• is easily accessible and well publicised.
• is simple to understand and use.
• is speedy, with established time limits for action, and keeps people informed of progress.
• is fair, with full and objective investigation procedures.
• maintains the confidentiality of both staff and customers.
• effectively addresses all the points at issue, and provides appropriate redress.
• provides information to management so that services can be improved.

• the registration and provision of information.
• our products and sales.
• advice on company and legislative issues, and
• our general support of customers.

If you are not satisfied with our decision, you may write to the Director of Customer Delivery in Cardiff or the Registrar of Companies for Scotland. If after writing, you are still not satisfied you can write to the independent Adjudicator for Companies House, Dame Elizabeth Neville, DBE QPM. However Companies House must have had the opportunity to resolve any dispute, so before writing to Dame Elizabeth Neville, a complaint must have followed all internal Companies House procedures and therefore must have been considered by the Director of Customer Delivery.

After receiving an adjudication if you are still unhappy you can contact your Member of Parliament and ask that the complaint be referred to the Parliamentary and Health Service Ombudsman.

Our guarantee

Whatever your complaint we will:-

• ensure your confidentiality.
• acknowledge your correspondence and give you a reference number.
• review the issue thoroughly and give you a full response within 5* working days.
• if we need more time because the problem is complex tell you within 5* working days.
• talk it over with you if your complaint needs special action.
• deal with you in a polite and courteous manner.
• always give you a contact point, name and telephone number.
• consider the appropriate form of redress whenever necessary.