We're here to protect and serve Londoners, so your feedback is really important to us. You can make a complaint or a compliment. When we don't get things right, we use your feedback to help shape our services. After submitting a compliment or complaint, you'll receive an acknowledgment within two working days.
If you make a complaint you will receive a full response to your complaint within 28 working days. A senior manager, who will be responsible for the department or area that your complaint falls under, will carry out full investigation into your complaint. You will also be assigned a contact officer. They will be able to assist you with any queries you might have.
You will receive a full response to your complaint within 28 working days. We strive to address all complaints as quickly as possible. If we are unable to resolve your complaint within this timeframe, we will update you on the progress of our investigation and provide an estimated completion date.
We take all complaints seriously and handle them with care and understanding. If you are dissatisfied with our initial response, you can request an additional review. Please contact your designated officer, who will arrange for a senior manager to oversee a further investigation.
We will acknowledge your request for an additional review within two working days. A senior manager responsible for the relevant department or area will then conduct the review.
After the additional review, you will receive a final response within 28 working days. If more time is needed, we will inform you accordingly.
If you are still unhappy at the outcome, we will direct you to the Local Government Ombudsman (LGO). They may carry out an independent investigation. Please note that the LGO typically requires that you have completed our internal complaints procedure before considering your case.