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.
Contact us informally
In the first instance, please contact us so we can resolve your issue informally. This is the quickest way to get your issue resolved.
We cannot treat the following as complaints:
- 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 (for example, parking penalty charge notices)
- reporting a missed bin
- comment on a planning application
How to make a complaint
If you are not satisfied with the way we have dealt with your service issues and you want to make a formal complaint, you can submit a Stage 1 complaint online.
For complaints about an elected or co-opted councillor of Elmbridge Borough Council or Claygate Parish Council regarding code of conduct, email the council’s monitoring officer at MonitoringOfficer@elmbridge.gov.uk.
After we receive your complaint
We will acknowledge your complaint within 3 working days of receiving it.
We will send you a full response within 10 working days. If this is not possible, we will email you to let you know when you can expect to receive this.
How to appeal
If you do not feel the complaint was satisfactorily investigated, you can appeal.
To appeal, respond to the Stage 1 response within 28 days. If you do not respond within 28 days, it may invalidate your appeal.
After we receive your appeal
We will pass your appeal onto the relevant Head of Service to review.
We will acknowledge your complaint within 3 working days of receiving it and provide a response within 10 working days.
If you are not satisfied
If after these stages your complaint is unresolved, you can take up the matter with the Local Government Ombudsman.
Further help
If you would like help at any stage of making your complaint, the Citizens Advice Bureau may be able to help.
If you do not have access to complete the online complaint form, you can call or write to us at:
Elmbridge Borough Council
Civic Centre
High Street
Esher
KT10 9SD
Tel: 01372 474474