Compliments, suggestions and complaints: frequently asked questions
We want to make sure that we provide you with the best service but we do recognise that sometimes things go wrong.
When they do, we want to deal with the problem as quickly as possible to take appropriate action to prevent similar occurrences in the future.
How can I contact the council?
You can contact us to make a:
- compliment
- suggestion
- complaint
Email: uconnect@uttlesford.gov.uk
Telephone: 01799 510510
You can also get in touch with us using alternative methods via our contact us page.
Online form
Post
Address your letter to the relevant manager at:
Uttlesford District Council, Council Offices, London Road, Saffron Walden CB11 4ER
How can I make a complaint?
We have a number of stages that we will follow to investigate your complaint.
In the first instance you should try to resolve the matter informally by talking to the member of staff you were dealing with on the query. If this does not resolve the issue you can ask for the name of their manager and contact them with your complaint.
Once the manager has responded, if you are still unhappy with the way your complaint has been dealt with you can write to the relevant assistant director.
Your complaint will be investigated further in line with our Compliments, suggestions and complaints policy.
How quickly will the council respond?
Where possible we will complete each of the stages to investigate your complaint within 10 working days.
If we need further information we will contact you.
What happens if I am not satisfied with the council's response?
When our complaints procedure is completed, if you are still not satisfied and wish to pursue the matter further, you can contact the Local Government and Social Care Ombudsman or the Housing Ombudsman. Their role is to deal with complaints of maladministration.
You can find further information on making a complaint on the Local Government and Social Care Ombudsman website or the make a complaint page on the Housing Ombudsman website.
We also welcome your views on how to improve the service we provide.
Unacceptable behaviour
We believe that customers of our services have a right to be heard, understood, and respected. Occasionally, the behaviour or actions of a small number of our our members of the public using our service makes it difficult for us to deal with their complaint.
When this happens, we must take action to protect our staff and Members. We also consider the impact of the unacceptable behaviour on our ability to do our work and provide a service to others.
Our Managing unacceptable behaviour policy defines unacceptable behaviour. It also confirms our commitment to taking into account individual circumstances and making reasonable adjustments and sets out what actions we may take.
Additional information
► Local Government and Social Care Ombudsman Annual Review Letters
Share this page
