Feedback and complaints
We work really hard to give you the support you need. Our client surveys tell us that more than 95% of clients are very happy with the service we provide. The client stories on another tab on this site show just how much we help some clients.
But we may not always get it right. You can make a complaint if you’re not happy:

> with the advice you’ve been given
> about how you’ve been treated
> because you’ve had difficulty getting in contact

How to complain
Write or call us to set out your concern. We will prefer an email if that is possible. Please address it to
Please say if you need any extra support when we contact you, for example larger font size.
We promise to deal with your complaint promptly and with care and respect; we want to get it right.
Please note that our staff and volunteers have the right to do their jobs without being treated badly.

You may also complain directly to the National Citizens Advice organisation if you feel that is more appropriate for your case. They will liaise with us to resolve your issue.
Citizens Advice Client Services team | Telephone: 03000 231 900 | Monday to Friday, 9am to 5pm Email:
Your call to them is likely to be free of charge if you have a phone deal that includes free calls to landlines - find out more about calling 030 numbers.