Get Advice

Service Update:

Our team are working exceptionally hard to answer queries and help as many people as possible, however, we are an independent charity that has limited resources and is staffed mainly by volunteers. 

Please be aware that there may be up to a 15 working day wait for a response rather than our usual 10 working day wait. 

Please note that if you have already contacted us, your query has been received and we will progress it as soon as possible. If you have not heard from us within 15 working days, please contact us. Otherwise, we kindly request that you leave your query with us – requesting updates or sending repeated queries may contribute to additional delays.

If your situation is urgent, we would advise you to contact other relevant services, such as those listed in this In-Crisis Leaflet (click to access). You can also pick up paper copies of this leaflet from our Advice Shop in the Sovereign Centre.  

Thank you for your patience and understanding. 

You can get in touch with us in the following ways:

Online

Online Contact Form

You can fill in our online contact form to tell us about your query.

We will then get back to you to:

  • Arrange an appointment with an adviser (either face-to-face or over the phone)
  • Or email you with tailored advice
  • Or if we can’t help, we will signpost you to another service that can

 

We aim to respond to all enquiries within 15 working days but it may take longer than this to arrange an appointment. 

Phone

0808 278 7973

You can call us on 0808 278 7973 between 9am and 5pm from Monday to Friday to speak to an adviser over the phone.

If you are unable to speak on the phone or deaf/hard of hearing, you can type 18001 0808 278 7973 and text your query using your textphone or Relay UK app. 

Visit Us

The Sovereign Shopping Centre

You can come and see us at the following address:

Unit 27, The Sovereign Shopping Centre, High St, Weston-super-Mare, BS23 1HL

You won’t be able to speak to an adviser at this location without an appointment. However, our reception team can help you request an appointment or signpost you to another service that can help.

You can also write to us at the same address. 

If you have a query, but do not live or work in North Somerset, we are sorry but we are unable to help you. Instead, please use the Citizens Advice website to find your local office (see the orange box in the bottom right-hand corner of the page). 

Specific Enquiries:

If you have one of the following queries, please contact the numbers listed below as they are best placed to help you with your query:

  • If you need a foodbank voucher, we are a voucher issuer within North Somerset. However, you can also go to the following issuing services: – North Somerset Council, Your GP, The Help Through Hardship helpline – 0808 208 2138 (open 9am-5pm Monday to Friday excluding public holidays) 
  • If you have a consumer query, please contact the Consumer Helpline. You can also find lots of helpful information on our national website, including letter templates 
  • To contact our Macmillan Money and More team, please fill in our dedicated online contact form here. 
  • Crisis and Resilience Fund (Energy Support) – North Somerset Council have provided us with a pot of money to help local residents with their energy costs where they are in financial hardship. To access this help please complete our webform. Please be aware that households can request a maximum of one energy grant voucher per financial year with a value of £98. As part of accessing the fund we will ask you to engage with our service to maximise your income and/or manage your debts, with the aim of helping you to create a sustainable financial situation for the future.  
  • Welfare Provision Scheme – We do not process these requests, please contact North Somerset Council directly. 

How we provide advice

Our Client Agreement explains what you can expect from us and what we expect from you when you get advice from us.

British Sign Language

You can book an appointment with a British Sign Language (BSL) interpreter at any of our locations by email, text relay, or in person.

A series of BSL videos are available on benefits, debt, education, employment and how a Citizens Advice Bureau can help you.

Consumer

You can find consumer advice online, but we also have a Citizens Advice Consumer Service which provides advice on issues around buying goods or services. This includes being treated unfairly by a trader, receiving a poor service or you may want to switch energy suppliers or cancel a contract.


Helpline –  0808 223 1133

Dedicated Services

Data Protection

Our phone and digital services comply with the General Data Protection Regulation (GDPR).

Find out how we store your data.