Complaints procedure

London Councils has a simple four-step procedure for complaints.

Preliminary Stage – Problem Solving

If you are unhappy about a particular service or wish to make a suggestion contact the relevent officer or line manager in that department.  They can usually sort out mistakes and misunderstandings quickly and informally at this stage.

Note: To appeal against a decision to reduce or cease an organisation’s funding see London Councils Grants Committee appeals process [this only relates to organisations currently in receipt of London Councils funding].

Note: To complain about a partner of London Councils or a voluntary organisation funded by London Councils contact the London Councils Grant officer in responsible for this organisation. You can find out who this Grants officer is by emailing john.bray@londoncouncils.gov.uk.

Note: Complaints about Parking or Congestion Charging Adjudicators. The Adjudicators are independent judicial officers and do not fall within this protocol.  If there is a complaint about the Adjudicator's consideration of an appeal or the way a case has been dealt with, the complainant should write to the Head of the Service in the first instance - following the procedure outlined in the PATAS leaflet if the complainant wishes to ask for a review of the decision in their case.  If it is a complaint about the conduct of an adjudicator the complainant should write to the Chief Adjudicator at the PATAS Office. A complaint about an individual’s treatment by PATAS staff or the level of service received are dealt with by the following four step procedure. Go to the PATAS website for more information Opens in a new window.

If you are not sure who to contact call 020 7934 9999 or email at info@londoncouncils.gov.uk.

If you are not happy with the response you get, then you can make a formal complaint.

The formal complaints procedure has three stages.

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