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Compliments, comments and complaints

Runnymede Borough Council recognises the importance of providing an excellent service to every member of our community. A core part of this is an open, responsive approach to feedback and complaints.

Our pdf icon Customer Charter [66kb] explains what our residents should expect from us.


If you have been impressed by the services we have provided for you or if you feel any of our staff have excelled in their duties, we would like to hear from you. A feedback form is available as a link at the bottom of this page. We will pass your comments to the people responsible so that they will know you appreciate their efforts. We also welcome suggestions for improving the way we work.


We recognise that, sometimes, we do not always meet the high standards we set ourselves. Your comments are important during these times as they help us to identify why things have not gone well and how we can improve in the future.

If you feel something has gone wrong, we encourage you to try to resolve matters with the member of staff you have been dealing with, this should help them to rectify the situation. If the issue has still not been resolved, please see our pdf icon Complaints procedure [131kb].

If you are still not happy after following our Complaints Procedure and you believe we have not handled the matter properly, you can complain to the Local Government and Social Care Ombudsman.  The page includes a a downloadable guide.

Complaints against councillors

Complaints against Councillors and co-opted Members must be referred to the Council's Monitoring Officer, Mario Leo, for investigation. You can find out how to do this from page 149 of our Council's Constitution.

The vast majority of complaints are resolved on the spot, through our complaints procedure or by investigation by the Ombudsman. However, a small number of people may still be dissatisfied with the outcome of this process, or with the process itself, and continue pursuing the matter. If we consider a persistent complaint of this kind to be vexatious, we'll follow our pdf icon Vexatious complaints [50kb] procedure for such matters.

How to submit feedback

To submit a compliment, comment or complaint, please complete and submit our feedback form.

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