Customer care

Customer Care is very important to us. We have a Customer Care Charter, Putting the Customer First which tells you how you can contact us and the standards you can expect from us when you do.  It also tells you how we handle complaints.

In this section you will find the following sections:

• Our charter explained
• Sending us your views
• How do we handle complaints?

Our charter explains:

• what you should expect when you contact us
• the standard of service you should expect from the Council
• how you can make comments and complaints
• how we use your feedback to improve our services.

What are we doing to make our customer care excellent?

We always aim to:

• deal with you honestly, fairly and politely
• try to give you the information you need
• try to see things from your point of view
• respect your right to confidentiality
• be trustworthy and reliable
• take account of the needs of people with a disability and those whose first language is not English
• always try to be efficient and effective
• have an easy to use complaints procedure if things do go wrong.

Comments, complaints and suggestions

We are always happy to receive feedback from our customers on the services we provide.   Complete our online compliments and complaints form.

Sending us your views

If you know which department provides the service you want to comment on you should contact them directly. Click on the links below for more information:

• City Development 
• Children and Families (formerly Education)
• Finance
• Health and Social Services (formerly Social Work)
• Services for Communities
• Freedom of Information.

If you don't know who to contact or don't want to speak to them directly you can contact Customer Care.

• Telephone: 0131 200 2300 (Mon to Thurs 8.30am to 5pm, Fri 8.30am to 3.40pm)
• E-mail Customer Care
• Write to: the City of Edinburgh Council, Customer Care Unit, Chesser House, 500 Gorgie Road, Edinburgh EH11 3YJ
  

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