Complaints, compliments and comments


The complaints process Click to get info


We send an acknowledgement to you within three working days of receiving your complaint. This applies to all complaints.

Stage 1 - Responding to your complaint

We will send a response within 20 working days from receiving your complaint.

Responses to statutory social services complaints in relation to children’s services are issued within 10 working days.

Escalating your complaint to stage 2

If you're unhappy with the first response to your complaint, then you can escalate this to a stage 2 complaint using the complaints online form.

When you complete the form, please tell us that it’s a stage 2 complaint and provide the reference number of the original Stage 1 complaint. This will speed up the process of logging and acknowledging your complaint.

Stage 2 complaints are investigated by the Council’s corporate Complaints Team on behalf of the Council’s Chief Executive.  The Council has 25 working days to respond to Stage 2 complaints. 

Please note:

There is no Stage 2 escalation process for Statutory Social Services complaints about Adult Social Care. When the Stage 1 process is completed, you can escalate your complaint to the Local Government and Social Care Ombudsman (LGSCO)

The Local Government and Social Care Ombudsman (LGSCO) or Housing Ombudsman Service

If you remain dissatisfied with the council’s response after completing the corporate or statutory complaint procedures, you will have the right to escalate your complaint to the Ombudsman.

We'll tell you which ombudsman to contact as part of our response to your complaint.

Complain about a school Click to get info

We don't investigate complaints about schools. Please contact the school directly with your complaint. GOV.UK has set out the complaints process for schools.

There are a number of instances where a complaint can’t be dealt with using the council’s complaints process. This is usually due to statutory or legal reasons.

See exceptions to the council complaints process.

Help with complaining Click to get info

You may need help making a complaint. You can ask a friend, relative, voluntary or community group, Member of parliament or councillor to help you as an advocate.

You need to provide us with written and signed authorisation at the time that your complaint is made.

If you don't have access to a pc or if you need help with completing the online form, you can visit a Library Plus branch where you can use a self-service pc to log your request/report. Staff are available to support you if you need it.​​​​​​​

You can also complain by letter, addressed to: The Complaints Team, Room 104, Town Hall, Forest Road E17 4JF.