Statement on the FCA Consumer Duty

Citizens Advice Lewisham (Charity No. 1075040, Company No. 3038147, Registered Office: Leemore Community Hub, Bonfield Road, London SE13 5EU) is authorised and regulated by the Financial Conduct Authority (FRN: 617652) to provide debt advice, on behalf of Advice Lewisham Advice Partners.

Summary

The FCA’s Consumer Duty requires firms providing regulated financial services — including debt advice — to act to deliver good outcomes for retail clients. In practice, this means treating clients fairly, communicating clearly, avoiding foreseeable harm, and helping clients pursue their financial objectives. This statement sets out how Citizens Advice Lewisham meets this Duty.

Our debt advice service is free, independent, confidential and impartial, and is provided at no cost to the client at the point of delivery. This is central to how we deliver good outcomes under the Duty.

The Consumer Principle and cross-cutting rules

The Duty sets an overarching standard: we must act to deliver good outcomes for clients, and be able to evidence that we are doing so. This is underpinned by three cross-cutting rules, which we apply as follows:

Act in good faith towards clients — our advice is independent of any creditor, lender or commercial interest, and is given solely in the client’s interest.

Avoid causing foreseeable harm to clients — we assess each client’s full circumstances before recommending a debt solution, and do not recommend options that are unsuitable, unaffordable, or likely to cause further hardship.

Enable and support clients to pursue their financial objectives — we help clients understand their options in plain language and support them to make informed decisions, rather than deciding for them.

The four outcomes

1. Products and services

Our debt advice covers the full range of debt solutions (e.g. informal arrangements, Debt Relief Orders, breathing space, bankruptcy) so that recommendations are based on what best suits the client, not a limited menu of options. Advisers are trained and quality-assured through the Citizens Advice network’s Advice Quality Standard.

2. Price and value

Our advice is free at the point of use, so there is no cost-value trade-off for the client. We are funded through grants, partnerships and donations rather than fees charged to clients, removing any incentive to steer clients towards particular outcomes.

3. Consumer understanding

We communicate in plain English, check understanding throughout appointments, and provide information in formats and languages appropriate to the client wherever possible. Clients are given clear, honest explanations of the risks, costs and consequences of each option available to them.

4. Consumer support

We identify and respond to the needs of vulnerable clients, including those experiencing mental health difficulties, financial hardship, disability, language barriers, or other circumstances that may affect their ability to engage with advice. Support is adapted accordingly — for example through longer appointments, home visits, translation support, or referral to specialist services.

Monitoring and evidence

We monitor how well we are delivering good outcomes through:

  • case file reviews and adviser supervision
  • client feedback and satisfaction surveys
  • complaints data and root-cause analysis
  • regular reporting to Trustees
  • outcomes data (e.g. debt solutions achieved, arrears resolved, income maximised)

Where monitoring identifies a risk of poor outcomes, we take corrective action and review relevant policies and training.

Complaints

Clients who are unhappy with the service they have received can raise a complaint in the form of a letter to The Chief Executive Officer or the Chair of the Trustees at the following address:

Leemore Community Hub, Bonfield Road, London, SE13 5EU

or via the wider Citizens Advice complaints process.

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Governance and contact

Overall responsibility for Consumer Duty compliance sits with our Board of Trustees. For questions about this statement, please contact us via Contact Us or on our Enquiry line: 0800 231 5453

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