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.

Compliments, suggestions or complaints form

How can I contact the council?

There are a number of ways that you can contact the council

  • By letter addressed to the relevant manager at the Council Offices, London Road, Saffron Walden, CB11 4ER
  • By filling in the form above
  • by emailing
  • By telephone: 01799 510510

How can I make a 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, ask for the name of their manager and contact them with your complaint.

Once the manager has responded, if you are 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, each of the above stages will be completed 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?

If, when the council's complaints procedure is completed, 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. Further information can be found on the Making a complaint page on the Local Government and Social Care Ombudsman website or the Make a Complaint page on the Housing Ombudsman website.

And remember: we also welcome your views on how to improve the service we provide.

Abusive, Persistent or Vexatious Complaints

The council asks that when making a complaint, members of the public treat staff with courtesy and respect and that their contact with the council is proportionate. The Abusive, persistent or vexatious complaints policy sets out the steps the council will take in the event of a complaint not meeting these expectations.


Additional information

Local Government and Social Care Ombudsman Annual Review Letters