Feedback & Complaints
We welcome your feedback, whether it’s positive or negative. Your comments help us to improve what we do and ensure that we’re doing the best to meet the needs of our residents.
We review your comments to help us evaluate our service and identify areas for improvement. Please note that this is strictly for feedback purposes, and you may not receive a response.
Feedback form
If you would like to make a complaint
Our complaints process is managed by the national Citizens Advice service. If you are unhappy about the advice you have received at Citizens Advice Enfield and wish to make a complaint, download the complaints leaflet and find the process that best suits your needs. In the leaflet, there is also information on how to submit a formal complaint to the national service.
How to complain
The CEO of the local Citizens Advice Centre or the Chair of the Trustee Board at the address below:
Citizens Advice Enfield
Unit 3, Vincent House
2e Nags Head Road, Ponders End
Enfield, EN3 7FN
Citizens Advice Client Services team
Telephone: 03000 231 900
Monday to Friday, 9am to 5pm
Email: [email protected]
Your call is likely to be free of charge if you have a phone deal that includes free calls to landlines
If we gave you debt or credit advice, you can complain about us to the financial ombudsman service. However, you can only do this once we’ve let you have a formal response to your complaint or if we don’t respond to you within 8 weeks of receiving it.
By post:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
By phone:
0800 023 4567 – free for people phoning from a “fixed” line (eg a landline at home).
0300 123 9123 – free for mobile phone users who pay a monthly charge for calls to numbers starting 01 and 02
By email:
[email protected]
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: [email protected]
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.
Where to send complaints
To contact the Citizens Advice
Feedback team: 0300 0231 900
[email protected]
For complaints to Citizens Advice Enfield
The CEO of the local Citizens Advice Centre or the Chair of the Trustee Board at the address below:
Citizens Advice Enfield
Unit 3, Vincent House
2e Nags Head Road, Ponders End
Enfield, EN3 7FN
For complaints about debt & credit advice to the Financial Ombudsman
If we gave you debt or credit advice, you can complain about us to the financial ombudsman service. However, you can only do this once we’ve let you have a formal response to your complaint or if we don’t respond to you within 8 weeks of receiving it.
By post:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
By phone:
0800 023 4567 – free for people phoning from a “fixed” line (eg a landline at home).
0300 123 9123 – free for mobile phone users who pay a monthly charge for calls to numbers starting 01 and 02
By email:
[email protected]