Companies House customer charter
Published 6 February 2020
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This publication is available at https://www.gov.uk/government/publications/companies-house-customer-charter/companies-house-customer-charter
Our service to you
We will:
- be helpful, polite and respectful
- say sorry if we make a mistake and put it right
- not make promises we cannot keep
- use plain English and avoid jargon where possible
- aim to provide online services 24 hours a day, 365 days a year
Our contact centre will be available to answer your questions between 8:30am and 6pm (Monday to Friday).
When you contact us
We will:
- answer your question within the agreed timescales
- give you the name and team of the person dealing with your question
- help with your question as best we can
- respond to all points raised
- explain things clearly if the outcome is not what you were hoping for
- give advice on next steps if you’re still dissatisfied - read our complaints procedure
- respond in Welsh if you’ve contacted us in Welsh or if you’ve told us you want bilingual correspondence
- help customers who need assistance because of a disability or health condition - find out how we support users with accessibility needs
Our staff
We will make sure our staff:
- are fully trained in their subject areas
- minimise occasions where they have to transfer questions to another team
- manage all your information in accordance with GDPR - read our personal information charter
- are trained to support our customers who are in vulnerable situations to help them meet their statutory obligations
How you can help us
We ask that you:
- be aware of your statutory obligations and get in touch if you’re having difficulty meeting your deadlines
- give us the correct information at the right time
- use our digital services to help you file or search company information
- treat our staff with respect
- ask us to explain anything you’re unsure of
How did we do?
We welcome feedback and suggestions on how we can improve our service to you.
Let us know how we did by completing our customer satisfaction survey.
How to say thank you
If you’d like to say thank you and tell us about a person or team at Companies House who has given you a brilliant level of service, please email thanks@companieshouse.gov.uk.