Complaints procedure

How to make a complaint about the Environment Agency’s service or appeal against a regulatory decision.

Standards of service

We have published our customer service commitment, showing what you can expect from us.

Contact us

If you’re unhappy with the service we have provided, please contact us.

General enquiries

National Customer Contact Centre
PO Box 544
Rotherham
S60 1BY

Monday to Friday, 8am to 6pm

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What happens next

If you’re not happy with our response to your complaint please let us know. We will escalate it to an executive manager who will review your complaint and write to you again. If you’re still unhappy you can ask for a director to review your complaint. If you are not satisfied with their response you can contact the relevant ombudsman.

Appeals

We want to get things right first time for our regulated customers. If you disagree with a regulatory decision we have made you can appeal to us and ask us to review it. You should make your appeal to us promptly, in writing, and normally within 14 days of being told about our decision.

Making an appeal to us in this way does not affect any statutory right of appeal you may have, the time limits within which a statutory appeal must be made, or your right to consider asking the courts to review our decision or to make a complaint to the Ombudsman.

If you want to make an appeal please contact us through enquiries@environment-agency.gov.uk.

Please note that if we receive a request for review from an interested party rather than a regulated customer, we will treat this as a complaint.

Victims’ Right to Review

Where we are the regulator and we have completed an investigation into a criminal offence and made the decision not to prosecute the offender, an identified victim can request that we review that decision. Normally we will know the identity of the victims. We will tell the victim our decision not to prosecute and advise that they may have that decision reviewed. They will need to inform us within 5 working days. If you want to have a decision not to prosecute reviewed, please contact us by emailing enquiries@environment-agency.gov.uk.

Contacting the ombudsman

The ombudsman is independent of the Environment Agency and will only consider complaints after we have had the chance to resolve them.

The Local Government Ombudsman can only look at complaints about flood defence and land drainage issues.

Telephone: 0300 061 0614

The Parliamentary and Health Service Ombudsman can look at complaints about all other aspects of our work. Your complaint must be made through your local MP.

Telephone: 0345 015 4033

Contacting the Information Commissioner

If you’re unhappy with the way we have managed your request for information, or with the way we have charged for or licensed your re-use of information, you can contact the Information Commissioner.

Telephone: 0303 123 1113

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