How to make a complaint

Citizens Advice Richmond is committed to providing a quality service. Whichever way you choose to contact us, we will do our best to ensure that your enquiry is dealt with correctly and in a timely manner.

However, we acknowledge that, in spite of our best efforts, things can sometimes go wrong.

If you feel that you have not received a good service, in the first instance, please ask to speak to the adviser or their supervisor so that we can try and put things right straight away.

If you still wish to make a complaint about the advice or service you received at Citizens Advice Richmond, please outline the nature of your complaint in writing.

This can be done:

  • by email (by using the form below, inserting your name contact details and nature of your issue and clicking “submit”)
  • or in writing to:

The Chief Executive
Citizens Advice Richmond
1st Floor,94-102 High Street,
Hampton Hill
TW12 1NY

Once we have received your written complaint, we will acknowledge it within 5 working days.

The acknowledgment will include:

  • A confirmation that your complaint has been received.
  • A brief description of how your complaint will be handled including the role/name of the person responsible and the timescale for a full response.
  • Information about the full complaints procedure.
  • Confirmation that if your complaint is not resolved, how you can escalate your complaint further.

The second aim of this stage is to investigate what went wrong, and we will provide you with a full response within 8 weeks.

The investigation will:

  • Be impartial. Your complaint will be approached with an open mind, and the facts and contentions in support of your complaint will be weighed objectively.
  • Be confidential. Your complaint will be investigated in private and care will be taken when disclosing to others any identifying details of your complaint.
  • Be transparent. You will be told about the steps in the complaint process and be given an opportunity to comment on any information that may be evidence against your complaint.

The investigation into your complaint can be delegated, but this will not be to anyone implicated or involved in the issue.

Complaints form

Complaints form

Please note, fields marked with the red asterisk are mandatory.

(Please describe briefly why you are dissatisfied with the service/advice you received)
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