Important information: The Council has improved our customer feedback policy. This includes an update to the non-statutory complaints process.
Complaints received before Friday 16 January 2026 at 5pm will be processed using the previous three-stage model (opens as PDF). Complaints after this time will be managed using the new two-stage process.
What is feedback?
We are passionate about developing and improving the quality of services and welcome all feedback.
We value feedback given to us and understand the importance this plays in helping to make Cambridgeshire a greener, fairer and more caring place to live.
We want to remove barriers for our customers when making contact with the Council, including if you are disabled, neurodivergent, or have a physical or mental health condition. To help, reasonable adjustments can be asked for at any time and requests are considered on a case-by-case basis. View our full reasonable adjustments for customers policy.
Types of feedback
Feedback can be given as a complaint, compliment, suggestion, or representation.
Complaint: An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own officers, or those acting on its behalf, affecting an individual or group of individuals by one or more members of the public about the local authority’s action or lack of action, or the standard of service provided by or on behalf of the local authority.
Compliment: A deliberate expression of satisfaction, thanks, praise, or congratulations received from an individual or party not directly employed or contracted by the authority.
Suggestion: Suggestions may relate to new services or improvements to existing services or functions.
Representation: A representation is a comment or issue raised about council policy or procedure (rather than how we have applied a policy or procedure). A representation can also be made about allocation of resources or the nature or availability of services.
Feedback policy
Our feedback policy sets out the council’s position on the management of non-statutory complaints, compliments, suggestions, and representations. It ensures all feedback is consistently and effectively processed.
Please visit our customer feedback policy page, to read the full details including the standards for response times.
Important process changes for non-statutory complaints
The Council have introduced a new and improved process for non-statutory complaints. This change aligns with the Local Government and Social Care Ombudsman’s (LGSCO) Complaint Code and is part of our commitment to delivering the best possible customer experience.
Non-statutory complaints received before 5pm on Friday 16 January 2026 will be processed under the previous three-stage model (opens as PDF).
Non-statutory complaints received after this time will be managed under the new two-stage process.
These changes do not affect the Children’s Social Care or Adult Social Care statutory complaints processes
Exclusions to the policy
There are feedback types that are not covered by this policy. Please view the list of exclusions below and use the links below to ensure your enquiry is handled appropriately:
Separate rights to appeal
If you wish to appeal or challenge a decision:
- School admission appeals
- Home to school transport appeals
- Parking fines
- Planning application appeals
- School exclusion representations
- Special education provision for a child- mediation and tribunals
- Blue Badge appeals
Statutory complaints
Social care statutory complaints and comments can be submitted using our online feedback form, however the process to manage these is different.
- Adults Social Care Statutory complaints process
- Report safeguarding concerns immediately to Adult Social Care 0345 045 5202 or using the online adult at risk form.
- Children’s Social Care Statutory complaints process
- Report safeguarding concerns immediately to 0345 045 5203 or using the online child protection form.
Other procedures
- Blue Badge misuse
- Complaints about coroner conduct and judicial decision making (opens as PDF at gov.uk. View section 8)
- Councillor conduct
- Highways damage and personal injury claims
- Data Protection concerns and Data Breaches
- Requesting Information under the Data Protection Act- Subject Access Requests
- Requesting Information under the Freedom of Information Act
- Schools and their governing bodies; please refer any concerns to the school directly.
- Service requests and enquiries
- If you wish to raise a concern about a service that you have received from the council, or something which affects you (or a family member) personally, this is likely to be considered a complaint within the remit of this feedback policy. If you are raising a concern about possible wrongdoing which affects other people, this is likely to fall under our whistleblowing policy, please use Cambridgeshire County Council’s Whistleblowing policy.
Who can provide feedback?
You can provide feedback yourself, or a family member, friend or representative can contact us.
How to provide feedback
Complete our online form to submit a complaint, compliment, suggestion, or representation.
By telephone or in-person
If you have the contact details for a named officer or team, they can help you to provide feedback if you need assistance. Alternatively, you can contact the Customer Services Team on 0345 045 5200.
If you would like to do this in person, you can be supported to provide feedback at Awdry House, Wisbech or New Shire Hall, Alconbury Weald. Staff at our libraries can also support you in completing the online form.
By post
In writing to Cambridgeshire County Council, Customer Feedback, PO Box 761, Huntingdon, PE29 9QR.
What happens after I submit feedback?
Once we have received your comments we will review them. We will categorise the feedback and respond in accordance with the process appropriate for the type of feedback. Visit the customer feedback policy page to understand the steps we will take and when you can expect a response.
Confidentiality in the feedback process
We will maintain the confidentiality of all personal information and only disclose it to other relevant parties with your permission or if we are otherwise legally obliged to do so. However, if we are informed of anything that makes us think that an individual is unsafe or at risk of being harmed, we will pass this on to the appropriate authority or service for action. Having your personal details helps us work with you in the best way through our feedback processes, however if you wish to make the complaint anonymously, please discuss this with our Customer Service Team. If you are raising an issue on behalf of someone else, we reserve the right to inform that person that you have contacted us.
Can I submit a complaint anonymously?
Yes. We accept anonymous complaints through all methods of communication. We will ensure these are passed to the relevant services to investigate and undertake any identified actions. However, due to the anonymous nature of such complaints, we will be unable to provide a response unless a contact email or postal address is provided.
