Complaints

Making a complaint

Every year Citizens Advice North Somerset helps thousands of people. However, every so often someone comes away from us feeling unhappy. Perhaps you had to wait for ages, only to find out that there is very little we can do for you. Similarly, you felt that you were not treated with respect or courtesy. Perhaps the advice we gave you did not work out for you or was wrong.

Unfortunately, these things happen. We know we are not perfect. But we aim to be. That is why we have a complaints procedure. Sometimes we can put things right; sometimes we can only explain ourselves and apologise. But we do want to learn from our mistakes. What you tell us helps to look at how we do things and helps us to improve our service.

I am dissatisfied, what do I do?

Misunderstandings can often be sorted out on an informal basis. Don't be afraid to contact the Chief Officer, she might be able to iron out the problem straightaway. But if you feel the problem needs to be looked at and put on an official footing, you can follow our national bodies complaints procedure or put all the information in a letter and send it to the local Citizens Advice manager.

What happens next?

To make sure that all complaints are handled efficiently and fairly, we have a complaints procedure. This runs through various stages when complainants continue to feel unhappy with the response they have received.

You can read our complaints leaflet to find out more.

Send your complaint

Send your complaint to the Chief Officer or the Chair of the Trustee Board, Citizens Advice North Somerset, 39 Oxford Street, Weston-super-Mare BS23 1TN, or by email to admin@nscab.org.uk.