All about Frontline

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What is Frontline?
Frontline has helped people like you for over twenty-five years.

We help people deal with their debts, and our method works!

Frontline is a charity, and our services are free. We hold a license with the Financial Conduct Authority.

Frontline delivers its services in different ways – each appropriate to the needs of the local community and the resources of local volunteers.

We rely on funding through grants and donations from companies, churches and individuals, as well as our own fundraising efforts.

Try Frontline, we want to help!

Dominic Williams, CEO Frontline (since January 2019)

For full details of what Frontline can offer, see our Client Leaflet

What do we do?
Frontline is based mainly in the South of England, and serves the community by providing expert help to those who are under the burden of debt, often through no fault of their own.

We also specialise in offering independent, expert benefit advice, in addition to debt and budgeting advice.

Some comments received
“For me, debt was terrifying. I was frightened to open my post and to answer or even look at my mobile phone. I couldn’t manage the situation by myself, but I felt ashamed to ask anyone for advice. I felt like a failure; hopeless and helpless. My mental health deteriorated, but then I found Frontline!
My Adviser helped me with some practical steps to put me in charge of my money, gave me back a feeling of self-worth and even gave me the courage to stand up to several creditors when they overstated what I owed them. My mental health has also improved and I can plan for the future.
The supportive advisors at Frontline are practical, knowledgeable, non-judgemental. They provide a free public service which empowers people.
I’d recommend anyone who needs debt or benefit advice to visit them straight away.”

“After a horrendous period in my life I am, as of today, debt free. When everybody else ignored my plight, you gave me time, attention and advice. The NHS wanted to drug me, the bailiffs wanted to hurt me and the collection agencies wanted to hound me. I ignored all of this and listened only to your advice. As I begin to rebuild my life from the foundations I have today, I will always remember your kindness”.

“A Frontline Debt Advice adviser sat me down several times and gave me advice, help and encouragement, plus the huge relief of a pause to catch my breath, calm down and start to put a plan into action. I now feel that there is hope on all aspects of my problems. That this advice is given freely and this time is given happily is wonderful. I will always be grateful for their help.”

Our Advisers
Our volunteer advisors have many years’ experience working in this field. They often liaise with government and other agencies to provide a totally confidential, free service to anyone in need, regardless of background or belief.
All our advisors are fully trained and DBS checked. They update their skills regularly.
Would you like to become a Frontline volunteer? If you want to know more, go to our How to help us page or contact us for more information.

Frontline values – Prayer, Patience, Progress
Why Frontline exists – Relationships are wrecked, homes are lost, mental health problems are worsened and life opportunities are curtailed by out-of-control debt.

Our objective as a charity is to relieve those in need, poverty or hardship, principally through debt, budgeting and benefit advice. These objects are carried out in accordance with Christian principles and FCA (Financial Conduct Authority) principles as outlined below with biblical references alongside:

Prayer – Calling on the Lord’s help improves outcomes for clients – Psalm 121:1, 2. Prayer is encouraged but voluntary.

Equality – All parties treated with respect and given same level of support irrespective of race, religion, colour, gender, disability, or sexual orientation. All clients are treated fairly.

Restoration rather than condemnation – We try and frame discussions in a non-judgemental manner – John 8: 1-11.

Gentleness with clients – Gentleness is not a weakness but a fruit of the Holy Spirit – Isaiah 11:2-4a, 42:1

Compassion and kindness – We don’t stop at treating clients fairly, but are compelled by love to provide practical help to anyone in need. Psalm 12:5, 146: 7-9, Isaiah 58:6-8

Act with due care, skill and diligence – Our burning desire to see justice and mercy drives us to excellence and getting the best possible outcome for clients.

Going the extra mile – We don’t limit the number of appointments offered to a client, but work with them for as long as they need, want and engage with the help – Matthew 5:41

Empowering clients – We journey with clients, seeking to train and equip them to handle their finances well – Galatians 6:2, 5 and Psalm 18

Act with integrity – While promoting the best interests of clients we maintain honesty and integrity – Leviticus 19:15

Independence – we don’t allow funding or any other potential conflict of interest to compromise our advice to clients – Leviticus 19:15

Comply with regulators – We are open and cooperative with regulators – Romans 13:1
You can see the full version of our values here.

A YouTube video about how we work can be found here, and we would encourage you to read more about how Frontline began and has developed here. Dominic Williams, our CEO has worked for Frontline for some years. You can hear his interview on Wave 105 in April 2019 in the following:

 

Privacy notice
You can read our Privacy Notice here.

Complaints Procedure
We hope you never feel the need to complain about our staff or service, but we do take any complaints very seriously.

We want to:

  • make it easy for you to raise your complaint;
  • listen to your complaint;
  • consider how you would like us to resolve your complaint;
  • and make sure you are satisfied with how your complaint is handled.

How and where to complain:

  • You can raise your complaint by:
  • contacting the branch office manager;
  • e-mailing details of the complaint to complaint@frontlinedebtadvice.org.uk;
  • writing to our registered office (see address at the foot of the page).

If we do not respond within eight weeks, or your complaint is deadlocked, then you have the right to refer the matter to the Financial Ombudsman Service. Their contact details are:

We hope all our clients will feel that they have benefited from the services we provide. However, if you do feel unhappy about anything, please don’t hesitate to let us know.

Please remember that we will assist you in any way we can. However, your accounts are your responsibility, and it is up to you to keep in contact with us until your financial difficulties have been resolved.