Complaints and feedback

You can make a complaint if you’re not happy:

  • with the advice you’ve been given

  • about how you’ve been treated

  • because you’ve had difficulty getting in contact

Please say if you need any extra support when we contact you - for example, larger font size.

Find out how we deal with your complaints.

How to complain

You can complain in different ways - depending on what it’s about.

If you’re complaining about immigration advice

You can complain to us or to the Office of the Immigration Services Commissioner (OISC).

You should complain to the OISC within 12 months of getting the advice if you can.

Office of the Immigration Services Commissioner (OISC)

5th Floor

21 Bloomsbury Street

London

WC1B 3HF

Tel: 0345 000 0046

Fax: 020 7211 1553

Email: info@oisc.gov.uk

Website: http://oisc.homeoffice.gov.uk/

Your call is likely to be free of charge if you have a phone deal that includes free calls to landlines - find out more about calling 0345 numbers.

If you think our advice made you lose money

You can:

  • complain to us

  • ask a solicitor or an independent legal adviser to check if you have a legal claim against us

If you make a legal claim, we can’t deal with a complaint about the same issue until the claim is finished.

If you’re complaining because our phone lines are busy

We know it can sometimes be difficult to get through to someone when you call Adviceline. We’re doing everything we can to make waiting times shorter.

We recommend you call again at a different time, or try contacting us in a different way.

If you want to complain about your local Citizens Advice, you can contact them and say you want to complain.

For all types of complaints, you can complain using the online form. If you’re complaining about your local Citizens Advice, we’ll send the complaint to them to deal with.

Send us your complaint

Please note that due to staff shortages it’s taking longer than usual for us to respond to complaints. Apologies for any inconvenience this may cause, if your issue is urgent we’d recommend you contact the local office directly with your complaint or query.

Only use this form to send us complaints – we can’t reply if you ask for advice.

If you have a consumer issue - find out how to complain or report a business seller.

Check our privacy policy

Find out how we store and use your personal information when you make a complaint.

Check our behaviour policy

Our staff have the right to do their jobs without being treated badly - find out how we deal with unacceptable behaviour.

Feedback

If you would like to provide feedback on your experience with Citizens Advice, you can email feedback@citizensadvice.org.uk.

If you are unable to email us, you can provide feedback using our voicemail only service - Tel: 03000 231 900