Complaints Procedure
If your experience at Citizens Advice Hillingdon has not met your expectations, we would like to do what we can to make the situation better. We are always open to feedback and looking for ways to improve our service. It is important to us that if something is not right, we know about it. We also keep all complaints completely confidential. If you want to make a complaint, you can do so using the following three step complaints procedure.
Step 1: Speak to Citizens Advice Hillingdon
In the first instance, please contact Citizens Advice Hillingdon directly to discuss your concerns.
You can e-mail us (potentially which e-mail address to send the e-mail to) or call us (is it the general advice line phone number). We will do everything we can to sort out your problem straight away.
Step 2: Ask for an investigation
We will aim to respond to your complaint within 28 working days, however if there is going to be a delay - due to a complicated situation, for example - we will let you know. Following the investigation, we will tell you what actions we have taken and how we plan to do things differently in the future.
Step 3: Request a review
If you are not satisfied with the outcome of your investigation, you can raise the complaint with Citizens Advice National office (possibly I could add the link to CA national complaints service) for further investigation.