Complaints

Castle Point Borough Council is committed to providing best value and the best possible level of service to its customers. Complaints are confidential. We will act on what you tell us, but will not identify you or the detail of the issue without your consent.
Some reports are simply requests and not complaints and therefore residents need to see the relevant sections below to ensure that the request/complaint is directed to the correct department for the quickest resolution to be found.

Compliments

It's nice to know when we're getting things right, and that people are happy with our staff and services. We will record your compliment and then share it with the individual or team that you are complimenting. Compliments are also shared with senior managers who congratulate the staff involved.

Please complete the brief compliment form.  
 

Putting things right

If we get something wrong, we will do our best to make amends. We will review our policy and procedures to try to stop it happening again. It is our policy to admit our mistakes and offer a full apology. We monitor complaints and we use this information to improve the way we deliver services.
 

What if I need help?

If there is anything which makes it difficult for you to let us know what you think, make suggestions or to pursue your complaint, for example if English is not your first language or you have a disability, please tell us how we might help you. Whether you need advice on filling in the forms or if you require information in large print, or other languages, please contact us.

If you are still not satisfied after the Council has fully investigated, you can refer your complaint to the Local Government Ombudsman or Housing Ombudsman

They may decide to investigate your complaint further. However the Ombudsman may ask that the Council's procedures are completed before carrying out their investigation.