How to complain

Stage 1 – contact us

Please tell us about your complaint using our comments form. We will reply to you within five working days.

We will acknowledge written complaints (sent via this form, by email or letter) within five working days. You can normally expect to receive a full reply within 15 working days.

If your complaint raises complex issues that cannot be answered within this time, we will keep you informed of progress at four-weekly intervals until we are able to respond fully to your complaint.

Stage 2 – making a formal complaint

If you are still not satisfied you can have your complaint formally investigated by a senior manager from the County Council.

To do this you must contact the complaints officer for the department you are dealing with – see who to contact. You will receive an acknowledgement of your complaint and an explanation of how it will be handled within five working days.

Normally you will receive a full response to your complaint within 28 days.

Stage 3 – review by the complaints' panel

If you aren't happy with the response given, you can ask for your complaint to be reviewed by a complaints panel. The panel is led by an independent person who does not work for the County Council and also includes a County Councillor and a senior officer.

You will be given advice on how to take your complaint further at each stage.

Stage 4 – Local Government Ombudsman

If you are not satisfied with the outcome of the panel the next step is to appeal to the Local Government Ombudsman. You have the right to complain about the County Council to the Local Government Ombudsman at any stage. However, normally the Ombudsman will ask you to give the County Council an opportunity to respond first through this procedure.

The Local Government Ombudsman for this area is:

Tony Redmond
Local Government Ombudsman
10th Floor
Millbank Tower
Millbank
London SW1P 4QP

Tel: 020 7217 4620
Fax: 020 7217 4621
Email: enquiries.london@lgo.org.uk
Website: http://www.lgo.org.uk/