What happens once I have made a complaint

Stage 1: Complete the online contact us form. 

If you prefer to write to us about your complaint, please send this to us at the address stated below.

Or if you prefer to speak to someone who can guide you on how to send this to us, please call us on 020 8496 3000.

Please note, we will only investigate complaints if you have reported them to us for a resolution. 

Once we receive your complaint, we will acknowledge this and respond to you within 10 working days. If you are unhappy with the outcome of the complaint you can escalate this to Stage 2 by writing to us.

Stage 2: We will arrange for a Complaints Officer who is independent of the service to investigate your complaint, this takes 25 working days to complete. If you are unhappy with the outcome of your complaint, you have the opportunity to contact the relevant Ombudsman. 

If you are unhappy with the outcome, you will need to contact the Local Government and Social Care Ombudsman who will register your complaint and provide further assistance.

We have outlined further information in our Complaints Procedure.