Compliments, complaints and suggestions
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. We will tell our staff what you think and use the information to continue to improve our services.
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 continue to improve our services.
Is it a complaint, or a service request?
Service requests and complaints are slightly different. A service request is a contact from a customer that brings a matter to the council's attention for the first time, and requests a service offered by the council, for example, reporting a missed bin or telling us about noise nuisance.
A complaint is a where the customer expresses dissatisfaction about the standard of a service, actions, or lack of actions by the council and its staff.
If you think your concern might be a service request, please contact the service in question by visiting our 'Contact Us' page. If you aren't sure, you can call the customer service centre using the details at the bottom of this page.
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, 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.
Please try to resolve problems by raising them with the person you have been dealing with in the first instance.
There are three stages to our complaints procedure:
- Stage One: Complaints being made for the first time. We will aim to respond to your complaint within 7 working days. If your complaint is not dealt with to your satisfaction, you can ask for your complaint to be escalated to a Head of Service or Director (Stage 2 of our complaints procedure).
- Stage Two: Internal review by Head of Service or Director. If you’re not happy with the stage two response, you can ask for the complaint to be referred to the Independent Complaints Investigator, who isn’t part of the council (stage three of our complaints procedure).
- Stage Three: Independent review by Independent Complaints Investigator. Email: Independent.email@example.com
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.
Council tenants (and council leaseholders with a complaint about the council's management of their leasehold) can contact the new Housing Ombudsman rather than the Local Government Ombudsman. A complainant must first go fully through the council's complaints procedure, and 8 weeks after exhausting that procedure, they can take their complaint to the Housing Ombudsman at:
- Housing Ombudsman, 81 Aldwych, London WC2B 4HN
- Email firstname.lastname@example.org
- Phone 0300 111 3000
- Fax 020 7831 1942
Complain about a councillor
If you wish to make a complaint about the conduct of a councillor, contact Tom Lewis, our monitoring officer.
- Email email@example.com
- Phone 01223 457401
- Write to Tom Lewis
Cambridge City Council
PO Box 700
Cambridge CB1 0JH
- Annual complaints report 2015-16 [PDF, 446kB]
- Annual complaints report 2014-15 [PDF, 0.7MB]
- Annual complaints report 2013-14 [PDF, 325kB]
- Annual complaints report 2012-13 [PDF, 29kB]
- Annual complaints report 2011-12 [PDF, 142kB]
- Annual complaints report 2010-11 [PDF, 230kB]
- Unreasonably persistent complainants policy [PDF, 130kB]
- Unreasonable complainant behaviour policy [PDF, 131kB]
- 'How to Complain' leaflet 2017 [PDF, 180kB]
- 'How to Complain' leaflet - Easy Read version [PDF, 1.3MB]
If you would like this form in an alternative format ie larger font, brail, or need assistance, please contact: Jenna Varga, Business and Development Manager on 01223 457000 or via email: firstname.lastname@example.org
Unsatisfactory complaint responses
If your complaint is not dealt with to your satisfaction you should ask to speak to the staff member's manager.
If you're not happy with the manager's response you can ask for the complaint to be referred to the independent complaints investigator, who isn't part of the council; they will review how we've handled the complaint. Email email@example.com