When you first contact us, whether it be by a visit, telephone call or letter, we will have to get some basic information and take some first steps. We will deal with your problem as quickly as possible. If there is going to be a delay we will explain why and tell you how long you may have to wait. If you don't want to wait we will arrange a suitable time for you to come back.

• We will find out the basic nature of your problem
• We will tell you who will handle your problem
• We will get your basic personal details and ask about your income and any savings
• We will ask about any special needs for confidentiality e.g. not having letters sent to your home
• We will offer you a Benefit Check if needed
• We will check that we are not acting for anyone else

In many cases we will be able, at this point, to deal with your problem completely, either by giving you advice or by taking limited action for you. We will discuss this with you and handle it in the way we agree with you. When this is done we will ask you to sign the details of what we did, give you a copy and the matter will be closed.

If your problem is not one we can resolve immediately we will:

• Advise you of any limits on our ability to act for you (this is very rare but will be fully explained if applies to you - click here to see referral)
• Agree a course of action, ask you to sign the details and give you a copy
• Ask you to sign a form authorising us to act on your behalf
• We will arrange to see or speak to you again if necessary

We will:

• Make sure you have all copies of correspondance
• Discuss with you any changes to the way the case is being handled and give or send you details
• Explain any changes in who is handling your case
• Keep you fully informed of any developments
• Arrange further interviews or meetings as required