Complaints
We want everyone to be happy with the service we provide. That’s why, if we’ve let you down, we want to hear from you.
We promise to deal with every complaint quickly, professionally and confidentially.
If you are dissatisfied with our service you can make a formal complaint by either:
Alternatively you can contact national Citizens Advice at [email protected] or by telephone 03000 231 900.
Your complaint will be investigated by someone who isn’t directly involved. If it’s upheld, we will apologise and where appropriate, let you know what we’re doing to put things right.
If you feel we haven’t dealt with your complaint properly or you aren’t satisfied with the outcome, you can ask national Citizens Advice to review the decision within four weeks of receiving the decision. The review will be overseen by their Chief Executive. Your request should be submitted to [email protected]
If you are still not happy with the decision, you can refer your complaint to an independent adjudicator within four weeks of receiving the decision. Your request should be submitted to [email protected]
If your complaint is about debt advice and you are not satisfied with the final response, or if eight weeks have passed since you first let us know about your concerns, you can ask the Financial Ombudsman to review your complaint. The Financial Ombudsman will only step in after we have had the opportunity to look at the complaint. Your request should be submitted to [email protected]