New bin service: Check where items belong
Our new waste and recycling service started on 1 June. If you're unsure where an item belongs, use our Waste and Recycling Lookup to quickly find the right bin and help avoid contamination.
Formal complaints process
This is the our formal complaints process. We encourage you try and resolve your complaint first by contacting either the:
- Customer Services team via contactus@eastcambs.gov.uk or 01353 665555
- individual department
- person you have been dealing with directly
If you have not received a satisfactory resolution, please proceed with the formal complaints process.
Stage one
Your complaint will be acknowledged within one working day and investigated by a Senior Officer or Service Lead from the service area that the complaint is about. You will receive a full response within ten working days unless your complaint is complex and cannot be responded to within ten working days, in which case you will be informed of the expected response time.
If you feel that your complaint has still not been dealt with to your satisfaction, then the full response will advise you how to progress to Stage two.
Stage two
Your complaint will be escalated to a member of the council's Corporate Management team. Your escalated complaint will be acknowledged within one working day and you will receive a full response within ten working days.
Stage three
If you are still not satisfied, you have the right to take your complaint to the Local Government Ombudsman. Complete the form on the Local Government Ombudsman website or call their advice line on 0300 0610614.