Complain to Us

Complain to Us

Who we receive complaints about

CILEx Regulation deals with complaints about the conduct of CILEx Members, CILEx Practitioners and CILEx Authorised Entities (firms, businesses or practices) that we regulate. Complaints can be made by anyone. 

How to complain

If you have a complaint about the conduct of a person or entity we regulate you can complete the CILEx Regulation complaints form. Alternatively, you may send your complaint to us by any other means (for example, by letter or email), however, it helps us better if you can complete our complaints form as it is designed to ask you questions that will help with our investigation. We also have guidance about how we handle the complaints we receive, which explains the complaints procedure we follow.

Completing the complaints form

You can download our complaints form and complete it online by clicking the link in the panel on the right-hand side of this page. Please send us your completed complaints form by email, as an attachment, to info@cilexregulation.org.uk. If you need help completing the complaints form or have problems opening, completing or emailing it, then please call us on +44 (0)1234 845770 or email us.

How long will your complaint take to resolve?

We aim to deal with reports of misconduct as soon as possible, but can take up to 6 months. In some more complex cases, it may take longer to resolve, but we will always provide you with an indication of timescales in our correspondence with you, and notify you of any change. If you require an update on your complaint, please contact the investigator allocated to consider your matter.

Your feedback on complaints investigations

If we have investigated a complaint that you have made to us, we will ask you to complete a questionnaire at the end of the investigation to provide feedback on our service. We use the information that you provide to help us improve the way that we handle complaints and improve standards.


Complaints and Disciplinary Procedures

Use this leaflet to learn how to make a complaint against any Relevant Person where a breach of the CILEx Code of Conduct has occurred.

> Download the Complaints and Disciplinary Procedures Leaflet

Complaints Form

Use this online form to make your complaint.

> Download our online Complaints Form