Get in touch with our Customer Relations team if you’d like to make a complaint about any aspect of our service, if you have a question or query, or any other comments or feedback. There are a number of ways to get in touch with Customer Relations including:
- Comments and Complaints Form – either fill in the online form at the bottom of this page, or pick up a paper copy from any one of our stations
- Telephone – 0345 744 4422 (option 6). Lines are open 0800 – 2000 Monday to Friday and 0900 – 1600 on weekends and bank holidays
- Post – FREEPOST ADM3968, Southend, SS1 1ZS
We aim to respond to 95% of correspondence received by email, post or through the Comments and Complaints Form within five working days and aim to respond to 100% within 10 working days. In some cases, however, we may need a bit more time to investigate and respond, but if this is the case we will contact you to let you know.
We understand that some people find it more difficult to contact us than others and so we will be flexible in how we communicate. There are a number of ways that you can contact us (including email, telephone, letter, textphone, etc.) and we will respond in an appropriate format. We’re also happy for carers, support workers or guardians to contact us on your behalf (as long as you have given permission).
If you’d like further information on how we will deal with your complaint you can download a copy of our Complaints Handling Procedure here.