Crownstead Services
Complaints Policy
Crownstead Services — Crownstead Ltd
Last updated: 6 November 2025
1. Our Commitment
At Crownstead Services, we aim to deliver a simple and stress-free experience.
If something hasn’t gone as expected, we want to know so we can put it right.
We treat every complaint seriously, and every customer fairly.
2. How to Make a Complaint
You can make a complaint using any of the following methods:
Email (preferred):
info@crownstead.co.uk
Post:
Crownstead Ltd
1 Dock Street
Leeds
LS10 1NA
Phone:
0113 403 2675
3. What to Include in Your Complaint
To help us resolve your complaint quickly, please include:
Your full name
The best way to contact you (phone/email)
A reference number if you have one (claim / case / form submission)
A clear outline of the issue
What you would consider a fair resolution
4. How We Handle Complaints (Our Process)
| Stage | What Happens | Timescale |
|---|---|---|
| Stage 1 – Acknowledgement | We confirm receipt of your complaint. | Within 2 working days |
| Stage 2 – Investigation | A team member reviews the case, checks records and contacts you if more information is needed. | Within 10 working days |
| Stage 3 – Final Response | We issue a written outcome and any resolution. | Within 15 working days |
If more time is required (e.g., we are waiting on information from HMRC or a Local Authority), we will contact you and explain why.
5. Possible Outcomes
We may:
Provide an explanation
Correct an error
Offer a revised action plan
Offer compensation if appropriate (admin fee refund / goodwill gesture)
6. If You Are Still Unhappy
If you are dissatisfied with our final response, you may escalate the complaint to:
Alternative Dispute Resolution (ADR):
We use CEDR (Centre for Effective Dispute Resolution) as our independent Alternative Dispute Resolution provider.
Details will be provided in your final response letter.
You must contact ADR within 12 months of our final response.
7. Data Protection & Confidentiality
All complaints are handled confidentially and in accordance with:
UK GDPR
Data Protection Act 2018
Complaint records are retained for 6 years from closure.
8. Continuous Improvement
We review complaints regularly to improve our services, processes, and customer experience.
9. Contact Details
Crownstead Ltd (trading as Crownstead Services)
Company No. 16726582
Registered Address: 1 Dock Street, Leeds, LS10 1NA
Info@crownstead.co.uk
0113 403 2675
Talk To the team
Call us free on 0113 4032675 or complete the form below, and a member of The Crownstead Services team will be in touch.
