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Our Customer Charter

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 details.

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 organisations.


Service Standards


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 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?


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 known.


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