How do I complain?
Informal stage
If you are already dealing with a Council officer or you know
which officer to contact, you may wish to raise an issue
face-to-face, by telephone, email or in writing. Often, matters can
be resolved at this stage. If you are unsure about which part of
the Council is responsible, please telephone Enquiryline on 020
7361 3000.
Stage 1
If you are unhappy about the response to your initial complaint,
you should tell the officer with whom you have been dealing that
you wish to take your complaint further. Or you might wish to
complete our Comments, complaints and compliments and send it to
the relevant department.
If you are complaining about the way in which a particular
officer has dealt with you, your complaint will be looked into by a
third party. Your complaint will be acknowledged. You should
receive a full reply within 15 working days.
Send us your feedback complete the Comments,
complaints and compliments online form.
Stage 2
If you are dissatisfied with the response to Stage 1, let us
know. The head of the relevant section will investigate further and
should respond fully within 15 working days
Stage 3
If you are still unhappy, the relevant Director or Executive
Director will review your complaint and respond within 15 working
days.
If, having received a response from the Director or Executive
Director, you wish to take the matter further you can take up your
complaint with the Local Government Ombudsman.
The Local Government Ombudsman
The Local Government Ombudsman is an independent service that
investigates complaints about councils. You can seek advice from
the ombudsman at any time but they will refer a complaint back to
us if you have not been though our complaints procedure.
Contact
Local Government Ombudsman
PO Box 4771
Coventry CV4 0EH
telephone: 0300 061 0614
email: advice@lgo.org.uk
fax: 024 7682 0001
text: ‘call back’ to 0762 480 4299