Complaints Procedure Service User Guide
Are you satisfied with the quality of our service?
If you have a complaint, please let us know.
We welcome your ideas, suggestions, comments and compliments to improve our services.
Q: What is a complaint?
A: A complaint can be a concern or problem about a service, a disagreement about a decision, or a feeling of dissatisfaction by any service user.
Q: What can you do about it?
A: You can make an informal complaint by firstly discussing it with your worker. The worker will assist you to deal with your complaint. You can ask someone to help you to do this. If you feel your complaint has not been resolved, you can contact the manager and she will investigate the complaint.
If the complaint is about your worker, you can take it to the manager who will investigate as per Missing Link’s complaints policy.
We aim to resolve any complaint as quickly as possible. We hope that you will feel able to tell us if you have any complaints about any aspect of the services.
Please click here to read our full complaints procedure.
If you would like a copy of the full complaints procedure, please ask your worker or contact the office.
If your complaint concerns Debt Advice, and you feel it has not been resolved to your satisfaction through our internal procedure, you have the right to complain to the Financial Ombudsman Service (FOS):
Tel: 0300 123 9 123.