Complaints, compliments and feedback
Use this page to report a problem, challenge a decision, contact a service or make a formal complaint.
Contact the office or service
It’s often quicker to fix an issue by contacting the relevant service directly:
Make a complaint
If you have contacted us about an issue and you're not happy with the way we handled it, you can make a formal complaint.
Before you make a formal complaint
Some services have their own complaints, appeal or challenge process. If your complaint is to do with the following, you should use the relevant process:
- complaints about Children Services
- complaints about your local sports centre
- make a challenge or representation against your PCN
- appeal a fixed penalty notice
- appeal a planning application decision
- appeal a school admission decision
Other ways to make a complaint
You can also make a complaint by:
- email: [email protected]
- phone: 020 7361 2060 (Monday to Friday, 9am to 4pm)
- post: Complaints Team, 3rd Floor, Kensington Town Hall, Hornton Street, W8 7NX
We recommend giving your phone number so we can contact you if we need to clarify anything.
If your complaint is about housing, you can provide an address to help us find your records.
We'll still send our response by email or letter.
How we'll handle your complaint
For information about how we investigate and resolve complaints, read our Corporate complaints and compensation policy.
Give us feedback
We welcome feedback on how we can improve our services.
Send a compliment
If someone has provided excellent service, let us know. We'll pass it on to the team or person involved.
Housing management complaints
Find out how to make a housing management complaint.
Complaints reports
The annual complaints report offers an overview of how complaints have been managed over the year.
The report is shared with the Leadership Team and reviewed by the Overview and Scrutiny Committee.
- Complaints reports 2024 to 2025
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The report was presented to the following meetings:
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Overview and Scrutiny Committee (20 November 2025)
View the Overview and Scrutiny Committee meeting papers
Watch the Overview and Scrutiny Committee meeting -
Leadership Team (10 December 2025)
View the Leadership Team meeting papers
Watch the Leadership Team meeting -
Full Council (28 January 2026)
View the Full Council meeting papers
Watch the Full Council meeting
Read the annual complaints report, 2024 to 2025 (PDF 1.31 MB)
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- Complaints reports 2023 to 2024
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The report was presented to:
- Overview and Scrutiny Committee, 20 November 2024
- Leadership Team, 11 December 2024
- Full Council, 29 January 2025
Read the:
- Complaints reports 2022 to 2023
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The report was presented to:
Read the annual complaints report, 2022 to 2023 (PDF 259.37 KB)
- Complaints reports 2021 to 2022
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Read the:
Last updated: 19 May 2026