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Do you have a complaint?

Every year Bolton Citizens Advice Bureau helps tens of thousands of people.

However, we acknowledge that every so often we get things wrong and someone goes away feeling unhappy.  Perhaps you had to wait ages, only to find out there was little we could do for you or you felt that you were not treated with respect or courtesy.  Perhaps our advice didn’t help or was wrong.

Unfortunately, these things happen.  We know we are not perfect, but what is important is that we aim to be.  That is why we have a Complaints Procedure.  Sometimes we can put things right; sometimes we can only explain ourselves and apologise.  But we do want to learn from our mistakes.  What you tell us helps to improve our service to you.

We will treat your complaint confidentially, seriously and quickly.

What can I do?

Start by discussing the problem with us.  Misunderstanding can often be sorted out by an informal chat.  Don’t be afraid to contact either the Non Advice Lead or Activity Centre Supervisor as they may be able to solve your problem. 

If however they are not able to resolve the matter you can fill out the form below, or if you prefer, put this information into a letter.

Your complaint will be investigated by the Chief Officer.

If it is upheld, you will get a full apology and, where appropriate, be given details of any action that the bureau is taking to put this right.

If you are not satisfied with the outcome, you can ask for a further review by writing to the Chair of the Trustee Board within 20 days.

The Chair will check that the investigation so far has been properly carried out and check that the fundamental point of the complaint has been addressed; and look at any outstanding issues.

If it is upheld, you will get a full apology and, where appropriate, be given details of any action that the bureau is taking to put this right.

If you are still unhappy with the response from the Chair, you can request a further review to be conducted under the direction of the Chief Executive of Citizens Advice who will conduct a further review of your complaint.

If it is upheld, you will get a full apology and, where appropriate, be given details of any action that the bureau is taking to put this right.

If you are still unhappy you can request that an Independent Adjudicator look into the matter.

Should the Adjudicator find that the above procedure was not followed or that the matter has not been handled fairly, the Adjudicator will specify why and may give directions for a re-investigation.

The decision of the Independent Adjudicator is final.

If your complaint is about debt advice or if you were seeking advice about your credit record and you are not satisfied with the bureau's final response or if eight weeks have passed since you first let the bureau know about your concerns, you can ask the Financial Ombudsman to review your complaint.

Contact the Financial Ombudsman Service

Financial Ombudsman Service | South Quay Plaza |183 Marsh Wall| London | E14 9SR

0800 0 234 567 - free for people phoning from a 'fixed' line (eg a landline at home)

0300 123 9 123 - free for mobile phone users who pay a monthly charge for calls to numbers starting 01 and 02.

complaint.info@financial-ombudsman.org.uk

www.financial-ombudsman.org.uk

Submit a complaint
Full Name
Contact Telephone Number
Email Address
Your Complaint

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