Making a complaint with CA Flintshire 

If you have a specific issue and you would like us to look into it further, please read the advice below. Tell us if we’ve let you down. We want everyone who uses our services to be happy. If you’re not, we want to know why. We’ll always try to put things right, but if we can’t, knowing where we’ve gone wrong will help us to do better in the future.

Email us: [email protected] – Please include the word Complaint in the subject line.
or
Write to us: Address your letter to the Chief Executive Officer at the address below:
Citizens Advice Flintshire, Terrig House, Chester St, Mold, CH7 1EG

Whenever you write to us to make a complaint, you can be assured we will:

  • Always listen to what you have to say

  • Treat you honestly, fairly and politely

  • Give you help and advice as quickly as we can

  • Respect your individual needs and your right to privacy

  • Keep you informed about what’s happening

  • Take action, where appropriate, to improve our service to you

 

Making a complaint with National Citizens Advice

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.

Asking the local Citizens Advice to resolve the problem – Local Citizens Advice needs 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 straight 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 at the bottom of this page, or drop it into the local Citizens Advice centre you are complaining about. Alternatively, you can call or email the Citizens Advice Feedback team using the details at the bottom of this page, 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 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 whether 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.

Contacting the Financial Ombudsman Service – The Financial Ombudsman Service provides a free, independent service for clients to resolve disputes with not-for-profit debt advice providers. The Financial Ombudsman Service will only step in once a local Citizens Advice has had the opportunity to investigate a complaint, so please contact the local service first. If your complaint is about debt advice or if you were seeking advice about your credit record and you are not satisfied with the final response, or if eight weeks have passed since you first let us know about your concerns, you can ask the Financial Ombudsman to review your complaint.

Who to complain to?

To contact the Citizens Advice Feedback team: 03000 231 900 [email protected]

Financial Ombudsman Service By post: Financial Ombudsman Service South Quay Plaza 183 Marsh Wall London E14 9SR

By phone: 0800 023 4567 – free for people phoning from a ‘fixed’ line (e.g., a landline at home). 0300 123 9123 – free for mobile phone users who pay a monthly charge for calls to numbers starting 01 and 02.

By email: [email protected]