Customer feedback, compliments and complaints
Customer information - Coronavirus
Cheshire East Council aims to respond to you as soon as it is able. However, during the ongoing Coronavirus Pandemic, there may be a delay in responding to your complaint and we ask for your patience should the response be delayed.
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. Let Us Know by visiting our contact us page.
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.
You can download a copy of our Corporate Complaints, Compliments and Suggestions Policy (PDF, 395KB.)
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 a missed bin collection, a highways problem or a grounds maintenance issue. You can do this by raising a service request through our customer contact centre (0300 123 5500) or filling in a form on the Contact us page.
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.
Due to current staffing shortages and absences, complaints for the following service areas currently have a 20 working day response timescale – Council Tax, Planning, Special Educational Needs and Disabilities (SEND) and Ansa Transport. This is kept under review.
You can download a copy of the Let Us Know form (PDF, 248KB) available at all Customer Service Centres.
Compliance & Customer Relations Team - Cheshire East Council
Westfields - 1st Floor
c/o Municipal Building
In person at any of our Customer Service Centres
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: 17 November 2021
Thank you for your feedback.