Waste collections
Owing to the hot weather for the rest of this week our collection crews will be starting earlier in the morning. Please make sure your waste and recycling is presented at the boundary of your property by 6am on your collection day.
Formal complaints process
This is the our formal complaints process. We encourage you try and resolve your complaint first by contacting either the:
- Customer Services team via contactus@eastcambs.gov.uk or 01353 665555
- individual department
- person you have been dealing with directly
If you have not received a satisfactory resolution, please proceed with the formal complaints process.
Stage one
Your complaint will be acknowledged within one working day and investigated by a Senior Officer or Service Lead from the service area that the complaint is about. You will receive a full response within ten working days unless your complaint is complex and cannot be responded to within ten working days, in which case you will be informed of the expected response time.
If you feel that your complaint has still not been dealt with to your satisfaction, then the full response will advise you how to progress to Stage two.
Stage two
Your complaint will be escalated to a member of the council's Corporate Management team. Your escalated complaint will be acknowledged within one working day and you will receive a full response within ten working days.
Stage three
If you are still not satisfied, you have the right to take your complaint to the Local Government Ombudsman. Complete the form on the Local Government Ombudsman website or call their advice line on 0300 0610614.