If you want to make a suggestion to improve our services, please complete our online form.
To compliment some great service or a member of staff please complete our online form.
If you would like to address your comments to the relevant senior member of staff, please mark your comments for their attention when you complete the form. You can find a list of names and responsibilities of our corporate management board and heads of service on the website.
To make a formal complaint about one of our services, please complete our online form.
Your formal complaint will be acknowledged within 3 working days of receipt. A full response will be sent to you within 7 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.
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 service standards - we care about the people of our Borough and want to listen to your views.
What happens to your complaint?
Your formal complaint will be acknowledged within three working days of receipt. A full response will be sent to you within seven 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.
If you are unhappy with the response to your formal complaint, please write or email the appropriate Head of Service, Elmbridge Borough Council, Civic Centre, High Street, Esher KT10 9SD within 28 days of our first response.
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.
Local Government Ombudsman
If after all three stages any complaint is still unresolved, the usual practice would be to take up the matter with the Local Government and Social Care Ombudsman.
However, in line with government guidance, the Local Government and Social Care Ombudsman is not currently accepting new complaints due to the ongoing Coronavirus (COVID-19) situation. They will accept complaints again when the situation improves and government guidance changes. You can find the most up-to-date information at www.lgo.org.uk or by listening to the recorded message on 0300 061 0614.
Our complaints system procedure aims to:
- Provide a straightforward way for customers to complain to us.
- Make sure we have a procedure in place to investigate complaints effectively.
- Keep you informed about the progress of your complaint as well as the eventual outcome.
- Put the problem right if we believe your complaint is well founded.
- Make sure that we take action to prevent the problem happening again.
- Give feedback to the separate divisions, the Management Board and elected members so we can take account of what sorts of complaints we receive and how often we receive them when we need to make decisions on what our resources are best used and spent on.
Our complaints arrangements cover everything except:
- Requests for a service (for example, reporting noisy neighbours).
- Requests for information or an explanation of Council policy or practice.
- Matters for which there is a right of appeal (either within the Council or to an independent tribunal) or a right to take legal action.
- Disagreement with legislation rather than concern over possible bad practice.
Our standards when dealing with complaints:
- Your name will usually only be given to those people who are dealing with your complaint. We will tell you if we need to give your name to anyone else.
- We will handle all complaints fairly. We will not treat you or your family differently because you have made a complaint.
- Please read our Customer Care Standards for further information.
Who else can help?
If you would like help at any stage in making your complaint you can contact your local Councillor.
The Citizens' Advice Bureau may also be able to help.