Our complaints policy
Our ambition is to provide an excellent service to all our customers but we know that sometimes things go wrong.
If you have a complaint we will try to resolve it as quickly as possible and to use your feedback to review and improve how we do business.
How do I make a complaint?
There are a number of ways for you to complain:
by email: enquiries@thecrownestate.co.uk
by phone: 020 7851 5000
by mail: Complaints, The Crown Estate, 1 St James’s Market, London SW1Y 4AH.
through your usual contact, such as your managing agent. You can find the contact details of our managing agents on our Agent Finder.
It will help us to respond quickly to your complaint if you can provide us with as much detail as you can and submit your complaint as closely as possible to when the event occurred.
How will my complaint be managed?
We will aim to acknowledge your complaint within 3 working days of receipt. We will do all we can to investigate and resolve your complaint immediately but otherwise we will aim to respond within 10 working days.
If you are not satisfied with the response to your complaint, we will escalate your complaint to the appropriate person. We will contact you within 3 working days from receipt of your escalated complaint. The appropriate person will review the case and we will provide a final response within 15 working days.
What if I am still not satisfied with the final response?
If you are not satisfied with our final response you may have the right to ask your MP to refer matters of maladministration to the Parliamentary and Health Service Ombudsman. Details on how to complain to the ombudsman are available on their website: https://www.ombudsman.org.uk/making-complaint
Respectful Behaviour policy
Creating a Respectful Environment At The Crown Estate, our values of caring, together, creative, and impactful guide how we work with our customers. We are committed to treating everyone with respect, and we expect the same in return. While we recognise that concerns or complaints can be stressful, abusive, threatening or discriminatory behaviour toward our colleagues will not be tolerated.
How We Manage Unacceptable Behaviour We follow the Parliamentary and Health Service Ombudsman’s Ask – Warn – Manage approach:
Ask: We explain why the behaviour is unacceptable and request that it stops. We may discuss whether any support or reasonable adjustments could help
Warn: If the behaviour continues, we issue a clear warning that contact may be restricted
Manage: If necessary, we apply proportionate restrictions (e.g., limiting communication channels or ending an interaction)
We will always confirm restrictions in writing and explain the reasons. We operate a zero‑tolerance policy to Abusive behaviour or harassment.
Harassment and Abusive Behaviour Harassment includes repeated actions that cause alarm or distress (e.g., unwanted contact, intimidation or stalking). This is a criminal offence under the Protection from Harassment Act 1997.
Abusive behaviour includes:
Aggressive, threatening or intimidating language
Discriminatory remarks
Shouting or swearing
Any behaviour intended to cause fear, distress, or humiliation
Such behaviour may result in restrictions on contact to protect our colleagues.
Giving Feedback or Raising Concerns We want customers to feel able to raise concerns and complaints. For full details, please see details on complaints in the section above.
We remain committed to respectful and constructive communication, and we thank you for supporting a positive and safe environment.