We want to hear from you
Tell us about your experience of our services so that we can find out what we are doing well and where we need to improve.
- Complaints - tell us what went wrong
- Our complaints procedure and what happens next
- Compliments
- Other ways to have your say
- Freedom of information and data subject access requests
- Our customer promise
Complaints - tell us what went wrong
Most problems can be resolved more quickly if you contact the responsible service directly and explain the issue, so that they can put things right. To find the contact details for the service, please see contact us.
If you have already contacted us and you wish to make a complaint, select the service below that is responsible for your issue, or the All other council services option in the list below if the service isn't listed.
Visit Adult Social Care complaints page to find out how to make a complaint about our Adult Social Care services.
To make a complaint about Surrey Adult Learning, please fill in our:
Appeals
If your application for a Blue Badge was not successful, you can appeal and ask for a review.
You should only do this if:
- you have further evidence to submit
- your mobility problems have become more serious
- there are relevant facts that were not available to us in your original application.
If you are concerned about how we processed your application, you can make a complaint.
You can contact us to tell us about any of the following bus or bus pass issues:
- Free bus pass for older people
- Free bus pass for disabled
- Student Fare Card
- School transport
- Bus services (subsidised by us)
How to make a complaint
The quickest and easiest way to make a complaint about the services we provide is to complete our online form:
If you unable to use the form, please contact us.
Visit Children's Social Care, education and SEND complaints page to find out how to make a complaint about Children's Social Care, education and special educational needs and disabilities (SEND) services. For complaints about school, please see Surrey schools and academies below.
Visit county councillor complaints page to find out how to make a complaint about a County Councillor.
To make a complaint about Surrey Fire and Rescue, please fill in our:
Highways emergencies
Please see our Road emergencies page to report an emergency to us.
Potholes, road surfaces, pavements and other highways issues
If you want to report a pothole, or issues with a road surface, pavements, trees, grass, hedges or flooding, please visit our online highways reporting system. You will also be able to track your report on the reporting system.
Make a complaint
Visit the Highways complaints page to find out how to make a complaint about our highways services or if you wish to make a claim, please visit our highways claims page.
Penalty Charge Notices (PCNS) (parking fines)
If you do not think you should have been given a parking fine, you can challenge it either online or by post. Please see our parking fines page for details.
Illegal parking
Report dangerous parking to Surrey Police on the phone number 101.
Inconsiderate parking
If you want to tell us about illegal or inconsiderate parking, please provide as much detail as possible about the issue and email it to us at: SurreyParkingEnforcement@nslservices.co.uk. If illegal parking is a persistent problem, the best way to bring about change is to request changes to parking controls as part of our parking review for your area.
If you have a concern or complaint about your child's school or academy, please contact the school or academy directly.
Tell the school about your concerns
Before making a complaint, talk to a member of staff at the school or academy and tell them about your issue. Many concerns can be resolved in this way and it helps to maintain a good relationship with the school or academy.
School and academy complaints procedures
If the informal discussion doesn't work, ask for a copy of the school or academy's complaints procedure (or find it on their website) and follow their guidance on how to express your concern.
Ofsted
Ofsted cannot resolve individual disagreements between complainants and a school or affect the result of the school's complaints process.
School transport
If you have a problem with your child's school transport, please see our contact us about school transport page.
Issues we can't help with
Contact your borough or district local council about the following waste or recycling issues
- emptying or collections of household waste bins
- dog fouling
- fly tipping
- street cleaning and litter.
Tell us about an issue at our community recycling centres
If you have any issues with disposal of waste and recycling at our Community Recycling Centres (CRC), please first report the issue to the Community Recycling Centre responsible.
Making a complaint
If the CRC have been unable to resolve the issue for you, you can make a complaint to us about any of the following issues:
- Our CRC strategy (such as charges, opening times, pedestrians)
- CRC van permit scheme
- the level of service provided at our CRCs.
The quickest and easiest way to make a complaint is to complete our online form:
If you unable to use the form, please contact us.
Please note: If your complaint is about missed bins, council tax or housing please contact your local district or borough council. We publish online a full list of borough and district council responsibilities.
Making a complaint
Please make sure you have the following details to hand that are relevant to your complaint, so that you can provide us with as much detail as possible:
- the location or site of the subject of your complaint
- relevant dates
- names of council staff involved
- any reference numbers you may have been given
- how the service you received was different to what you expected to receive.
It will also help us if you explain briefly what you think we should do to put things right, or how we could have done things differently.
The quickest and easiest way to make a complaint about the services we provide, is to use our online complaint form.
If you unable to use the form, please contact us.
Our complaints procedure and what happens next
Visit our complaints procedure page to find out what happens after you have submitted your complaint.
Compliments and comments
The quickest and easiest way to make a compliment or comment about any of the services we provide, is online:
If you are unable to use the forms and need to contact us in a different way, please see the other ways you can contact us.
Other ways to have your say
Consultations
We conduct consultations on our services from time to time. Please see our current consultations on Surrey Says.
Website feedback
If you would like to share your thoughts about specific web pages on our website, you will find 'Did you find this information helpful?' at the end of each web page. When selecting yes or no, a box will appear that you can type your comment into and submit to us. We use this feedback to improve the content of our web pages and our website's usability.
Petitions
If you wish to have your views heard on a council matter or policy you can submit petitions to Surrey County Council or your local district or borough council online. You can also view and support petitions created by other people.
Freedom of information and data subject access requests
Please visit our Freedom of Information request page if you wish to ask for information about our council services.
If you would like to view information we may hold about you, please visit our Data subject access request page.
Our customer promise
- We listen
- We make things happen
- We are open and honest
- We make it easy and accessible to all
- We build good relationships.
Visit our customer promise page.