When you make a complaint about our service

This notice covers making complaints to national Citizens Advice and complaints escalated to us by a local office.

If you have made a complaint to a local office contact the local Citizens Advice and ask to see their policy, or check their website.

How we collect your information

We will collect information about your complaint either directly from yourself or via a local office if they have escalated a complaint to us.

What information we collect

So we can help you with your complaint, we need to know:

• your name

• which local Citizens Advice you're complaining about

• one way we can get in touch with you - email, phone or address

• details of the complaint

You don't have to tell us, but we'll also ask you about your:

• address

• phone number

• email

• problem - for example, whether you wanted help with debt or housing

If you tell us you have a disability or support need, we'll also make a note of that so we can help you access our services.

If your complaint is about advice you received, we might need to look at the information we've recorded about your problem, and listen to your call if you received advice over the phone.

What we use your information for

We use the information you give us to deal with your complaint. We'll only access your information for other reasons if we really need to - for example:

• for training and quality purposes

• to include anonymised complaint statistics in internal reports

Who we share your information with

If your complaint is about your local Citizens Advice, we might refer your complaint to someone there who will look into it.

If you escalate your complaint to an external independent adjudicator, we'll share your complaint information with them.

If your complaint involves an insurance claim, we might share details of your complaint with our insurance representative, ADS.