It's always nice to know when we get things right, but we also want to know when we get things wrong.
Please tell us if you have something to say about any of our services:
- Complete our feedback form online or email your compliments and suggestions to enquiries@cambridge.gov.uk
- Complete our complaints form online or email complaints@cambridge.gov.uk
- Telephone 01223 457000
- Visit our customer service centre
Compliments and suggestions
We would like to know if we have done things well and to hear your suggestions.
We will tell our staff what you think and use the information to improve our services.
Complaints
If you need to complain about one of our services, we will do our best to put things right and make sure that the same thing doesn't happen again to you or to someone else.
When you first make a complaint we need to know your name, where and how we can contact you, the details of your complaint, what you want us to do to put things right and whether you have raised this issue with us before and who was dealing with it.
We aim to reply to all complaints within seven working days. If we need longer, we will tell you why. We will also let you know who is dealing with your complaint and when we will reply.
Please try to resolve problems by raising them with the person you have been dealing with in the first instance. Read our:
- 'How to Complain' leaflet (.pdf)
- Annual complaints report 2010–11
- Annual complaints report 2009–10
- Annual complaints report 2008–09
- Annual complaints report 2007–08
- Annual complaints report 2006–07
Unsatisfactory responses
If your complaint is not dealt with to your satisfaction you should ask to speak to the staff member's manager.
If you are not happy with the manager's response you can ask for the complaint to be referred to the independent complaints investigator, who will investigate the complaint for you.
The investigator is not part of the council and will review how we have handled the complaint.
Email independent.complaints.investigator@cambridge.gov.uk.
You can complain to the local government ombudsman at any time, but they will usually only investigate your complaint after you have been through our complaints procedure.
