If your experience at Grangemouth & Bo'ness Citizens Advice Bureau has not met your expectations, we’d like to do what we can to make the situation better. We are always open to feedback and looking for ways to improve our service.
It’s important to us that if something’s not right, we know about it. We also keep all complaints completely confidential. If you want to make a complaint, you can do so using the following four step complaints procedure.
Step 1: Complain to Grangemouth & Bo'ness Citizens Advice Bureau
In the first instance, please contact Grangemouth & Bo'ness Citizens Advice Bureau directly to discuss your concerns. You can talk to us face-to-face, over email or on the phone. We’ll do everything we can to sort out your problem straight away. Contact info can be found at the bottom of the page.
We will write to acknowledge your complaint within five working days, telling you what action is being taken, who is dealing with your complaint and when you can expect to receive a full reply. Every effort will be made to complete the investigation within the next twenty-five working days. If it takes longer, we will keep you informed of progress.
Step 2: Review by CAB governing body
If you’re not happy with our response, you can request a review by the Chair.
Step 3: Review by CEO of Citizens Advice Scotland
If you are still not happy after the bureau’s response, you can request a further review. The bureau should provide details on how to do this. This stage involves a review of the bureau’s handling of your complaint and whether the complaints process has been followed. However, it does not involve an investigation of the facts of your complaint.
Step 4: Review by an independent arbiter
If your complaint is not upheld by Citizens Advice Scotland and you are still not happy, you can ask for your complaint to be looked at by an Independent Arbiter.
A copy of the CAS complaints policy and procedure is available at Complaints | Citizens Advice Scotland or can be requested from Citizens Advice Scotland, 2 Powderhall Road, Edinburgh EH7 4GB