- What is Frontline?
- What do we do?
- Some comments received
- Our Advisers
- Our Ethos
- Privacy notice
- Complaints procedure
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 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’s is a faith-based organisation and we want to help everyone who needs assistance, regardless of race, colour, sexual orientation, disability, belief or anything else. You just have to be someone in need of our help and we will seek to provide it.
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, where you will see that John Stevens has stepped down as CEO but remains in the valuable role of Spokesperson. Dominic Williams, who has worked for Frontline for some years, is the new CEO. You can hear Dominic’s interview on Wave 105 in April 2019 in the following:
You can read our Privacy Notice here.
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 firstname.lastname@example.org;
- 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:
- Telephone: 0800-023-4567
- Email: email@example.com
- Website: http://www.financial-ombudsman.org.uk
The Financial Ombudsman Service
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.