Client Service Charter
At Citizens Advice Wirral, we are committed to delivering a quality service that is easy to access, compassionate, and empowering.
Our Client Service Charter outlines our promise to you, what we ask in return, and how we continually strive to improve through our four key themes: Community Engagement, Client Journey, Staff and Volunteer Engagement, and Training and Support.
Our Aim
Our caring and compassionate staff and volunteers are here to provide a holistic service that empowers you to resolve your problems. We achieve this by:
- Delivering tailored, quality advice and support.
- Ensuring our services are accessible to all.
- Offering services through trusted partnerships.
- Continuously improving through evaluation and feedback.
What to expect from us
When you come to us for help, you can trust that we will provide:
- Accessible and inclusive services
- Our services are for everyone, and we work hard to ensure accessibility for all.
- Tailored support
- We listen carefully to your situation and provide advice that’s right for your needs.
- Timely and reliable assistance
- We’ll respond to your enquiries as quickly as possible and notify you promptly if any changes occur to appointments.
- Respect for your privacy
- We handle your information safely and confidentially.
- Connection to the right help
- If we cannot assist you directly, we will connect you with someone who can.
What we ask from you
We’re committed to helping you, and here’s how you can help us provide the best service:
- Open communication
- Share the details of your situation to help us better understand your needs.
- Preparedness
- Be ready and on time for your appointments.
- Collaboration
- Work with us to explore the best solutions for your well-being.
Our commitment to improvement
We strive for excellence and continuous improvement, guided by the following themes:
- Community engagement: Involving the wider community through focus groups to identify gaps in provision and find solutions.
- Client journey: Ensuring smooth and holistic experiences for everyone accessing our services.
- Staff and volunteer engagement: Providing excellent training, equipment, and systems that are fit for purpose while growing our team of trusted volunteers.
- Training and support: Delivering consistent processes and development opportunities to ensure our service is of the highest quality.
Measuring our progress
The Customer Service Steering Group meets three times per year to monitor progress and ensure we remain accountable. Client feedback and community engagement outcomes are reviewed regularly, and updates are shared with our Board of Trustees.
Together, we are building a service that reflects our values, supports our community, and empowers individuals to achieve lasting change.
Cancelling appointments
If you need to cancel an appointment, it’s easy:
- Call our cancellation number – 0151 346 8796
- Leave a message, and we will contact you to reschedule.
We understand that life can get busy and unexpected things happen. If you’re unable to attend your appointment, please let us know as soon as possible. This helps us offer the time to someone else who may need it. Thank you for your understanding and support!
Mutual respect
Our staff and volunteers are here to help everyone, and we treat everyone with respect. No matter who you are or what challenges you’re facing, we’re committed to supporting you. We kindly ask that you show the same respect to our team.