Contact us

You can get in touch with us through
the following methods.

0800 121 6593
+44114 452 5008 (overseas)
      The Environment Agency Team

      11b Lingfield Point
      DL1 1AX

Customer service complaints

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 will need to tell us:

  • your full name
  • your address
  • your date of birth and
  • any reference number that we have given you if you have contacted us before.

Last updated: 02/05/2018

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

How we will handle your complaint

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

Our CRT is separate from our operations team who deal with your day-to-day questions. If you have a complaint, it is 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 will 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 will 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.