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 through our complaints procedure.


Local Government Ombudsman
PO Box 4771
Coventry CV4 0EH

telephone: 0300 061 0614
fax: 024 7682 0001
text: ‘call back’ to 0762 480 3014