Suggestions, compliments and complaints

Suggestions

If you want to make a suggestion to improve our services, please complete our online form.

Compliments

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.

Complaints 

Making a complaint 

In the first instance, please complete our online form so we can resolve your issue informally. This is the quickest way to get your issue resolved.  

Please note, we will not treat the following as a complaint:

  • A request for a service or for information (for example, reporting noisy neighbours).
  • Reporting a fault
  • Offering a comment about a service
  • 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.(e.g. parking penalty charge notices)
  • Reporting missed bin
  • Comment on a planning application

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 feedback and suggestions for improving our services. 

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  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.    

Stage 1 - Complaint

If you are not satisfied with the way we have dealt with your service issues, you can make a Stage 1 complaint using our:

Only use this form if you want to make a formal complaint.

Your 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 email you to let you know when you can expect to receive a detailed reply. 

Stage 2 -  Appeal

If you do not feel the complaint was satisfactorily investigated at Stage 1, you can escalate this to Stage 2. Please do this by responding to the stage 1 response. Your Appeal will then be passed onto the relevant Head of Service to review. 

It is important that you make this request by emailing within 28 days of the Stage 1 response.  If you do not this it may invalidate your appeal. 

Your complaint will be acknowledged within 3 working days of receipt and a response will be provided within 10 working days. 

Stage 3 - Local Government Ombudsman

If after these stages a complaint is still unresolved, the usual practice would be to take up the matter with the Local Government Ombudsman.

Who else can help?

If you would like help at any stage in making your complaint the Citizens' Advice Bureau may also be able to help. 

If you do not have access to complete the online complaint form you can call us or write to us at:

Elmbridge Borough Council
Civic Centre
High Street
Esher, Surrey
KT10 9SD 

Complaints about councillors

If you have a complaint about an elected or co-opted Member of Elmbridge Borough Council or Claygate Parish Council regarding a Code of Conduct matter, please contact the Council’s Monitoring Officer MonitoringOfficer@elmbridge.gov.uk in the first instance. 

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