At Epping Forest District Council, we want to provide you with the best possible service. So it is very important for us to know how we are doing.

We would also like you to tell us when you are pleased at what we have done. Compliments highlight good practices  which we could introduce to other service areas. Our staff also like to be told that they are doing their job well. This section explains how to praise someone for a job well done and the best way to let us know about a problem.

Because we provide hundreds of services to thousands of people, things can sometimes go wrong. If there is a problem, we need you to tell us so we can investigate and put things right. We want to learn from any mistakes so we can provide an even better service in the future.

Your Rights

When you tell us about a problem, you can expect us to:

• take your complaint seriously;
• investigate your complaint quickly, thoroughly and fairly;
• give you the name and phone number of the officer who will be investigating your complaint;
• tell you how long our investigation will take;
• keep any information you give us confidential and not use it for any other purpose (unless we have to by law);
• apologise if we have done something wrong, and tell you what we are going to do to put things right and how quickly;
• and, if necessary, tell you the reasons why we cannot do what you have asked for.