| We will give you written information that explains how to complain and the process involved.
When you make a formal complaint, you can expect:
- To receive an acknowledgement within ten working days
- To receive a written explanation about how the complaints procedure works
- A named office to deal with your complaint
- To get a full written response within twenty working days from the date the complaint was received; informing you how we intend to deal with your complaint if it is going to take us longer to give you a full answer.
You can help us to deal with your complaint effectively. When you are making a complaint against the Information, Advice & Guidance Service, please give as many details as possible.
It would help if you tell us:
- What you think we have done wrong or not done
- How you are affected
- What you would like us to do to put things right
- When you were fist aware of the problem
- Any relevant dates
- The names of the staff you have dealt with
It would also be helpful if you send us all details (e.g. copies of letters) to support your complaint.
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0208 820 7000