We at the Commonwealth War Graves Commission aim to
offer the best possible quality of service. We have recently
reviewed our customer service leaflet, At Your Service, which gives full
The leaflet has been awarded a Crystal Mark for its
simple, clear to read English. It provides useful information and
might answer your questions for you without the need for you to
contact us further.
Please do pass it on to your friends and any relevant
At Your Service sets out our
customer service standards.
We monitor our performance against these on a regular basis and
publish a report on our website. The standards are reviewed
annually to ensure they keep in line with our commitment to
What can you expect from the Commission?
The Commission will acknowledge all enquiries within 5 working
days and aims to provide a full answer to all enquiries within 20
working days. Some more complicated enquiries may take
longer. You will be kept informed if this is the case.
Every effort will be taken to ensure that your enquiry is answered
as fully as possible.
Sometimes, the Commission may not be able to provide the
information you require. In these cases, contact details of
alternative institutions that may be of assistance will be given if
Your Views Matter
We welcome comments and suggestions that will help us maintain
and improve our service to you.We understand that things can go
wrong and we welcome the opportunity to put things right.
The feedback section also provides further information about our
surveys and responses from customers.
What to do if you have a complaint
You can complain to us in person, by letter or email. Please
give us as much information as possible. We will keep your
We will let you know we have received your complaint within five
working days and aim to give you a full reply within 10 working
days. We will let you know if it is going to take longer,
explaining the reason and giving you a date when you can expect to
hear from us.
Commonwealth War Graves Commission
2 Marlow Road
us by email