Tell us what you think.
At Citizens Advice, we value each opinion. Feedback is very useful for us, as it tells us where we could improve our service and what we are doing well. If you would like to comment on our service, please fill in the feedback form below. We appreciate you taking the time to tell us about your experience of using our service. Your answers are confidential and anonymous.
Feedback and who to complain to.
Your Local Citizens Advice
By post
Citizens Advice Plymouth
3rd Floor Cobourg House
Mayflower Street
Plymouth, PL1 1QX
By email
director@plymouthcab.org.uk
National Citizens Advice Feedback Team
By phone
03000 231 900
By email
feedback@citizensadvice.org.uk
Financial Ombudsman Service
By post
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London, E14 9SR
By phone
0800 023 4567
Free for people phoning from a fixed line (e.g. a landline at home)
0300 123 9123
Free for mobile phone users who pay a monthly charge for calls to numbers starting 01 and 02
By email
complaint.info@financial-ombudsman.org.uk
Online
financial-ombudsman.org.uk
Immigration casework complaints
How to complain about immigration advice.
The Immigration Services Commissioner who
looks after the standards of immigration advice
will investigate complaints about immigration
casework.
You can make a complaint instead of
approaching your local Citizens Advice or can
do so at any stage during the Citizens Advice
complaint procedure.
By post
Office of the Immigration
Services Commissioner
Complaints Team
5th Floor, 21 Bloomsbury Street
London, WC1B 3HF
By phone
0207 211 1500
0345 000 0046
By email
complaints@oisc.gov.uk
Online
gov.uk/find-an-immigration-adviser/complain-about-an-adviser
citizensadvice.org.uk
If we’ve let you down, please tell us. We want everyone who uses Citizens Advice to be happy with the service we provide. That’s why, if we’ve let you down, we want to hear from you – no matter how big or small the issue is. Often, we’ll be able to put things right. And even when we can’t, knowing where we’ve gone wrong will help us do better in the future. We promise to deal with every complaint quickly, professionally and confidentially.
Asking the local Citizens Advice to resolve the problem informally. It’s important to the local Citizens Advice to know what we’ve done wrong, so we can do our best to put it right. Don’t be afraid to speak to the Manager or person in charge of complaints. They will often be able to solve the problem straight away. If they can’t help, or you’re still not happy, you can make a formal complaint.
By phone
08082 787 910
By email
emma.symonds@plymouthcab.org.uk
Making a formal complaint
There are several ways to make a complaint.
You can write a letter explaining what happened and send it to the address below, or drop it into the local Citizens Advice centre you are complaining about. Alternatively, you can call or email the Citizens Advice Feedback team and they wil pass your complaint to the right person. 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 than this, we’ll explain why and keep you informed of progress.
By post
Citizens Advice Plymouth
3rd Floor Cobourg House
Mayflower Street
Plymouth, PL1 1QX
By email
director@plymouthcab.org.uk
Asking for a review
If you feel we haven’t dealt with your complaint properly or you aren’t satisfied with the outcome, you can ask us to review the decision. Please make sure you ask for this within four weeks of receiving the decision by contacting the National Citizens Advice Feedback team, using the details on the back of this leaflet. The review will overseen by the Chief Executive of National Citizens Advice.
Contacting the Financial Ombudsman Service
The Financial Ombudsman Service provides a free, independent service for clients to solve disputes with not for profit debt advice providers. The Financial Ombudsman Service will only step in once local Citizens Advice has had the opportunity to investigate a complaint so please contact the local service first. If your complaint is about debt advice or if you were seeking advice about your credit record and you are not satisified with the final
response, of if eight weeks have passed since you first let us know about your concerns, you can ask the Financial Ombudsman to review your complaint.