Complaints

At East Cambridgeshire District Council we hope that the services you receive from us meet your needs. However we know that there may be times that you are unhappy about the service you receive, or you may have a suggestion as to how we may improve it. If your concerns can not be addressed quickly we have a complaints procedure to help you.

Complaints and your concerns are very important to us because they help us to put things right and listen and learn so we may improve the services that we provide. We continually strive to improve our services and your feedback plays a crucial role in identifying and working to address our failures as well as our successes.

You can complain online, by email, by phone, in person or by letter - go the Council's contact page for more details.

The Complaints Procedure

There are two stages to our corporate complaints procedure.

Stage One:

Once we have received the complaint, a Senior Officer of the service area your complaint relates to will deal with it and respond within ten working days.

If you are dissatisfied following our response to your stage one complaint, you should request a stage two investigation.

Stage Two:

The Head of the service area your complaint relates to, or the Chief Executive or Deputy Chief Executive if the Head of Service has been involved, deals with it  and responds to the complaint  within ten working days.

If you are dissatisfied following the response to your stage two complaint, you should escalate the complaint to the Local Government Ombudsman.

Local Government Ombudsman

If the two-stage process has been followed but the complaint has not been resolved to your satisfaction, you may take your complaint to the Ombudsman.

This is an independent body that is not part of the council. They can be contacted in writing, by using an Ombudsman complaints form available from the Customer Services Team, or via the Local Government Ombudsman Website using the logo above.