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FAQs - Apply for Help

FAQs – Financial help

How do you use my information?
What will you help with financially?
What won’t you help with financially?
How long will it be before you contact me?
What information will I need to apply?
What do you give advice about?
Is there anything you don’t give advice on?
Why do I need to give details about the household?
If I am enquiring on behalf of someone do they need to sign the enquiry form?
Where can I get help to complete the enquiry?
How long will it take to complete the form?
What equipment do I need complete an enquiry?
Are there some details that have to be filled in?

FAQs – Troubleshooting

I am having trouble inputting information on the form.
Can I print the form out?
Do I have to complete the form in one go? Can I save it?
How do I attach documents? 
I've forgotten my password.  How do I get back into my form?
Why can't I log in?
I started my enquiry over 3 weeks ago. I can't get back into it.
Why do I need to give details about the household?
I don’t have all my financial information with me, do I need it?
I can’t remember the exact start or finish dates of my previous jobs – what should I put in? 
I want to delete my application - how can I do this?
I wanted to change some information, but I've already saved it and can't go back - what can I do?

FAQs – Financial help

How do you use my information?

We collect your personal information to give you the services or information you have requested and to discuss with you how we may be able to help.

We will only share information with third parties (e.g. partner charities) when it may be of benefit to you and you have given your prior consent. Our full Data Protection policy is here.

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What will you help with financially?

We’ll look to see what the unexpected need is and where we can be of most help. If it’s an emergency, we may be able to offer a one-off payment to tie you over during the crisis. Types of help we'll consider include: household bills, equipment costs, funeral expenses, travel costs.

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What won’t you help with financially?

We can’t usually pay for anything that has already been bought or bills that have already been settled, even if you borrowed the money to do so. We cannot help clearing a non-priority debt, such as a payday loan, but we will consider helping with priority debts such as rent or Council Tax arrears. We can't assist with purchasing a property, education costs, legal expenses or fines. Usually we do not help with medical costs.

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How long will it be before you contact me?

We screen applications on a daily basis. Emergency situations are given priority.

After you submit your enquiry, we’ll contact you to discuss any areas we can help with and any further information we need in order to make a decision. We may contact you by phone or email. Our email uses a secure messaging system to protect your data.

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What information will I need for the application?

If you need financial assistance, you’ll need:

  • a recent full monthly bank statement
  • a copy of your payslip or pension letter
  • a breakdown of your income and expenditure, including savings, assets, debts and arrears
  • copies of any relevant documents, such as household bills

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What do you give advice about?

We provide advice for: money issues, relationship difficulties, caring responsibilities, stress, anxiety, depression and other mental health problems.

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Is there anything you don’t give advice on?

We can’t give advice about: financial planning (such as pension plans and investment advice), employment law or tax issues. We can signpost you to the right people who will be able to give advice in these areas.

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Why do I need to give details about the household?

This information is used to get a picture of your full circumstances and therefore needs. For financial support this may be required to get you the most appropriate help, for example benefits or Tax Credits.

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If I am enquiring on behalf of someone else do they need to sign the enquiry form?

You need to have the person’s full consent to make an enquiry on their behalf. There is a box on the form that you must tick to indicate you have obtained this consent.

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Where can I get help to complete the enquiry?

Call us on the Freephone line 0800 056 2424 (Monday to Friday, 8.30am to 5pm) or email help@foryoubyyou.org.uk.

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How long will it take to complete the form?

It can take as little as 10 minutes for an emergency request. If you need financial help or money advice you’ll need to complete details about your income and expenditure. The more information you have to hand, the easier it will be to complete the application.

The sections of the application are:

  1. Register (login) and Data Protection information
  2. Personal details including civil service workplace
  3. Issues
  4. Income and Expenditure details for your household
  5. Upload documents – you can send these later if you choose
  6. Actions you’ve already taken – this helps us provide relevant advice
  7. Declaration that the information you have provided is accurate

You’re then ready to print off a copy or save it to your desktop, and submit it to us.

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What equipment do I need complete an enquiry?

You’ll need to be online: on a PC, smartphone or tablet. N.B. If using Internet Explorer, you’ll need to be using version 8 or upwards.

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Are there some details that have to be filled in?

Yes, we need personal details to ensure you have a Civil Service connection. These include: your National Insurance, payroll and pension number as well as name etc. If you are a financial dependant of a current, former or retired civil servant, we need to establish the Civil Service connection of the person you are or were dependant upon.

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Troubleshooting FAQs

I am having trouble inputting information on the form, what do I do?

Call us on the freephone line 0800 056 2424 (Monday to Friday 8.30am to 5pm).

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Can I print the form out?

Yes you’ll get the opportunity to save the document as an HTML document and print it out before you submit it. But once submitted, you will no longer see it.

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Do I have to complete the form in one go? Can I save the form and go back into it?

You can come back into the form to complete it. However once you have completed a question and saved it, you won’t be able to change this information. If some details have changed, you can always let our team know when they contact you after you submit your enquiry.

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How do I attach documents?

You can scan and attach them, send by email, post or fax them. Photocopies are accepted, but we only return original documents to you, not photocopies.

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I've forgotten my password. How do I get back into my form to complete it?

When you log in you can reset the password if you have forgotten it. By entering your email address we can send you a temporary password. It’s advisable to then choose a new password that you’ll remember.

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Why can't I log in?

If you applied to us before July 2014, your own computer may have 'auto-filled' the fields with your previous password and username. You'll need to clear these and create a new password and username to continue. If you continue to have problems, please call us! 

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I started my enquiry over three weeks ago. Why can't I get back into it?

After 14 days’ inactivity we send you a reminder email to let you know that you've not completed your enquiry. If there's no activity on the enquiry for a further seven days, we automatically delete it. This is to ensure your data is only kept for as long as necessary.

If you’re having trouble getting the information, you may want to make a change or addition, to ensure your application stays open for another two weeks.

We delete the data after three weeks of inactivity to ensure that personal data is not kept longer than necessary, and in most cases three weeks would be enough time to complete an application.

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Why do I need to give details about the household?

In order to give you the most appropriate advice, this information will be used to get a picture of the circumstances and needs. For example if you have children you may be entitled to claim benefits.

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I don’t know/have all my financial information with me, do I need to fill it all in?

You can leave any of the fields blank but the more you can complete, the less we’ll have to ask you later.

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I can’t remember the exact start or finish dates of my previous jobs – what should I put in?

Put in as much as you remember, and where you can’t recall the day select the beginning of that month and/or estimate the year. You don’t need to put in all previous employment but any information helps us to give you appropriate advice. For example you may be eligible for help from The Charity of Civil Servants but also from other occupational organisations as well.

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I want to delete my application - how can I do this?

If you haven't submitted your application, you'll get a reminder email and unless you go back into it, the application and all the data is automatically deleted after three weeks. 

If you have submitted it, but then change your mind, you can either call us to let us know you no longer want to proceed, or tell us when we contact you. Your application will then be closed by us.

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I wanted to change some information, but I've already saved it and can't go back - what can I do?

To change information you can either: send the changes to us, upload it, attach in a separate document or post it with any other documents you're sending in. If you want to email this information to us send your changes to: myenquiry@foryoubyyou.org.uk giving the reference number of your application with it.

Your reference number is included in our email to you when we acknowledge your application, (W plus a number). 

Please note: if a lot of information needs changing, it may be easier to start a new application. 

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Give us a call...

For confidential support and advice call 0800 056 2424