Complaints | Citizens Advice Hillingdon

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.

Alternatively you can download our Complaints Leaflet in:

English or

Welsh

Step 1: Speak to Citizens Advice Hillingdon.

Step 2: Ask for an investigation.

Step 3: Request a review.

Step 1: Speak to Citizens Advice Hillingdon.

Step 2: Ask for an investigation.

Step 3: Request a review.

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 our team to:

[email protected]. We will do everything we can to sort out your problem straight away.

Step 2: Ask for an investigation

If you are not happy with our response, you can send an official letter to our Chief Officer or The Chair of the Trustees to complain. Please, address letter to: Citizens Advice Hillingdon Chief Officer or The Chair of the Trustees and send it to: Parker Cavendish, Suite 301, Stanmore Business and Innovation Centre. Howard Road, Stanmore, Middlesex, HA7 1FW. You can request a formal investigation in an e-mail from Citizens Advice Client Services team, send e-mail to: [email protected] or by phoning 03000 231 900. Our Chief Officer or Chair of the Trustees will thoroughly investigate your complaint and this process will be overseen by our CEO. If your complaint is about one of the service managers, then the CEO will take charge. Read more >

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 for further investigation.