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Phone: 020 7939 0000
Fax: 020 7939 0004
Email: info@cre.gov.uk
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Phone: 020 7939 0000
Fax: 020 7939 0004
Email: info@cre.gov.uk
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This page was last updated on 18 October 2005
The CRE works hard to provide the best possible service, but things can sometimes go wrong. This page explains how you can make a complaint if you are not satisfied with the service we have provided.
A customer complaint is an expression of dissatisfaction, whether justified or not.
Our complaints procedure covers complaints about:
Our complaints procedure does not cover:
Our customer complaints procedure is open to anyone who has received or has asked for any of our services.
If you are unhappy with any aspect of the service you have received or requested, you should speak or write to the relevant manager or the officer of the section concerned. If you need assistance in obtaining the name of the manager, please speak to any member of staff. The manager will investigate the complaint and will try to resolve the problem as quickly as possible. The manager will keep you informed of how long the investigation is likely to take.
If you are unhappy with the outcome of the investigation you may wish to make a formal complaint. You should use the complaint form (see below) to make a formal complaint. The form should be sent to the Director of Corporate Affairs at the CRE (the address is given on the form).
Once your complaint form has been received, the Director of Corporate Affairs will:
You will normally receive a reply to your complaint within eight working days, telling you:
If your complaint is particularly complex, this may take longer. We will keep you informed of the reason for any delay and when you can expect a full reply.
If you are unhappy with the response you receive, you can ask to have your complaint looked into by the CRE's chief executive (the letter you will have received from us will tell you how to do this). You will normally receive a reply from the chief executive within eight working days.
As far as the CRE is concerned, the chief executive’s decision is final. If you are not happy with this decision, you can ask the Parliamentary Ombudsman to look into the matter (the chief executive’s letter will tell you how to do this).
The CRE's customer complaints form is available from CRE offices (click on the link below for details of these), or to download as a Adobe Acrobat (.pdf) file: