Complaints Procedure
If your experience at Citizens Advice Hillingdon has not met your expectations, we’d 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’s important to us that if something’s 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 four 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 talk to us face-to-face, over email or on the phone. We’ll do everything we can to sort out your problem straight away.
Step 2: Ask for an investigation
We’ll aim to respond to your complaint within 28 working days, however if there’s going to be a delay - due to a complicated situation, for example - we’ll let you know. Following the investigation, we’ll tell you what actions we’ve taken and how we plan to do things differently in the future.
Step 3: Request a review
If you’re not satisfied with the outcome of your investigation, you can raise the complaint with Citizens Advice National office for further investigation.