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Our Customer Charter

Service Standards


We at the Commonwealth War Graves Commission aim to offer the best possible quality of service.  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 you. 


Information Security Statement


We are commited to maintaining and improving information security within the organisation and minimising the exposure to risks. The full Information Security Statement is available here.  


What Can You Expect From The Commission?


We will acknowledge receipt of all enquiries within five working days and aim to provide a full response within twenty working days.  However, due to the centenary of the First World War and the complexity of some requests, our response time may be considerably longer.
Sometimes, we may not be able to provide the information you require.  If this is the case, we will make every effort to suggest where you might like to contact, to further your enquiries.


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 complaint confidential.

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



United Kingdom

Contact us by email