Customer feedback

Your feedback matters to us and we listen carefully to all comments, compliments and complaints.

Please submit your feedback by email to feedback@citb.co.uk, stating in the subject line whether you wish to make a 'Comment', 'Compliment' or 'Complaint'. You will receive a response from us within 10 working days. Alternatively, if you have a general enquiry, please use our Contact us form.

How we use this feedback

We use this feedback to develop and improve our products and services as well as benchmarking how we work and perform against our customer promises. Our customer promises make a clear commitment from the whole team at CITB about the standards you can expect from us; they have been developed using your feedback to reflect what is important to you, our customer.

How we define feedback

Comment – A suggestion or thought about a product,service or experience, perhaps an improvement that could be made.

Compliment – It’s an expression of happiness. A positive review of a product, service or experience you have had with CITB.

Complaint – Dissatisfaction with a product, service or experience you have had with CITB. An occasion where you feel we haven’t delivered against what we promised.

The Ombudsman

If a complaint is not resolved to complete satisfaction then customers can contact, via Members of Parliament, the Parliamentary and Health Services Ombudsman.

Further details can be found at the Parliamentary and Health Services Ombudsman website