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Complaints procedure
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Complaints procedure
Follow our complaints procedure below
Step 1
The first person you should contact if
you want to make a complaint is the manager of the service you are
unhappy with.
The Customer
Contact Centre can give you details of the manager of the
Service you are complaining about.
That person will try to sort things
out honestly, politely and as quickly as possible. You will receive
a full and clear reply within 10 working days of receiving your
complaint. If we need more time to look into your
complaint we will let you know.
We will apologise if we have made a
mistake. We will then tell you what we are doing to put things
right.
Complaints can be made via the following
methods:
Information on how to make a complaint for the following
services please click on the relevant link below
Step 2
If you are not satisfied with the
response you receive at Step 1, you should tell us why. You can do
this by writing to the Chief Officer of the service you are
complaining about.
The Chief Officer will consider your
complaint and will appoint a senior manager to investigate it.
The investigating manager will not
have been involved in your complaint before. The Chief Officer will
write to tell you the outcome of the investigation within 20
working days of the date the investigation started.
We will keep you informed if the
investigation will take longer or if we need to handle it in a
different way.
We will send you a full and
comprehensive response. We will apologise if we have made a
mistake. We will tell you what we are doing to put things
right.
What if I am still not
satisfied?
We aim to settle as many complaints as
possible through our complaints procedure. However if you feel you
need to take your complaint further, you can ask the Local Government
Ombudsman to investigate your complaint. The Ombudsman is an
independent person who investigates complaints about local
councils. Her service is free. You can contact the Ombudsman
at:
| The Local Government
Ombudsman |
| PO Box 4771 |
| Coventry |
| CV4 0EH |
| Tel. 0300 061 0614 or 0845 602 1983 (lo-call rate) |
Things we don't deal with
If your complaint is about an insurance claim, this should be
dealt with through your insurance provider and not through the
council's complaints procedure.
If there is an appeals procedure available to you, e.g. for
benefits, parking or school admissions, your complaint should be
explored through the appeals process (please contact the relevant
service team for further information and advice).
If you require a copy of the complaints procedure in another
language please contact the Complaints Team on 020 8708 4834. If
you need any assistance making your complaint, including help for
people with disabilities or additional language requirements, you
should contact the Customer Contact Centre.
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