AIBU to ask to speak to their manager

[Zombieof3]

Hi all,

I hate to be this person, I never ask to speak to anyone’s manager, I really struggle with any confrontation but I feel like it’s getting ridiculous.

i went to citizens advice in June due to my debts getting out of hand - at this time my partner had lost his job and everything was chaotic. The debt has racked up to an insane amount and we asked for a Debt Relief order which citizens advice said they would do it and get the ball rolling.

I’ve still had nothing, no updates, I’ve sent numerous emails and have had one or two back. The communication is terrible, I rang them and asked for an update, I had an email from the case worker saying her dad had had a stroke and she’s looking through her emails and will get back to me with an update. That was two weeks ago and still nothing. I completely sympathise with her for her dad but this isn’t a new issue and surely if this is the case, we should be transferred to another worker. I don’t know what to do as I’m having court letters after letter, citizens advice told me to ignore them but I’m terrified

Stepchange is also impartial and will help you with a DRO. You need one that is a charity and will contact creditors on your behalf. Off the top of my head, there's Stepchange and Christians Against Poverty and PayPlan.
I'd sack the CAB off as they're often completely snowed.
Also, contact your creditors and explain you are going through a DRO. They should hold 30 days.

You can complain but just remember citizens advice is a charity and it's advisors are all volunteers.

So rather than complaining, maybe phrase it as a request for additional assistance from a different case worker as you recognise that you existing case worker may not be best placed to assist you currently?

I would go back to CAB if you are already working with them and ask for another worker to be assigned to your case. If they can't do this then I would contact Step Change.

Citizens Advice Bureau are a network of independent charities but they have paid employees as well as volunteers. Their caseworkers aren't all volunteers.

...and not all advisors are trained to do DROs. They have to go through additional training to get their accreditation Go on the Moneyhelper website and look up debt advice in your area.

But anyway, I agree - ask for a new caseworker with the expertise you need to handle your DRO.

Stepchange are better. Swap.

Sorry, I should have said all initial / entry point advisors are volunteers. Some specialist advisors may be employees (unlikely on something as simple as a DRO - and yes they do need accreditation but it's not difficult).

95% of employees are admin and not directly related to casework.

I also recommend Step Change, they were brilliant when I needed help.