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Domestic Complaints Signposting Guide

10 March 2020

Complaints Signposting Guide [ 180 kb]

It is important that suppliers adequately signpost consumers to their complaints processes and maintain up to date information about the support services that are available to consumers.  

Citizen’s Advice undertake regular audits of suppliers’ complaints signposting and provide individual reports with recommendations to suppliers. This guide is designed to help suppliers with the basic complaints signposting requirements and best practice, based off the criteria developed by the complaints signposting audit working group. It is intended as a supplementary to the relevant regulations to give additional guidance on what Citizens Advice would expect as good signposting practice.