Top Tips to Help Us Help You
We are sure you understand that demand for our Advice service is exceptional, and we thank you for your patience. At times our resources in the Bureau are stretched, so to help us help you as quickly as possible, please read through the tips below before contacting us:
When calling in to leave a message or emailing, please give your postcode. If we are not the Bureau for the area you live in, your postcode will help us direct you more quickly to your local Bureau.
Returning your Call
A lot of our fabulous volunteers on Reception had to resign due to Covid, so until we can get new volunteers trained we don’t always have someone available to take calls. If you leave a message on the answer service, we will call you back. Our call will be from an unlisted number. Please do try and answer - we'll try to call you back 3 times within 48hrs of your original call. If we don’t get a response, we simply do not have the resources to keep calling.
Calling for advice on behalf of a relative or friend?
Our advisers can only give general advice to you, but it is always better to talk to the person needing advice. Where this is not possible, our Advisers will explain how you can get the necessary permissions in place from your relative or friend to enable our Advisers to advise you on their behalf.
If you’ve emailed or called and left a message?
Please don’t call if you’ve already emailed OR email if you’ve already called.
This leads to duplication of effort and adds to the time taken to respond to you.
Check your Email folders
If you’ve emailed us, or your adviser is sending you information by email, please check your junk email folder before calling us - you might find our email to you is sitting in your junk mail folder.
Other sources of help:
Citizens Advice Scotland has an excellent webpage which has detailed information on a wide range of topics, including guidance on benefits, debt, money, work, housing and much more. Visit the Citizens Advice website at https://www.citizensadvice.org.uk/scotland/
We also have several helplines manned by Ctiizens Advice Scotland trained Advisers. All are free to call and may be able to answer your enquiry quickly:
Help to Claim Helpline (Universal Credit)
Call Free on 0800 028 1456 - lines open Mon - Fri 8am to 6pm
or start a Webchat with an adviser - go to https://www.cas.org.uk/helptoclaim then click on the 'Chat Available' box
If you are thinking about claiming Universal Credit for the first time, we can help. Our trained advisers working on this helpline can guide you through the process, whether you're looking for answers to quick questions or step-by-step support to make your claim.
Money Talk Team
Call Free on 0800 085 7145 - 1456 - lines open Mon - Fri 8am to 6pm
or start a Webchat with an adviser - go to https://moneytalkteam.org.uk/ then click on the 'Chat Available' box
Support and impartial advice for your own personal circumstances. Find out if you’re eligible for any financial support to maximise your income. Call the helpline and an experienced adviser can check you’re getting all the money you’re entitled to and not paying more for basic services like gas or electricity.
The Scottish Citizens Advice Helpline
Call Free on 0800 028 1456 lines open Mon - Fri 9am to 5pm
Personal one-to-one advice and information on employment, housing, debt, benefits and consumer issues like energy bills