Every year, Citizens Advice Carlisle & Eden helps thousands of people with issues they are facing. However, we acknowledge that every so often we get things wrong and someone goes away feeling unhappy.
Perhaps you felt you had to wait too long for an appointment, you were treated unfairly or quite simply we provided you with the wrong information or advice.
Unfortunately, these things do sometimes happen which is why we have a complaints procedure in place to ensure clients can voice their concerns. From this, we can make changes so that others don’t feel the same way but sometimes, we can only apologise and explain ourselves. We take steps to learn from our mistakes and what you tell us helps us improve our service.
All information you share with us is treated seriously and confidential.
What can you do?
The policy of Citizens Advice Carlisle & Eden comprises of five stages:
- Informal Stage
- Local Citizens Advice stage
- National Citizens Advice stage
- Independent Ajudicator stage
- Financial Ombudsman Service stage
Details of the full policy can be found here (link to be added)