• Home
• About My Ward
• Accessing Council Services and Information
• Compliment, Comment or Complain
• Consultations
• Contact Us - Access Council Services Online
• Contact Us - Department Telephone Numbers
• Contact Us - Main Contacts
• Contact Us - Out of Hours/Emergency Contacts
• Corporate Customer Service Charter
• Corporate Leadership Board
• Data Protection Act 1998
• Do it Online
• Document Library
• Make a Payment
• Open Data
• Press Releases and Enquiries
• Social Media
• Council Budgets & Spending
• Councillors - Information
• Councillors - Your Brentwood Councillor
• Democracy
• Electoral Services
• How to Find us
• Job Vacancies
• Our Priorities - Our Corporate Plan
• People's Right to Know
• Website Information and Guidance

Compliment, Comment or Complain

Brentwood Borough Council values your opinion.

People matter to us.

Councillors and members of staff are always willing to try to assist should you need help and we pride ourselves on the high standard of service and customer satisfaction we achieve.

We would like to assist you, should you wish to provide us with a comment, compliment or complaint about any Council service.

Please use this space to tell us if:

• You are happy with the service you have received. It is very helpful and much appreciated to know when we are getting it right
• You have a suggestion as to how a service could be improved
• You are unhappy with the service you have received

We understand that occasionally problems may arise and you may feel dissatisfied. If you are unhappy about a Council service, please give us the opportunity to put things right. It may be that your problem can be resolved merely by contacting the department concerned.

If, however, you wish to make a formal complaint, we prefer you to write, setting out the details of your complaint. Please mark your envelope: Confidential - Complaint.

Complaints about a member of staff must be made in writing.

Your complaint will be acknowledged within 5 working days, giving the name of the officer who will be dealing with your case.

In the first instance, all formal complaints will be referred to the appropriate Director or Head of Service concerned, in order that he/she has an opportunity to seek to resolve that matter for you. Details of these key officers are overleaf. We aim to respond in writing within 20 working days of receipt of your complaint.

If, after receiving a reply from the relevant Director or Head of Service, you are still not satisfied you should write to:

Complaints Coordinator
Town Hall, Ingrave Road,
Brentwood, Essex
CM15 8AY

Any complaint referred to the Complaints Coordinator will be acknowledged within 5 working days and a written response will be made as quickly as possible, generally within 20 working days of receipt.

If we are unable to resolve your problem, the Complaints Coordinator will arrange, if you wish, to advise you on bringing the matter before the Local Government Ombudsman for independent investigation.

The Council undertakes to deal with your problem in a caring, courteous and efficient manner. If, for any reason, delays occur in dealing with your complaint, you will be kept informed of the reasons for this and a new timescale will be given to you.

Please note: the Council would not usually consider a complaint through its complaints procedure where there remains an outstanding route of appeal or other judicial process.

Complaints Coordinators: Steve Boyle; Kevin Ebbs or Carol Davis

To contact the service responsible for dealing with complaints please use the Legal Services on line form.