Our Beliefs
These are our beliefs - they underpin the way we deliver services to the people
that come to us for help.
Our Vision
“To become acknowledged as the leading
provider of free debt advice in the UK”
This is a journey – one that we have already started. It's a journey that's
being taken by every employee regardless of where they're located and which
area of the charity they work in.
This page describes how we conduct ourselves on this journey. It sets out
clearly our service promise and our core values; it describes the commitments
we have made to our many stakeholders and our approach to the services we
provide people with debt problems. In short, it describes how we will achieve
our objectives - with principles.
Our Service Promise
We're a charity and conduct ourselves according to the rules and governing
principles of the Charity Commission of England and Wales. These principles are
reflected in our service promise.
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We do not charge for our services. Everything is free, confidential and
impartial - from our initial care and debt advice, to our ethical repayment
plans and rehabilitation.
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We strive to make our service accessible to all who need it, through both
telephone and Internet access.
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No matter how serious our client’s situation seems, we provide support and
calming through empathy, understanding and emergency assistance, never being
judgmental or apportioning blame.
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Our advice is tailored to the circumstances of the individual, providing as
much time as those circumstances need and reference material to help support
the individual with the advice we’ve provided.
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We always suggest appropriate solutions to our client’s debt problems,
recommending the best solution available.
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Where appropriate, we support clients’ repayment of their debts through a
sustainable managed plan, asking their creditors to freeze interest, stop
penalties, accept a longer repayment period and sometimes a reduced sum.
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Where such a repayment plan can be set up, we provide aftercare and support to
each client through dedicated guidance teams as well as a periodic review of
changes in circumstances.
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We take great care in handling all our clients’ payments, holding the money in
a trust account before making their payment to their creditors.
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We operate in full compliance with the Government’s debt management regulation
and uphold the principles of all money advice industry guidelines
Our Values
Our employees hold these values as their own and live them. Our values create
our unique culture and drive us in everything we do. They are reflected to the
people that come to us for help in the services we provide.
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Commitment to our clients
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Teamwork, Collaboration and Accountability
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Change and Continuous Improvement
Our Ethics
Our reputation is critical to being the UK’s leading debt charity, being valued
by the people that need us and trusted by the UK’s financial institutions. The
preservation and enhancement of that reputation depends upon our charity
operating to the highest standards of ethical conduct.
The principles that govern the behaviour of our charity and employees are
reflected in our Code of Ethics, our Values and our Code of Conduct. The
combination of these codes provides guidance for employees through the many
difficult issues that confront them on a daily basis. Complying with each
element of our ethical code will not always be easy but we recognise that we
will be judged not just by what is set out as our ethics but on how this is
reflected in our day to day activities and the behaviour of us all.
Our Governance
The principles of Governance are set by the Charity Commission of England and
Wales as best practice for the way in which charities are led and managed, the
structure and role of the board of trustees, relations with stakeholders and
the framework of internal control. The board of trustees of the Consumer Credit
Counselling Service is committed to proper standards of governance. Our
governing document, in the form of memorandum and articles of association, sets
out the charity's purposes and how it is to be administered.
