The complaints process Click to get info
Logging complaints through our online portal
When you log your complaint through the online portal, please follow the registration process to create an account. If you choose to log your complaint without registering your details, we might not be able to process your complaint or issue a response, and you will not be able to track the case
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.
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
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.
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.
Help with completing online forms Click to get info
If you don't have access to a to the internet, a computer, laptop or mobile phone, or if you need help with completing the online form, you can visit a Library Plus branch where you can use a self-service point to log your complaint or you can ask a member of staff to help you.
The support staff in our libraries can help with digital skills and form filling, or they can help you by writing the details of your complaint on your behalf and confirming these with you.
You can also complain by letter, addressed to: The Complaints Team, Room 104, Town Hall, Forest Road E17 4JF.
We prefer to receive your complaint in your own words, either through completion of our online form or by letter. However, in exceptional circumstances, the Council will accept complaints over the phone. If you are unable to submit your complaint using our online form or by writing a letter, for example because of disability, or you have nobody to assist you in making a complaint or if you cannot seek assistance through our library service, you can call the Contact Centre on 020 8496 3000. Please note that our Customer Service Advisers may ask you questions to enable them ascertain that they should make the exception to accept your complaint by phone.