Customer care standards

What you can expect from us

Customer care is very important to us, and we work to the following standards.

If you call us we will

  • answer the phone within five rings
  • help you with your query on the spot if we can
  • return your call within one working day if needed.

If you email or write to us we will

  • respond to you within 10 working days or tell you if we need longer
  • ensure our response is clear and easy to understand
  • translate information into large print or Braille if needed.

If you visit us we will

  • have friendly public offices, with clean and tidy waiting areas and private rooms
  • provide induction hearing loops
  • see you within five minutes of your appointment time
  • try to see you the same day if you do not have an appointment or offer one in the next five working days
  • give you information that meets your needs.

If you make a complaint

  • we will try to resolve it on the spot
  • respond to you within five working days if we can't resolve it straight away
  • review your complaint if you are not satisfied, and give you a final response within 20 working days.

If you wish to make a comment or complaint, please visit our complaints and comments page.

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