If you would like to make a complaint, compliment or suggestion click here to complete the online feedback form.

At Maldon District Council we want to ensure that all those who come into contact with us are dealt with efficiently, with courtesy and understanding. We are, through our Customer Charter, totally committed to giving you high quality services and our staff work hard to achieve this. We would therefore like to hear what you have to say.

Do you have a comment, suggestion or compliment?

We welcome any comments you may have on the service you have received from Maldon District Council. Details of how to send the comment to us are below. If you request a response we will get back to you in seven working days.

Do you have a complaint?

If you are unhappy with Maldon District Council because of the quality of our service, something we have done or something we have not done we would like to know how we can put things right. If we have made a mistake, we want to learn from it so that we can improve our service.

How to make a complaint?

There are three stages available to you when you make a complaint.

Initial stage: If you contact us by phone or visit our Council Offices we will attempt to resolve your complaint there and then. If this is not possible we will deal with your feedback as a stage one complaint.

Stage one: Complaints can be made in a variety of ways such as by letter, fax, e-mail minicom, telephone or by using our online complaints form.

Once we have received your complaint it will be passed to the appropriate Head of Service for investigation and response. He/she will respond to you by letter within seven working days of receiving the complaint.

Stage two: If you are not satisfied with our response to your complaint, you should let us know by writing to us again.

Once we have received your letter it will be passed to the appropriate Director for further investigation and response. The Director will review the Stage One investigation and will respond within seven working days of receiving your letter.

Local Government Ombudsman

If you are not satisfied with the Director’s response at Stage Two you can contact the Local Government Ombudsman (LGO).

The LGO is a free service that looks at complaints about Councils and other authorities and their job is to investigate complaints in a fair and independent way.

You can call the LGO Advice Team on 0300 061 0614 or 0845 602 1983 to discuss your complaint or contact them by:

Email advice@lgo.org.uk

Fax 024 7682 0001.

Text ‘call back’ on 0762 480 4323.

Write to the Local Government Ombudsman, PO Box 4771, Coventry CV4 0EH.

For more information go to the LGO’s website, where you will find detailed information about their service and an online complaint form.

How to contact the Council if you have a comment, compliment or complaint?

Phone: 01621 854477

Minicom: 01621 875808

E-mail: customer.services@maldon.gov.uk

Online: feedback form

Post - write to:

Personal Assistant to the Chief Executive

Maldon District Council,

Princes Road,

Maldon,

Essex,

CM9 5DL

You are also welcome to visit us at the above address.

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