We understand that sometimes, despite our best efforts, we can get things wrong. If this happens we follow the mandatory complaints procedure as set out by National Citizens Advice which can be found in the link below:
South Worcestershire Citizens Advice displays the Citizens Advice complaints posters in all outlets. Leaflets are available at all outlets and are taken to outreach sessions and home visits by outreach workers.
Whenever possible complaints are dealt with informally. All complaints are reported to the CEO but are investigated by the most appropriate person in the organisation. Leaflets are on display in waiting rooms.
South Worcestershire Citizens Advice keeps central records of complaints and all related correspondence. Complaints are reported to the trustee board to identify trends, root causes and any action needed on an annual basis.
June 2026