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Chat with an adviser online

This advice applies to Wales

For issues about applying for Universal Credit, talk to us on our Help to Claim page.

For debt issues, talk to us on our debt chat page.

For issues with your gas and electricity, talk to us on our energy chat page.

If consumer issues like broken or faulty goods, talk to our consumer service.

You can talk about your issue with a trained adviser online. We’ll try to help you solve your problem or make good progress towards it. In some cases, we might need to send you to your local Citizens Advice or a specialist organisation.

Chat's usually available 9am to 5pm, Monday to Friday. It's not available on public holidays.

A ‘Talk to an adviser’ button will appear below when an adviser is available.



If our advisers aren't available

You might have to wait a while for an adviser to be available.

Our advisers are helping many more people than before because of the cost of living crisis. 

We’re still here to support you. It just might take us a bit longer than usual.

If no-one’s available, you can:

Using chat

To connect you to the right adviser, we’ll ask you for a few details, including:

  • the kind of advice you need, for example ‘Benefits’

  • your postcode

It might take a few minutes to connect you to the right adviser. We’ll let you know if the right kind of adviser isn’t available.

If the right adviser isn't available, we'll try to take a message from you so we can get back to you by email. Unfortunately we can’t always do this when it’s especially busy.

Read our privacy policy to find out how we store and use your personal information.

If you're worried about someone seeing what you've been doing online, you can delete your browser history or use 'private browsing' to hide your activity. You can find out more about covering your tracks online from Women's Aid - their advice is for everyone.

Problems with chat

If we ask you to leave a message, an adviser should reply within 4 working days. If you don’t get a reply, check your spam or junk folder.

Some ‘ad blocker’ software stops chat working. If you use an ad blocker, make sure to add as a trusted site.

If you're unhappy with the service you've received, you can make a complaint about our chat service.

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