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.
This page is for making a complaint against the advice you have received from us.
We promise to deal with every complaint quickly, professionally and confidentially. It’s quicker to speak to the manager at your local Citizens Advice office or to the manager of the service you are contacting. They will often be able to solve the problem straight away. If they can’t, or you’re still unhappy, you can make a formal complaint by either;
or writing a letter to our Chief Executive at Citizens Advice County Durham, Armstrong House, Abbeywoods Business Park, Durham. DH1 5GH
Your complaint will be investigated by someone who isn’t directly involved. If it’s upheld, we’ll apologise fully and if appropriate, let you know what we’re doing to put things right.
We aim to respond to every complaint within eight weeks. If it’s going to take longer, we’ll explain why and keep you informed of the progress.
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 our decision within four weeks of receiving our outcome. The review will be overseen by their Chief Executive. Your request should be submitted to email@example.com or alternatively, call 03000 231 900.
If you are still unhappy with the decision, you can refer your complaint to an independent adjudicator within four weeks of receiving their decision. Your request should be submitted to firstname.lastname@example.org or alternatively, call 03000 231 900.
If your complaint is about debt advice or if you were seeking advice about your credit record and you’re 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’ve had the opportunity to look at the complaint. Your request should be submitted to email@example.com or alternatively, call 0300 123 9123.
If your complaint is about immigration casework, you can contact the Immigration Services Commissioner. Your request should be submitted to firstname.lastname@example.org or call 0345 000 0046