 Complaints
The Crown Estate seeks to employ high standards of management and administration in conducting its statutory responsibilities. If you feel that we have not met these standards, the following guidance is provided on how to take up your concerns.
Please note, a separate complaints procedure, specifically to meet the circumstances of housing tenants, is available by contacting the local housing office.
For complaints about access to information under the Freedom of Information (FOI) Act, please visit our FOI pages.
Step 1
Where your complaint involves The Crown Estate’s interest under the responsibility of an appointed managing agent or letting agent, you should first write to the relevant agent. You should expect an acknowledgement within three working days and a substantive reply within ten working days.
Step 2
If you remain dissatisfied with the response of the managing agent or letting agent, or if the relevant interest is managed directly by The Crown Estate, you should write to the head of the relevant business at The Crown Estate. An acknowledgement will be provided within three working days and a substantive reply provided within fifteen working days.
Step 3
If you continue to have concerns, or if your concerns relate to a corporate or cross departmental issue, you should write to Mal Dillon, Head of Corporate Support, who will investigate your complaint. An acknowledgement will be provided within three working days and a substantive reply within twenty working days.
Mal Dillon
Head of Corporate Support
The Crown Estate
16 New Burlington Place
London
W1S 2HX
telephone: 020 7851 5038
email: 
Step 4
A Lease Code complaint, which is not resolved after following steps 1-3 of our procedures, can be referred in writing directly to the Commercial Landlord Accreditation Scheme (CLAS). A CLAS operator will then assign a case worker.
Details of the CLAS disciplinary procedures are available at:
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