Complaints

Our approach to complaints

We always aim to ensure that everyone comes to see us receives the quality advice they need to be able to progress and help resolve their issue at hand. We want our clients to experience a service which is empathetic, compassionate, and non-judgemental, while dealing with issues that could be upsetting or stressful.

If you feel that the service you have received does not meet the high standards that we strive to uphold, then we want to hear from you. We always try to ensure that you are placed the centre of your complaint, and we will treat your complaint confidentially, seriously, and promptly.

Is there more we can do for you?

We appreciate that in some instances we can resolve an issue and put things right. If you prefer for us to review the situation in an informal matter to see if there is more we can do for you, please contact us via feedback@citizensadvicebcp.org.uk

How to make a formal complaint:

We always take complaints with the upmost seriousness and will always strive to achieve the best outcome for our clients, while also learning on what ways we can improve as a service.

To submit a formal complaint, please send details of what you believe has gone wrong in an email to our Chief Executive Officer: zoe.bradley@citizensadvicebcp.org.uk.

Once received we will review the complaint in detail and investigate to determine what has occurred. The investigation will be conducted and directed by our Chief Executive Officer.

We aim to respond in full to any complaint as soon as possible, and in most cases can deliver an outcome within 3-10 working days. However, if the issue is complicated then it may take longer. Any delay will be explained, and you will be kept informed of progress.

What happens if my complaint is upheld?

We appreciate every case is different, and therefore we may offer various solutions and ways forward.

If you are not satisfied with the outcome, you can ask for a further review which will be detailed within your complaint response.