Complaints Policy

Last updated: August 2026

Our commitment

Crown Bridge aims to deliver discreet, careful and accountable service. If something has gone wrong, we want to understand it and put matters right where reasonably possible.

How to complain

Please send:

• your name and contact details;
• the relevant service or engagement;
• a clear description of the concern;
• key dates, people and documents;
• how you believe the matter should be resolved; and
• any accessibility or communication support you require.

Send the complaint to:

Complaints Lead

If the complaint concerns the Complaints Lead, address it to the Managing Director via support@crownbridgeconsulting.com

What happens next

We aim to:

1.         acknowledge a formal complaint within five working days;

2.         identify the person responsible for reviewing it;

3.         investigate fairly, considering relevant records and speaking with appropriate people;

4.         provide a substantive written response within 20 working days; and

5.         explain any delay and revised date if the matter is unusually complex.

Our response will summarise the issue, findings, any proposed remedy and any learning or service change.

Possible outcomes may include an explanation, apology, correction, completion or repetition of work, service improvement, a proportionate fee adjustment, or another appropriate remedy. A remedy depends on the circumstances and is not an admission of legal liability unless expressly stated.

Review

If you remain dissatisfied, you may request an internal review within 15 working days of our response, explaining the points you believe were not addressed. The review will, where practicable, be undertaken by someone not responsible for the original decision.

We aim to provide the review outcome within 15 working days.

External options

You may seek independent legal advice or use any court, regulator, ombudsman or alternative-dispute-resolution route available to you. We will identify any ADR provider or sector scheme that we are legally required or have agreed to use.

For complaints specifically about personal information, you may complain to the Information Commissioner's Office at https://ico.org.uk/make-a-complaint/.

This policy does not affect statutory rights or contractual limitation periods.

Confidentiality and records

Complaints are handled as confidentially as reasonably possible. Information may be shared with personnel, advisers, insurers, providers or authorities where necessary to investigate, respond, protect a person or comply with law.

We keep complaint records to manage the matter, identify patterns and meet legal, insurance and quality requirements.