Complaints

At Surrey Heath Borough Council we aim to give the best possible service to all our customers. If we get things wrong we want to try to put them right and improve our services for the future. We also want to know when we do things well so that we can share good practice across the Council.

Report your Complaint online

• Complete an Online Complaints Form
• Download a Complaints Leaflet & FormFile Type: Adobe PDF document, File Size:93.59 Kb (14 seconds @ 56K) Opens in a new window

Policies, Practices and Protocols

• Complaints PolicyFile Type: Adobe PDF document, File Size:45.71 Kb (7 seconds @ 56K) Opens in a new window
• Persistent Complainants PolicyFile Type: Adobe PDF document, File Size:33.42 Kb (5 seconds @ 56K) Opens in a new window
• Complaints Good PracticeFile Type: Adobe PDF document, File Size:22.50 Kb (3 seconds @ 56K) Opens in a new window
• Local Compensation ProtocolFile Type: Adobe PDF document, File Size:14.10 Kb (2 seconds @ 56K) Opens in a new window
• Flowchart for MembersFile Type: Adobe PDF document, File Size:11.21 Kb (2 seconds @ 56K) Opens in a new window

What is a Complaint
A complaint is an expression of dissatisfaction about something the Council said it would do and didn't, or a poor standard of service.
Find out information on what is a complaint

Local Government Ombudsman
Find out information on the Local Government Ombudsman

Customer Care Standards
View the Surrey Heath Borough Council aims for Customer Care Standards

Unhappy with a Councillor's behaviour?
The Monitoring Officer and the Standards Hearing and Determination Committee are responsibile for considering complaints made against Councillors that they may have breached the Code of Conduct. View more information