Compliments, Comments and Complaints

Compliments, Comments and Complaints

We welcome and value feedback from members and other stakeholders. Your feedback helps us to develop and improve our services and ensure that our Customer Service Standards are appropriate for your needs.

CILEX has a Complaints Policy [PDF, 394KB]. If you would like to give feedback, or make a complaint, please refer to this document in the first instance, which clearly outlines the steps you need to take, and who you need to contact. Any feedback that you provide about our services is valued, and provides us with an opportunity to learn and improve.

You can be assured that we will respond to your feedback in a timely manner, and any complaints you raise will be investigated fully.


If you have a comment please tell the person you were dealing with or contact the department to which your comment relates. Comments are welcome and help us to recognise your needs and requirements, and tailor our services accordingly.


If you have a compliment please tell the person you were dealing with whose service you are recognizing. Compliments given face to face, over the telephone or in writing are most welcome. This type of feedback lets us know what we are doing well, and is vital for our own development as a business.


We will try our very best to resolve your problem informally. In the first instance, please raise your informal complaint with the person or department you are dealing with as soon as possible. You can do this by submitting a general enquiry form via the MyCILEX portal or by telephone, giving as much relevant information as possible and providing supplementary documentary evidence where appropriate. Every effort will be made to resolve the issue informally, and within the timeframe agreed between you and the member of staff concerned.

The team will ask you to outline the issue and the reason for your complaint in order to carry out a review and to resolve the matter as quickly and fairly as possible.

All complaints will be acknowledged within seven working days of receipt, and we aim to provide a full response within 20 working days. Where a complaint may take more time to investigate we will let you know.

Complaints about a Training Provider

If you need to raise a complaint about a Training Provider you must in the first instance submit your complaint directly to them and complete all stages of their complaints process before contacting CILEX.  Details concerning Training Provider’s complete complaint’s process can usually be found on their website. 

Complaints submitted to Training Providers can usually be brought to a satisfactory resolution.  However, if you have received a final response from the Training Provider (having gone through all stages of their complaints process), and you are not satisfied with the outcome, CILEX will subsequently investigate your complaint in accordance with CILEX’s Complaints Policy [PDF, 394KB].

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