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
Haig House
Floor 1
199 Borough High Street

Or email:

 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
Exchange Tower
E14 9SR

Phone 0800 023 4567 or 0300 123 9123, email: or visit

You must refer your complaint to the Financial Ombudsman Service within six months of the date of our final response.

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