At Citizens Advice Bury & Bolton, we are committed to providing high-quality, independent and free debt advice that supports people to make informed decisions about their finances.

The Financial Conduct Authority (FCA) Consumer Duty sets standards for organisations delivering regulated financial services. It requires firms to act in ways that support good outcomes for consumers and to place customers’ needs at the heart of their services.

The Duty became fully effective in July 2024 and reinforces our longstanding commitment to treating people fairly, providing clear information, and ensuring our services remain accessible and effective.

The Consumer Duty is built around three key principles. Organisations must:

• Act in good faith towards consumers.
• Avoid causing foreseeable harm.
• Enable and support consumers to pursue their financial objectives.

The Duty also focuses on four key outcomes:

• Products and services.
• Price and value.
• Consumer understanding.
• Consumer support.

Together, these principles help ensure people receive services that meet their needs, are communicated clearly, and provide appropriate support throughout their journey.

Consumer Duty principles are embedded throughout our debt advice service and the way we support people across Bury and Bolton.

We do this by:

• Providing free, independent and confidential debt advice.
• Ensuring our advisers are appropriately trained and supported.
• Delivering information that is clear, accurate and easy to understand.
• Treating all clients fairly and with respect.
• Considering each person’s individual circumstances and needs.
• Monitoring the quality and effectiveness of our services.
• Gathering and acting on client feedback.
• Considering the impact on clients whenever services are reviewed, changed or developed.

We are committed to helping people understand their options and make informed decisions that are right for their circumstances.

We recognise that some individuals may face additional barriers when accessing advice and support.

We are committed to making our services as accessible and inclusive as possible and will take reasonable steps to support people who may be vulnerable due to financial circumstances, health conditions, disabilities, communication needs, life events or other factors.

Our aim is to ensure that everyone can access advice in a way that works for them and receive support that reflects their individual needs.

Maintaining high standards is an important part of delivering positive outcomes for our clients.

We regularly review our services, monitor outcomes and use feedback to identify opportunities for improvement. This helps us ensure our advice remains effective, relevant and responsive to changing needs.

By continually reviewing the way we work, we strive to provide services that offer value, build confidence and support people in achieving the best possible outcomes.