Our complaints process and policy
Our complaints policy has recently been updated
Please note that, following updated guidance from the Local Government and Social Care Ombudsman, our Complaint Handling Policy has recently been updated. These changes come into effect from 1 January 2026. For the latest information on how we handle complaints please see our new Complaint Handling Policy.
The Local Government and Social Care Ombudsman provides Local Authorities with the Complaint Handling Code which informs our complaints process.
We may not handle all feedback we receive as a complaint. We will follow the steps below to ensure your feedback is handled most appropriately to get a resolution as quickly as possible.
- We will ask the team providing the service to investigate your concerns, if you have not discussed this with them before.
- If the service are not able to resolve your concerns we will acknowledge your complaint within five working days.
- We will send you a response within 10 working days of acknowledging your complaint.
- If you’re not happy with our initial investigation, another member of staff will review the response and look into the points you tell us have not been resolved.
Sometimes it can take longer to resolve issues. If that happens, we’ll explain why and how long it is likely to take to complete our investigation.
Find out more about how to make a complaint, or read more about the process in our Complaint Handling Policy.
If you remain unhappy following the outcome of your complaint you can contact the Local Government and Social Care Ombudsman and ask them to investigate our response.
If your complaint is about an apprenticeship programme that is being delivered directly by ESCC via the in-house Apprenticeship and Qualifications Team (AQT), please read the ESCC AQT complaints policy.
Impartial help with making complaints
Citizens Advice offers an impartial service and can advise you if you need any help with making a complaint against us. To find out more, please contact your local Citizens Advice.
Complaints and Feedback about Adult Social Care, Children's Services and Councillors
- Make a complaint or give feedback about adult social care and health services
- Feedback and complaints about Children's Services
- How to complain about a Councillor
