Crosslight is a charity providing free debt and money advice to those in difficulty.
Our advice is authorised and regulated by the Financial Conduct Authority.
We can see clients living in the following boroughs or council areas
Ealing Borough
Hammersmith & Fulham Borough
Hounslow Borough
Kensington & Chelsea Borough
Lambeth Borough
Richmond-Upon-Thames Borough
Wandsworth Borough
Westminster
Sevenoaks District
Tonbridge & Malling District
Tunbridge Wells District
Swindon Borough
First off, you will speak with Kate, Ebony or Omjeet – you’ll be in great hands! Their job is to find out a little more about your situation so that we can work out if we are the best people to help. And if we are, they will arrange an appointment for you with one of our advisers.
We will then email you all the details you need for your appointment, including how to get ready and what information it would be helpful to bring/provide. We will also send you a text message with a link to our webpage which has more information including directions if your appointment is face-to-face.
If for any reason you can’t make your appointment, please do get in touch with us to let us know and we can rearrange it if necessary. If you don’t and you miss your appointment, it means someone else has had to go without.
Once you meet with your adviser, they will start the process of helping you deal with your situation. To find out more about how this works, click here.
Here are other places you can get free debt advice or budgeting help.
Important things you need to know about how our services are delivered
We do not charge for our services
Crosslight is a charity, and our services are provided free of charge to those in need.
Things we cannot do
We are not able to provide advice about investments or taking out a regulated financial product. Nor are we able to provide advice on matters unrelated to your debts / financial difficulty, or provide specialist housing advice other than in relation to rent arrears / eviction
We will not pay any debts for you, nor can we give you any money
We will not be able to help you and will close your file if you do not engage with us, if you knowingly give us false or inaccurate information, or if you consistently miss your appointments
If things go wrong - how to make a complaint
Please do tell us if you feel unhappy with anything we have done, and we will do our best to put it right straight away. However if you feel that you would like to make a complaint about our service, you can find out how we will handle it and what your rights are by visiting our complaints page.
How we use your credit report
In order to give you the best advice, we may use information held about you by a credit reference agency - Experian, TransUnion, or Equifax (i.e. your ‘credit report’). This information will include electoral roll and financial data they hold about you as well as any other financial associations you may have. A record of this check may appear on your report but will not affect your credit rating
Ending the service
You may end your relationship with Crosslight at any time by letting us know that you no longer wish us to assist you. If you ask us to, we will close your file and stop acting on your behalf. In turn, Crosslight will close your file if you do not uphold your obligations outlined overleaf or you stop engaging with us.
Always your decision
Crosslight will advise you on your options and may recommend a course of action which we think is best for you, but it is always your decision as to what you would like to do.
How we use your personal information
If you use our service, we will ask you for personal information (‘data’) about your situation and finances. We take the privacy of your data very seriously and will ensure it is always securely stored and kept confidential. You can find out more about we handle your data, and your data rights, in our Privacy Policy.
Any paperwork you give us will be stored electronically on your case file in accordance with our Privacy Policy. We will not usually be able to return paperwork to you, so please make sure you keep original copies of anything important.
What we expect from you when using our service
If you start working with us, we ask that you:
Reply promptly to contact from us and attend your appointments at the agreed times
Act honestly and give Crosslight full and accurate information about your circumstances and debts
Tell us if your financial situation changes
Treat our team with courtesy and respect
Find out more about your options for dealing with debt.
