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: [email protected]
  • 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 here.

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, you can escalate your complaint to our Knowledge Manager – using the contact details above – who will make contact with you within 3 working days from receipt of your escalated complaint, review the case and 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: http://www.ombudsman.org.uk/make-a-complaint/how-to-complain

 

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