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Complaints

The process for making a complaint to Elmbridge Borough Council.

We care about the people of our borough and will listen to your suggestions for improving services. 

We will keep you informed about the progress and outcome of your complaint.  We will put the problem right if we believe your complaint is well founded, and we will make sure that we take action to prevent the problem happening again.

Go to step 1
  1. Contact us informally

    How to contact us and get your issue resolved. 

  2. Make a stage 1 complaint

    How to make a stage 1 complaint, if you're not satisfied with the way we've dealt with your issue. 

  3. Make a stage 2 complaint: appeal

    How to escalate to stage 2, if you do not feel the complaint was satisfactorily investigated at Stage 1.

  4. Stage 3: Local Government Ombudsman

    How to contact the Local Government Ombudsman if your complaint is still unresolved.

  5. Get further help

    Information on getting help from the Citizens Advice Bureau. 

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