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
Please include as much detail as possible. You can complete our complaint 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 (include Operations Manager in the subject).
Or send by post
What happens next?
- Your complaint is reviewed by an Operations Manager.
- 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 the response, you may appeal in writing within 28 working days. Your initial response letter explains how to appeal.
We will acknowledge appeals within five working days. A senior manager will send a full and final response within 14 working days.