We operate a TRIAGE system for enquiries to streamline our service, in order to be better able to prioritise your enquiry and deal with it more effectively. The TRIAGE system means that, however you contact us, we will look to deal with your enquiry by telephone, e-mail, or video call where possible, but will offer face to face appointments where the circumstances require it. If your enquiry is genuinely urgent, we will try deal with it there and then, or if this is not possible then we will as soon as we can.
Drop-in/Triage
Monday, Tuesday, & Thursday 9.00am - 3.30pm.
You will be asked for your contact and enquiry details and triaged as described above.
Every effort will be made to deal with your enquiry as quickly as we can.
Telephone Call Back Service – 01324 666935
You can make your call anytime. Obviously we cannot answer your call out-with our working hours or when staff & volunteers are busy. We do however offer the option for you to leave a message to request a call back as follows:
After 7 rings (roughly 20 seconds) your call will transfer automatically to our answer machine; where you can leave contact and enquiry details with a view to us calling you back.
You will receive your first call back as soon as we can. If we're busy it will take longer but it will normally be no longer than five working days. If you are not available when we call, we will make a further two attempts over separate days.
Messages are checked daily (except weekends).
If there is a genuine urgency and/or time limit issue, please say so and we will try to prioritise your enquiry.
E-mail Service – [email protected]
- Can be sent at any time.
- All e-mails are checked daily (except weekends).
- Please provide your contact and enquiry details, though be aware it is likely we will have to get back to you for further information.
- We aim to reply as soon as we can and no longer than five working days.
Appointments
- We will provide an appointment if your enquiry requires one, and after initial discussion with an adviser.
Document drop-off
- If you need to hand in any documents please do so on a Mon, Tues or Thurs between 9.00am and 1.00pm.
Alternative advice numbers:
- Advice Direct Scotland for consumer advice - 0808 164 6000
- Shelter for housing advice - 0808 800 4444
- ACAS for employment advice - 0300 123 1100
- Universal Credit Help to Claim service - 0800 328 5644
Visit Advice for Scotland website or the Money Map Tool for detailed information on a wide range of topics, including guidance on benefits, debt, money, work, housing and much more.