Our complaints standards
Acknowledging receipt of your complaint
If you contact us by email we will acknowledge your complaint within one working day.
If you contact us by letter we will acknowledge your complaint within three working days.
If you contact us by phone we will acknowledge your complaint immediately.
Responding to your complaint
When you make a formal complaint we will respond within 10 working days.
If you are still not happy with our response and ask us to review it, we will do so within 20 working days.
If the service is unable to respond within our standards, they will let you know.
Special circumstances
There are special circumstances where the county council has a duty to follow legal regulations and for these, processes and timescales may vary. In these circumstances we will keep you informed.
For more information on adult social care issues, please email the service at ComplaintsOfficer.SocialCare@essex.gov.uk or call on 08457 430 430 or 01245 430 430.
How to make a complaint about adult social care.
For more information on children and young people’s social care issues, please email the service at HaveYourSay@essex.gov.uk or call on 08457 430 430 or 01245 430 430.
How to make a complaint about children and young people’s social care.
The county council can advise you on how to make a complaint or comment about a school. Please refer to this service for more information.
