Customer feedback and complaints

Customer feedback 

We want to hear about your experience of the services we provide. We welcome all feedback, whether it is a compliment, complaint or comment to help us improve the services we provide to all customers. 

You can offer feedback in the following ways: 

Telephone 01353 665555 Monday to Thursday 8:45am to 5:00pm. 8:45am to 4:30pm Friday. 
Write to Customer Services, ECDC, The Grange, Nutholt Lane, Ely, Cambs, CB7 4EE 
Visit us at the above address between the times shown above. 


If you wish to make a complaint we would always encourage you to contact either the Customer Services team or the individual department or person you have been dealing with directly via any of the methods above. All our staff will always listen to you and try to resolve any grievances quickly and informally. Most problems can be resolved this way. 

If your complaint, for whatever reason cannot be resolved informally, we will instigate our formal complaints procedure: 

Stage one 

Your complaint will be acknowledged within one working day and investigated by a Senior Officer or Service Lead from the service area that the complaint is about. 

You will receive a full response within ten working days unless your complaint is complex and cannot be responded to within ten working days, in which case you will be informed of the expected response time. 

If you feel that your complaint has still not been dealt with to your satisfaction, then the full response will advise you how to progress to Stage two. 

Stage two 

Your complaint will be escalated to a member of the council's Corporate Management team. 

Your escalated complaint will be acknowledged within one working day and you will receive a full response within ten working days. 

Stage three 

If you are still not satisfied, you have the right to take your complaint to the Local Government Ombudsman. Complete the form on the Local Government Ombudsman website or call their advice line on 0300 0610614. 

Responding to customer comments, compliments and complaints procedure 

Learning from complaints 

The council values complaints and uses the information to inform service planning and to develop services that support the needs of the customer. 

All respondents to complaints are required to review the complaint and identify any lessons learnt and any corrective action taken.