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We asked customers to complete this short survey so we could improve our Financial Inclusion Strategy. Your feedback helped us understand what support was working well and where we needed to do better for people who may have faced money worries or fallen behind on payments.
All responses were confidential and were used to make our services clearer, fairer and more helpful.
Your feedback has helped shape the next steps in improving our financial support offer. Please keep an eye out for the upcoming updates we’ll be sharing soon.
This survey is now closed.
We asked customers to complete this short survey so we could improve our Financial Inclusion Strategy. Your feedback helped us understand what support was working well and where we needed to do better for people who may have faced money worries or fallen behind on payments.
All responses were confidential and were used to make our services clearer, fairer and more helpful.
Your feedback has helped shape the next steps in improving our financial support offer. Please keep an eye out for the upcoming updates we’ll be sharing soon.
A strategy is a simple plan that explains how we will deliver our services and improvements. A policy sets the rules — a strategy shows what we will do to make those rules happen.
Why it matters: • It guides our actions • It helps us improve services • It shows how customer feedback shapes what we do
Your voice: Your ideas help us focus on the right things and make services clearer and fairer.
We can: improve how we work, test new ideas, and act on customer feedback. We can’t: change legal or safety rules.
Quick guide to reviewing a strategy
How to Review and Comment on a Strategy
1. Read the Short Summary First This gives you the main points quickly.
2. Note What Stands Out Write down anything you like, don’t understand, or think is missing.
3. Look at the Full Strategy Check the detail behind the summary.
4. Check It Makes Sense Is it clear? Is anything confusing or repeated? Does it match what matters to customers?
5. Share Your Comments Be clear and specific — say what part you’re talking about and what you think could be improved.
Customer feedback
Citizen welcomes all feedback as a chance to learn and improve, helping us deliver a service you can trust. To share a comment, compliment, or complaint, please visit our website(External link)(External link) to read our Customer Feedback Policy and submit your views. Citizen welcomes all feedback as a chance to learn and improve, helping us deliver a service you can trust. To share a comment, compliment, or complaint, please visit our website(External link)(External link) to read our Customer Feedback Policy and submit your views.
