Complaints procedure

How to make a complaint

Step 1 - You can make a complaint by phone, in writing or in person. The first step is to contact the member of staff providing the service you want to complain about. Or you can contact their manager. Tell them the problem and they will try and sort it out. In many cases they will deal with your complaint on the spot. If not, we will write to you within 15 working days.

If you don't know who to contact, ring our Information Centre on 020 8753 4040

Step 2 - If you are not satisfied with the answer you received at step 1, or you don't want to contact the member of staff directly, fill in the complaints form. Our staff can help you do this and you will find their names, addresses and phone numbers on the compaints contacts page. A senior member of staff will then investigate your complaint. We aim to give you a full reply within 20 working days.

Step 3 - If you are still not satisfied, you can ask for your complaint to be looked at by the Chief Executive. Just let the Complaints Officer know within 20 working days that you want to do this and we will give the Chief Executive your complaint. The Chief Executive will deal with all your complaints within 20 working days . If your complaint is about Social Services there is a separate third step with a review panel.

Education and social care complaints

The law requires us to deal with some complaints about social care services, services for children and schools in a slightly different way. For more detailed information see:

Adult social care complaints
Services for Children complaints
School complaints procedure