His Majesty's Government of Gibraltar is delighted to announce the further development of the services offered by its Customer Care Hub. Following its successful introduction as a coordination centre and point of contact between the public and the Government's administrative arm, the Customer Care Hub will now also act as a centralised point of escalation for public complaints.

Customers are strongly advised to seek advice or resolution from the appropriate department, service or agency when pursuing an enquiry or complaint. However, in cases where immediate resolution is not possible, a formal investigation is required, or the complainant prefers to address their concerns with someone not involved in the situation, the Customer Care Hub will advise the complainant on the available options and will liaise internally with departments and officials to find a satisfactory resolution.

The Customer Care Hub is committed to keeping the public informed. All formal complaints or submissions received will be acknowledged within five working days, with a substantive response aimed to be provided within 21 working days. Customers will be kept fully informed of any developments throughout the process.

It's important to note that at all times, the complainant reserves the right to refer the matter to the Public Service Ombudsman for further investigation, ensuring the public's right to escalate their concerns.

Enquiries can be submitted via email to CCHub@egov.gi

The Customer Care Hub also welcomes walk-in enquiries at 323 Main Street. Opening hours are Monday to Thursday from 8:30 am to 3:00 pm and Friday from 8:30 am to 2:30 pm.