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Guide to London Councils Complaints Procedure

London Councils has a simple three stage procedure that covers most of the services we provide. Please read the information below for details on the kinds of complaints we can investigate and how they will be handled.

What can we investigate?

We can investigate any of the following through our 3 stage complaints procedure:

  • an unsatisfactory level or quality of service
  • concerns about service delivery or non-delivery
  • a failure to provide information or give the correct information
  • a failure to follow the London Councils agreed policies and procedures
  • a complaint about the behaviour of staff or contractors employed by London Councils.

What must be investigated by other procedures?

  • Complaints about the Parking or Congestion Charging Adjudicators cannot be dealt with by London Councils. For details about when and how to complain about an adjudicator, please visit the London Tribunals website  (
  • Appeals against Grants decisions to reduce or cease an organisation’s funding will be dealt with through the Grants Committee’s Appeal Process.
  • Complaints about how we have handled a request for information under the Freedom of Information, Environmental Information Regulations or the Data Protection Act will be dealt with through our internal review procedure.
  • Complaints about elected Members should be referred to their own authorities where they are bound by their local code of conduct.

What can’t we investigate?

Sometimes we receive complaints about policy decisions taken by London Councils Member bodies, for example the level of parking fines or the reduction in the Grants scheme. If your complaint is about the substance of a policy, rather than the way a decision has been taken or a problem with delivery of a service, we will not consider it under our complaints procedure. Our response to you will explain that this is because your complaint is about a policy decision rather than a failure to do something.

Our standards for handling complaints

  1. We treat all complaints seriously, whether they are made by telephone, by letter, by fax, or by email.
  2. We will treat complainants with courtesy and fairness at all times.
  3. We will aim to meet the timescales set down within our procedures and if, for any reason, we require further time we will tell the complainant the reason why and let them know when we will be able to reply in full.
  4. We will not treat a complainant less favourably than anyone else because of their:
  • sex or marital status: this includes family status, responsibility for dependants, and gender
  • sexual orientation
  • colour or race: this includes ethnic or national origin or nationality
  • disability
  • religious or political beliefs, or trade union affiliation
  • other unjustifiable factors, for example language difficulties or age.

      5.  If a complainant requires assistance in making their complaint, we will provide appropriate help, which may include putting people in touch with a suitable agency which can assist them in making their complaint.

  1. All complaints received will be dealt with confidentially and in accordance with the requirements of the Data Protection Act 1998.

Persistent or vexatious complaints and managing unreasonable complainant behaviour

London Councils has adopted a policy on managing complaints which may be considered persistent or vexatious, and for dealing with a complainant who exhibits unreasonable behaviour. The policy is based on guidance from the Local Government Ombudsman and outlines what actions the organisation may take in response to either situation. The full policy is available on request.

Making a complaint

If you wish to make a complaint, or enquire about the progress of your complaint, please contact the Corporate Complaints Officer:

Please contact the Corporate Complaints Officer if you need any assistance in making your complaint.