Complaining to Environment Agency

[boatone]

I am somewhat fed up with being told by river managers that things can't be too bad as they receive very few complaints. Please note that whinging on this forum, or other social media, whilst possibly good for the soul, does not constitute a complaint and will not be recognised or recorded as such !
If you have reason to complain to the Environment Agency about a specific issue the procedure for making a formal complaint is as follows. I would recccomend that you do so by email or post so that you know it is on the record.
Making a complaint to the Environment Agency
If you're unhappy with the service we have provided, please contact us to discuss your concerns. Our current work standards and timescales are shown on our service commitment page.

How to contact us
Telephone: 03708 506 506 (Mon to Fri, 8am to 6pm)

Email: enquiries@environment-agency.gov.uk

Online: enquiry form

Post
National Customer Contact Centre
PO Box 544
Rotherham
S60 1BY

Complaints procedure

1. Submit a complaint to us
2. If you're not happy with our response to your complaint please let us know. We will escalate it to a senior officer who will consider your complaint and write to you again
3. If you're still unhappy you can ask for a regional or national director to consider your complaint
4. If you remain unhappy you can contact the relevant Ombudsman

 

[Old Crusty]

Your complaint will be sent from the NCCC to the Wallingford customer engagement team and then forwarded to the relevant team leader or manager for a response. They like to reply within 10 days but often wait the maximum days allowed which is 20 especially if you complain frequently.

I agree heartily with B1, whining on this forum may empty your spleen but will change nothing.

 

[ianc1200]

So I've got 2 days until my complaint (re crap EA management of the Caversham lock failure) is overdue a responce.

 

[Old Crusty]

After the 2 days is up, phone the NCCC and ask to speak to the team leader for Caversham Lock.

 

[apollo]

After the 2 days is up, phone the NCCC and ask to speak to the team leader for Caversham Lock.

You seem to know the inner workings very well. What a surprise...

 

[Old Crusty]

Knowledge is power!

 

[ianc1200]

No point in chasing EA - simply complain to Ombudsman with added issue of non reply to my complaint.

 

[apollo]

No point in chasing EA - simply complain to Ombudsman with added issue of non reply to my complaint.

Can you supply the contact details Ian?

 

[ianc1200]

My only contact has been to e mail the complaint using the form as noted by Tony above (I think this how I did it rather than direct e mail but am on Broads at present so difficult to check) then received an acknowledgment straight away - nothing since apart from Barry Russell on Twitter telling me they had responded (he thought it was about the concrete at Henley) then telling me they would respond witin the time stipulated in their charter. I'm back next Tuesday and will check dates etc then and escalate to the Ombudsman.