Customer Feedback & Complaints

Customer Feedback

We want to hear about your experience of the services we provide.  We welcome all feedback, whether it's a compliment, complaint or comment to help us improve the services we provide to all customers.

You can offer feedback in the following ways

By email to customerservices@eastcambs.gov.uk
By telephone on 01353 665555 (Monday to Thursday 8:45am-5:00pm & 8:45am-4:30pm Friday)
By writing to: Customer Services, ECDC, The Grange, Nutholt Lane, Ely, Cambs, CB7 4EE
By visiting us at the above address between the times shown above.

Complaints

If you wish to make a complaint we would always encourage you to contact either the Customer Services Team or the individual department or person you have been dealing with directly via any of the methods above.  All our staff will always listen to you and try to resolve any grievances quickly and informally. Most problems can be resolved this way.

If your complaint, for whatever reason cannot be resolved informally, we will instigate our formal complaints procedure:

Stage 1

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 10 working days unless your complaint is complex and cannot be responded to within 10 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 2.

Stage 2

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 10 working days,

Stage 3

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.

Responding to Customer Comments, Compliments and Complaints Procedure

Learning from Complaints

The Council values complaints and uses the information to inform service planning and to develop services that support the needs of the customer.

All respondents to complaints are required to review the complaint and identify any lessons learnt and any corrective action taken,.