Complaints

We hope our service is of the quality you expect and that you are happy with the way we have dealt with your claim or enquiry.

However, if you are unhappy you can make a complaint. Complaints in respect of the benefit service will be dealt with in the following way

Stage 1

All initial complaints will be dealt with by our service provider and should be sent to

The complaints manager
Liberata (L B Southwark)
P.O.Box 782
Bromley BR1 3YE

or emailed to Southwark-Complaints@liberata.com

We will aim to respond to your complaint within ten working days.

Stage 2

If you are unhappy with the initial response to your complaint, you can make a further complaint. This will be dealt with by the revenues and benefits client unit (RBCU) and should be sent to

The revenues and benefits operational manager
L B Southwark
P.O.Box 51504
London SE1 9AJ

or emailed to Revsandbenscomplaints@southwark.gov.uk

We will aim to respond to your complaint within 15 working days.

Stage 3

If you are not happy with the response from the RBCU then you can ask for your complaint to be dealt with by the customer feedback unit. These should be sent to

Customer feedback unit
L B Southwark
2nd Floor
Central House
31 Peckham Road
London SE5 8UB

or emailed to customerfeedback@southwark.gov.uk

We will aim to respond to your complaint within 15 working days.

Appeals

Please note that the complaints procedure cannot be used to reconsider the level of housing or council tax benefit you receive, or the amount of council tax or business rates you will have to pay. Find out more information on how to appeal.