We are an independent charity providing expert information and advice to the residents of Rural Cambridgeshire.
Our volunteers, Gateway Assessors and Advisers are trained by our own training team to the highest standards to delivery this information and advice through multiple channels including email, telephone, face to face and web chat.
Please read the Advice/Help article below. Note that many articles reference external websites.
From the right-hand column you can return to where you came from, search our all Advice/Help articles, display all the Advice/Help articles in a given category or go to our Advice home page.
Finding an article appropriate to you will be the quickest way that you can get help; but if you can’t find help then please get in touch.
How do I appeal against a benefit decision?
If you want to challenge a decision made about a benefit, you need to make sure you follow the right procedure if you want to try and get the decision changed.
The page linked below tells you more about the appeals process you should follow for benefits paid by the Department for Work and Pensions (DWP) and HM Revenue and Customs (HMRC). For benefits paid by HMRC, the procedure to follow depends on when the decision was made.
This do not cover challenging decisions on Housing Benefit or Council Tax Reduction.
This page includes information on:
Benefits paid by the Department for Work and Pensions
If you are unable to find the help/advice that you require in the above article(s) then the next quickest way to get help is by filling in the following Advice form. By taking the time to enter all the information it will help us to help you quicker than if you just call us.
Read client agreement
Citizens Advice Rural Cambs will provide you with:
Any follow up work will be agreed between your adviser and you. This may include negotiating on your behalf with other organisations by letter or phone. We will discuss any offer with you before accepting it, unless you have specifically told us what to do.
A complaints procedure,
if you are not satisfied with the service we have provided. If you wish to complain, please ask for the leaflet which explains how to complain.
We cannot guarantee to take on all cases, even if someone is already a client. We may also have to stop advising you if we believe we cannot make progress on your case for you or there is no further good outcome that can be gained, or if you do not do what we expect of you (see below).
In return, we expect you:
To keep appointments you have made with us or let us know in advance if you can’t make it.
To inform us of any changes in your circumstances which may be relevant to your case. Examples of relevant changes are change of address, birth of a child, additional income
To bring in all the papers relevant to your case which your adviser asks for. This includes notification of court or tribunal dates etc.
Not to take action on your case on your own behalf without discussing it first with your adviser.
To provide written evidence of your income, debts or other financial matters where appropriate. Your adviser will let you know what is needed.
To follow our advice – unless you and your adviser agree you should do something different.
To be honest with us about the circumstances of your case, for instance by telling us about all your debts and income or what led up to your being asked to leave your employment.
To always treat our staff and volunteers with dignity and respect.
We reserve the right to stop advising you if:
You turn down a reasonable offer from the other party because you wish to take the matter to a tribunal or court hearing. Your adviser will discuss with you whether an offer is reasonable in the circumstances.
You do not follow our expectations listed here.
Where we offer help
Before contacting us for help/advice please check
that you live in the area highlighted below
On occasions, especially regarding complex problems, our Advisors may recommend getting together in person and so will arrange an appointment at an agreed time and location. Some of the locations we have used are shown below.
If you need urgent help please call our Adviceline. Please note that our advisers are very busy, so if you are able to submit an advice form it would help us to offer the best possible service to all our customers.
Our Adviceline service is open from 9:30 in the morning to 3:30 in the afternoon, Monday to Friday.