How Did We Do?

Citizens Advice Newcastle always aims to provide a high quality advice and information service to meet your needs. Please let us know what you think of our services. We value your feedback and it helps us to keep improving them.

Please tell us:

If we've provided a great service

We love it when we get things right. We will pass your compliment on to the volunteers and staff involved, and share it as best practice.

If you have any suggestions for improvements

If we can improve our services, we want to know about it. Please contact us with the ideas you have about what we can do better.

If you're unhappy with our services

We're sorry if we didn't meet the high standards we set ourselves. Complaints help us to learn how and why we've gone wrong. They help us to change the way we work so that we don't make the same mistake again.

How To Send Us Your Feedback

Write To Us At:
Citizens Advice Newcastle
4th Floor,
City Library,
Charles Avison Building,
33 New Bridge Street West,
Newcastle upon Tyne,
NE1 8AX

Phone: 0191 229 2750

For Comments and Compliments

Email: citycab@newcastlecab.org.uk

For Complaints

Email: complaints@newcastlecab.org.uk

Complaints Procedure

All complaints will be logged. Written complaints will receive an acknowledgement within 5 working days. We aim to investigate complaints properly, and provide a formal response within 8 weeks. This will set out how we dealt with the complaint and what we have decided to do about it.

If you're unhappy with our response or to the outcome of your complaint, you can ask for our decision to be reviewed. To do so, you must contact Citizens Advice's Client Services Team within 4 weeks of receiving our formal response. You need to explain to the Client Services Team why you are unhappy with our formal response. The Client Services Team can be contacted on tel: 03000231900 or email: feedback@citizensadvice.org.uk. More information about making a complaint about Citizens Advice can be found on our website here: www.citizensadvice.org.uk/about-us/contact-us/contact-us/make-a-complaint-about-us/

Financial Ombudsman

If your complaint is about debt advice you have had from us, and you are not satisfied with our response, you may be able to ask the Financial Ombudsman to review your complaint. You can complain online at: www.financial-ombudsman.org.uk/contact-us/complain-online

By Phone:

0800 023 4567 free from landlines and mobiles

or 03001239123 you need to check if you will incur a charge or if the call is free depending on your mobile phone package. Free if you use a mobile phone and pay a monthly charge for alls to numbers starting 01 and 02.

Email:

complaint.info@financial-ombudsman.org.uk

Website:

www.financial-ombudsman.org.uk

We value your feedback and it helps us to keep improving!

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