Customer Feedback

Customer Feedback

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 introduced a new Complaints Policy and Procedure. 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 in writing, over the telephone or, where relevant, in person. Every effort will be made to resolve the issue informally, and within the timeframe agreed between you and the member of staff concerned.

You have the right to initiate a formal complaint at any stage, we would ask you to consider using the informal route to resolution in the first instance. If you remain dissatisfied please complete the form and email it to the Corporate Compliance Manager at to make a formal complaint.

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 five working days of receipt, and we aim to provide a full response within 20 working days. Where a complaint may take more time to research we will let you know.


In the event that you are dissatisfied with the outcome of your complaint, we have an appeals process in place. In this instance you would be asked to write to the Chief Executive Officer letting them know that you would like to appeal the outcome of the complaint.

Your appeal will be reviewed by CILEx’s Chief Executive Officer, Linda Ford, who will review the information that has been provided, and respond to you.

How to provide feedback

The complaints policy has a form to enable you to provide us with comments, compliments and complaints. Please complete and return this to us. You can email your feedback to:

Need help with a query?

If you have a query about CILEx qualifications please email

If you are a member and have a general query or would like to join CILEx, please email