Use the ‘Copy Script to Clipboard’ button on the right to do just that.
Then, in Casebook, CTRL+V to paste the script into your notes.
Consumer, generic script Q’s:
Has the client contacted us or anyone else about this before – If yes state who?
Is there any conflict of interest? (If ‘yes’ state name or N/A)
Has the client confirmed they have access to the internet access and can use it?
Has the client confirmed they are able to read and act on information on the internet or by email?
If ‘no’, is there anyone else who can support client with this?
Assess client’s overall communication skills (with or without email access can client write letters, cope with forms)
Is client vulnerable in any way (mental or physical problems, educational difficulties etc.)?
Profile & Consent:
Has the client given permission to record details today?
Has the client given permission to share details with research partner? OR Client wishes to remain unnamed and was given their Client Reference Number? (delete whichever is not applicable)
Check client profile details and update if necessary – record information
Update special category consents
Client details
What benefits are you receiving at the moment (ensure added to profile)?
Is anyone else in your household receiving benefits?
Do you have any children dependent on you (number and ages)
Details about the issue
What are the goods or services and what is wrong with them?
When did you first find the goods or work was faulty?
Where and when did you buy the goods/service?
Was there a written contract/where was it signed?
Do you have any kind of receipts (or a copy of credit agreement)?
There is legal protection if you are treated unfairly because of your race/gender/disability/sexual orientation/religion or belief/age. Do you think this could apply to your situation? If yes – full advice interview.
What have you done about the problem so far/what response?
Have you contacted Citizens Advice Consumer helpline?
What are you hoping we can do for you?
Other issues to check for
Debt, e.g. if goods or services bought on credit.
Is the client vulnerable? – if yes, full advice interview
Information Sources
Next steps
The script has successfully been copied to the clipboard.
