year of unpaid leave so they can care for a sick relative. A template press release is
Read MoreCAB News 12 May 2017
Friday 12 May 2017 Good morning A draft of Labour’s general election manifesto has been leaked, including plans to nationalise parts of the energy industry, scrap tuition fees and ban zero hours contracts. National Nuisance calls Nuisance firm made 100 million calls to public i (The paper for today) (Main), 12/05/2017, p.12, Harriet Line Guidance
Read MoreCAB News 10 May 2017
Wednesday 10 May 2017 Good morning Citizens Advice spokespeople appeared on BBC national news and local radio stations yesterday talking about the problems people face with their energy bills. It followed the Conservative party’s election promise to cap standard variable energy tariffs should it win power. Working with your local media can be an effective
Read MoreCAB News 5 May 2017
8 May 2017 Good morning New Citizens Advice evidence on employment sharp practice is reported in The Times today. The new analysis looks at problems workers face in accessing paid holiday. Citizens Advice is calling on the next government to take measures to tackle employment problems, including setting up a Fair Work Authority to enforce
Read MoreHalf of people on zero hours contracts think they’re not entitled to paid holiday, says Citizens Advice
8 May 2017 Half of people on zero hours contracts, and two in five people on temporary contracts wrongly believe they are not entitled to paid holidays, Citizens Advice reveals. The charity is calling on the next government to ensure workers are aware of, and are able to take, the paid holiday that they are
Read MoreCitizens Advice calls for money advice to be offered at key life moments as consumer borrowing rises
8 May 2017 As the Bank of England’s latest money and credit statistics show an increase in consumer debts such as credit cards and loans, Citizens Advice is calling on the next government to make sure people can get the right support to manage their finances, particularly at key stages of their lives such as
Read MoreCAB News 4 May 2017
Thursday 4 May 2017 Good morning National PIP Interview with Kayley Hignell BBC News, Victoria Derbyshire, 02/05/2017 Kayley Hignell, Head of Policy for Families, Welfare and Work, was interviewed on Victoria Derbyshire to discuss the assessment process for PIP. The programme reported that more than 300 people go to court each day to try and
Read MoreCAB News 2 May 2017
Tuesday 2 May 2017 Good morning Kayley Hignell, Head of Policy for Families, Welfare and Work appeared on BBC Two’s Victoria Derbyshire to discuss the application and appeal processes for PIP. National Energy price cap Energy price cap may not be such a lightbulb moment The Times (Main), 29/04/2017, p.66, David Byers The Times gathers
Read MoreMobile phone bill limit puts power back in hands of consumers, says Citizens Advice
2 May 2017 Mobile phone providers in the UK will have to offer their customers the opportunity to set a limit on their monthly bill, following a new law passed by Parliament today. Citizens Advice has today said this puts the power to manage their finances back into the hands of consumers. The national charity
Read MoreCAB News 27 April 2017
Thursday 27 April 2017 Good morning Matt Upton, Head of Consumer Policy and Public Services, appeared on a panel discussion on Radio 4’s Moneybox to discuss ways the next government could boost people’s finances. Matt said Citizens Advice wanted to see changes to Universal Credit, pensions auto-enrolment, insecure work and the amount of debt people
Read MoreCAB News 25 April 2017
Tuesday 25 April 2017 Labour has announced its Brexit strategy which includes a guarantee that EU residents rights will be protected before negotiating starts. It also plans to create an EU Rights and Protections Bill to make sure all EU derived laws – including workplace law and consumer rights – are protected. In response,
Read MoreCAB News 24 April 2017
Tuesday 24 April 2017 National Energy bills Energy Bill Cap ‘will hit consumers’ BBC (Web), 23/04/2017 It was announced this weekend that the Conservative party manifesto – set to be published on May 8 – will include a pledge to cap household energy bills. Scottish Power’s chief corporate officer, Keith Anderson said “If you
Read MoreCAB News 20 April 2017
20 April 2017 Labour leader Jeremy Corbyn will deliver his first major speech of the election campaign today, vowing not to “play by the rules”. He is also expected to single out the businessmen Sir Philip Green and Mike Ashley for criticism, saying they should be “worried about a Labour government”. In other news, an
Read MoreCAB News 18th April 2017
8 April 2017 Good morning National Loyalty penalty in the broadband market Broadband deals with a nasty byte The Sun (Main), 15/04/2017, p.40, Daniel Jones The Sun runs a double page spread on Citizens Advice’s recent research on the loyalty penalty faced by broadband customers. It was found that the average broadband deal increases by
Read MoreCAB News 13 April 2017
13 April 2017 Good morning Citizens Advice features in a front page story in the Daily Mail this morning reporting that the government is preparing to step in and cap energy bills. It comes after EDF Energy announced it was raising its prices for the second time in less than six months. In other news,
Read MoreEDF Energy’s price rise yet another blow for loyal customers, says Citizens Advice
12 April 2017 Citizens Advice has responded to EDF Energy announcing that it will raise the price of its standard variable dual fuel tariff by 7.2% (£78) in June. In December 2016, the firm announced that dual fuel customers would pay 1.2% more a year on their energy bills – due to an 8.4% rise
Read MoreBroadband prices rise by an average 43% when fixed term deals end
11 April 2017 People on the cheapest basic broadband deals are hit with an average price rise of £113 a year once their deal ends – with many unaware they face an increase in cost, finds Citizens Advice. A new report from the national charity reveals that more than a third (35%) of broadband customers
Read MoreCAB News 6 April 2017
Thursday 6 April 2017 Good morning Kayley Hignell, Head of Policy for Families, Welfare and Work, has been interviewed on BBC Radio5 to explain the change to Child Tax Credits which takes effect from today. Parents will now only be able to make a new claim for Child Tax Credits for a maximum of two
Read MoreCAB News 4 April 2017
4 April 2017 Good morning Ofgem has announced it will be compulsory for energy suppliers to back bill customers within a 12 month window. Citizens Advice has long called for the watchdog to turn its guidelines on back-billing into rules and our response welcoming the move is covered by the BBC, Mail Online and City
Read MoreMandatory back-bill deadline important to protect customers from shock bills, says Citizens Advice
3 April 2017 New rules, proposed by Ofgem, to put a 12 month time limit on energy back bills will help protect consumers, says Citizens Advice. The national charity has been calling on Ofgem to make this a mandatory requirement in suppliers’ licences after the evidence showed suppliers weren’t always acting under the voluntary guidelines.
Read MoreExtra Energy remains in bottom place for small business complaints handling
31 March 2017 Citizens Advice publishes latest energy complaints league table for small business customers. Extra Energy has come bottom of Citizens Advice’s complaints league table for small business customers for the second quarter in a row. The ranking – which was launched in January – measures how effectively energy suppliers are dealing with complaints
Read MoreCAB News 30 March 2017
30 March 2017 Good morning National Price comparison websites PM joins uSwitch criticism The Sun (Main), 30/03/2017, p.14, Daniel Jones The Sun has accused price comparison website uSwitch of hiding its best deals from users. Its investigation has found that some could have had to pay up to £120 more for energy on deals uSwitch
Read MoreLenders must make sure people can afford to borrow, says Citizens Advice
29 March 2017 The Bank of England’s latest money and credit statistics show consumer borrowing increasing by 10.5% in the year to February to £196 billion. As the Bank and the Financial Conduct Authority launch reviews into lending practices, Citizens Advice says more must be done to make sure lenders across all consumer credit markets
Read MoreLetter to the Prime Minister highlighting the potential impact of Brexit on consumers
28 March 2017 Citizens Advice, MoneySavingExpert.com and Which? have sent a joint letter to the Prime Minister calling for a cross-government working group dedicated getting the best possible deal for UK consumers as Britain prepares to leave the European Union. The consumer groups highlight that the potential impacts of Brexit for consumers are complex and need
Read MoreCitizens Advice responds to Ofcom consultation on automatic compensation for broadband customers
24 March 2017 Citizens Advice has today responded to proposals from telecoms regulator Ofcom that landline and broadband customers who suffer slow repairs or missed deadlines should receive automatic compensation from their provider. Analysis of 1,000 broadband problems reported to Citizens Advice has revealed many people have to repeatedly negotiate with providers to get engineers
Read MoreCAB News 23 March 2017
23 March 2017 Good morning National Energy tool How to find best energy firms by customer service rating Mail Online UK (Web), 22/03/2017 The Mail Online covers Citizens Advice’s new tool which lets people compare the customer service of the 18 biggest energy suppliers. The tool uses a star rating system from one to
Read MoreCAB News 22 March 2017
22 March 2017 Good morning The Sun, Mirror and i cover the launch of Citizens Advice’s new online tool which makes it easier for people to see how good an energy supplier’s overall performance is. The 18 biggest suppliers have each been given a star rating out of 5 based on a criteria which includes
Read MoreCitizens Advice launches new tool to help energy customers find the right supplier for them
22 March 2017 Citizens Advice is launching a new online tool so that people can see at a glance how good the 18 biggest energy suppliers are at customer service. The tool has been developed to help people find the energy supplier which best suits their needs, so they can make an informed choice about
Read MoreCitizens Advice services share £625,000 through Martin Lewis Fund
23 March 2017 Citizens Advice services across England and Wales are today celebrating sharing £625,000 from the Martin Lewis Fund to help make a real difference to local people’s lives. Awards of £25,000 are being given to 25 local Citizens Advice services to deliver projects that will provide more support to particular groups of people
Read MoreCAB News 16 March 2017
16 March 2017 Good morning Chancellor Philip Hammond has defended the government’s U-turn on plans to increase National Insurance contributions for self-employed people. Labour described yesterday’s announcement as “shocking and humiliating.” Explaining the decision, Mr Hammond said it was important to keep the “spirit” of the Conservative’s 2015 manifesto pledges. Regional Citizens Advice South Lakes
Read MoreCAB News 15 March 2017
15 March 2017 Good morning The Conservatives have scrapped plans to increase National insurance rates for self-employed people. Chancellor Phillip Hammond told MP’s in a Commons statement: “There will be no increase in National Insurance rates in this Parliament.” National Bailiff reform Some bailiffs ‘still abusing powers’ despite reforms ITV.com (Web), 14/03/2017 ITV’s coverage of
Read MoreCitizens Advice responds to SSE price rise
13 March 2017 Citizens Advice has responded to SSE announcing that it will raise the price of its annual dual fuel standard variable tariff by 6.9%, with electricity bills rising by 14.9%, from April. Gillian Guy, Chief Executive of Citizens Advice, said: “Energy firms have been lining up to increase their loyal customers’ bills.“SSE is
Read MoreCAB News 13 March 2017
13 March 2017 Good morning MPs will debate the Brexit bill in the House of Commons today and are expected to reject two amendments put forward by the House of Lords. If the bill passes, Theresa May could trigger Article 50 as soon as tomorrow, formally starting the Brexit process. National Smart meters Smart
Read MoreCAB News 9 March 2017
9 March 2017 Good morning Our response to the Budget welcoming government intervention in markets that aren’t working for consumers and the clamp down on subscription traps is covered in the Daily Telegraph and Financial Times. Budget 2017 National Budget Public to get greater protection from rip-offs and misleading terms Financial Times (Main), 09/03/2017, p.10,
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Citizens Advice responds to Budget 2017
8 March 2017 Citizens Advice responds to today’s Budget announcement from Chancellor Philip Hammond. Gillian Guy, Chief Executive of Citizens Advice, said: “The Chancellor has set out good intentions for helping ordinary working families – the test will be if the government delivers on boosting income security and tackling failing consumer markets. “We’ve repeatedly called
Read MoreCAB News 9 March 2017
9 March 2017 Good morning The Chancellor, Philip Hammond, has promised an “upbeat” message for Britain’s future when he delivers the Budget today. Among the measures he is expected to announce are plans to crack down on subscription traps. Citizens Advice will be issuing a statement responding to the Budget later today. In other
Read MoreLoyal customers bear brunt of energy bill price rises, says Citizens Advice
7 March 2017 Responding to news that E.ON is to raise the price of its annual dual fuel standard variable tariff by 8.8%, Citizens Advice says it is loyal customers who will be most affected by the price rise. Citizens Advice Chief Executive Gillian Guy, said: “Loyal customers will bear the brunt of yet another
Read MoreCAB News 7 March 2017
Tuesday 7 March 2017 Good morning Today Citizens Advice publishes its new report on the private rented sector, ‘A State of Disrepair’. The research addresses the many issues renters can face, including substandard homes, insecure tenancies as well as fees and charges. The Times runs an exclusive on the report focusing on the struggle private
Read MoreRenting costs put home ownership out of reach for private tenants
7 March 2017 Private tenants are struggling to get a foot on the housing ladder because of the costs that come with renting, Citizens Advice can reveal. A new report from the charity finds that just under three-quarters (74%) of private tenants say the combined costs of rent, agency fees and moving make buying a
Read MoreCAB News 6 March 2017
Monday 6 March 2017 Good morning There was good news on Saturday when it was announced that the government will outline steps in Wednesday’s Budget to help stop people losing hundreds of pounds through subscription traps. Citizens Advice raised awareness of this issue in its ‘Locked In: consumer issues with subscription traps’ report which was
Read MoreGovernment crackdown on subscription traps will help stop consumers from losing money, says Citizens Advice
4 March 2017 Government crackdown on subscription traps will help stop consumers from losing money, says Citizens Advice Today (Saturday 4 March) the government has announced that it will be cracking down on misleading consumer practices including subscription traps, where people pay subscriptions they aren’t aware they’ve agreed to. A report from Citizens Advice last
Read MoreEnergy firms ripping off loyal pensioners and families on low incomes by £250m
3 March 2017 Citizens Advice is calling for the government to cut bills for low income households on standard variable tariff Some of the poorest pensioners and families in Britain are paying an extra £250 million each year for being a loyal customer, Citizens Advice reveals today. New analysis by the national charity finds that
Read MoreTime for action on PPI claims management firms, says Citizens Advice
2 March 2017 The Financial Conduct Authority has today set a final deadline for Payment Protection Insurance (PPI) mis-selling claims. People affected will have to make their claims by 29 August 2019. Citizens Advice, which launched a super-complaint into PPI mis-selling back in 2005, said it supports a deadline. The charity helped people with 4,000
Read MoreOfcom’s plan to cut bills for landline customers a ‘positive move’
2 March 2017 Telecoms regulator Ofcom has announced plans today to reduce the bills of BT landline customers, who are often elderly and vulnerable, by at least £5. Citizens Advice welcomed the move and encouraged similar action in other markets. Citizens Advice Chief Executive Gillian Guy said: “Loyal customers often pay much more for their
Read MoreRising consumer borrowing could spell problems for people’s finances down the line, says Citizens Advice
2 March 2017 As the Bank of England’s latest money and credit statistics show an increase in consumer borrowing, Citizens Advice says right now more people are seeking help for debt problems from essential household bills. The Bank of England’s figures for January 2017 show consumer credit grew by 10.3% in the year to January
Read MoreCAB News 2 March 2017
2 March 2017 Good morning The financial regulator has set a final deadline for payment protection insurance (PPI) mis-selling claims. People seeking compensation will have to make their claims before 29 August 2019. Citizens Advice will be issuing a response to the announcement. National Consumer borrowing Credit card debt reaches record £66bn Daily Mail (Main), 02/03/2017,
Read MoreCAB News 1 March 2017
1 March 2017 Good morning A template press release on problems with sick pay is now available on Cablink for local Citizens Advice to use. National Landline charges BT is forced by watchdog to cut phone-only bills by £60 a year The Daily Telegraph (Main), 01/03/2017, p.10, Katie Morley Citizens Advice’s response to Ofgem plans
Read MoreCAB News 28 February 2017
28 February 2017 Good morning Telecoms regulator Ofcom has announced plans to take £5 off the monthly bills of BT customers who only buy landline services – a move expected to help millions of vulnerable and elderly customers. Citizens Advice will be issuing a response today. National Sick pay Employers tricking workers out of
Read MoreCAB News 27 February 2017
27 February 2017 Good morning Energy customers switched suppliers 7.7 million times last year – the highest rate in six years – according to new figures provided by regulator Ofgem. Citizens Advice has issued a response to the statistics, which is reported in the Guardian and Times today. National Energy switching Numbers switching energy supplier
Read MoreFailure to pay national minimum wage undermines people’s financial security, says Citizens Advice
27 February 2017 The Department for Business, Energy and Industrial Strategy (BEIS) has today launched a campaign to raise awareness of national minimum wage after new research reveals that people are unsure about what deductions employers can legally take from their wages. Responding to the campaign launch, Gillian Guy, Chief Executive of Citizens Advice said:
Read MoreEmployers tricking people out of sick pay, says Citizens Advice
26 February 2017 Unscrupulous employers are trying to avoid paying sick pay to people who are too ill to work by using tactics such as taking them off rotas and cutting their wages, reveals Citizens Advice. The charity is urging people who need to take time off work for illness to check if they’re eligible
Read MoreCitizens Advice responds to stamp price rise
24 February 2017 Royal Mail has announced that the price of first and second class will rise by 1p from 27 March. A stamp for large first class letter will rise by 2p to 98p. Citizens Advice Director of Post and Telecoms, Andrew Rodger, said: “Affordable postal services are essential for people across the country.
Read MoreEnergy networks “gifted” billions in profit
24 February 2017 Citizens Advice has today called for the energy regulator Ofgem to make changes to stop energy networks making huge profits due to inaccurate assessments. Ofgem has published its evaluation of the performance of energy networks, including how much they are spending and their profits. Ofgem makes long-term forecasts on how much it
Read MoreCAB News 23 February 2017
23 February 2017 Good morning Citizens Advice has issued a response to news that Centrica, the owner of British Gas, has reported its annual profits are down 11% to £553m for 2016. There was also further coverage of our research into auto-enrolment in The Sun online and our response to the launch of British Gas’
Read MoreCAB News 22 February 2017
22 February 2017 Good morning New research from Citizens Advice finding almost 106,000 people in multiple jobs are missing out on a workplace pension is the lead story on the BBC’s personal finance page. The analysis is also covered in the Express and Mirror. Citizens Advice is now calling on the government to look at
Read MorePeople in multiple jobs missing out on a workplace pension, reveals Citizens Advice
22 February 2017 Almost 106,000 working people are not being auto-enrolled into a pension because their earnings come from more than one job and 70% of them are women, research by Citizens Advice reveals. To qualify for auto-enrolment you need to earn over the £10,000 a year threshold from a single job. New analysis by
Read MoreCitizens Advice reports rise in guarantor loan problems
19 February 2017 The number of guarantor loan problems Citizens Advice has helped people with has risen by 40% over the last year, latest figures show. When taking out a guarantor loan the borrower gives the name of a guarantor, normally a friend or family member, who is then pursued for payment if the borrower
Read MoreCitizens Advice sets out agenda for resolving consumer issues
16 February 2017 Citizens Advice has set out the consumer issues it will tackle in the year ahead with the launch of its consumer work plan 2017/18. Consumer spending is a key driver of the economy and £1.2 trillion is spent on goods and services each year. But when consumers are on the receiving end
Read MoreCAB News 21 February 2017
21 February 2017 Good morning The Chancellor has said he is listening to MPs who are concerned that changes to business rates could lead to small shops and pubs closing. Critics argue the revaluation will unfairly hit high street businesses, while out-of-town warehouses used by online retailers will continue to benefit from low business rates.
Read MoreCAB News 16 February 2017
16 February 2017 Good morning February’s advice column on mobile phone signal problems is now up on CABlink. National Doorstep lending Interview with Tom MacInnes BBC 5Live, 15/02/2017, (scroll to 1 hours 48 minutes) Citizens Advices’ Head of Analysis, Tom MacInnes, is interviewed on BBC Radio 5live’s drivetime show talking about new doorstep lending
Read MoreTactics of some doorstep lenders causing serious hardship for borrowers, warns Citizens Advice
15 February 2017 Some doorstep lenders are taking advantage of their position and putting people at risk of serious debt problems, Citizens Advice warns. A new report published by the charity today has identified a number of concerning practices by some doorstep lenders. The evidence, submitted to the Financial Conduct Authority today as part of
Read MoreCAB News 14 February 2017
14 February 2017 Good morning The head of Theresa May’s inquiry into new employment practices has said there is evidence businesses are using self-employment laws to avoid tax. Matthew Taylor told the BBC that he wanted to see a new standard of “fair and decent” work which the public and private sector could sign
Read MoreCAB News 13 February 2017
13 February 2017 Good morning Pensioner households are now £20 a week better off than working age households, according to new research by the Resolution Foundation thinktank. The research shows that pensioners are also now more likely than their predecessors to still be in work, own a home and have access to generous private
Read MoreBritish Gas price freeze shows that raising prices isn’t the only option
10 February 2017 Responding to news that British Gas will freeze its prices until August 2017, Citizens Advice has said this shows that energy firms can choose to keep their customers’ bills down. Scottish Power has also announced that from 31 March it will raise its prices by 7.8% on average for a dual fuel
Read MoreTop News 9 February 2017
Thursday 9 February 2017 Good morning MPs have approved the bill which gives Theresa May permission to trigger Brexit. The bill now heads to the House of Lords. 52 Labour MPs voted against triggering Article 50, going against the orders of leader Jeremy Corbyn. Shadow Business Secretary, Clive Lewis, resigned ahead of the vote saying
Read MoreEnergy regulator sets temporary price cap for prepaying customers
Energy regulator sets temporary price cap for prepaying customers DailyMail.co.uk (Web), 07/02/2017 The Mail Online covers our response to Ofgem’s price cap on prepayment meters. While Citizens Advice welcomes the cap which will help millions to save money, it’s also calling for a further extension to cover low-income customers on standard tariffs. Gillian Guy
Read MorePrepayment meter cap should stop poorest households paying over the odds
7 February 2017 The energy regulator Ofgem has today announced that the prepayment meter price cap will save typical prepayment customers around £80 a year when it comes into effect in April. The national charity Citizens Advice has welcomed the savings this will bring prepayment meter customers but has called for the government to cut
Read MoreTop News 7 February 2017
Tuesday 7 February 2017 Good morning Ofgem has today announced it will introduce a temporary price cap on prepayment meters which will save four million customers roughly £80 a year. Citizens Advice’s response welcoming the new measure is covered by the BBC. National Prepayment meters Energy prepay cap to save customers £80, announces Ofgem BBC.co.uk
Read MoreEnergy price rises should be last resort, says Citizens Advice
3 February 2017 Citizens Advice has responded to news that npower is to increase its typical dual fuel annual energy bill by £109, affecting approximately 1.4 million customers. Citizens Advice Chief Executive Gillian Guy, said: “A price rise should only be considered as an absolute last resort. “This increase will affect more than a million
Read MoreTop News 2 February 2017
2 February 2017 Good morning Tune in to BBC Radio 4’s You and Yours programme from 12.15pm today to hear Chief Executive Gillian Guy talking about the Citizens Advice service. The piece will also include interviews recorded at Citizens Advice Derbyshire Districts. National Rent hikes ‘AN ARTIFICIAL INFLATION’ Santander Bank tells landlords to increase rents
Read MoreTop News 1 February 2017
1 February 2017 Good morning President Donald Trump has nominated Colorado federal appeals court judge Neil Gorsuch for the US Supreme Court. The court has the final legal word on many of the most sensitive US issues, from abortion to gender to gun control. Senate Democrats are expected to challenge Mr Gorsuch’s nomination.
Read MoreCitizens Advice responds to British Gas Business paying £9.5m penalty for billing and complaints issues
24 January 2017 The energy regulator Ofgem announced today that British Gas Business will pay a penalty of £9.5m following failings in its registrations, complaints handling and billing processes. Citizens Advice Chief Executive, Gillian Guy, said: “Hundreds of British Gas Business customers sought Citizens Advice’s help with late bills and poorly handled complaints in 2014.
Read MoreAvailability of standard banking services through the Post Office will help those who rely on face to face services
24 January 2017 The Post Office has today announced a new arrangement with UK banks which will see 99% of customers having access to the same banking services through the Post Office network. Citizens Advice has said that this should bring an end to patchy service where who you banked with determined the type of
Read MoreCitizen Advice launches new energy complaints tool for small businesses
20 January 2017 E.ON delivers best performance in charity’s first ever energy suppliers complaints league table for small business customers Citizens Advice is today launching a brand new league table allowing millions of small business owners to compare how well energy suppliers are handling their complaints. The new ranking – which will be published quarterly
Read MoreWorkers given just 48 hours notice of shifts starting, changing or being cancelled, says Citizens Advice
19th January 2017 One in five employers (19%) say they tend to give contracted staff less than 48 hours notice of their shifts, figures from Citizens Advice reveal. As the labour market becomes increasingly reliant on flexible workers the national charity is calling on employers to improve how they manage workers who have non-standard contracts,
Read MoreCitizens Advice responds to the Hendry Review
12 January 2017 Citizens Advice has responded to Charles Hendry’s review of the Swansea Bay tidal lagoon proposal, which was published today. Citizens Advice Chief Executive Gillian Guy said: “When approving new projects for generating electricity the government needs to balance securing a sustainable, green energy supply with being cost effective for consumers. “Initial proposals
Read MoreCitizens Advice responds to Post Office Limited announcement
10 January 2017 As Post Office Limited announces a further 37 Crown branches will become franchises, Citizens Advice says it is important customers still get access to the services they need at a convenient location. Citizens Advice Chief Executive Gillian Guy said: “For post office customers, it is important that the new locations are convenient,
Read MoreFamilies with children hit by insecurity in the private rented sector
3 January 2017 Two in 5 (39%) people living with their children in privately rented homes have a tenancy of 6 months or less, new figures from Citizens Advice reveal. Analysis by the national charity finds 1 in 3 (34%) private renters would like their tenancy to be longer, rising to 2 in 5 (39%)
Read MoreTop news 21st December 2016
21 December 2016 Good morning Evidence on ‘buy now, later’ deals from Citizens Advice is featured on the homepage of the BBC. These deals allow people to defer paying for item for a set amount of time before interest charges kick in which can leave people with bills
Read MoreCatalogue customers hit hard for missing interest free deadlines
21 December 2016 Catalogue customers who ‘buy now and pay later’ are being hit with shock fees for failing to pay in full within the interest free period, Citizens Advice warns today. The charity has helped 24,000 people with nearly 50,000 catalogue or mail order debt problems in the last year – with 70% of
Read MoreTop News 20th December 2016
20 December 2016 Good morning A lorry was deliberately driven into crowds at a Christmas market in Berlin last night. At least 12 people have died and 48 have been injured. Investigators have announced that they believe it to be a suspected terrorist attack. National Letting agents fees Landlords plan to ditch lettings agents
Read MoreTop News 19th December 2016
19 December 2016 Good morning Thousands of workers are set to take part in a wave of strikes this week which will affect postal, rail and airline services. One commentator said that ‘worsening pensions, stagnant pay and reduced job security was hitting a range of industries.’ In other news, Citizens Advice is advising workers
Read MoreCitizens Advice urges workers check their payslip at Christmas
18 December 2016 Citizens Advice encouraging people to check their payslips this Christmas time to make sure they’re paid correctly for all the hours they work over the festive season. Over the last year: Citizens Advice helped 200,00 people with 340,000 employment issues. Over 60,000 people who experienced issues with their pay and entitlements at
Read MoreEDF Energy’s price changes will affect millions of customers, says Citizens Advice
16 December 2016 Citizens Advice has responded to news that EDF Energy will reduce its gas price by 5.2% in January but raise electricity bills by 8.4% in March. The change means EDF Energy dual fuel customers will pay 1.2% more a year on their energy bills. Gillian Guy, Chief Executive of Citizens Advice, said:
Read MoreTop news 16th December 2016
16 December 2016 Good morning Theresa May has told EU leaders that she wants an early deal on what Brexit means for the status of Britons in Europe and EU citizens in the UK. At the European Council summit meeting in Brussels, the prime minister was excluded from a dinner where EU leaders discussed
Read MoreTop News 15th December 2016
15 December 2016 Good morning A post Brexit trade deal with the EU could take 10 years to finalise, Britain’s ambassador to the EU has warned the government. It follows Brexit Secretary David Davis’ announcement to MPs yesterday that the government will not spell out its negotiating aims in more detail until February 2017 at
Read MoreTop News 14th December 2016
14 December 2016 Good morning Four years of fighting in Aleppo has ended in a ceasefire between the Syrian government and rebel forces. However the planned evacuation of rebel fighters and civilians from the devastated eastern districts of the city has been delayed, as UN evidence says many civilians have been killed. Citizens Advice’s
Read MoreAmazon workers ‘forced to sleep in tents to save money’
13 December 2016 At least three tents have been erected by desperate workers in a nearby forest near the online retail giants base in Fife, Dunfermline. Worries about the cost of commuting and getting to work on time have led to some workers having to camp in freezing conditions. A worker described Amazon as being
Read MoreTop News 13th December 2016
13 December 2016 Good morning, A 48-hour strike by train drivers has brought the Southern network to a halt today, creating travel chaos for hundreds of thousands of rail passengers. Members of the Aslef union have walked out in an ongoing dispute over changes to the role of conductors. In other news, Citizens Advice’s response
Read MoreCitizens Advice responds to DWP review of pensions auto-enrolment
12 December 2016 Citizens Advice says it is good news that the Department for Work and Pensions’ (DWP) review of auto-enrolment will look at how self-employed people can be helped to save for their retirement, as well as whether people with multiple low-income jobs falling below the auto-enrolment threshold are missing out on the opportunity
Read MoreTop News 12th December 2016
12 December 2016 Good morning, Prime Minister Theresa May is understood to be considering plans to allow councils in England and Wales to increase council tax to fund the social care system. It follows warnings that the system could “topple at any moment” leading to pressure on the NHS if patients cannot be released from
Read MoreTop News 9th December 2016
Friday 9 December 2016 Good morning, Conservative candidate Caroline Johnson has won the Sleaford and North Hykeham by-election. Dr Johnson won 17,570 votes, beating UKIP’s Victoria Ayling, who had 4,426. Labour were fourth behind the Liberal Democrats. National Rent to own sector Interview with Matt Upton You and Yours, 08/12/2016 Matt Upton was interviewed
Read MoreChristmas posting tips 2016
Thursday 8th December 2016 Christmas is busier than ever for the post service, with more consumers buying gifts online. Citizens Advice wants to help you get the most from the post this year, and make sure you know your rights when Christmas shopping online and sending gifts. Every local Citizens Advice in England and Wales
Read MoreTop News 7th December 2016
Wednesday 7 December 2016 Good morning, Tom McInnes, Head of Data Analysis, made his media debut for Citizens Advice on BBC Breakfast this morning. Tom was interviewed about our latest consumer advice trends report which reveals people experienced 4.8 million parcel delivery problems in 2015/16. We found that people on average spent two and
Read MoreTop News 6th December 2016
Tuesday 6 December 2016 Good morning, England’s railway network is set to be overhauled under new plans from the Transport Secretary. Chris Grayling has suggested that each rail franchise could be run by teams that are made up of representatives from both the train operating company and Network Rail. He said the changes would
Read MoreShoppers will spend two and a half hours sorting out a delivery problem this Christmas
7 December 2016 Consumers could lose up to £30 per failed delivery People whose delivery is late, turns up broken or doesn’t arrive at all spend on average two and a half hour sorting out the problem, reveals Citizens Advice. With the busiest shopping period of the year in full swing the national charity’s latest
Read MoreTop News 5th December
5 December 2016 Good morning, The CMA has heeded calls from Citizens Advice to investigate the care home sector after it identified a number of shortfalls with their financial practices. Citizens Advice has been asking the CMA to conduct an investigation for ten months after it found a number of people were being hit
Read MoreBroadband customers left out of pocket while suppliers are compensated
4 December 2016 Citizens Advice says Digital Economy Bill needs to deliver automatic compensation for delays Citizens Advice has branded the compensation system in the broadband market ‘deeply unfair’ as customers have to fight for a payout whereas suppliers are given it automatically. Suppliers are typically paid compensation by Openreach for each day that there
Read MoreCitizens Advice responds to launch of CMA investigation into care homes
2 December 2016 Citizens Advice has welcomed the Competition and Markets Authority’s (CMA) market study into the care and nursing home market. The national charity called for the CMA to investigate the care home market after its research found people were getting shock bills, having as little as a week’s notice about fees going up,
Read MoreTop News 2nd December 2016
2 December 2016 Good morning, The Liberal Democrats have won the Richmond Park by-election sparked by Zac Goldsmith’s resignation over the Heathrow expansion. Lib Dem Sarah Olney – who campaigned on the issue of Brexit – overturned Mr Goldsmith’s 23,015 majority to win the seat. The former Tory MP voted to leave the EU. National
Read MoreCitizens Advice responds to E.ON price freeze
1 December 2016 Citizens Advice has responded to energy supplier E.ON freezing the price of its standard tariff until April 2017. Gillian Guy, chief executive of Citizens Advice, said: “Now that half of the six largest energy suppliers have frozen prices for standard tariff customers all eyes are on the other three. “The savings that
Read MoreWinter price freezes from British Gas and SSE should “lead the way”
1 December 2016 Citizens Advice has today said that large suppliers should hold off raising standard tariff rates this winter, following price freezes announced by British Gas and SSE. Gillian Guy, chief executive of Citizens Advice, said: “A winter price freeze will provide some relief to people paying a steep price for the standard tariff.
Read MoreTop News 1st December 2016
1 December 2016 Good morning News research from Citizens Advice on care home fees is featured in the Daily Telegraph. The ‘Taking greater care’ report finds that tens of thousands of pensioners and their families are hit by unexpected charges. This can include management fees and phone charges which can cost thousands of pounds. The
Read MoreTop News 29th November 2016
29 November 2016 Good morning Citizens Advice’s Chief Executive, Gillian Guy, appeared on BBC News at One and Six and ITV’s Evening News yesterday calling for reform of the rent to own sector. It follows new research published yesterday by Citizens Advice highlighting a range of problems with the market – such as high
Read MoreCitizens Advice response to Ofcom’s plan to separate Openreach from BT
29 November 2016 Citizens Advice has described Ofcom’s plans to legally separate Openreach from BT as decisive action in response to problems experienced by consumers. Citizens Advice Chief Executive Gillian Guy said: “Broadband is not a luxury – it is an essential service. “People rely on the Internet for everyday tasks. And with more and
Read MoreFCA review “opportunity” to protect more high cost credit customers
29 November 2016 Rent to own services, logbook loans and guarantor loans should be included in the FCA’s payday loan cap – and new rules introduced to provide added protections for customers including full checks to make sure people can afford to pay back what they have borrowed says Citizens Advice. The Financial Conduct Authority
Read More29th November 2016
Tuesday 29 November 2016 Good morning, Citizens Advice’s new report on the rent to own sector was featured across the BBC this morning with Matt Upton interviewed on BBC Breakfast and James Plunkett on 5 live. Citizens Advice case study, Dawn, ho has bought several essential items through rent to own agreements was also
Read More28th November 2016
28 November 2016 Good morning, To mark the start of National Consumer Week, Citizens Advice is releasing new research showing that some shoppers are stuck with broken electrical items because retailers refuse to give them redress. The campaign aims to help people better understand their consumer rights and is featured today in the Daily
Read MoreShoppers stuck with faulty electrical items urged to use their consumer rights
28 November 2016 2 in 3 people had a problem with faulty electrical goods in the last 2 years Shoppers with faulty TVs, mobile phones and household appliances are being refused repairs and refunds leaving them stuck with items that don’t work, says Citizens Advice. The survey carried out for Citizens Advice reveals that two-thirds
Read MoreCitizens Advice responds to GB Energy Supply going out of business
26 November 2016 Ofgem has announced that GB Energy Supply has ceased trading and that it will be finding a new supplier for the firm’s 160,000 customers. Citizens Advice Director of Energy Victoria MacGregor said: “Although GB Energy Supply has gone out of business, customers don’t need to worry. This shouldn’t affect their gas and
Read MoreTop News 25th November 2016
Friday 25 November 2016 Good morning, Due to some technical glitches we have been unable to send out Top News for the past few days but we’re now back up and running. Please scroll down to see a roundup of all the coverage from the Autumn Statement. In other news, Citizens Advice released its
Read MoreAutumn Statement “tackles some of the problems facing struggling families”
23 November 2016 Citizens Advice has this afternoon responded to the Chancellor Philip Hammond’s Autumn Statement. Gillian Guy, Chief Executive of Citizens Advice, said: “This Autumn Statement tackles some of the problems facing struggling families. “It is good that government is willing to take action on failing consumer markets, including energy and letting agents, and
Read MoreTop News 24th November 2016
Thursday 24 November 2016 Good morning, There was excellent news in the Chancellor’s Autumn Statement yesterday, as it was announced that the government has listened to our calls and is banning letting agency fees. In our response to the Autumn Statement Citizens Advice also welcomed moves to tackle pension cold calling, the failing retail
Read MoreTop News 23rd November 2016
Wednesday 23 November Good morning, The Chancellor, Philip Hammond, will deliver the Autumn Statement today. He is expected to announce a ban on letting agents and our response welcoming this move is covered by the BBC and FT online. Data from Citizens Advice showing that letting agents charge £337 on average is also covered
Read MoreGovernment right to help renters and those on living wage in Autumn Statement
22 November 2016 Citizens Advice responds to news that through the Autumn Statement the government will: ban letting agent’s fees strengthen minimum wage enforcement and increase the National Living Wage to £7.50 an hour The charity has called for a ban on letting agent fees as well as increased enforcement on employment rights. Citizens Advice
Read MoreCitizens Advice briefing – the challenges facing families who are just about managing
22 November 2016 In a new study Citizens Advice reveals the challenges faced by just about managing families and says many of the problems are ‘fixable’. The report is based on new analysis of the problems faced by the 700,000 working people helped by Citizens Advice between October 2015 and September 2016. It identifies the
Read MoreTop News 22 November 2016
Tuesday 22 November Good morning, Ahead of the Autumn Statement tomorrow, Gillian Guy is quoted in a Guardian article looking at the Chancellor’s options for changing Universal Credit. Gillian says that to ensure people can get the most from their income, cuts to work allowances should be reversed. The article also includes data from
Read MoreTime to think again on cuts to ESA, says Citizens Advice
17 November 2016 The government should consider pausing its planned cut to the Work Related Activity Group (WRAG) of Employment and Support Allowance (ESA) until improved job support is in place, Citizens Advice has said today. The national charity says that the Chancellor could use the Autumn Statement next week to put on hold the
Read MoreClearer broadband speeds on adverts will help people compare prices
15 November 2016 The Financial Conduct Authority’s (FCA) has agreed a 1% cap on early exit charges for people taking money out of their pension pots. Citizens Advice called for a cap on exit charges as people had reported to the charity that, not only did they find fees and charges confusing, they also put
Read MoreCap on pension exit fees will provide clarity for savers
15 November 2016 The Financial Conduct Authority’s (FCA) has agreed a 1% cap on early exit charges for people taking money out of their pension pots. Citizens Advice called for a cap on exit charges as people had reported to the charity that, not only did they find fees and charges confusing, they also put
Read MoreCitizens Advice says it is “fundamentally unfair” that energy firms are charging much higher prices for standard tariff
10 November 2016 The Post Office can play a vital role in helping customers affected by bank closures, says Citizens Advice, as it responds independent review of the ‘Access to banking protocol’ published today by Professor Russel Griggs. The review sets out a number of recommendations for how banks can better engage with customers affected
Read MoreCitizens Advice responds to independent review of the ‘Access to Banking Protocol’
3 November 2016 The Financial Conduct Authority (FCA) has today announced that it will undertake work on arranged and unarranged overdrafts as part of a series of measures to improve competition in the current account market. This follows recommendations proposed by the Competition and Markets Authority (CMA) as part of its investigation into retail banking.
Read MoreCitizens Advice response to Financial Conduct Authority announcement on overdrafts
3 November 2016 The Financial Conduct Authority (FCA) has today announced that it will undertake work on arranged and unarranged overdrafts as part of a series of measures to improve competition in the current account market. This follows recommendations proposed by the Competition and Markets Authority (CMA) as part of its investigation into retail banking.
Read MoreCitizens Advice response to Financial Ombudsman Service complaints
3 November 2016 The Financial Ombudsman Service’s latest quarterly complaints data shows a rise in issues with payday loans. Between, April and September 2016, the Ombudsman received over 5,000 payday loan complaints, compared to 3,200 between April 2015 and March 2016. There has also been a rise in hire purchase complaints made to the Ombudsman
Read MoreWork capability assessments need to be ‘fair, consistent and right first time’
30 October 2016 Citizens Advice says that the health and work Green Paper offers the government the opportunity to ensure the work capability assessment (WCA) is fair, consistent and right first time. Responding to news that the Green Paper, to be published tomorrow, will look to create a more ‘targeted and personalised’ WCA, the national
Read MoreCitizens Advice calls for strong protections for people hit by mobile ‘not spots’
29 October 2016 Mobile phone users who persistently get a bad signal should be allowed to leave their contract early without having to pay a penalty fee, says Citizens Advice. Responding to a report from MP’s which reveals that 17million people have poor mobile phone receptions in our own homes, the national charity said consumer
Read MoreCitizens Advice responds to tribunal ruling on Uber drivers’ employment status
28 October 2016 Clearer rules are needed to decide whether someone is an employee, a worker or self-employed, says Citizens Advice. Responding to the verdict of an employment tribunal case brought against Uber by a group of its drivers – which has today ruled that the Uber drivers who made a tribunal claim are “workers”
Read MoreCitizens Advice responds to Co-operative Energy paying £1.8m for customer service failings
27 October 2016 Co-operative Energy has agreed to pay £1.8 million to its customers because it let them down in resolving complaints, call handling and billing processes. Co-operative Energy worked with Ofgem to resolve these problems after Citizens Advice raised concerns about rising numbers of customer complaints, following the introduction of a new billing system
Read MoreResearch and Campaigns Newsletter
28th October 2016 Big Energy Saving Week starts on Monday Are you ready for Big Energy Saving Week 2016? It starts on 31 October and together we’re putting on even more local events than last year to help people save money on their energy bills. There are still lots of ways you can take part:
Read MoreThe equality and diversity newsletter
Equality now – Citizens Advice equality and diversity newsletter Dear Colleges Equality strategy updates Citizens advice updates Network updates Dates for your diary On twitter Dear colleagues Welcome to this month’s edition of Equality Now. We’ve continued to celebrate Black History Month and throughout October staff and volunteers took part in an array of
Read MorePrivate renters in poor quality homes face £1,000 higher costs to heat their homes
27 October 2016 Three quarters of a million private renters are stuck in the coldest and draughtiest homes, new Citizens Advice analysis reveals. To heat their homes to a comfortable standard, these tenants face spending £1000 more than the national average on their energy bills – but are reliant on landlords to make cost-saving improvements.
Read MoreCitizens Advice responds to Business, energy and industrial strategy committee investigation into rights and treatment of non-permanent staff
26 October 2016, Citizens Advice has today responded to news that MPs have launched an inquiry into pay and working conditions in the UK to reflect growing concerns about the rise of casual employment, agency work and the informal gig economy. Citizens Advice Chief Executive Gillian Guy said: “It is good MPs are to shine
Read MoreCitizens Advice responds to £4.6m Vodafone fine
26 October 2016 Today Ofcom has fined telecoms firm Vodafone £4.6m after carrying out 2 investigations which uncovered mis-selling, inaccurate billing and poor complaints handling. Gillian Guy, Chief Executive of Citizens Advice, said: “Vodafone let down its customers leaving many out of pocket.” “It is good that as a result of Ofcom’s action Vodafone customers
Read MoreCitizens Advice responds to changes to the energy supplier Priority Services Register
25 October 2016 The energy regulator Ofgem has today announced changes to the Priority Services Register (PSR). More people will be eligible for help under the scheme, including customers with mental health problems and people with injuries. The PSR identifies vulnerable people who would benefit from extra support from their energy supplier – including getting
Read MoreNew national service supports witnesses at home before trial
18 October 2016 Children and victims of domestic abuse giving evidence as witnesses in court are among those who will now be able to get support before, during, and after a trial; Citizens Advice reveals today. The national charity, which provides free practical and emotional support for witnesses in all criminal courts across England and
Read MoreNew energy industry standards for vulnerable prepayment meter households
14 October 2016 The energy industry has launched a new set of principles to help protect prepayment customers. Citizens Advice worked with Energy UK to make sure the new standards support the most vulnerable prepayment meter customers at risk of self-disconnecting because they are unable to top up their meter. The principles include commitments by
Read MoreCitizens Advice responds to Prime Minister Theresa May’s speech
5 October 2016, Citizens Advice has welcomed the Prime Minister’s focus on changes which can make a real difference to struggling households. In her closing speech at Conservative party conference Theresa May made commitments such as protecting and enhancing employment rights, and criticised businesses which let consumers down. Gillian Guy, Chief Executive of Citizens Advice,
Read MoreGreen paper “an opportunity to link up health and welfare” says Citizens Advice
4 October 2016 Citizens Advice responds to the Secretary of State for Work and Pensions Damian Green speech and the announcement of a joint green paper with the Department of Health. Citizens Advice Chief Executive Gillian Guy said: “1.4 million disabled people and people with long term health conditions want a job but don’t have
Read MoreDebt problems with high cost credit products on the rise as payday loan issues fall
27 September 2016 Citizens Advice says cap on payday loans should be extended to other high cost credit More and more people are struggling with debts for guarantor loans and rent to own credit products, Citizens Advice reveals today. The charity says there has been a shift in the high cost credit market as the
Read MoreFailing consumer markets undermine government attempts to improve household finances
23 September 2016 People losing £23bn a year – an average of £446 per person – as consumer markets fail Key government attempts to improve household finances such as increasing the income tax threshold and raising wages are being undermined by companies who let down consumers and rip people off, according to a major new
Read MoreCitizens Advice responds to E.ON fine
22 September 2016 Citizens Advice responds to E.ON being fined for customer service failings. Gillian Guy, Chief Executive of Citizens Advice, said: “There is no excuse for poor customer service.” “When someone doesn’t turn up at an agreed time to fix a fault or take a meter reading it can be a real inconvenience and
Read MoreEnergy firms “must learn from mistakes” says Citizens Advice
22 September 2016 Ofgem’s new report on energy supplier complaint handling reveals that consumer dissatisfaction has increased. Customers are unhappy with energy firms’ lack of communication and the time it takes to get problems resolved. Gillian Guy, Chief Executive of Citizens Advice said: “Too many people continue to face woeful customer service from their energy
Read MoreCouncil tax arrears biggest debt problem seen by Citizens Advice in Wales
21 September 2016 Council tax arrears is now the largest debt issue seen by the Citizens Advice network in Wales representing 13 per cent of all debt issues. A new report from Citizens Advice Cymru; Fairness for all – Improving council tax debt collection in Wales highlights the findings of research undertaken to better understand
Read MoreCitizens Advice welcomes FCA action on “unfair” payday lender behaviour
19 September 2016 The Financial Conduct Authority has ordered payday lender CFO Lending to pay back £34m in redress to 91,000 customers because of “unfair practices”. The watchdog uncovered a number of failings at the firm including the misusing of customers’ bank details to take payments without permission, and inaccurate loan balances resulting in some
Read MoreCitizens Advice response to Ofwat proposals for competition in water market
19 September 2016 Citizens Advice has responded to proposals from Ofwat, the water regulator, to open up the energy market to competition between firms. Currently, households have no choice in which water company supplies them. Under the proposals, firms could buy water in batches from existing providers and sell it on to households; potentially in
Read MoreCitizens Advice response to government’s “Transforming Our Justice System” plans
15 September 2016 Citizens Advice has today said it is right that vulnerable witnesses of crime should be allowed to give their evidence before a trial where possible. The government has announced a joint paper, “Transforming Our Justice System”, which outlined plans to allow victims and witnesses to pre-record their evidence and cross-examination which will
Read MoreCitizens Advice responds to Ofgem prepayment meter proposals
14 September 2016 Ofgem has today announced new proposals to cap charges imposed by energy suppliers on customers who have fallen into debt. Gillian Guy, Citizens Advice Chief Executive, said: “Warrant charges can make it harder for people struggling with gas and electricity debts.” “Not only do they have to face the extra costs of
Read MoreCitizens Advice responds to logbook loans report from the Law Commission
12 September 2016 Citizens Advice supports the recommendations from the Law Commission’s report on logbook loans including protections for people who buy a second-hand car not knowing there is a logbook loan associated with it. Gillian Guy, Chief Executive of Citizens Advice, said: “Patchy and outdated laws on logbook loans have failed borrowers and consumers.”
Read MorePeople want job security as well as decent pay – says Citizens Advice
8 September 2016 As the ONS publishes new figures showing 900,000 people are on zero-hour contracts, Citizens Advice highlights how having a steady job is just as important to people as earning a decent wage. It also says the government could consider requiring businesses to disclose how many staff they have on different types of
Read MoreCitizens Advice response to CPS annual report on violence against women and girls
6 September 2016 The Crown Prosecution Service has today published its annual report on violence against women and girls. The report reveals that last year the number of offences against women, including domestic abuse, rape and sexual assaults, reached a record level, rising to 117,568 in 2015-6. Citizens Advice Chief Executive Gillian Guy said: “In
Read MoreComplaints gap widens between energy suppliers
1 September 2016, The gap between how well the best and worst performing energy suppliers are at dealing with customer complaints is the widest on record, Citizens Advice reports. Extra Energy performed 80 times worse than the best performing supplier SSE, according to the charity’s latest energy complaints league table. Citizens Advice publishes the
Read MoreCitizens Advice responds to Select Committee report on pregnancy and maternity discrimination
31 August 2016 Citizens Advice has responded to the Women and Equalities Committee’s report on pregnancy and maternity discrimination. Gillian Guy, Chief Executive of Citizens Advice, said: “Thousands of pregnant women and new mothers continue to face discrimination at work.” “In the last two years Citizens Advice has helped with 58% more maternity leave problems.
Read MorePayday lenders still failing to carry out credit checks on all borrowers
29 August 2016 Some payday lenders are still failing to carry out basic checks to make sure borrowers can afford to pay back their loans, new Citizens Advice research has uncovered. Over a quarter of payday loan borrowers (27%) who responded to a survey by Citizens Advice said they were not, or could not remember
Read More1 in 8 using pension freedoms face unexpected tax or welfare losses
25 August 2016 New Citizens Advice research reveals 3 in 10 people using pension freedoms put retirement savings in a bank account. People accessing their retirement savings are being caught out by unexpected taxes and welfare reductions, reveals research from Citizens Advice. The new figures reveal that overall 9% of people had unforeseen tax problems
Read More3 in 5 people taking money out of their pension have no plans for costs of care
23 August 2016 3 in 5 people who have taken money out of their retirement savings under the pension freedoms have not planned for how they would meet any future care costs, according to new research from Citizens Advice. A survey of over 500 people who have accessed their pension since freedoms were introduced in
Read MoreCitizens Advice publishes new analysis on maternity leave problems
22 August 2016 Citizens Advice today publishes new analysis looking at problems women have with maternity leave, including the most common issues they turn to local Citizens Advice for help with: Redundancy after they tell their employer they are pregnant or while on maternity leave. Health & safety assessments inadequate or not carried out. Hours
Read MoreConsumers still paying well over the odds for energy
⌚19 August 2016 Citizens Advice responds to new evidence from price comparison website Energy Helpline which finds that customers who remain loyal to their energy supplier pay on average £300 a year more than they need to on energy bills. The national charity and consumer body has a free price comparison tool and publishes data
Read MoreCitizens Advice responds to smart meter IT delay
⌚17 August 2016 Citizens Advice responds to today’s government announcement that a communications system which will link smart meters to energy suppliers will not be ready until Autumn. The system, a key IT project that will support the 2020 roll-out of smart meters, was supposed to be switched on today (Wednesday 17 August). Gillian Guy,
Read MoreSuppliers must refund customers who were overcharged
15 August 2016 Citizens Advice has responded to an announcement that thousands of energy customers may have been incorrectly billed due to problems with their meter set up. Gillian Guy, Chief Executive of Citizens Advice, said: “Energy customers shouldn’t have to pay for the mistakes of suppliers.” “Errors like this are unacceptable – accurate bills
Read MoreCitizens Advice responds to CMA banking investigation
9 August 2016 The Competition and Markets Authority (CMA) has today published the final report in its retail banking market investigation. Citizens Advice helps people with 55,000 overdraft debt problems a year and knows high fees can make it impossible for many to pay down their debts. Gillian Guy, Chief Executive of Citizens Advice, said:
Read MoreDebt restricting people’s life chances
8 August 2016 High levels of debt make people less likely to move house, apply for a new job or start a business, according to major new research which exposes the ways excessive debt damages life chances. The landmark study by Citizens Advice – which helps more than 350,000 people a year with debt problems
Read MoreStatement on Citizens Advice call costs
9 August 2016 Michele Shambrook, Director of Operations at Citizens Advice said: “Citizens Advice helped 2.7 million people last year through our range of advice services.” “As a charity we’re committed to making our advice as accessible as possible and provide free advice through face-to-face appointments, email, web chat and online.” “We delivered on our
Read MorePeople with poor mental health twice as likely to be behind on bills
⌚ 5th August 2016 People with mental health problems are twice as likely to be behind on their bills, Citizens Advice reveals as part of a major new study on the wider social impacts of unmanageable debt. The landmark new report – which looks at the link between excessive debt and social mobility – uncovers
Read MoreCitizens Advice responds to interest rates cut
⌚4 August 2016 Citizens Advice has today called for creditors to pass on the cut in interest rates announced by the Bank of England, to take the pressure off people in debt. The Governor of the Bank of England Mark Carney today announced that interest rates will be cut from 0.5% to a record low
Read MoreEmployers and government must do more to close health and disability employment gap
⌚3 August 2016 Disabled people or those with a health condition are more than twice as likely to fall out of work in any given year compared with people who are not not disabled or do not have health problems, reveals new analysis from Citizens Advice. Research published today by the national charity finds they
Read MoreCitizens Advice responds to FCA PPI deadline
⌚2 August 2016 The Financial Conduct Authority has today indicated it wants to set a June 2019 deadline for people to make claims over mis-sold payment protection insurance (PPI). Citizens Advice, which launched a super-complaint into PPI mis-selling back in 2005, said it supports a deadline. The charity helped people with 4,000 PPI issues in
Read MoreResponse to Public Accounts Committee report on HMRC
27 July 2016 As HMRC improves its digital services it needs to carefully plan its resources to meet demand for its phone line and avoid long call queues, Citizens Advice has said today. The Public Accounts Committee (PAC) of MP’s has warned that plans to cut the number of staff at HMRC by a third by 2021 could
Read MoreBournemouth scam hotspot of the country, says Citizens Advice
⌚27 July 2016 Bournemouth residents report more scams than people in any other area in England and Wales, says Citizens Advice. Analysis of 5000 scam cases reported to the consumer champion between January and March 2016 reveals the areas where people are most likely to report a scam, and the different ways scammers target their
Read MoreCitizens Advice responds to FCA report on credit card market
⌚26 July 2016 Today, Citizens Advice responds to the Financial Conduct Authority’s final findings report on the credit card market. Citizens Advice Chief Executive Gillian Guy, said: “Too many people are paying over the odds for their credit card debts.” “Paying off the minimum amount on credit card bills each month means people are stuck
Read MoreHoliday problems on the rise as people don’t get what they’ve paid for
22/07/2016 Flights that don’t exist, hotels next to rubbish dumps and cancelled transfers leaving people stranded are just some of the problems making people’s holidays a misery, says Citizens Advice. New figures from the national charity reveal a rise in people seeking advice about holiday and travel matters. The Citizens Advice consumer service helped with
Read MoreAlmost a quarter of couples spiral into debt to fund their wedding
20th July 2016 Couples face so much pressure to have a dream wedding that 23% are prepared to borrow substantial amounts of money in order to fund a lavish event. Research from the Debt Advisory Centre has found that around £3,800 constitutes the average loan taken out by couples who borrow in order to fund
Read MoreCitizens Advice responds to collective action case against MasterCard
⌚6 July 2016 Citizens Advice has responded to a case against MasterCard, where the company is accused of imposing anti-competitive card charges which were then passed on to consumers. Gillian Guy, Chief Executive of Citizens Advice, said: “Consumers must be compensated when they are let down by businesses.” “Britain’s new class action powers – recently
Read MoreBogus investments costing victims £20,000
⌚1 July 2016 Investments in fake diamonds, bogus stocks and shares and fine wines that don’t exist are costing scam victims an average of £20,000 each, reveals Citizens Advice. Analysis of 5,000 scams reported to the consumer champion between January and March 2016 show how fraudsters are conning savers and investors out of thousands of
Read MoreScam Awareness Month
We’re taking part in Scams Awareness Month 2016. Find out more by visiting the Citizens Advice website today.
Read MoreBrexit – how it affects you
29/06/2016 The UK public has voted to leave the EU. This means it’s likely that some laws will change in the future – but not immediately. Everything will stay the same until new laws are made. If you’re an EU citizen living in the UK, your rights to live, work or get benefits won’t change
Read MoreCitizens Advice reviews CMA energy report
Citizens Advice responds to CMA energy investigation Today 07:13 Citizens Advice has responded to the final report from the Competition and Markets Authority’s (CMA) two-year investigation into the UK energy market. Gillian Guy, Chief Executive of Citizens Advice, said: “This investigation was intended to make the energy market work for consumers. “It’s good the CMA
Read MoreEmployment tribunal fees price out Employees
People being “priced out” of challenging employers by employment tribunal fees 20 June 2016 Citizens Advice has today said that, at their current level, employment tribunal fees are making it unaffordable for many people to challenge employers who break the law, such as by discriminating against them or withholding their wages. The Justice Select Committee
Read MoreOutrage as poor dental treatment leads to extra charges
Patients hit by extra charges after poor dental treatment 17 June 2016 Patients are paying to fix damage caused to their teeth by dentists despite rules which say dentists should pick up the costs if they are at fault, finds Citizens Advice. The national charity helped people in England and Wales with 4,000 dental care
Read MoreRecord number of Pensioners turn to Citizens Advice
Surge in people seeking help from Citizens Advice with their pensions 15 June 2016 The number of people seeking help with pensions from Citizens Advice has doubled in the last year, according to new figures from the charity. Citizens Advice helped people with 12,898 issues related to personal pensions in the last year, compared to
Read MoreMillions of people in insecure work
4.5 million people in insecure work, reveals Citizens Advice 13 June 2016 Four and a half million people in England and Wales are in insecure work, reveals new analysis by Citizens Advice. The national charity says insecure work – where people don’t have regular hours or predictable shifts – means many find it impossible to
Read MoreExcessive charges deter Pensioners from choosing better products
People not shopping around under the pension freedoms, reveals Citizens Advice 10 June 2016 Seven in 10 people who have accessed their pension since new freedoms were introduced didn’t shop around for different products, reveals new research by Citizens Advice. In a report out today, the national charity finds a quarter of consumers (24%) who
Read MoreDebt decisions lead to major upheaval
People putting themselves at risk by debt decisions 8 June 2016 People are placing themselves at greater risk of losing their home, visits from bailiffs and even prison by paying off consumer credit debts before other priority debts, warns Citizens Advice. New evidence from the national charity reveals 28% of people would prioritise consumer credit
Read MoreExtra Energy records worst ever score in complaints league table
Extra Energy has delivered the worst performance for its handling of customer complaints, according to Citizens Advice’s latest energy supplier league table which measures how effectively customer complaints are dealt with by energy companies. The company came bottom of the consumer champion’s league table for January to March 2016. There were 1,682 complaints per 100,000
Read MoreCMA maximum charge on unarranged overdrafts good news for consumers
Citizens Advice has responded to a Competition and Markets Authority (CMA) recommendation for a monthly limit on unauthorised overdraft charges. Gillian Guy, Chief Executive of Citizens Advice, said: High overdraft charges can quickly push people into cycles of dangerous debt. We help people with 55,000 overdraft debt problems a year – in some cases consumers
Read MoreMillions are missing out on the financial security of a pension
People on low incomes and self-employed workers should be encouraged to save for their retirement, says Citizens Advice. Responding to the Work and Pensions Select Committee’s (WPSC) report on automatic enrolment, the national charity welcomed recommendations to help people on low incomes and the self-employed save into a pension. Gillian Guy, chief executive of Citizens
Read MoreResponse to National Audit Office report on HMRC
Citizens Advice has today said that people left waiting on the phone to speak to Her Majesty’s Revenue & Customs (HMRC) are in some cases at risk of getting into debt because of the cost of the call or the wait means they miss tax deadlines. The National Audit Office (NAO) has today released a
Read MorePIP ‘still causing misery’ for thousands, says Citizens Advice
Over 500 people a day have turned to Citizens Advice for help with Personal Independence Payments since the start of 2016, the charity reveals. In the past 12 months almost 125,000 people sought help with the sickness and disability benefit from their local Citizens Advice, up 36% on the year before. A significant minority- 13%
Read MoreChorley VCFS Network and Volunteering Celebration
Volunteers are and always will be, an essential part of our community and the Third Sector. These new awards are an annual event, acknowledging and rewarding individual volunteers and teams who have made an outstanding contribution to their community. Volunteering is about people choosing to become involved in the improvement of their surroundings and/or community.
Read MoreNew Budget Tool
A new budgeting tool and content to help clients with their bills is now live on the Citizens Advice website. The new budgeting tool provides: an easy way to get a quick picture of their income and spending habits a detailed breakdown of both advice on cutting expenses where they look too high The next
Read MoreUnscrupulous claims firms ‘preyed’ on PPI victims
Citizens advice responds to a Public Accounts Committee report today showing claims management companies charged victims of the PPI scandal £5 billion. The consumer champion has led the fight against PPI, launching a super complaint 11 years ago. Gillian Guy, Chief Executive of Citizens Advice, said: Unscrupulous claims management companies have preyed on victims of
Read MoreHelp filling in your ESA50 form
We’ve published our new content to help people fill in their ESA50 form on the website. You can find more information by clicking on this link ESA50 form help This brand new content helps people with all the questions in the form, and provides: tips on how to answer the tick box questions depending on
Read MoreCitizens Advice reveals Pension Jargon Baffling Consumers
“Flexi-access drawdown”, “open market option” and “safeguarded benefits” are some of the pension terms most confusing for consumers, reveals Citizens Advice. The national charity, which delivers the face to face channel of Pension Wise, says people would find it easier to understand their pensions if the industry used simple, standard language to describe their products.
Read MoreMillions of energy customers hit by back-bills
As many as 2.1 million households could have been hit by large late bills in the last year because energy suppliers initially undercharged them, Citizens Advice reveals. The consumer champion today exposes the extent of back-billing – when energy firms send a revised bill after undercharging – which can arrive unexpectedly and for hundreds of
Read MoreOver 2 million have problems cancelling subscriptions on credit or debit cards
Two million people across Great Britain have experienced problems cancelling recurring payments which are often used for buying products online like e-book subscriptions or video streaming, finds a new report from Citizens Advice. The study, Locked In: consumer issues with subscription traps, which includes evidence from Citizens Advice and Citizens Advice Scotland, also reveals that
Read MoreDo you have a defined contribution pension?
Do you have a defined contribution pension? This calculator will give you an idea of how much tax you could pay on your whole pension pot #pensionwise See https://www.pensionwise.gov.uk/take-whole-pot form more information
Read MoreDo you know your pension type?
Do you know your pension type? If you have a defined contribution pension and are over 50, you can receive free guidance #pensionwise Visit https://www.pensionwise.gov.uk/pension-types for more information.
Read MorePension Wise Open Day 10th March Fleetwood
Citizens Advice Lancashire West encourages people in Wyre to plan for their future. Citizens Advice Lancashire West is encouraging people over 50, with a defined contribution pension in Wyre to come and learn about their pension options at the Pension Wise Open Day on 10th March 2016 at our Fleetwood office. Pension Wise guiders from
Read MorePeople face difficulties getting emergency help since welfare changes
Confusion about where to turn for help means many people are struggling to get the welfare support they desperately need, says Citizens Advice. The national charity today responded to separate reports on local welfare by the National Audit Office and the Work and Pensions Select Committee. In November 2015 Citizens Advice gave evidence to the
Read MoreUniversal Credit ‘failing to live up to promise’
Citizens Advice today warns that Universal Credit is failing to live up to its promise. As both the Public Accounts Committee and the Institute of Fiscal Studies publish reports on Universal Credit the national charity renewed its call for support for people applying for the new benefit. Last year Citizens Advice helped people with over
Read MoreMisleading broadband adverts hiding true cost of contracts
Misleading adverts are making it too difficult for most people to work out which broadband deal is cheapest, Citizens Advice finds. New research from the national charity reveals over half the population (56 per cent) would be unable to pick out the cheaper deal when comparing broadband ads. Consumers can be left between £7 and
Read MoreFour in five approaching retirement uncertain about value of pension savings
In research out today the national charity finds that over half (59 per cent) of people over 50 say that a key hope for their retirement is to have enough income to support the lifestyle they want, with many also wishing to take holiday, travel and stay active. Yet a quarter (24 per cent) are
Read MoreDomestic abuse cases up 24 per cent, reports Citizens Advice
There has been a 24 per cent increase in the number of people seeking help from Citizens Advice for domestic abuse. Citizens Advice helped over 5,400 people suffering from domestic abuse in the year from October 2014, including 3,000 victims of emotional abuse and 900 victims of financial abuse. The national charity publishes its latest
Read MoreNew year financial health check could save hundreds of pounds a year
Planning finances in the short-term and not shopping around for deals means people could be missing out on hundreds of pounds of savings a year, according to new research from Citizens Advice. As the charity launches its New Year financial health check, the research into people’s finances shows that only one third (31 per cent)
Read MoreViolence worker Bridget honoured with Police Commander’s award
Lancashire Police has honoured Citizens Advice domestic violence worker Bridget Cheyne with a special award for her ‘commitment and passion’ on a number of cases of extreme domestic violence in the Chorley and South Ribble area. Head of Crime, Detective Chief Superintendent Ian Critchley presented her with a Commander’s Commendation certificate at a ceremony at
Read MoreCitizens Advice Lancashire West AGM 2015
John Crompton, Chairman of the Trustee Board, hosted our 2015 Annual General Meeting today at the Samlesbury Hotel near Preston. The event was attended by 40 staff and over 100 volunteers, along with specially invited guests from local organisations.
Read MoreChristmas can cost 72% more on a payday loan
Taking out a payday loan to pay for Christmas could increase costs by almost £600. New analysis from Citizens Advice finds the average spend for Christmas jumps from £821 to £1,413 if paid for with a typical payday loan of three months. As people start putting the finishing touches to their shopping lists, Citizens Advice
Read MoreHow I’ve seen Pension Wise help consumers
I am a Pension Wise Guidance Specialist (and self-confessed pension geek!) When the Chancellor announced his radical changes to pension options in 2014, I was working as an independent financial adviser and my special interest and “unhealthy fascination” was pension options. The budget heralded an immediate and total change to the retirement landscape. The changes
Read MorePension Wise
Pension Wise is a free government service that helps you understand what you can do with your pension pot money. It offers guidance about your options for taking your pension pot(s), and can help you understand the tax implications. It also offers free guidance appointments over the telephone or face-to-face where you can talk through
Read MoreCredit card debts can quickly spiral out of control, warns Citizens Advice
Citizens Advice has responded to a Financial Conduct Authority (FCA) report today outlining the extent of credit card debt in Britain. More than 1.6million people can only afford to make the minimum payments on their credit cards, leaving them racking up interest payments and struggling to get out of debt. Gillian Guy, Chief Executive of
Read MoreOver a third of people could have benefited from money advice when going through a divorce or separation
Millions of people could have benefited from money advice at key times of their lives such as when they have a baby, buy a house, get divorced or fall ill in order to avoid financial problems in the future, finds a new report from Citizens Advice. The national charity reveals almost half of the adult
Read MoreFriends and relatives unknowingly signing up to large debts
Friends and relatives are being saddled with mountains of debt after unknowingly signing up to guarantee expensive loan repayments, Citizens Advice has said. A new report from the national charity warns about guarantor loans – which it says have the potential to be “just as damaging” as payday loans. This type of loan sees a
Read MoreCitizens Advice calls for ‘genuine’ yellow card system for benefit sanctions
Citizens Advice has called for a genuine yellow card system to be introduced for benefit claimants facing a sanction. As the Department for Work and Pensions (DWP) today announced changes to benefit sanctions policy the national charity says that the culture of ‘sanction first, ask questions later’ must end. In the last twelve months Citizens
Read MoreChristmas shoppers urged to use their rights as complaints soar
Faulty goods, misleading claims and substandard services mean Christmas presents fly back on to the shelves in January, according to new figures from Citizens Advice. Analysis by the charity shows that people are more likely to call its Consumer service helpline with complaints about items such as toys, computer games and jewellery in January than
Read MoreIt’s time to talk about abuse
Talk about abuse is a campaign to encourage people to look for signs of domestic abuse among their friends and family, to talk about it, listen and support, and suggest further help. Last year one in every fifteen women, and one in every 33 men experienced domestic abuse at the hands of their partner or
Read MoreNew Consumer Rights Act means simpler, clearer rights for shoppers
The biggest change to consumers’ shopping rights in a decade is upon us as on the 1 October 2015 we saw the New Consumer Rights Act 2015 (The Act) come into force. So if you’re buying goods on the high street or even streaming digital content on your phone, you’ll now be better protected. Six
Read MoreCan we afford to ignore the new self-employed?
Today, Citizens Advice publicly launches its campaign to provide more support to the growing number of self-employed workers, Secure Self-employment. We are marking the launch by publishing a new report Who are the self-employed? exploring the changing profile of self-employed workers between 2005 and 2015. Our new report shows the increased diversity of 2015’s self-employed
Read MoreDoorstep Scams
Scammers commonly target older people for doorstep scams. In fact, 85% of victims of doorstep scams are aged 65 and over according to National Trading Standards. We’ll show you some simple steps that you can take to help you stay safe on your doorstep. Doorstep scams are when someone comes to your door with the
Read MorePost Scams
Scams can come to you by phone, email or post. There are many different types of scams, such as fake lotteries and prize draws, get-rich-quick schemes, bogus health cures, investment scams and pyramid selling, to name just a few. It’s important to note there is a difference between scam mail and legitimate mail sent by
Read MoreBuying a used car – what to look out for
The second most expensive purchase we’ll ever make is a car. But how do we know that the used car we’re about to buy is legal and safe? Watch this video for some advice from the people that know best.
Read MorePeople’s experiences of prepayment meters
In this video we hear from some prepayment meter customers about their experiences using key meters and our experts explain what needs to change in the pay-as-you-go energy market.
Read MoreOnline Scams
Online scams are schemes to con you out of your money using your computer and the internet, either through fake websites or emails. Although there are many ways scammers can get into your computer to steal your identity, there are ways you can protect yourself. (Video courtesy of Cheshire West Citizens Advice)
Read MoreTelephone Scams
New figures published by Financial Fraud Action UK (FFA UK) show a significant rise in the number of consumers who have been targeted by phone scammers over the last year. This type of scam is known as vishing. The research found that 58% of people have received suspect calls. What is a vishing phone scam?
Read MoreWhat’s the best advice you’ve ever been given?
Citizens Advice staff, volunteers and clients share the best piece of advice they’ve ever been given. What’s yours? Share it in the comments below or post it on Twitter with the hashtag #iloveadvice.
Read MorePensions Scams
Pensions are a popular target for fraudsters and scammers. We highlight some of the recent pension scams and how to avoid them. (Video courtesy of Cheshire West Citizens Advice.)
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