Comments and complaints

Although we work hard to improve the services we provide, we acknowledge that there may be times when the service you receive does not meet your expectations.

Staff at our contact centre and one stop shops can sort out most problems straight away, but we do also have a formal three-stage complaints process.

How to complain

There are a number of ways to make your initial complaint. You can complain by:  

• Using the online compliment, complaint or comment form
• Calling our customer service centre on 020 7525 0042
• Visiting one of our one stop shops and complain to a member of staff in person
• Sending an email to complaints@southwark.gov.uk

When making your complaint please tell us as much as you can about your problem, including what went wrong, when it happened, who you dealt with, and how you would like the matter resolved.

Are all complaints dealt with the same way?

No. Some complaints have separate appeals procedures. These include complaints about planning, parking tickets, housing and council tax benefit, special educational needs assessments and school admissions.

Schools have their own complaints procedure. If you have a complaint about a school or member of school staff, you need to contact the head teacher. If you are still unhappy you can complain to the school's governing body. The school will explain the procedure to you.

By law there are also different procedures for most health and social care services.

How to compliment us or make a comment

It is also good to know when we are doing well. If you want to compliment us or make a comment, you can either tell a member of staff or the service manager. Alternatively, you can fill in the compliment, complaint or comment form.