Complaints
How to complain to Citizens Advice.
We want you to be satisfied with the service we offer but we recognise that sometimes things go wrong which is why we have a complaints process.
Any complaint should be made initially to our Chief Officer or Chair of Trustees.
You can complain using our online form or you can write to us at:
Citizens Advice Elmbridge (West)
Elmbridge Community Hub,
The Old School House,
72 High St,
Walton-on-Thames,
KT12 1BU
If you are not satisfied with how we handle your complaint you can raise the matter with the national Citizens Advice Client Services Team.
Further information about our complaints system, plus all the contact details, can be found on our complaints leaflet.
Our leaflet also explains how to complain to other agencies such as the Financial Ombudsman Service and the Office of the Immigration Services Commissioner. You will need our registration numbers to complain to these organisations. These are:
Charity registration number: 1094025
Financial Conduct Authority: FRN617782
You can find more information about complaining on the national Citizens Advice website.
