Leave Us Feedback

Start by discussing the problem with us.  Misunderstanding can often be sorted out by an informal chat.  Don’t be afraid to contact either the Bureau Manager or Trustee as they may be able to solve your problem.

If however they are not able to resolve the matter you can contact us in writing.

Your complaint will be investigated by the Bureau Manager.

If it is upheld, you will get a full apology and, where appropriate, be given details of any action that the bureau is taking to put this right.

If you are not satisfied with the outcome, you can ask for a further review by writing to the Chair of the Trustee Board within 20 days.

The Chair will check that the investigation so far has been properly carried out and check that the fundamental point of the complaint has been addressed; and look at any outstanding issues.

If it is upheld, you will get a full apology and, where appropriate, be given details of any action that the bureau is taking to put this right.

If you are still unhappy with the response from the Chair, you can request a further review to be conducted under the direction of the Chief Executive of Citizens Advice who will conduct a further review of your complaint.

If it is upheld, you will get a full apology and, where appropriate, be given details of any action that the bureau is taking to put this right.

If you are still unhappy you can request that an Independent Adjudicator look into the matter.

Should the Adjudicator find that the above procedure was not followed or that the matter has not been handled fairly, the Adjudicator will specify why and may give directions for a re-investigation.

The decision of the Independent Adjudicator is final.

If your complaint is about debt advice or if you were seeking advice about your credit record and you are not satisfied with the bureau’s final response or if eight weeks have passed since you first let the bureau know about your concerns, you can ask the Financial Ombudsman to review your complaint.

Making a complaint

Contact the Financial Ombudsman Service

Financial Ombudsman Service | South Quay Plaza |183 Marsh Wall| London | E14 9SR

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.

complaint.info@financial-ombudsman.org.uk
www.financial-ombudsman.org.uk

Town Hall
Oxford Street
Workington
Cumbria
CA14 2RS

Call Us
01900 604 735

Office Hours:

Mon - Thurs 09:00 - 17:00
Friday 09:00 - 16:30

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