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.
If you’re unhappy with the service we have provided, please contact us.
National Customer Contact Centre
PO Box 544
Telephone 03708 506 506
Telephone from outside the UK (Monday to Friday, 8am to 6pm GMT) +44 (0) 114 282 5312
Minicom (for the hard of hearing) 03702 422 549
Monday to Friday, 8am to 6pm
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.
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 email@example.com.
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 firstname.lastname@example.org.
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