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.

It’s quicker to contact the Manager or person in charge at the local Citizens Advice centre.  They will often be able to solve the problem straight away.  If they can’t, or you’re still not happy, you can make a formal complaint by either;

  • completing the form below
  • sending an email to complaints@citizensadvicecd.org.uk
  • or writing a letter to our Chief Executive at Citizens Advice County Durham, Armstrong House, Abbeywoods Business Park, Durham.  DH1 5GH

Alternatively you can contact national Citizens Advice at feedback@citizensadvice.org.uk or by telephone 03000 231 900.

Your complaint will be investigated by someone who isn’t directly involved.  If it’s upheld, we’ll apologies 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 the decision within four weeks of receiving the decision.  The review will be overseen by their Chief Executive.  Your request should be submitted to feedback@citizensadvice.org.uk

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  feedback@citizensadvice.org.uk

If your complaint is about debt advice or if you were seeking advice about your credit record 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 complaint.info@financial-ombudsman.org.uk