Find out how we support users with accessibility needs.
The complaints process
There are 3 stages to our complaints process:
The team or our contact centre.
Response from customer service team.
Escalation to the Head of Service Delivery.
What complaints we can help with
This process deals with complaints about:
- the accuracy of information on the companies register
- the level of service we’ve provided
There are separate procedures if you want to:
How to complain about Companies House
Email your complaint to Companies House. You can also contact the manager of the team you want to complain about.
- explain the problem
- give as much information as you can
- tell us what you want to happen
If we cannot resolve your complaint, email our complaints team.
What happens next
A member of our customer services team will reply in writing or by telephone within 5 working days.
If we cannot give a full response in this time, we’ll tell you what we’re doing and when you can expect a full reply. This might happen if your complaint needs more detailed investigation. We’ll give a contact name and a complaint reference number.
If you’re not satisfied
Ask us to review your complaint at the next stage of the process. You can ask the customer services team to escalate your complaint.
Senior customer service managers will review your complaint.
We may not be able to help you in some situations, for example if you’re not happy about a legal requirement and escalation will not change the outcome.
At stage 3, the Head of Service Delivery will investigate. This is the final stage and completes our internal complaints process.
If your complaint is not resolved, you can ask us to refer your complaint to the independent adjudicators. You’ll need to finish the internal complaints process before you can ask us to do this.
Our customer services team can refer your complaint. We’ll tell you about this in more detail if you reach this stage.
The adjudicators only investigate complaints about:
- level of service
- our complaint handling
Your complaint must be less than 6 months old.
If you’re not happy with the adjudicator’s decision, you can ask your MP to take your complaint to the Parliamentary and Health Service Ombudsman.