Citizens Advice Bedford - Bedford

Basix ?. B. L.

I’ve never encountered such a judgmental and biased advisor at Citizens Advice before. I would give 0 stars if I could.
The woman I spoke to over the phone interrupted me constantly, put words in my mouth, and made harsh assumptions without knowing anything about me. She criticized almost everything I do — from my choice to return to university, to the phone I use, and even the fact that my child has a phone. She implied I should be using a flip phone because I’m on low income, completely ignoring the fact that I use my phone for studying, online courses, job hunting, writing my CV, and managing my mental health.

I explained I’m trying to return to university to rebuild my life after years of personal hardship — but she immediately claimed it would “make my financial situation worse,” which is simply not true. I’m fully able to demonstrate how studying will help me become independent, but she didn’t give me the chance to speak. She spoke quickly, over me, and gave the impression that talking to me was a burden or a chore.

She also made assumptions about our finances, stating that we live a "comfortable life" because she calculated that we’re “left with money” after bills. She said not everyone can afford what we do — particularly phones and phone plans — completely ignoring that it’s my partner who works and chooses what phone or plan he wants to pay for. This comment was not only insensitive but showed a total lack of understanding of modern life and mental health needs, especially when raising a child.

She even implied I shouldn’t visit my elderly mother abroad, as if people in crisis don’t deserve to see their families. She showed zero empathy and instead lectured me about how she manages on less, as if that gave her the right to invalidate my struggles.

I asked for guidance regarding tuition fee support — instead, I was left feeling judged, dismissed, and emotionally overwhelmed. The impact of that call was severe: I suffer from depression and anxiety, and after speaking to her, I was uncomfortable and upset. I was shaking, and about to cry, filled with the guilt and self-doubt.

Citizens Advice used to be a place of compassion. Sadly, this experience has shown me the opposite. If you’re vulnerable or dealing with mental health issues, I urge you to think twice before calling.

Elvis S.

Very helpful and knowledgeable staff. Didn't have to wait too long and this without an appointment. I was reassured by the information I received, left feeling alot less stressed.

Muhammad S.

To be honest first when I been citizens Advice I am not too sure that I will able to get help but when I been in office I found the lady I don’t know her name but face wise I remember her she helped me nicely and she suit my matter and second I take my Friend for help and her matter is so Critical but this time another lady help her and her matter solve. They way she help us is so nice, kind, polite, and respectful now whenever I have any problems or issue i know where I need to go.
Many thanks citizens Advice for help and support. All my best wishes with you

Salem S.

Not worth to be named citizen advice. They try to work less and take very little cases. It is easy to tell you, you are not in our area. Not recommending them to anyone.

Piotr S.

Very helpful and friendly staff
Thank you

Flavia D.

Very disappointed with help as I asked to help with my child to move a school and contact bedford borough council but they didn't also apply for PIP form with all evidences provided in the first instance I have been told from an advisor that he would be able to argue and after the advisor follow a response delay email promise me to help me whenever to go to my GP what was a best solutions about my health conditions but he wrote that not be able to help me further or advise me what to say to my GP. I am very disappointed not happy with service at all.

DMC

Hi, I have just read the policy about these:

"What we’ll do if your behaviour is unacceptable

We’ll give you a chance to change your behaviour, but if you continue we might:

1. End the conversation

2. Limit how much time we spend on the phone with you

3. Stop helping you face to face and only help you by phone and email

4. Not reply to all your communications, send letters and documents back to you.

5. Only help you with certain issues.

In very serious situations we might:

Stop helping you completely or call the police."

I think after reading these I've lost faith about BCA. But I blame myself tho, missing lot of chances cos of frustrations and how I approached ill-manner that was not directed to any of the staffs there but after reading these Behaviour Policy I thought there was no point to continue. I tried to call but the line was not going. I felt the number was automatically blocked. The email you sent last month did not go through and requested to resend them so I can email people I need. The safeguarding man who took notes about my case I do not know what became of it, the lady that was supposed to have a meeting with the council house did not call me back again, just all talk, no action. Today I received by one of your staff an email with links unrelated to my issue. So I thought perhaps you guys are done helping me and moved on. It's fine, at least you guys have tried to help me out. But I was expecting my case to be taken serious instead sending me emails with links. If you guys really cared you would have made calls on my behalf to support me. It is fine.

Take care!

Lauren C.

Can't get through, conflicting opening times,and the auro fill questionnaire times out. Wholly useless website. I'm going to physically attend the office.