Exclusive: Citizens Advice Scotland on the brink of collapse


CAS chair's "obsessive" grip on the organisation is at the heart of the charity's issues

23rd May 2016 by Robert Armour 8 Comments

A culture of overbearing interference by trustees has taken Citizens Advice Scotland (CAS) to the brink of collapse, TFN can reveal.

Governance problems at CAS, which supports Scotland’s 61 Citizens Advice Bureaux, are so severe that its core funder, the UK government’s Department for Business, Innovation and Skills (DBIS), could jettison the beleaguered organisation following the outcome of a root and branch review.

A number of senior sources linked to the organisation from the recent past and present told TFN problems stem from unpaid chairman Dominic Notarangelo’s “obsessive” grip on decisions, much of which are outwith the chair’s remit.

Sources paint a picture where Notarangelo, who also chairs Glasgow Maryhill Citizen's Advice Bureau, bizarrely calls himself “Il Padrino” (The Godfather) while allegedly colluding with a cabal of Citizens Advice Bureaux he dubs "the Glasgow Mafia" to ensure re-election every three years. 

Eight governance reviews have been forced on the organisation since the 1990s with the latest probe due to be published at the end of next month. 

Now government ministers have decided enough is enough and are set to take decisive action in a bid to bring the organisation into line. 

Dominic Notarangelo

Dominic Notarangelo

Insiders say civil servants at DBIS are furious with the way CAS is being governed and one option could be for Westminster to drop its core funding – which last year amounted to £3.5 million – leaving it at the mercy of the Scottish Government.

A separate tranche of non-core funding– worth 4.5m – this week become the responsibility of the Scottish Government under the terms of the Scotland Act.

DBIS itself insisted that there are “no plans to transfer responsibility for this [core] funding to Scottish Government.” However, a spokesman added: “We will consider our next steps in light of the outcome of the governance review in July.”

One senior source insisted: “UK government ministers are actively looking to offload CAS. Despite repeated warnings, the trustees are bent on their own personal agendas. It is effectively a farce that has become a constant embarrassment.

“Ministers originally wanted to pull funding altogether. That may be an option if the governance isn’t sorted." 

The source added: "If the problems continue, and funding is pulled, CAS will collapse in its current form. It simply cannot sustain having its funding suspended for any longer than six months."  

The government department announced in March it would hold back six months-worth of funding until CAS got it house in order.

The chair's interference in the running of the organisation has become so pervasive that Notrangelo insisted his own design company undertook pro-bono consultancy work on some nine different Citizens Advice Bureaux despite repeatedly being warned by executives he is dangerously close to falling foul of OSCR’s governance guidelines.   

Although this work was being undertaken on a free basis, he has so far refused to answer TFN's questions about whether he had a business relationship with any of the contractors who were employed to deliver work.

Citizens Advice's revolving door of chief executives

Exclusive: Citizens Advice Scotland on the brink of collapse

Kaliani Lyle (2009)

Susan McPhee (Acting 2009-2010)

Howard McKenzie (2010 – lasted less than one week in post)

Lucy McTernan (2010-2011)

Susan McPhee and Beth Corcoran (Joint acting) (2011-2012)

Margaret Lynch 2012-2016 (Suspended October 2015; dismissed March 2016)  

An entire confidential report into sacked chief executive Margaret Lynch's expenses was leaked to a national newspaper with one source telling TFN leaks are being used as a weapon against anyone who challenges the board. 

Lynch is just one of six chief executives – both permanent and acting –  who have attempted to lead the organisation during Notarangelo’s chairmanship since 2009 (see box).

Stephen Brown, treasurer at North Ayrshire Citizens Advice Bureaux, resigned from his role as treasurer and director at CAS in March after he claimed Notarangelo made his position untenable after he raised concerns about how the organisation’s Development Fund was being administered.

He told TFN: “Do I think CAS is a going concern? Not under these circumstances. Do I think it is fit for purpose? Absolutely not. Do I feel that the people of Scotland are getting a service that they deserve? No."

Brown said in his opinion the current governance review being undertaken by Deloitte is being heavily steered and its outcome a foregone conclusion.  

“My guess of the outcome will be a recommendation to be a members association, with an elected board drawn mainly from those members – probably about nine of them, with maybe three independents,” he said.

“The crazy point here is that many of the characters already steering this fiasco will remain.”

He added: “My view is the people of Scotland deserve better than this. The (Citizens Advice) brand has been so weakened from cutbacks at the front end, and downright bad governance at the top end, a completely new agency is needed that bring back some ethical standards in the independent advice offered to Scottish Citizens.”

A CAS spokesperson said: “CAS has appointed Deloitte to undertake an independent governance review to take stock of our current governance model and assess this against recognised best practice. We expect this to be concluded and recommendations made by the summer.

“We welcome the involvement of both UK and Scottish Governments in this process, and value the views that they will bring in ensuring that as the recipients of public funds, we create a governance landscape which ensures good value for taxpayers’ money.”

OSCR said no active investigation is being made into CAS’s governance.

How board interference is costing CAS dear

Exclusive: Citizens Advice Scotland on the brink of collapse

CAS's board allocates around 20% from its core funding to form a Development Fund to provide grants to individual member bureaux to help them develop their service.

However questions have been raised over how the allocation of these funds work. Insiders say the fund's committee, on which Notarangelo sits, limits wider scrutiny over grant allocation with decisions often taken on an ad-hoc basis.

Sources have told TFN that the cost of sacking former chief executive Margaret Lynch has been well in excess of £100,000.

The internal audit by chartered accountants Chiene and Tait into Lynch's expenses alone cost around £20,000 while lawyers fees and the cost of her being suspension on full pay for seven months takes the amount to six figures.

Insiders believe huge sums being spent on internal wrangling was the catalyst behind DBIS forcing the latest governance review.

This all comes against a backdrop where many individual CABx services throughout Scotland are being cut through dwindling funds with many fighting for financial survival.

24th May 2016 by Edward Harkins

On the basis of this report it seems extraordinary that, "OSCR said no active investigation is being made into CAS’s governance".Especially when a disgruntled ex office holder makes statements such as, “The crazy point here is that many of the characters already steering this fiasco will remain.”

24th May 2016 by Ian Davidson

Irrespective of what may or may not be "going on" in CAS, it is important to remember that the day to day work of volunteers and paid staff assisting the public in individual CABx goes on; please make this distinction clear!

24th May 2016 by Catherine

I shook my head when I read 'OSCR said no active investigation is being made into CAS’s governance'. Kind of clarifies my experience of OSCR as an organisation unable or unwilling to stand up and do its job.I hope this situation gets sorted, as there are many valuable staff and volunteers working hard and helping so many people, particularly around the whole welfare reform.

24th May 2016 by Kevin mcghee

You should look at the governance of Maryhill cab been unchanged and they paid consultants for every single thing they did

24th May 2016 by Lorain mackinnon

I worked as a volunteer at CAB Maryhill for over 4 years. This man made my last year and a half miserable due to me challenging him and the manager Helen. I also asked same question why was he still chair after all these years Answer beacause he can the board just sat there said nothing. He got rid of all volunteers and staff spent money on lunches he ran Maryhill and the manager I reported it all to CAS got reply to say they would get back to me. Guess what that man called me saying my complaint was going no where. He should be jailed for what he has done to CAB

31st May 2016 by Kev

That OSCR are not willing to investigate goes further than CAS. There are boards who, whether believing they are doing their best or not, do not work in the best interests of the organisation and those they serve. Some of the Chief Execs could have lead CAS forward, without doubt but it is difficult to do that with a board obsessed with interfering. It is, in effect a weakness of the charitable sector that boards are almost impossible to shift, and OSCR reluctance is no support at all.

11th August 2016 by Tony Narloch

I was a volunteer with the Citizens Advice and left after being bullied.I was verbally assaulted by a member of staff, which only ended when ANOTHER member of staff intervened. And what was the response of the manager? To investigate all my cases, and ensure that I had to be supervised at all times.I was openly harrassed for putting a complaint in, excluded from meetings and any form of direct input, and I was also made the subject of rumours and gossip.I put in a complaint against a fellow volunteer when I was publically abused in relation to my membership as a Freemason. The next day I was advised there was an investigation pending against me due to a "malicious complaint".The environment was aggressive, toxic and utterly unpleasant. The fact that I was a law graduate was openly mocked and used to further belittle me. I was made so ill as a result of all this I went to my GP.The members of Maryhill CAB run it like their very own little fiefdom and it is utterly rancid.One staff member lost a file of a client, then hid it in the pile for disposal. No action taken.Same staff member called a client who suffered from heroin addiction as "junkie boy".

31st August 2016 by Lorain

Can you tell me if Dominic corleone is still chair of Maryhill cab ?