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.
What is not treated as a complaint under our policy:
- service requests - such as reporting noise or fly-tipping
- requests for information - submit a Freedom of Information request instead
- regulatory decisions - such as planning or licensing decisions which have their own appeals process
- policy decisions - contact your local councillor to make representations about a council policy
Making a complaint
If you are not satisfied with the service you have received, you can submit a Stage 1 complaint online.
There is a separate process for complaints about councillors, which is explained below.
After we receive your complaint
We will acknowledge your complaint within 2 working days of receiving it.
We will send you a full response within 10 working days of the date of the acknowledgement.
If we need more time – for example because the complaint is particularly complex – we will let you know before the 10-day period expires. Any extension will be no more than a further 10 working days unless there is a good reason, which we will explain to you.
Stage 2 reviews
If you are not satisfied with the Stage 1 outcome, you can ask for a Stage 2 review within 28 days of receiving our response.
The Stage 2 review will be carried out by a Head of Service or Director, who will not be the same person who handled your Stage 1 complaint.
We will acknowledge your Stage 2 request within 2 working days of receiving it, and provide a full response within 20 working days of the acknowledgement.
If we need more time, we will let you know before the 20-day period expires. Any extension will be no more than a further 20 working days unless there is a good reason, which we will explain to you.
If you are not satisfied
If after Stage 2, you remain dissatisfied, you can approach the Local Government and Social Care Ombudsman.
Further help
If you would like help at any stage of making your complaint, Citizens Advice 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
Councillor complaints
If you have a complaint that your councillor has breached the council's Code of Conduct (PDF, 428KB), complete the online form: