Comments, compliments and complaints


We welcome both positive and negative feedback as we can use the information to proactively monitor and improve service delivery. 

If you have a complaint (for example a concern about the way a service is carried out, if we have failed to do something we should have done or about the level of service that we offer) then please get in touch. Our customer complaints procedure also sets out the stages of a complaint.

If you wish to give us feedback, please use our online comments, compliments and complaints form or write to Customer Services at the address below or come in person to:

Epsom & Ewell Borough Council
Town Hall
The Parade
KT18 5BY

If your complaint is about one of our councillors, please see our Members Code of Conduct page.

You can view the annual letter that the Local Government Ombudsman sends to us on their website. Individual letters about previous Ombudsman cases in the borough can be viewed here.

Unacceptable Customer Behaviour

Epsom & Ewell Borough Council are committed to putting customers at the heart of service delivery and expects the highest standards of behaviour from its managers, staff, volunteers and agency workers, in carrying out their duties and responsibilities. We also expect customers and all members of the public to display acceptable levels of behaviour towards our staff

Our Managing Unreasonable Customer Behaviour Policy fosters this approach and highlights to customers and clients that unacceptable behaviour towards staff will not be tolerated.

The policy can be found here and hard copies can also be made available upon request.