If you're unhappy with any aspect of our service, we want to hear about it. We have a formal complaints procedure to ensure every concern is investigated thoroughly and resolved fairly.
How to make a complaint
The quickest way is to email our complaints team at [email protected].
You can also raise it with your specialist, whose contact details, including WhatsApp, are in the emails we've sent you. Or you can write to us at:
ADVICIFAS
124 City Road
London, EC1V 2NX
Our Complaints Leaflet is available on request and explains our complaints process in more detail, including the handling timescales.
What to include
When making your complaint, please provide:
- Your full name and current address
- Your client reference, shown at the top of your portal dashboard
- A clear description of the issue and its impact on you
- Your current contact details
Response timescales
There are two categories of complaint, each with different timescales:
- Service termination complaints: we have 15 days to resolve these, with a possible extension to 35 days in exceptional circumstances.
- All other complaints: we have 56 days to provide a final response, though we aim to resolve issues faster where possible.
What happens next
Once we receive your complaint, we will:
- Record and acknowledge your submission with a reference number
- Contact you to discuss the issue and agree on a resolution path
- Keep you updated throughout the investigation
- Provide a detailed final response explaining our findings and any remedies
Making a complaint will not affect your case or the service you receive. We treat all complaints seriously and use them to improve our service.
Accessibility support for complaints
If you need help making a complaint, we can provide:
- Text relay services for speech or hearing impairments
- BSL video interpretation for deaf users
- Alternative formats (large print, Braille or audio CD) on request
See Accessibility and disability support for more on how to use these.
