We want to know when we get things wrong.
If you have a complaint about any of the services that we provide, please let us know.
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.
When we deal with your complaint we will be polite, use everyday language and avoid using jargon, provide information on tape or in large print if you need it and an interpreter (including for sign language) if you need one, and you can bring a friend or relative to help you if you visit us.
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.
It is always worth trying to resolve problems first of all by raising them with the person who you have been dealing with.
Complete the complaints form.
What to do next if you are not happy with the response
If you are not happy with the response you receive from the member of staff who has been dealing with you should complain to their manager, making it clear you have already raised the issue and who has been dealing with it.
If you are not happy with the response from the manager you can ask for the complaint to be referred to the independent complaints investigator, who will investigate the complaint for you.
The independent complaints investigator is not part of the council and will review how we have handled the complaint.
Download the independent complaints investigation form to print out and fill in.
How to complain to the local government ombudsman
The local government ombudsman is appointed by the Government. You can complain to the local government ombudsman at any time, but the Ombudsman will usually only investigate your complaint after you have been through our complaints procedure.
Compliments and suggestions
We would also like to know if we have done things well and to hear your suggestions.
We will tell our staff and use the information to improve other services.
Complete the compliment and suggestion form.
Alternatively down the compliment and suggestion form to print out and fill in.
Special procedures
There are some things that we can’t change. There are some things that we have to do by law.
Where we can’t change things we will explain why this is, and tell you who else you can contact if you are unhappy, such as your MP.
Some services in Cambridge are not provided by us but by other organisations or the county council. We will tell you how you can contact other organisations.
Some of our services have special arrangements for dealing with complaints.
Council tax, business rates and benefits
If you do not agree with the decision made about the amount of council tax and council tax benefit, business rates, or housing benefit you receive, you can ask us to look at it again. If we do not change our decision you may be able to appeal to an independent tribunal.
Housing
Use our complaints form about any housing issue or see the considerations if you have an housing repair complaint.
Planning
If we have refused your planning application, you object to a condition on any planning approval, or we do not decide your application within the target date, you can appeal to The Planning Inspectorate.
Parking Services
Should you wish to query a newly issued Penalty
Charge Notice there is an enquiry
form on our website specifically for this purpose.
Complaints
about Councillors
