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 and
Process Map. If you would like to give feedback, or make a
complaint, please refer to these documents 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
You can be assured that we will respond to your feedback in a
timely manner, and any complaints you raise will be investigated
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.
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
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: email@example.com
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