Consumer Complaints Policy & Procedure

Tell us if something has gone wrong

We want complaints to be simple to raise, fully investigated and used to improve our service.

  • Raise a complaint in a straightforward way
  • We investigate fully and promptly
  • You receive a clear explanation of our findings
  • We monitor complaints to improve our service

How to make a complaint

You can make a complaint verbally or in writing. Please include as much detail as possible. We offer a complaint form on our website, and forms are also available from our Customer Services team. You can complete the form online or print it and fill it in by hand.

Complaint form

Download the Registry Trust complaint form (PDF)

If you have specific needs that affect your ability to complete the form, call us on 020 7380 0133 and we can help over the phone.

Send your complaint by email

Email: complaints@registry-trust.org.uk

Or send by post

ComplaintsRegistry Trust Limited3rd Floor12 Carthusian StreetLondonEC1M 6EB

What happens next?

  • Your complaint is reviewed by an appropriately trained specialist team member
  • You will receive an acknowledgement within two working days
  • We aim to provide a full response within five working days. We will let you know if more time is needed.

Right to appeal

If you are not satisfied with our response, you can ask for your complaint to be escalated to a senior manager for review by responding in writing within 28 days. Your submission should clearly explain why you feel your complaint has not been properly addressed. Details of how to escalate are provided in your initial response letter.

We will acknowledge appeals within five working days. A senior manager will send a full and final response within 14 working days.

If your complaint has still not been resolved to your satisfaction after this final response, you may escalate the issue to the Information Commissioner's Office (ICO).