If you’re unhappy with the service you received from your local Citizen Advice office then you can make a formal complaint with the hopes that next time you visit your experience is more pleasant.
Here’s the complaints procedure Citizens Advice follow so you know what to expect from them.
Calling Citizens Advice to make a complaint
You can phone the Citizens Advice to make your complaint by calling the number 0843 208 0982. When you phone this number you will need to give some details of the local office you visited, as well as a description of the incident that left you feeling upset or annoyed.
Email your complaint to Citizens Advice
You can also send your complaint to the Citizens Advice via an email, you can send it to the address: email@example.com. You will need to provide as much detail as possible in your email about your complaint, as well as providing details of the best way they can get back in touch with you, whether you’d prefer an email, a letter or a phone call to explain what is happening with your case.
Send your complaint to Citizens Advice in a letter
It is also possible to send your complaint in a letter, you will have to send this letter to your local Citizens Advice Office that you are making the complaint about. You can address your letter to the manager or the chair. They will then investigate your complaint and come back to you in due course with what is going to happen as a result of the investigation and your complaint.
Fill in the feedback form for your complaint online
If you’d prefer you can also fill in the feedback form online to make your complaint regarding the Citizens Advice. The form prompts you with the information you need to provide and will submit it directly to them for them to look into and get back to you.
Citizens Advice Bureau complaints procedure
When you make your complaint, it will be investigated, either by the manager or chair of a local office, or at the national office, depending on how you choose to complain.
Once they’ve investigated the complaint, and if it is upheld you will receive a full apology regarding the incident.
If they can, they’ll provide details of how they plan to put your complaint right, and if there are any new procedures in place to prevent this type of thing from occurring again.
The Citizens Advice aim to get all complaints resolved within 8 weeks, however, if this is not possible, they will contact you and explain any delay and keep you up to date with what’s happening in your specific case.
Once you get a reply from them with the outcome of your complaint, if you’re not happy with how it’s been resolved, you can ask for a further review of the complaint.
A review of your complaint will be carried out under the direction of the Citizens Advice chief executive. Once you get a reply from these, if you’re still not happy with what response is given, you can then escalate your complaint to an independent adjudicator.
The independent adjudicator will look at your complaint separately from Citizens Advice. If you want to escalate your complaint to them, you will have four weeks from the time of receiving your review from the Citizens Advice to take it to the adjudicator.