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Advice Shop

The Advice Shop is a free, impartial and confidential service to help the people of West Lothian with a focus to alleviate poverty and to promote inclusion and equality through advice, assistance and advocacy.

The Advice Shop is committed to the highest standards of customer care. In support of this commitment we have developed service standards in consultation with our customers pdf icon Customer Engagement Strategy 2019-20 [495kb]. These standards include targets which will be monitored on a regular basis and reviewed annually to ensure we continue to meet our customer needs.  The results are recorded in our Performance Indicator system and published on our intranet page Key Performance Indicators

All comments from the customer surveys (and comments from customers out with the surveys) are recorded in our comments, complaints and compliments log Customer Feedback Form. These are reviewed quarterly in order to identify improvements.  Comments from the customer surveys are also recorded in our pdf icon 'You Said, We Did' [204kb] document which is published on our intranet page.

In line with the new General Data Protection Regulations (GDPR) which came into effect on 25th May 2018, the information you provide us for the purposes of resolving your advice needs will be recorded, stored and destroyed in line with the new regulations.  To know your rights and how we handle your information please click the link to read our Privacy Notice.

Universal Credit logo
Universal Credit logo
Full service Universal Credit was introduced in West Lothian on 16th May 2018. For more information about Universal Credit and how it works, visit our Universal Credit information page.


Some ways the Advice Shop can help: