Making a complaint
Not all types of complaint are dealt with the same way. Some complaints have separate appeals procedures. These include appeals and complaints about planning, parking tickets, school admissions, Council Tax, Housing Benefit/Council Tax Reduction and business rates.
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're still unhappy, you can complain to the school's governing body. The school will explain the procedure to you.
We have a two stage complaints process. Your initial complaint must be made to the service that you're unhappy with.
Your complaint will be acknowledged within three working days, fully investigated by the business unit, and you'll receive a full written response within 15 working days.
You can also email us your complaint or call the customer service centre on 020 7525 0042.
We hope that you will be satisfied with our response to your initial complaint, but if you're still unhappy you can escalate the matter to the second stage of the process, by contacting our Customer Resolution Unit.
The team will look at how your complaint was dealt with at the initial stage and carry out a further full investigation. You will need to provide a summary of why you are unhappy with the initial response.
Your complaint will be acknowledged within three working days and the team has up to 25 working days to respond to you. In some cases this may take longer and if so you will be informed via post if there are any delays in investigating your complaint.
To escalate your complaint to the final stage of the council’s complaints process, you can contact the Customer Resolution Unit by:
- 0207 525 2209
- Customer Resolution, PO BOX 64529, London, SE1P 5LX
This is the final stage of the complaints procedure.
Taking matters further
The housing ombudsman considers complaints made about local authority services in their role as landlords whilst the local government ombudsman investigates complaints about most other local authority services. You will need to contact an MP or local councillor in order to progress your complaint to the housing ombudsman.
This is a free, independent service that investigates complaints against councils. You can complain to the ombudsman at any time but they will only usually investigate if you've already been through our own complaints procedure.
LGPS Internal Dispute Resolution Procedure (IDRP)
If you're dissatisfied with any decision made under the regulations as to your rights, liabilities or council discretions, you have a right under Regulation 75 to make a complaint using the above procedure. You may also apply under the procedure if the authority fails to make a decision.
If you wish to make a complaint, contact Pensions Service at the address below; they'll send you a leaflet explaining the procedure to make an application. Please note that the application should be made within 6 months of the date you were informed of the decision with which you disagree.
2nd Floor, Hub 1
PO Box 64529
020 7525 4924
Page last updated: 29 March 2022