Citizens Advice Medway is a registered charity that offers free, independent and impartial advice to the whole of Medway on a range of issues including Housing, Welfare Benefits, Employment, Debt, Family Law and many others.
Opened in 1999, we are Citizens Advice Medway. One of over 300 local level Citizens Advice centres across England and Wales, we and the other centres are each an independent registered charity and a member of the national charity Citizens Advice, based in London, which sets the standards by which we are governed. Each centre is named for the area it covers and operates differently due to having access to different funding and resources. However, we all operate a confidential, independent, impartial and free service with the aims of providing quality advice and campaigning for fairer practices both locally and nationally.
Citizens Advice Medway is based out of Kingsley House in Gillingham, one of the Medway Towns within Kent. The Medway Towns are governed by Medway Council, a unitary authority independent of Kent County Council. While our primary focus is assisting those who live, work, or study in the Medway Towns, we can also provide limited assistance to those who don't.
Citizens Advice Medway is an equal opportunities organisation. This means that we provide advice and volunteering oppotunities to everyone regardless of their race, gender, sexuality, religion or disability.
Citizens Advice Medway holds the Advice Quality Standard mark which is awarded to organisations that give advice to members of the public. We are also regulated by the Financial Conduct Authority as an organisation that provides Money Advice. Through both the AQS and FCA, we are regularly audited and have to demonstrate that we are accessible, effectively managed, and employ staff and volunteers with the skills and knowledge to meet the needs of our clients.
Primarily operated by volunteers alongside a number of paid staff, everyone at Citizens Advice Medway is trained to nationally agreed standards set by Citizens Advice and we only provide advice from approved sources.
Citizens Advice Medway currently has about a dozen paid staff and roughly 50 volunteers, including our Trustees. Our accounts records are available on Companies House. Our Chief Executive Officer is Dan McDonald.
Citizens Advice Medway has several supporters who provide us with funding. Our main funding comes from Medway Council, which is why we primarily serve clients who live, work, or study in the Medway Towns. However, a number of our projects are funded by different organisations – such as L&Q Housing Association or the Legal Aid Agency. Many of our projects have a wider geographical reach, covering residents across the whole Kent for example, so don’t be afraid to ask if we can help you if you live outside our “core” area.
Citizens Advice Medway is partnered with five other organisations based in our offices with the goal of helping the local community - Relate North Kent, FDAC Medway, Medway Dementia Action Alliance, and Medway Volunteer Centre.
Citizens Advice Medway has a complaints handling procedure. Please email us at firstname.lastname@example.org to request a copy of our complaints leaflet which you can have posted to you or emailed to you.
Citizens Advice Medway also appreciates compliments which can be made at our Reception or via the above email address.
We have a Satisfaction Survey available which you can complete and submit to us if you would like to gives us feedback on our service.