Complaints procedure

How to make a complaint about HM Courts and Tribunals Service. Replaces EX343 guidance.

Includes information from the withdrawn EX343 guidance.

What we can help with

We want to know when our service falls short of what you expect. This is so we can put things right and learn from the experience.

We can help with complaints about:

  • the way your case was handled by our administrative staff
  • the facilities at our venues

When we can’t help you

Judicial decisions

If you think that a judge’s decision was incorrect, you may want to appeal against the decision.

You can’t use the complaints process to challenge the decision and you should get legal advice about how to appeal.

Judicial conduct

Find out how to complain about a judge, tribunal member or magistrate if you’re not happy with the way they behaved toward you.

Money Claim Online and Possession Claim Online

To complain about these online services, email or call 0300 123 1057.

How to complain

Contact the office where the problem happened, as it will be best placed to resolve your complaint.

Alternatively, you can complain about services online through Resolver. Read Resolver’s privacy policy.

You should normally receive a response within 10 working days.

If you want to give feedback on specific courts and tribunals, contact them directly

If you’re not satisfied

Ask for a review

If you’re not happy with the reply to your complaint or the way it was handled, you can ask the senior manager to carry out a review.

They should reply within 10 working days.

Make an appeal

If you’re not satisfied with the review, you can appeal to the Customer Investigations Team.

The senior manager will tell you how to contact them.

The team will look at the complaint again and try to reply within 15 working days.

Contact your MP

If you’re still not happy after the appeal, you can ask your MP to refer your complaint to the Parliamentary and Health Service Ombudsman.

Find contact details for your MP or phone 020 7219 4272.

The ombudsman may be able to investigate your complaint.