Complaints
How to make a complaint
Citizens Advice St Helens has a complaint handling procedure. Should you wish to make a complaint about any of the services that you have received from Citizens Advice St Helens, please see below.
Write to: Complaints, Citizens Advice St Helens, Millennium Centre, Corporation Street, St Helens, WA10 1HJ
Please email complaints@casthelens.org.uk to request a copy of the complaints leaflet to be either posted or emailed to you.
Alternatively you can contact the office on 01744 371 552 and leave a voicemail.
If we’ve let you down, 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.
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 right away.
If they can’t, or you’re still not happy, you can make a formal complaint.
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 detailed above. Alternatively, you can call or email the Citizens Advice Feedback team and they will 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 the progress.
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 Feedback team. The review will be overseen by our Chief Executive.
Using an independent adjudicator
If you are still not happy with the decision, you can refer your complaint to an independent adjudicator.
An independent adjudicator is someone unconnected with Citizens Advice who will decide if we’ve dealt with your complaint fairly.
If you want to progress to this stage, you must contact us within four weeks of receiving your review decision from Citizens Advice, Contact the Feedback team.
Contact the Financial Ombudsman Service
By post:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
By phone:
- 0800 0 234 567 – free for people phoning from a ‘fixed’ line (eg a landline at home)
- 0300 123 9 123 – 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
Website: www.financial-ombudsman.org.uk