How to complain to the Council

If you would like to complain to the Council please fill in our online Complaints form

There are some services which have a separate statutory complaints process.  If you wish to make a complaint about social services, schools or a councillor please see the details below.

How the Council will respond to your complaint

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. Learning from the feedback we get through complaints helps us to improve the services we provide to you.  We will take a balanced approach to investigating your complaint and our response will focus on the specific issues you raise.  Where there has been a service failing we will give you a clear apology and account of the corrective actions that will be taken.  

When we receive your complaint we  will send you an acknowledgement within 3 working days.  We will tell you who is looking into your complaint and send you a full reply within 20 working days as set out in the Council's complaint s procedure.

Complaints process explained

The Council's complaints procedure

Services with their own complaints process

Some services have a statutory responsibility to provide a dedicated complaints process with different timescales to the ones outlined above. Further information about complaints to these services can be accessed using the links below.

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.

Complaints about schools

Disputes regarding any incident in or around a school should be addressed to the headteacher of the school.

» More information about the school complaints process

Social Services complaints

Learning from complaints

If you have any queries about the Council's Complaints Procedure, or if you would like more information, you can contact :

Learning from Complaints Team
Waltham Forest Town Hall
Walthamstow, E17 4JF

Email: complaints@walthamforest.gov.uk
Tel: Waltham Forest Direct 020 8496 3000