Comments, Complaints and Compliments

We recognise the importance of customer comments, complaints and compliments and welcome them as a valuable form of feedback about our services.

Our comments, complaints and compliments procedure outlines the council’s aims when dealing with your feedback and sets out what you as the customer can expect from us.

You should not use the customer feedback procedure for the following:

• If you are contacting us to comment / complain in relation to street lighting, this is dealt with by Hertfordshire County Council and you should contact them here.
• If you want to report everyday problems, such as missed bins, vandalism, and complaints about food.
• If you want to challenge a penalty charge notice.
• If you are asking for information under the Data Protection Act or Freedom of Information Act.
• If you want to make a complaint about a councillor. 

You can make a Comment, Complaint or Compliment by contacting us:

• using the online form
• using the Customer feedback form  
• in person at the Civic Offices and the area offices in Bushey and Potters Bar;
• by phone on 020 8207 2277
• by letter; or
• by email on customer.services@hertsmere.gov.uk

Our promise to you

We are committed to putting you first and providing a quality customer service. This includes dealing with any complaint you may have.

We will: 

• deal with your complaint quickly and fairly;  
• tell you what is happening with your complaint and do everything we can to help you;  
• only reveal your identity to people who need to know it;  
• explain our decision; and  
• use your complaint to review and improve the way we provide services.

Your right to a council service will not be affected if you make a complaint.

Frequently Asked Questions

If you would like further information or have any questions relating to our comments, complaints and compliments procedure please read our FAQ's. Alternatively you can download the customer feedback procedure.