Planned maintenance: Please note EAPF Online will be unavailable between 09:00 on 30 October until 17:00 on 31 October 2019 for essential maintenance. We apologise for any inconvenience caused.

Our dedicated Customer Relations Team (CRT) is here to help you work through any problem you have with our services.

Our team will:

  • Help you to make a complaint
  • Treat you fairly
  • Try to put things right as quickly as possible
  • Do what we promise
  • Use plain English in all our documents and
  • Use your feedback to improve our services

If you have any worries you can let us know by:

  • Phone
  • Email or
  • Letter

You'll need to tell us:

  • Your full name
  • Your address
  • Your date of birth and
  • Any reference number that we've given you if you've contacted us before.
Our contact details
0114 273 7331

When you phone you'll be put through to our switchboard.  You should ask to speak to a member of the CRT team.

The phone lines are open from 9am to 5pm Monday to Friday.
Customer Relations team
Hartshead House
2 Cutlers Gate
S4 7TL
EAPF management team contact details

If you have a matter you’ve been unable to resolve with Capita, and need to raise it with the Environment Agency’s EAPF management team, you can email the team at

How we will handle your complaint

When we receive your complaint we may contact you for more information to help us fully understand your problem. If it's convenient for you, we'd phone you.

Our Customer Relations Team (CRT) is separate from our operations team who deal with your day-to-day questions. If you have a complaint, it's very rare that a member of staff from our CRT will have been involved in it. This means that they can work with our operational teams to look at your complaint and sort it out fairly.

When we contact you we'll give you a direct phone number for a member of our CRT. This will be the same person who helped you when you first contacted the CRT to complain. They'll continue to help you with your problem until we solve it.

Keeping you informed

We'll deal with your complaint as quickly as possible. If we cannot give our full response straight away, we'll write to you within 5 working days to tell you why and what we've done so far. We endeavour to investigate and respond to complaints as quickly as possible; however we may take up to 20 working days before we're able to provide the outcome of our investigation.

Internal Dispute
Resolution Procedure

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We want to provide an answer to your complaint that you are happy with. If you still think there is a problem after we have finished our investigation, there are other options available to you.
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