Find out how you can give us feedback or make a complaint on any area of our work.
We want to hear from you to find out how you feel about the work we do. This helps us to understand your needs and cater for you in the best way possible.
Our standard procedure for customers who want to make a complaint or commendation is explained in our guide:
How to contact us
Please provide a telephone number when you contact us. We will aim to call you between 9am and 5pm Monday to Friday. If we are unable to get through to you on the phone we will write to you.
Phone 0370 8506506 (Mon-Fri 8-6)
Calls to 03 numbers cost no more than a national rate call to an 01 or 02 number and must count towards any inclusive minutes in the same way as 01 and 02 calls. These rules apply to calls from any type of line including mobile, BT, other fixed line or payphone.
Online enquiry form
Write to us at:
National Customer Contact Centre
PO Box 544
Referring a complaint to an Ombudsman
An Ombudsman is independent of the Environment Agency and can carry out investigations into complaints where we have not acted properly or fairly, or if we have provided a poor service. This service is free of charge and is available to everyone.
The Ombudsman will expect you to have followed our complaints procedure. If you are not satisfied with our initial response please let us know and we will escalate it to a senior officer who will consider your complaint and write to you again. If that response does not satisfy you, you can ask for a regional or national director to consider your complaint. If you remain unhappy with their review they will suggest that you contact the relevant Ombudsman.
In England, 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 Member of Parliament.
Telephone: 0345 015 4033
In Wales, the Public Services Ombudsman for Wales can look at all complaints about the Environment Agency. You can complain directly to them about any aspect of our work.
Telephone: 01656 641 150
Local Government Ombudsman report
Read the Local Government Ombudsman's Annual Review to find out how we performed and handled complaints during 2009/10:
A summary of the complaints made about us which were dealt with by the Local Government Ombudsman during 2009/10: