Complaints

The Crown Estate seeks to employ high standards of management and administration in conducting its statutory responsibilities. If you feel that we have not met these standards, the following guidance is provided on how to take up your concerns.

For complaints about access to information under the Freedom of Information (FOI) Act, please visit:

Freedom of information

Step 1

Where your complaint involves The Crown Estate's interest under the responsibility of an appointed managing agent or letting agent, you should first write to the relevant agent. You should expect an acknowledgement within three working days and a substantive reply within ten working days.

Step 2

If you are unhappy with the response of the managing agent or letting agent, or the relevant interest is managed directly by The Crown Estate, you should write to the head of the relevant business at The Crown Estate. An acknowledgement will be provided within three working days and a substantive reply provided within fifteen working days.

Step 3

If you continue to have concerns or if your concerns relate to a corporate or cross departmental issue, you should write to us and we will investigate your complaint fully and objectively. An acknowledgement will be provided within three working days and a substantive reply within twenty working days.

Complaints
The Crown Estate
16 New Burlington Place
London W1S 2HX.

If you remain dissatisfied with how your complaint has been dealt with in certain circumstances you may, depending on the nature of your complaint, have the right to refer the matter to other authorities such as the Parliamentary Commissioner (Ombudsman). We will advise you of any further avenues open to you in our reply.