Click to download the Council's Complaints Booklet in PDF format

The Council's Complaints Scheme

The Council's Complaints Scheme contains the following information:

For information on the Complaints scheme translations, Social Services and Revenue and Benefits complaints, please see the complaints, consultation and feedback pages.

Complaints about Councillors or Members

If you have a complaint about the conduct of a Councillor or Member, please visit our Complaints and Investigations page in the Ethical Framework and Standards section of the website, where you will find more information and a complaints form.

How we will respond

The Council aims to be flexible in meeting your needs and expectations. Depending on the nature of the complaint, we may be able to deal with your complaint quickly and informally by telephoning you to let you know that the problem has been resolved. In most other cases, it may be more appropriate to write and tell you what action we have taken, or explain our position.

We will write to acknowledge your complaint within 5 days, and complete the investigation within 28 days, as set out in the Council's Customer Service Standards.

Complaints leaflets

Complaints Procedure (128KB PDF file)

Complaints Booklet (1.4MB PDF file)

To view PDF documents you may need to install Adobe Acrobat Reader.

Contact us

Waltham Forest Direct

If you are not sure which department you are dealing with, or if you are having problems contacting the right section, please contact Waltham Forest Direct, the Council's Customer Service Unit:

  • Telephone: 020 8496 3000
     
  • Email: wfdirect@walthamforest.gov.uk or
     
  • Visit one of our WFD shops at:
     
    • Chingford
      265 Chingford Mount Road, Chingford, E4 8LP (Chingford WFD location)
      Wheelchair accessible
      Disabled toilet on site
      Hearing loop available
      The shop is 50 yards from the traffic lights at the junction with Hall Lane, next to the Coop chemist.
    • Leyton
      774-776 High Road, Leyton  E10 6AE (Leyton WFD location)
      Wheelchair accessible
      Disabled toilet on site
      Hearing loop available
      The shop is 200 yards from the Bakers Arms opposite the bus garage, on the corner of Leyton Green and High Road Leyton
    • Walthamstow
      137 Hoe Street, Walthamstow  E17 4RT (Walthamstow WFD location)
      Wheelchair accessible
      Disabled toilet on site
      Hearing loop available
      The shop is the old bank building opposite the top end of the High Street, on the corner of Church Hill and Hoe Street
    • Leytonstone
      819 High Road, Leytonstone  E11 1HQ (Leytonstone WFD location)
      Wheelchair accessible
      Disabled toilet on site
      Hearing loop available
      The shop is part of the library building by the traffic lights on the corner of Church Lane and the High Road Leytonstone

Corporate Complaints Manager

if you have any queries about the Council's Complaints Procedure, or if you would like more information, please contact , the Council's Corporate Complaints Manager. on 0208 496 4210.