Our Services

Who we are

Citizens Advice Torridge, North, Mid and West Devon is a local Charity that provides free, independent, confidential and impartial advice on all subjects to members of the local community. We aim to ensure that no-one suffers through lack of knowledge of the rights, responsibilities, and services available to them, or through an inability to express their needs effectively.

The Charity covers half of Devon, serving a population of over 300,000 people with a workforce of around 35 paid staff and over 70 volunteers through a multi-channel service involving face to face, Webchat, email and Adviceline (telephone) services. During the financial year 2022-23 we helped  over 15,000 people with more than 34,000 problems and brought £9.5 million of household income gain into the local communities in which we work.

We hold a membership agreement with national Citizens Advice which includes use of branding, client case management systems and back-office management systems to support the running of the charity and alignment of the national strategy to give high quality advice and information. We are regulated by the Financial Conduct Authority (FCA) and accredited by the Advice Quality Standards (AQS).

In the latest Customer satisfaction survey four out of ten people said that their physical health improved after seeking our help and seven out of ten people said that they felt less stressed, depressed and anxious after seeking our help.

View our Specialist Services
View our Offices

Ways to access advice

Adviceline

0808 27 87 999 (Open 9 – 5 Mon – Fri)

Email Advice

Visit our Email Advice Page
We aim to respond within 2 working days.

Webchat

Webchat advice is available on our national website www.citizensadvice.org.uk
weekdays 9 – 5

FAQs

See our Frequently Asked Questions section for useful self help resources.
https://citizensadvicetnmwd.org.uk/faqs/

Our Offices

We offer drop-in and same day appointments in each of our main locations and some outreaches. See details of each site below.

Our Advice

Our services are available by telephone, email and face to face.

There are a lot of people needing our help at the moment, and that’s why we’re asking everyone who can, to use our online resources for self-help information in the first instance.

Go to www.citizensadvice.org.uk and search through our advice topics, use the a-z search, or type in a keyword in the search bar to find answers to your queries.

If you still need our help, you can contact us by phone and email, or see below for details of our office and outreach locations.

Our postal address is:
Citizens Advice TNMWD 
PO BOX 113 
The Ockment Centre 
Okehampton 
EX20 9BL

What to Expect

Citizens Advice Torridge North Mid and West Devon will provide you with 

  • Confidential advice. We will not tell anyone about your case and will not pass on anything from our records to anyone outside the Citizens Advice service without your permission, unless we are required to do so by law or it is the right and necessary thing to do. Our records are subject to quality checks. We will respect your data protection rights for any information you provide to us. Please ask to see our Privacy Policy if you would like to know more. 
  • Follow-up work. Any follow up work will be agreed between your adviser and you. This may include negotiating on your behalf with other organisations by letter or phone. We will discuss any offer with you before accepting it, unless you have specifically told us what to do. We may be able to offer representation at welfare benefit and employment tribunals or if the case is appropriate and we have the resources and you comply with what we expect from you (see over). 
  • A complaints procedure, if you are not satisfied with the service we have provided. If you wish to complain, please ask for the leaflet which explains how to complain. 

In return, we expect you:  

  • To keep appointments you have made with us or let us know in advance if you can’t make it. 
  • To inform us of any changes in your circumstances which may be relevant to your case. Examples of relevant changes are change of address, birth of a child, additional income 
  • To bring in all the papers relevant to your case which your adviser asks for. This includes notification of court or tribunal dates etc. 
  • Not to take action on your case on your own behalf without discussing it first with your adviser. 
  • To provide written evidence of your income, debts or other financial matters where appropriate. Your adviser will let you know what is needed. 
  • To follow our advice – unless you and your adviser agree you should do something different.  
  • To be honest with us about the circumstances of your case, for instance by telling us about all your debts and income or what led up to your being asked to leave your employment.   
  • To always treat our staff and volunteers with dignity and respect. 

We reserve the right to stop advising you if: 

  • You turn down a reasonable offer from the other party because you wish to take the matter to a tribunal or court hearing. Your adviser will discuss with you whether an offer is reasonable in the circumstances. 
  • You do not follow our expectations listed here. 

We cannot guarantee to take on all cases, even if someone is already a client. We may also have to stop advising you if we believe we cannot make progress on your case for you or there is no further good outcome that can be gained, or if you do not do what we expect of you. 

Appointment Policy:

As an advice charity, we aim to to provide a high quality service to as many people as we can, but our service is always in high demand and many people across Torridge, North, Mid and West Devon need our help.  An important part of our service is to advise clients by appointment.

When clients miss appointments without giving us notice, it can have a serious impact on the service because that appointment slot is unfilled. This reduces the number of clients that we can see and prevents us from helping more people. For that reason, we ask that all of our clients kindly follow the steps below if you cannot attend an appointment.

If you are going to be late for your appointment

When your appointment is arranged, you will be provided with a telephone number for our ‘client services line’ for the purpose of informing us if you wish to cancel or reschedule your appointment. We ask that you let us know with as much notice as possible if you may arrive late to your appointment. Please note that in most cases, we may need to reschedule your appointment for a different day if you are likely to be more than 15 minutes late for your appointment.

If you are more than 10 minutes late to your appointment, we will attempt to contact you by phone, and if we cannot reach you we will ask that you call us on the ‘client services line’ to reschedule your appointment for another day. Please note that we generally offer 1 to 2 hour appointment slots and can only keep to your allotted appointment times. If you arrive late this may impact our ability to deal with your issue entirely within the intended time.

If you cannot attend your appointment

We understand that sometimes other things come up, but we kindly ask that if you are not able to attend your appointment with us, you telephone our ‘client services line’ and leave us a message to let us know with as much notice as possible. This will allow us to offer your appointment to someone else who needs it.

It’s important that our clients understand that we may not always be able to offer another appointment right away. Therefore, if the matter is time sensitive, whilst we will make every effort to see you within the time frame, we cannot always ensure this will happen. It is important that our clients understand this in order to make informed decisions before cancelling an appointment.

If you repeatedly miss appointments, especially without giving us notice, or refuse our advice, we reserve the right to refuse you future appointments regarding the same issue.

If we need to reschedule your appointment

Whilst we make every effort to ensure that you are seen when your appointment is scheduled, there are occasions when we may need to reschedule your appointment because of illness, or other circumstances beyond our control.

If we need to reschedule your appointment we will make every effort to:

  • Contact you as soon as we become aware of the problem. We will always try to telephone you to let you know that there is a problem. This is why it is so important to leave us a telephone number and allow us to leave a voicemail, or offer us an alternative way of getting a message to you.
  • If we cannot reach you by telephone and we have your permission, we will leave a voicemail explaining that there is a problem, with a request that you contact us on our ‘Client services line’ to rearrange your appointment.
  • If we haven’t heard from you by the end of the day, and we have permission to do so, we will notify you by email of the need to reschedule.
  • If we need to reschedule, we will try to offer you another appointment as soon as possible, at the same location as, or one elsewhere if urgency dictates that this is necessary.

We appreciate that your problem may be very urgent and that you may have nowhere else to turn to – for that reason we apologise for any inconvenience that rescheduling your appointment causes you. We will make every effort to support you and ensure you get the advice you need as quickly as possible.

Our Offices

Our Drop-In Services

Please be advised that when open for drop-in services, we only have a limited number of same-day appointments and prioritise these based on need.

Whilst we aim to help as many people as possible. We cannot guarantee you will be seen on the day and you may be asked to call our Adviceline or we will sign post you to other relevant services.

We ask that you be respectful to our staff and volunteers.

Barnstaple

Bridge Buildings
Ground Floor
The Strand
Barnstaple
EX32 8LW

Drop-In details:
Mondays 10.00am - 3.00pm
Wednesday 10.00am - 3.00pm
Fridays 10.00am - 3.00pm

Bideford

Bideford Medical Centre
Abbotsham Rd
Bideford
EX39 3AF

Drop-In details:
Tuesdays 10.00am - 3.00pm
Wednesdays 10.00am - 3.00pm

Crediton

The Lady Mills Centre
Deep Lane
Crediton
EX17 2BX

Face to face services:
Wednesdays
Drop-in 9.30am - 10.30am
Appointments from 11.00am - 3.30pm

To book yourself an appointment please follow the link below:
Crediton Outreach Booking Form

Okehampton

The Ockment Centre
Okehampton
EX20 1AR

Drop-In details:
Tuesdays 10.00am - 3.00pm
Wednesdays 10.00am - 3.00pm
Thursdays 10.00am - 3.00pm

Holsworthy

Holsworthy Training and Business Centre
Western Road
Holsworthy
EX22 6DH

By appointment only.

Ilfracombe

The Ilfracombe Centre
44 High Street
Ilfracombe
EX34 9QB

By appointment only.

Tavistock

Abbey Surgery
28 Plymouth Road
Tavistock
PL19 8BU

Drop-In details:
Mondays10.00am - 3.00pm
Fridays 10.00am - 3.00pm

Tiverton

Tiverton Town Hall
St Andrews Steet
Tiverton
EX16 6PG

Drop-In details:
Wednesdays 10.00am - 3.00pm
Thursdays 10.00am - 3.00pm

Torrington

Torrington Town Council
Castle Hill
Great Torrington
EX38 8AA

By appointment only.

South Molton

The Amory Centre
125 East Street
South Molton
EX36 3BU

By appointment only.
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