Complaints to the Basildon Council
Basildon Council is committed to the delivery of responsive, good quality customer services to the people of the District.
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If you are not happy with our performance you can lodge a complaint with our Service Advice Centre.
We will do everything we can to put things right and if that's not possible, we will explain why.
We define grounds for a complaint as being:
- when you have had a problem with one of our services or difficulties with our procedures.
- when you have reason to believe our performance falls below one of our published service standards.
- when you are unhappy with one of our staff or contractors.
See also: Our Customer Contact Charter 
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Complaints can either be lodged online or by downloading our Complaints Form |
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Complaints are received by the Service Advice Centre who are happy to advise you. |
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| Contact: | Service Advice Centre
The Basildon Centre
St Martin's Square
Basildon SS14 1DL
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| Open hours: | 9.00am to 5.15pm |
| Telephone: | 01268 294402 |
| Email: |  |
Further information regarding complaints to Basildon Council:
Our procedure for dealing with complaints:
- If you have cause for complaint, please contact the Department concerned or the Service Advice Centre by visiting in person, telephoning, writing, emailing or by completing our online form
 or by downloading the complaints form and returning it to our offices.
- Alternatively, you may contact your Ward Councillor to discuss your complaint.
- We will ensure that your complaint is logged, dealt with by the relevant department and responded to within ten working days.
- Where the complaint is likely to take longer than ten working days to resolve, you will be informed within ten days of the anticipated time scale and will continue to be kept informed thereafter.
Complaints Advocacy - getting help to have your say.
Complaints advocacy is a partnership between two people, where the person making the complaint can choose someone to act as their advocate, to assist them in making a complaint.
The purpose of the advocate is to represent where necessary, the views and interests of the the person making the complaint. They may offer support and gather information to allow the complainant to make informed choices.
A person making a complaint may for example choose any of the following as advocate:
In some cases Basildon Council's Service Advice Centre staff can be asked to consider representing you, as your advocate.
If you want to talk to someone about advocacy please say so when you complete our online complaint form.
Our procedure for complaints appeals:
- If you are not satisfied with our response, our Complaints Officer will be happy to assist you further by carrying out further investigation with the relevant Service Manager and Executive Director and will again respond to you within ten working days.
The Local Government Ombudsman:
- If your problem is still unresolved you can contact the independent Local Government Ombudsman, who is a watchdog for Local Government issues.
- The Local Government Ombudsman can be contacted as follows:
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