Making a Complaint

Your right to complain

If you are not satisfied with any aspect of the West Dunbartonshire Citizens Advice Bureau (WDCAB) service, please let us know.  We welcome complaints because they help us to improve the quality of the service. We treat all complaints seriously, confidentially, and we deal with them promptly. 

How to raise a complain

If you wish to make a complaint, you have a choice of ways of letting us know:

• Call us on freephone (Monday to Thursday, 8:30 to 16:30 exc holidays)

• Write to us at our office (FOA Operations Manager, West Dunbartonshire Citizens Advice Bureau, 179 Highstreet, Dumbarton G82 1NW)

• Use the complaints form below

If you are raising a complaint, we need you to be clear to us what you are unhappy about, why you are dissatisfied and how you would like the issue resolved.

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.

Our Complaints Form

Please use the form below to tell us about the issue or concern you wish to raise, as well as how you would like to see it resolved.

We'd ask that you use your own words and that complaints are not created using AI tools - this is because it's important that we get your perspective on what went wrong when you used our service and how you would like us to make things right.

Your Consent

In order for us to investigate your complaint, we need information about you and may potentially have to access any existing records you already have with us. We also need to keep a record of your complaint - this information will be stored securely and will not be shared with any third party without your explicit consent in line with our Privacy and Data Retentions policies (available HERE)