How to prepare for your visit
We provide the guidance you need to make informed decisions about your money and other issues.
First Contact
We do a quick initial assessment to understand your main problem.
Urgent issues are tackled first.
If we can't resolve your problem immediately, we will book an appointment or refer you to a specialist.
Referrals and Signposting
If another organisation is better suited to help, we can pass on your details (referral) or give you their contact information (signposting) with your consent.
We can also provide a list of local solicitors.
Appointments
Full phone or in-person appointments last up to 1 hour.
If appointments are full, our waiting list response time is within 5 working days.
Please tell us if you need to reschedule. Missing two consecutive appointments will result in your case being closed.
Appointment policy
Demand for our service is very high. When appointments are missed without notice, someone else misses out on help.
If you have an appointment, please make every effort to attend.
Running Late?
If you are running late, please call us immediately on 01942 709709.
Up to 10 minutes late: We will try to keep your slot open so you can still be seen.
10–15 minutes late: We may have had to give your slot to someone else, depending on how busy we are.
More than 15 minutes late: We will assume you cannot attend. You will need to come back another day as we must see other clients.
Before you visit
If you haven’t got everything that’s shown, don’t worry! Bring as much as you can find.
Need to Cancel or Change Your Appointment?
Please call 01942 709709 as soon as possible if you cannot make it so we can offer the slot to someone else.
First missed appointment: Call us to reschedule. Please note it may take several weeks to get another slot. If you do not contact us, we will assume you no longer need our help.
Two missed appointments: If you miss a second appointment without letting us know, we will assume you no longer need help. You will need to start again via Adviceline or our Drop-in service, or seek advice elsewhere.
Three or more missed appointments: Repeatedly missing appointments or ignoring advice may result in exclusion from our service. This will only be done in the most serious of circumstances and we will always notify you in writing if we intend to do this.
If We Need to Change Your Appointment
If an adviser is unwell or an emergency happens, we may need to reschedule your time. If this occurs, we will:
Call you as soon as possible (or leave a voicemail asking you to call us back on 01942 709709).
Send a text, email, or letter if we cannot reach you by phone.
Offer you a new appointment at the same venue or another location as quickly as possible.
Please ensure we have your up-to-date phone number so we can reach you.
Feedback and Complaints
We welcome your feedback to help us improve.
By post: Write to Citizens Advice Wigan Borough, Suite 2.1 Magnum House, 33 Lord Street, Leigh, WN7 1BY. We will investigate and reply in writing.
In person: If you find writing difficult, visit our walk-in service and a member of staff will take down your feedback for you.