Customer feedback, compliments and complaints
The Local Government and Social Care Ombudsman have launched a Complaints Handling Code for all local councils in England. The purpose of the Code is to enable councils to resolve complaints raised by individuals promptly, and to use the data and learning from complaints to drive service improvements. It will also help to create a positive complaint handling culture amongst staff and individuals.
The code covers all complaints apart from statutory childrens and adults social care complaints which have separate complaints procedures. Cheshire East Council has updated its corporate complaints procedure to align with the code which the Ombudsman is applying in its casework from April 2026.
The link to the code can be found here: Complaint handling code-local Government and Social Care Ombudsman
Compliments and suggestions
You may wish to tell us if we have succeeded in providing a high quality service, a member of staff has impressed you or just to comment on how we could improve on our services.
Submit any compliments or suggestions via the feedback form below.
Send us your feedback
Cheshire East Council aims to provide high quality services but acknowledges that things can go wrong.
A complaint is an expression of dissatisfaction about the Council’s action or lack of action or about the standard of a service. This also applies to an organisation or contractor acting on behalf of the Council.
Complaints about a councillor, social care service or schools are legally treated differently.
Making an informal complaint or service request
You should give the department an opportunity to resolve your concerns informally if you are unhappy with a service provided. Please use this option if you are reporting issues such as a missed bin collection, a highways problem or a grounds maintenance issue. You can raise a service request by filling in a form on the contact us page, alternatively, you can visit the dedicated web page for the service that your concern relates to.
Making a formal complaint
You may feel it necessary to make a formal complaint if your informal discussions, or repeated service requests do not resolve your issues.
See our Corporate complaints policy (PDF, 297KB)
Outlined below are the available methods for submitting your complaint
We aim to acknowledge complaints within 5 working days and then provide a complaint response within 10 working days from the date of acknowledgement.
Post:
Customer Relations Team - Cheshire East Council
Customer Contact Centre
Macclesfield Town Hall
C/O Delamere House
Delamere Street
Crewe
CW1 2LL
Special contact measures
The Council is committed to providing the high quality services that we know our customers expect. We aim to deliver our services through a ‘right first time’ approach where we meet appropriate customer demands in a professional and timely way. In return, we ask customers for their cooperation and to be polite and respectful when dealing with Council staff.
This document sets out how the Council will respond to ‘unreasonable behaviour’.
Page last reviewed: 23 December 2025
Thank you for your feedback.