Complaints Procedure
We have a formal two-stage procedure for dealing with complaints. This way, you will know at each stage who is dealing with your complaint and the steps we are taking to investigate or deal with the problem.
If you need help with your complaint:
If you need help contact our helpline on 020 8547 5757.
The following organisations may also be able to help you.
- The Citizens’ Advice Bureau
Tel: 0870 1264019 - Kingston Racial Equality Council
Tel: 020 8547 2332 - Kingston Voluntary Action
Tel: 020 8255 7375
You may also want to talk to your Local Councillor or Member of Parliament (MP), who may comment or make the complaint for you. To find out names and contact details, please visit your local councillor or Member of Parliament (MP) page. Alternatively, call our Information Helpline on 020 8547 5757 or pick up a leaflet from Guildhall reception areas or libraries.
Our formal Complaints Procedure
Stage one - problem solving
- You should tell a member of staff or the manager responsible for providing the service as soon as you can. They will see if they can solve the problem.
- Whether you make your complaint verbally, in writing or by e- mail, you should get a reply within 10 working days.
If you are unhappy with the reply, tell us. We will take your complaint to the next stage. The person dealing with your complaint at stage one may also decide to refer it to the next stage if they feel it needs more detailed investigation.
(You should be aware that certain complaints may be dealt with by separate, statutory procedures set up under specific legislation, such as education appeals, parking-ticket appeals and planning-application appeals.)
Stage two - independent investigation
- A senior officer who is not responsible for the service you are complaining about will investigate the matter independently.
- We will tell you who is dealing with your complaint and when you can expect a reply. We aim to reply within 20 working days.
- The investigating officer will make a report recommending what we should do to sort out your complaint.
- A chief officer who is not responsible for the service you are complaining about will check the investigating officer’s report.
- You should receive a final reply from the chief officer within 20 working days.
If you are not satisfied with the reply you get at this stage, you can contact the Local Government Ombudsman who may investigate your case further.
If you are still unhappy
Stage two is the final stage of our procedure. If you are still not happy with our reply at stage two, you can contact the Local Government Ombudsman. The Ombudsman will consider any complaint you have about us, but he will normally suggest that you use our complaints procedure first.
The address for the Ombudsman is:
Local Government Ombudsman
The Oaks No 2
Westwood Way
Westwood Business Park
Coventry
CV4 8JB.
Phone: 024 7682 0000
Fax: 024 7682 0001
Email: please refer to the website at www. lgo.org.uk
You can get a leaflet about how to contact the Ombudsman from council buildings, including libraries and reception areas, or by phoning the Information Helpline on 020 8547 5757. For some services, for example social services, planning and education, the Government sets special complaints procedures. We will tell you if this applies to your complaint, and what you need to do.