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  • FIRST POST
    • Former MSE Wendy
    • By Former MSE Wendy 31st May 12, 12:05 PM
    • 868Posts
    • 1,782Thanks
    Former MSE Wendy
    PLEASE READ BEFORE POSTING: Money Saving Expert / CAB pilot service
    • #1
    • 31st May 12, 12:05 PM
    PLEASE READ BEFORE POSTING: Money Saving Expert / CAB pilot service 31st May 12 at 12:05 PM
    Welcome to the Citizens Advice Bureau discussion board which aims to help people get started on selected topics.

    Post your queries in the relevant board below and a Citizens Advice representative will aim to answer your question within 2 working days.

    If you’re already receiving support and advice from your local CAB, then please continue your discussion with them rather than post on this board.

    Please be aware, this type of forum collaboration is new for MSE so it’s currently a trial. We hope it is well used, but as we’ll all be finding our feet, please be patient as it grows.

    Citzens Advice has several bureau advisers on this board, based around England & Wales, initially answering questions on four different topics:

    · dealing with debts and debt disputes – see board
    · housing benefit – see board
    · tax credits & benefits for people in work or looking for work – see board
    · your basic rights at work and redundancy problems – see board

    You’ll recognise a CAB adviser as their username will be displayed in bold purple, eg CAB Malvern Hills representative, and have a special representative signature.

    If you have a question about other topics or issues, please see if the Citizens Advice self-help website has the information you need Adviceguide. If you need more help, please contact your local bureau. You can get their details from the CAB directory. Comments on CAB services are always welcome, so please let it know what you think using its Feedback form.

    As usual, please report any inappropriate/illegal posts by clicking the Report button in the bottom right corner and don’t reply. The CAB advisers aren’t part of the MSE Forum Team and aren’t there to deal with this so please don’t contact them. This is for their sanity as much as ours!

    This board’s for help, not judgement so it’s not the place for discussion about benefits political policy.
    Last edited by Former MSE Wendy; 28-11-2012 at 4:37 PM.
Page 5
    • cabbage
    • By cabbage 25th Nov 12, 12:26 PM
    • 1,143 Posts
    • 974 Thanks
    cabbage
    http://www.citizensadvice.org.uk/index/aboutus/complaints_policy/complaints_procedure.htm

    under stage three it gives the methods/contact details to make a complaint.

    for what its worth, I feel the CAB board should be locked so that only CAB advisers can respond. Off duty advisers are not covered by the insurance for incorrect advice
    The Cabbage
    Its Advice - Take it or Leave it
    • zzzLazyDaisy
    • By zzzLazyDaisy 25th Nov 12, 1:01 PM
    • 12,135 Posts
    • 18,762 Thanks
    zzzLazyDaisy
    Thanks cabbage, but what I was really asking is who at MSE Towers do we raise concerns with about incorrect advice (do we just hit the report button, for example)

    I have no interest in making a formal complaint to CAB about advice posted on this board, since I am presuming that the posts by CAB representatives will be monitored and supervised in the same way as advice given in a 'bricks and mortar' bureau.

    My concern is is more to do with picking up errors quickly so that any incorrect, misleading, or unclear advice can be corrected promptly.
    I'm a retired employment solicitor. Hopefully some of my comments might be useful, but they are only my opinion and not intended as legal advice.
    • pmlindyloo
    • By pmlindyloo 25th Nov 12, 1:25 PM
    • 10,502 Posts
    • 12,416 Thanks
    pmlindyloo
    Thanks cabbage, but what I was really asking is who at MSE Towers do we raise concerns with about incorrect advice (do we just hit the report button, for example)

    I have no interest in making a formal complaint to CAB about advice posted on this board, since I am presuming that the posts by CAB representatives will be monitored and supervised in the same way as advice given in a 'bricks and mortar' bureau.

    My concern is is more to do with picking up errors quickly so that any incorrect, misleading, or unclear advice can be corrected promptly.
    Originally posted by zzzLazyDaisy
    I also was under the impression that the replies by CAB reps are monitored and supervised.

    At the moment, as the threads are still open to non CAB reps I suppose the way forward would be to query the post giving a link as to why you think it is wrong. Whether this would be picked up by the poster or CAB rep is open to speculation.

    Can't comment on the particular posts you refer to as I find it incredibly difficult to find my way around the board and can't find them!

    One thing I have noticed is that there tends to be a 'may be' element to CAB reps replies - very understandable and relates to my previous comment about CAB reps not having sufficient information from the original post to answer with anything more than a general overview.
    Last edited by pmlindyloo; 25-11-2012 at 1:29 PM.
    • zzzLazyDaisy
    • By zzzLazyDaisy 27th Nov 12, 10:24 PM
    • 12,135 Posts
    • 18,762 Thanks
    zzzLazyDaisy
    Is there a problem on the CAB benefits board? There doesn't seem to have been any appearance by CAB Representatives since 19th November.
    I'm a retired employment solicitor. Hopefully some of my comments might be useful, but they are only my opinion and not intended as legal advice.
  • Wywth
    Is there a problem on the CAB benefits board? There doesn't seem to have been any appearance by CAB Representatives since 19th November.
    Originally posted by zzzLazyDaisy


    I'm not sure what you mean, but (and these may not be the latest posts by the CAB) but on the Housing Benefits board, a CAB adviser posted on Monday 26th
    http://forums.moneysavingexpert.com/showthread.php?t=4307591

    and on the Tax credit & benefits board, there was a post by a CAB adviser on 22nd
    http://forums.moneysavingexpert.com/showpost.php?p=57422155&postcount=87
    • zzzLazyDaisy
    • By zzzLazyDaisy 28th Nov 12, 10:31 AM
    • 12,135 Posts
    • 18,762 Thanks
    zzzLazyDaisy
    Thanks, that's what I mean, those two threads are active, but the CAB benefits thread has a number of unanswered queries and no CAB presence for about a week.
    I'm a retired employment solicitor. Hopefully some of my comments might be useful, but they are only my opinion and not intended as legal advice.
  • CAB National Representative
    Where do we raise concerns about a CAB response if we believe it is incorrect?
    Originally posted by zzzLazyDaisy
    Hi zzzLazyDaisy - we have a link in the first post (by MSE) at the top of this thread, that goes through to the details about our feedback and complaints procedure. If an OP considers that they have been provided with an incorrect response, then we would ask them to use that process so that, as with all complaints, it is handled in that way and seen by everyone who needs to be involved - including the relevant team here at national office, if needs be.
    Official CAB Representative
    I am an official representative of CAB. MSE has given permission for me to post in response to questions on the CAB Board. You can see my name on the companies with permission to post list. If you believe I’ve broken any rules please report my post to forumteam@moneysavingexpert.com as usual"
  • CAB National Representative
    I'd be interested in knowing this as well as I'm fairly sure that an incorrect response has been given regarding the calculation of HB after the application of the "bedroom tax". I enquired on the thread but no answer as yet.
    Originally posted by Dunroamin
    Hi Dunroamin - as I've just put in my response to zzzLazyDaisy on that question, we have a link in the first post (by MSE) at the top of this thread, that goes through to the details about our feedback and complaints procedure. If an OP considers that they have been provided with an incorrect response, then we would ask them to use that process so that, as with all complaints, it is handled in that way and seen by everyone who needs to be involved - including the relevant team here at national office, if needs be.
    Official CAB Representative
    I am an official representative of CAB. MSE has given permission for me to post in response to questions on the CAB Board. You can see my name on the companies with permission to post list. If you believe I’ve broken any rules please report my post to forumteam@moneysavingexpert.com as usual"
  • CAB National Representative
    I also was under the impression that the replies by CAB reps are monitored and supervised.

    .....................................

    One thing I have noticed is that there tends to be a 'may be' element to CAB reps replies - very understandable and relates to my previous comment about CAB reps not having sufficient information from the original post to answer with anything more than a general overview.
    Originally posted by pmlindyloo
    Hi pmlindyloo - the replies on this board are supervised and are also only undertaken by trained advisers.

    On your other point, providing full a advice service, and especially where this includes exploring all the details and options with someone, has to meet set processes and procedures - and under the scrutiny of our insurance policy provider(s). This is the same, no matter how the service is delivered - online, on the telephone, via Skype or similar, or face-to-face, and so on. The decision was taken not to provide such a full service for the pilot, and to try out something different. We have now begun an evaluation of the 6-month pilot and all the comments/feedback made in the posts will be taken on board for that.
    Official CAB Representative
    I am an official representative of CAB. MSE has given permission for me to post in response to questions on the CAB Board. You can see my name on the companies with permission to post list. If you believe I’ve broken any rules please report my post to forumteam@moneysavingexpert.com as usual"
    • Former MSE Wendy
    • By Former MSE Wendy 29th Nov 12, 10:54 AM
    • 868 Posts
    • 1,782 Thanks
    Former MSE Wendy
    Rereading all of the comments in this thread yesterday I realised there were a couple of questions that I'd not replied to.

    Is there a way of anonymising posters? (Okay, that's probably not a real word!) Ie when posters ask questions on this board they are automatically given a number (is this possible technically?). It could be useful for the many people who have an online presence but don't want to ask questions publicly.
    Originally posted by Fran
    Thanks for this Fran. I'm not sure if it's possible, or if we want to stray too far from our normal board format, but I'll add this idea to the list

    Thanks cabbage, but what I was really asking is who at MSE Towers do we raise concerns with about incorrect advice (do we just hit the report button, for example)
    Originally posted by zzzLazyDaisy
    Hi zzzLazyDaisy. As well as completing the feedback form on the Citizens Advice site, if you’re especially concerned about any of the advice given please do send me a PM and I can speak to CAB about it directly.
  • whitepaper
    Was it really worth the all effort of splitting the board for just 4 weeks?

    Or was the result of splitting the board the final straw that will now see these boards closed, whilst thoughts about how best to run and resource it are re-evaluated?
    • wouldbeqaulitymoneysaver
    • By wouldbeqaulitymoneysaver 8th Dec 12, 2:10 PM
    • 5,607 Posts
    • 10,481 Thanks
    wouldbeqaulitymoneysaver
    I hope the CAB Project succeeds, despite of trial and error,blood,sweat, effort and swearword tears. MSE needs a Board like this properly run, with proper Advisors and even the possibilities that MSE folks could be trained to answer proper queries online on the CAB Boards in proper fashion, without the harmful and dangerous intrusion of benefits bashers on the thread,the bane of MSE.
    #TY[/B] Would be Qaulity MSE Challenge Queen.
    [B]Reading whatever books I want to the rescue!:beer[/B
    WannabeBarrister, WannabeWife, Wannabe Campaign Girl Wannabe MSE Girl #wannnabeALLmyFamilygirl
    #notbackyetIamfightingfortherighttobeMSEandFREE
    • slenderkitten
    • By slenderkitten 16th Dec 12, 12:13 PM
    • 873 Posts
    • 186 Thanks
    slenderkitten
    I'm afraid I can't see any great benefit to this board. Surely we already have boards covering any topic that is likely to be raised on here, would it not be better for the CAB reps to just monitor the boards in which they have expertise? As it is we're now going to have confusion over whether to post here or on one of the subject specific boards.

    The other issue is that we're already seeing non-CAB people answering posts, and we're seeing people who either work or volunteer for CAB but who aren't accredited reps answering. I don't really thing this propositin has been properly thought out.
    Originally posted by agrinnall
    I think this is a good idea having a specific section so that the CAB staff can monitor it without searching all over the place, but i do think that the fact that anyone can reply can often inflame someone's problem, so i would advise against replying unless it is something constructive rather than passing judgement it mentions something to that degree at the top of the board.
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