Citizens Advice - Stoke-on-Trent

Kayleigh M.

Open between 1pm & 4pm yet nobody EVER answers. Been trying get through to someone for over 2 weeks now just the silly song & the ‘sorry no one is available right now’ message constantly

Trixie

I’m not sure what to make of this company, but it’s not positive. Contact this company for three weeks, also called everyday which people have stated they never answer the phones, which is correct. I had to get another organisation to contact them,
funny enough they got through the manager stated she couldn’t contact me due to data protection 🤨 It’s a phone call, I then put a complaint in and didn’t hear a nothing, so paid them a visit. When I arrived there was a queue people outside. When I got to the door some old lady stuck her hand out saying you need to wait and shut the door in my face which I didn’t even stepped in I just moved down as the queue was getting shorter. ( she was very rude about it almost like some bouncers are at nightclub when they get abit of authority and power trip goes to their head) nit the mention they were 5-19 minutes late opening the door and it was extremely cold outside being winter. She did it to another woman who pulled her up about saying she was rude, she apologised to the woman only. When I got inside explained the reason I was there. I was told in order to seek help I have to agree to money advice which I don’t need. Which is their way slowing down the process. But also ticking boxes how many people their helped without being seen ( another words, resolved their issue ) which isn’t accurate) Theres no privacy at the desk they have a board up but the staff talk so loud everyone can hear everyones conversations. Turning people away or pushing them on to money advice just slows down the process? Stages need to be reloaded at nit everyone needs money advice. There are instances where someone happens which put you in a situation where you need to ask for help. Should assume every person that walks through the door needs lovey advice. Needs to be better processes in place for people who needs money advice and the ones that don’t. it’s been a few weeks since I’ve been to there office. Only thing they have managed to do is send me out a form to sign and forgot to add the expenditure form. Which has delayed time and nothing is going to be done until after Christmas. The man on the desk tried to tell me at first they didn’t cover my area then later stated they did😕. Few days later received an email from the manager stating I had help or someone contacted me. I told her no I had to come to one of your offices. Then my details were past on. Her excuse was we do answer the phone but there are volunteers. Giving advice what number to call which I had already done- stating should have put me through to national number within certain amount of rings. Which never happened, which wasn’t helpful at all. There was a main number I found online linked to this office, when I dialled it, a pre-recording said it was for admin only and they cannot answer your call🤨 Why is the number advertised online if no one going to answer wouldn’t make sense to have the number removed offline?
Called there number twice on two separate days waited in a queue over an hour and call was disconnected. Had no choice to visit in person waited outside, where no one had common sense to line up jump the queue. Like being back at a school lying up for school dinners.Given a number and sat down waited for number to be called. Have to indulge person business to everyone in the waiting room. Staff talking loudly and asking you to talk loudly so everyone else can hear. Was booked a telephone app. Never received it. Call on the day left voicemail and four days later. (No one returned my call) made a formal complaint to receive the most poorest response”we tried to call no answer” what kind of response complaint is this. Business still haven’t learned anything last year sent out survey failing people of certain ethnicity backgrounds- what they can do to prove it. Im stunned to who this office is still opened, poor level service they provide. As they have made no attempt to call or rearrange my appointment. so now I’m forced once again, to visit the office and wait 1-2 hours to arrange an appointment.(See emails below also wrote to MP)

Steve P.

Says open on website...

Called them went through all the options then was put on hold for 15mins then it says sorry we are closed goodbye...

Ive checked online and it says open until 12.30pm Wednesdays... and I'm calling at 10am.

Dekker 5.

Went in a few days ago and they were very helpful and showed understanding.

Nyx M.

You’ve got more hope of a answer from a frog than these people

Tania M.

Went Friday walk in.that was a joke didn't get round to see anybody full off foreign people

It's R. T.

Leave Citizens advice for your last result if possible but frankly, if you need to their help, you are doomed. Calling them is pointless because they are not monitoring phone calls. Useless, incompetent people.

Kevin B.

Extremely helpful people.devoted to giving 100% accurate advice and so friendly..putting you at ease to make your visit comfortable.they go above and beyond with the help they give.....Thank God for the C.A.B