However you contact us, we will do our very best to help you. As you would expect in any customer service situation, our colleagues have the right to be treated with respect while they try to help you. They should be able to do their jobs without being threatened or verbally abused. Further, we have a legal requirement to take reasonable steps to ensure our employees are not subject to sexual harassment whilst performing their duties. Customers who are threatening, verbally abusive or sexually harass our employees on the phone may find their phone call is terminated. Thank you for your understanding.
Alternatively, you can call 01223 457000 between 9am to 5:15pm Monday to Friday.
For emergencies, you can contact us outside of office hours and on public holidays, on 0300 303 8389.
Complaints
If you need to complain about one of our services, 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, 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.
We aim to reply to all complaints within 10 working days. If we need longer, we will tell you why. We will also let you know who is dealing with your complaint.
Please try to resolve problems by raising them with the person you have been dealing with in the first instance.
We aim to respond to all complaints within 10 working days. If we need longer, we will tell you why. We will also let you know who is dealing with your complaint.
You can contact us 24-hours a day using our online form.
Alternatively, our main phone line 01954 713 000 is open 8am to 5:30pm on Monday, Tuesday, Thursday and Friday. On Wednesday our main phone line is open 8am to 6:30pm.
If you have an emergency after 5:30pm, you can contact our Environmental Health department (for example, work place fatalities and major incidents) on 01253 501055.
Complaints
Complaints cannot be submitted anonymously, as we won't be able to contact you with a response. All complaints that we receive are treated professionally and in confidence, however if you wish to report an issue about the Council anonymously, please leave feedback via our engagement platform.
Stage 1 is the first step to make a complaint.
At stage 1 a manager will review, investigate, and respond to your complaint. We aim to reply within 10 working days. If it takes longer, we’ll let you know.
You can track the progress of your complaint and communicate with us through your My South Cambs customer account.
We aim to resolve complaints effectively at stage 1, however if you are unhappy with the response, you can request that it is looked at again under stage 2 of the process. To find out more about the South Cambs complaints process, please visit the South Cambs complaints section.