Making a complaint

Make a complaint

At CAF, we're passionate about providing a quality service and value for money. We work hard to make sure that you will be completely satisfied with the services we offer.

However, if we ever fall short of the standards you expect, we’d like to know so that we can prevent the problem from happening again.

We'll acknowledge receipt of your complaint within two working days. Once we’ve reviewed your complaint, we'll contact you about your concerns and make sure we fully understand your complaint.

We'll make every effort to resolve your complaint quickly and fairly and will provide a written response if you request one. We aim to do this within five working days.

If further investigation is required to resolve your complaint, we’ll inform you of who will be investigating and will aim to respond within four weeks in writing.

Step 1: Let us know what’s wrong

In the first instance, please give your feedback or raise your concerns with the relevant department. This could be the person at CAF who you usually deal with, or a manager in the department.

Step 2: Contact a Head of department

If you've received a response from a manager and are not satisfied with how we’ve handled your complaint, please contact the head of the department you were dealing with at step 1.

Step 3: If you’re still not satisfied

If you remain unhappy or we haven’t been able to resolve your complaint, you can escalate your complaint to our Chief Executive.

If you're unsure who to contact, please call our Customer Services team on 03000 123 000.