[13] This research and campaigns agenda also known as "social policy" [14] is more preventative in nature and designed to stop problems arising in the first place.

[15] Public funding for the organisation was cut following the war but restored during the 1960s and a government grant in 1973 allowed the National Association of Citizens Advice Bureaux (NACAB) to expand the charity.

[24] The origins of the modern Citizens Advice service can be traced back to the Betterton Report on Public Assistance from 1924.

The National Council for Social Service (NCSS) called a meeting in 1938 in which plans to establish "Citizens Aid Bureaux" were devised in the event of war.

In The Story of The Citizens' Advice Bureaux Brasnett states that the typical bureau would include "a committee chairman the editor of a respected county paper, as treasurer a local bank manager; and among the members the manager of the employment exchange, an estate agent who was able to lend part of a house for offices".

[29] By 1942, there were 1,074 bureaux[27] in a wide range of improvised offices such as cafes, church halls, private homes and air-raid shelters.

[30] The Independent describes Citizens Advice at this time as "clearing houses for family and personal problems that abound from war conditions", with common issues being lost ration books and debt issues as men went off to fight in World War II.

In 1973, the government funded NACAB, the National Association of Citizens Advice Bureaux, to enlarge the network.

The 1984 afternoon television drama series Miracles Take Longer depicted the type of cases that a 1980s branch would have to deal with.

Despite the large number of volunteers working for the organisation, level of demand for the service often far outstrips resources.

[40] At the start of Guy's tenure Citizens Advice faced a budget cut of 9%[41] however finances have recently improved with the charity increasing its income from £62m to £77m between 2013 and 2015.

[42] This is largely a result of Citizens Advice taking over roles that were previously performed by the quangos the Office of Fair Trading and Consumer Futures.

[46] The rebrand was criticised by Steve Johnson the Chief Executive Officer of AdviceUK who described it as "facile".

[47] However, evidence from Citizens Advice focus groups found that while the charity was well known the brand was considered somewhat “tired” or “old fashioned”.

[52] It explored the work of Bridgend Citizens Advice in Wales and their work on issues such as the bedroom tax, Job Seekers' Allowance "sanctions" and appeals for Employment Support Allowance and Personal Independence Payment in light of the Conservative Government's cuts to the social security system.

The Citizens Advice service in England and Wales, Northern Ireland, and Scotland is guided by four principles.

[4] They also state that their "charitable mission is to provide advice that helps people to overcome their problems and come together to campaign on big issues when their voices need to be heard".

At some Citizens Advice offices solicitors may offer short appointments on a pro bono basis as a way of gaining clients.

[87] The Citizens Advice service, both locally and nationally, also uses clients' problems as evidence to influence policy makers to review laws or administrative practices which cause undue difficulties to clients, in a process referred to as "Social Policy".

[88] Current research areas include mental health[89] domestic abuse,[90] problems in the private rented sector,[91] welfare,[92] work,[93] pensions,[94] energy policy[95] and the postal service.

[97] Citizens Advice produces constituency data that can be used by Parliamentarians to improve how they complete their own case work.

[113] Citizen Advice's own research has also shown that volunteering has positive benefits in terms of helping people gain practical skills and improving mental health.

[115] Citizens Advice's campaigns work has had a number of successes including the Financial Conduct Authority capping payday loans.

[118] There is a growing body of evidence which shows that tackling practical problems through advice improves health and wellbeing.

The research report "A Very General Practice" estimates that 19% of GP appointments are spent dealing with non-clinical problems.

98% of IAPT practitioners that responded to Citizens Advice research reported that they had dealt with a patient's non-health problems during an appointment in the past month and 57% reported the proportion of time they spend on non-health issues has increased compared to last year.

Based in Edinburgh it comprises 61 member bureaux, including a national helpline (Citizens Advice Direct).

Together these free local and national services provide legal advice, practical help and information on consumer and political rights across the country.

CAS launched a national helpline in 2005, called Citizens Advice Direct, staff were based in Glasgow city centre.

[125] In 2012 a study showed that most of CAS's activity was the provision of advice across five areas: benefits, debt, employment, housing and relationship.