Benefits Debt and Money Advice service complaints
The Royal British Legion is committed to providing excellent services and we believe the best way to do this is to listen to your views.
How to complain
You can contact us by writing to:
Operations Office Administration Manager
199 Borough High Street
Or email: firstname.lastname@example.org
It is helpful if you can let us know the following:
- What went wrong
- When it happened
- Who you dealt with
- What you think we should do to make things right
- Your full name, address and telephone number
You may wish to use our complaints form to help you make your complaint, or contact your adviser to verbally complain if you’d prefer.
How we handle complaints
We will always try to resolve a problem at the time you raise it with us. If we need more time to look into your complaint, we will send you an acknowledgement within four working days and tell you when we expect to contact you again - we will also enclose a copy of this procedure.
Our aim is to send a final response within eight weeks of receiving a complaint. If this isn’t possible, we will write to explain why and tell you when we will respond.
What to do if we can’t reach an agreement
If we take more than eight weeks to send a final response, or you don’t think we have resolved your complaint, you can contact the Financial Ombudsman Service at:
Financial Ombudsman Service
You must refer your complaint to the Financial Ombudsman Service within six months of the date of our final response.