Compliments, Comments & Complaints

At East Cambridgeshire District Council, we are committed to providing you with excellent Customer Service and we would like to hear from you when we achieve this. Please tell us using our comments form or alternatively you may wish to contact us in person, by telephone, email or letter.

However, we recognise you may not always be happy with the service you receive from us and you would like to complain. Please let us know so we are able to put things right and include as much detail as possible.

Please tell us using our complaints form, or contact us in person, by telephone, email or letter.

There are 2 stages to our complaints procedure.

Stage One:

Once we have received your 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.

Apply/Report online: