We aim to provide a good standard of service, but sometimes things go wrong.
If you're unhappy with a service, you can make a complaint and we will look into it and try to put things right.
Contact us informally first
Contact us about your issue. This is often the quickest way to resolve an issue.
Some contacts are not treated as a complaint under our complaints process, including:
- service requests – for example reporting noise, fly-tipping or a missed bin
- requests for information – make 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 raise concerns about a council policy
Making a complaint
If you are not satisfied with the service you have received, you can make a Stage 1 complaint.
Other types of complaint
Some complaints are handled under separate processes:
Complaints about councillors
If you believe a councillor has breached the Council’s Code of Conduct, use the councillor complaints process.
Data protection complaints
If your complaint is about how we have handled your personal data, use the data protection complaints process.
Data protection complaints information
Housing complaints (council tenants)
If you are a council tenant and your complaint is about landlord services, use the housing complaints process.
Council housing tenants complaints information
After you make a complaint
We will:
- acknowledge your complaint within 2 working days
- send you a full response within 10 working days of the acknowledgement
If we need more time to respond, we will let you know before the 10‑day deadline.
Any extension will usually be no more than a further 10 working days, and we will explain the reasons for this.
Stage 2 review
If you are not satisfied with the Stage 1 response, you can ask for a Stage 2 review within 28 days of receiving it.
A Stage 2 review will be carried out by a Head of Service or Director who was not involved in your Stage 1 complaint.
We will:
- acknowledge your Stage 2 request within 2 working days
- send a full response within 20 working days of the acknowledgement
If we need more time to respond, we will let you know before the 20‑day deadline.
Any extension will usually be no more than a further 20 working days, and we will explain the reasons for this.
If you are unhappy with the outcome
If you remain dissatisfied after you receive our Stage 2 response, you can contact the Local Government and Social Care Ombudsman.
Get help with making a complaint
If you would like help at any stage of making your complaint, Citizens Advice may be able to support you.
If you cannot use the online complaint form, you can still make a complaint by phone or post:
- telephone: 01372 474474
- post: Elmbridge Borough Council, Civic Centre, High Street, Esher KT10 9SD