Complaints procedure
e-Maze operates within the guidelines of the National Association of Citizens Advice Bureaux and complaints are dealt with using the CAB Service complaints procedure.
 
Complaints should be addressed to:
District Manager
Ashford CAB
Seabrooke House
10 Norwood Street
Ashford
Kent TN23 1QU
 
Review by Ashford Citizens Advice Bureau
Once a complaint has been received, a letter of acknowledgement will be sent within five working days. This should clarify the particular issues raised, as well as the outcome you are seeking. You will be told who is dealing with the complaint, what action is being taken and when you can expect to receive a full reply.
 
The complaint will then be investigated and a letter detailing findings will be sent to you. This will then be followed up by a full response.

We hope that any matter of concern can be adequately dealt with by this process. However, if you are not satisfied with this outcome you will be provided with details on how to proceed. The following stages of complaint are:

• Review under the direction of the Management Committee
  
• Review under the direction of the Chief Executive of NACAB
  
• Review by the independent Adjudicator

Alternatively, you may wish to download a copy of the CLS complaints leaflet, available at www.legalservices.gov.uk