Εταιρικό Προφίλ
Our Promise
At the Commonwealth War Graves Commission, we honour the memory of those who died in the two World Wars by maintaining their graves and memorials at 23,000 locations in over 150 countries and territories.
We are committed to providing respectful, responsive and consistent experience across all regions and channels, by providing an inclusive service to all who engage with us.
Our Mission
To provide timely, empathetic and informed support to all enquirers globally, ensuring access to information, care, and a high-quality service, regardless of time zone or location.
Our Values
C.A.R.E values: Commitment, Ambition, Respect, and Excellence guide how we work with our employees, volunteers, and contractors. These principles shape our partnerships and define our expectations for working together.
- Our CARE Values – Underpinning Every ‘Enquiry’ Interaction
- Commitment – We take ownership to deliver the highest level of support.
- Ambition – We strive for service excellence in every enquiry we handle.
- Respect – We treat everyone with fairness, dignity, and understanding.
- Excellence – We set high standards and continuously seek to improve.
Team Structure
Central Enquiries Services Hub: Based in U.K Headquarters. Supported closely by our global internal network.
Cross-functional collaboration with all CWGC Operational Areas and HQ Departments.
What you can expect from us
- The Commission takes your experience with us very seriously. Our Enquiry Services Team will receive your correspondence, and you can expect:
- Courtesy and Compassion - We will treat every enquiry with dignity, empathy and cultural sensitivity
- Clear and Timely Responses - Full response from the Enquiry Service team within 20 working days, however all endeavours will be made to respond earlier. We will also ensure you are kept updated on any potential delays.
- Accurate and transparent information - We will provide clear, factual answers to your questions and access to relevant records or services where appropriate. Sometimes, we may not be able to provide the information you require. In this instance, we will make every effort to suggest who you can contact to further your enquiries.
- Feedback and Continual Improvement - We continuously monitor the enquirer’s journey. If you are happy or dissatisfied with any aspect of our service, we want to hear from you. Your feedback allows us to continually improve and uphold the standard of remembrance and service. The best channel to capture feedback is by writing via email enquiries@cwgc.org or the website.
Managing Unreasonable or Vexatious Complaints
While we are committed to treating everyone with respect and addressing complaints fairly and promptly, we reserve the right to manage interactions with individuals whose behaviour is deemed unreasonable, persistent, or vexatious.
This may include: excessive or repetitive complaints that lack substance, abusive language, or refusal to accept reasonable outcomes.
In such cases, we may limit or restrict communication channels, designate a single point of contact, or take other appropriate steps to ensure the wellbeing of colleagues and the integrity of our complaints process. Where such action is necessary, we will inform the complainant in writing, outlining the reasons for the decision and the communications arrangements that will be applied.
What we ask of you
To help us serve you better, we ask you:
- Treat our staff with courtesy and respect
- Provide full contact details, outline the nature of the enquiry, any relevant and supporting evidence (where necessary)
- Understand that some enquiries will take time