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|You can access and download our Customer Care leaflet online. To make a compliment, complaint or suggestion you can download and print off the |Customer Feedback Form or complete the |contact us enquiry form.
We aim at all times to provide efficient, effective and high-quality services. If you would like to praise or send your compliments to an employee or a team of the Council, |you can nominate them for an Elmbridge Hero Award, our employee recognition scheme.
We will respond positively and promptly to criticism and to suggestions for improving our services. A positive approach to handling complaints is a central part of our customer care policy - we care about the people of our Borough and want to listen to your views.
The Local Government Ombudsman states that: "A complaint is an expression of dissatisfaction, by one or more members of the public about the Council's action or lack of action or about the standard of a service, whether the action was taken or the service provided by the council itself or a person or body acting on behalf of the council."
Stage 1
If you are not satisfied with the service you have received, |contact the division responsible using the contact details provided. In this way your complaint can be resolved as simply and quickly as possible.
Your formal complaint will be acknowledged within 3 working days of receipt. A full response will be sent to you within 10 working days. If this is not possible we will write to you to let you know what action is being taken and when you can expect to receive a detailed reply.
Stage 2
If you still feel unhappy with the response you have had from an Officer, please write or email the appropriate |Divisional Head, Elmbridge Borough Council, Civic Centre, High Street, Esher KT10 9SD within 28 days of our first response.
Stage 3
If you are still unhappy you can ask the relevant |Chief Officer to arrange for a separate review of your complaint to be carried out. Please request this within 28 days of our second response.
A review of all complaints takes place periodically with the relevant Chief Officer to ensure that these standards are maintained, and where possible improvements to services can be made through the lessons that have been learnt.
Alternatively, if after all three stages any complaint is still unresolved, you can take up the matter with the |Local Government Ombudsman, 10th Floor, Millbank Tower, Millbank, London, SW1P 4QP
Phone: 020 7217 4620
Fax: 020 7217 4621
The Ombudsman is an independent person appointed by the Government to look at complaints of bad practice in local government. You can complain to the Ombudsman at any time. However, they will not normally begin an investigation until we have had a chance to resolve the complaint. You can get a leaflet explaining what the Ombudsman does from the main reception.
Our complaints system procedure aims to:
Our complaints arrangements cover everything except:
Our standards when dealing with complaints
Who else can help?
If you would like help at any stage in making your complaint you can contact your |local councillor. If you are not sure who your local councillor is, phone our |main reception. The Citizens' Advice Bureau may also be able to help; contact our main reception for the address and phone number of the one closest to you. (The |Esher CAB has its own website)
How do I contact you?
Elmbridge Borough Council
Civic Centre
High Street
Esher
Surrey KT10 9SD
01372 474474
Opening Hours
Monday - Friday 8.30- 5.15pm
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| Compliments and complaints (council) |Complaints contacts (Pages) |
| |Compliments & complaints (Pages) |
| |Compliments and Complaints (A - Z ) |
| |Contact Us, Consultation and feedback (A - Z ) |
| |Find Your Local Councillor (Pages) |
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