How we involve our clients

At Money Advice Plus we think your views are important to make what we do, our services, more responsive to your needs, what you want from us.

We also value your feedback as a way to assess what impact our work has on the people we support and help.

Promoting client participation is very important for Money Advice Plus, and it is closely aligned with our values:

  • We are committed to promoting a ‘person led’ approach in supporting people to help them take control of their finances and increase their abilities to manage their money
  • We promote a culture of empowerment and ensure clients’ views and experiences are heard and acted upon in influencing the future shape of Money Advice Plus services

Currently we use different avenues to evaluate what we do and to get feedback:

  • By an annual survey sent to most of our clients
  • By an exit questionnaire when we close a client’s case

We collate findings from surveys and questionnaires into reports; click here to read our latest reports.

We also organise interviews with our clients, face to face or over the phone.


How you can help improve what Money Advice Plus does?

We want to make sure our premises and services are available to everyone, respecting their individual needs, dignity, independence and equal opportunity. We will not discriminate against someone because of their age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation.

You can let us know if you experience any problem about accessing our services or you have suggestions to improve what we do, click here to fill a short anonymous survey

Or you could chose to be interviewed, anonymously if you prefer, and let us know your experience of receiving support from us. Our participation co-ordinator can arrange to meet you here, in our offices or can come to you

   Or perhaps you fancy getting a bit more involved and participate in one of our focus groups. Our focus groups are a way for clients to shape how we provide services and have a say on how we work, our priorities and our policies.

If you are not a client anymore and your case has been closed, that means we are not currently supporting you and there are additional ways to get involved:

Have you thought about becoming actively involved with us by joining one of our working sub-groups or even become a trustee and join our Board of Trustees? Money Advice Plus is a charity and like other charities we have a Board of Trustees, a group of people who have overall control of a charity and are responsible for making sure it’s doing what it was set up to do. Click here to find out more.


Previously our clients were able to get involved through the Money Advice Plus Participation Group.

The Participation Group was involved in a variety of different projects, as for example the MACS Customer Care Charter.  The group also produced a Participation Policy and reviewed the  Client Brochure to make it more user-friendly.    The group also organised and ran Money Advice Plus’ Breakfast Club.  The work of the Participation Group was supported thanks to funding from Big Lottery through our Big Lottery Money Advice Project.

In April 2013, with funding from the Illegal Money Lending Team the group created a Radio Show “Money Advice and Community Support Against Loan Sharks”. The programme was broadcast on Radio Reverb (Community Radio for Brighton and Hove).


If you want to find out more about getting involved with Money Advice Plus please contact Paolo, Participation Coordinator at Money Advice Plus, by email or call 08081 963699 and ask for Paolo.

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