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

We will 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.

What you need to provide

To help us investigate and resolve your complaint, we’ll need the following information:

  • your name and address
  • your account number or customer reference number (if applicable)
  • a daytime telephone number where we can contact you
  • a clear description of your concern or complaint
  • what you would like us to do to resolve your complaint

We have a three step complaints procedure. We’ll make every effort to resolve your complaint at the first step, but if you are not satisfied with our response you have the option to take it to the next step.

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 – What happens next?

If you have 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 at any stage you are unsure who to contact, please call our Customer Services team on 03000 123 000.

Taking your complaint further

If you are still not satisfied and wish to escalate your complaint further, please contact the Charity Commission for details of who to contact, depending on the nature of your complaint.