Compliments, complaints and commentsYour views count
At Southwark Council we're working hard to improve the services we provide and your comments help to shape the service you receive.
We aim to provide the highest quality services so are pleased to hear your suggestions on how we can improve, if we have done something well or if you think a member of staff deserves praise for providing an exceptional service.
There may also be times when the service you receive does not meet your expectations. Although the staff at our contact centre and one stop shops can sort out most problems straight away, without you having to make a formal complaint, if you do want to complain we have tried to make it as easy as possible.
The council has a corporate complaints policy (pdf 44kb) to ensure there is a consistent approach to complaints across the council and all complaints are treated seriously and sympathetically and resolved at the earliest possible stage.
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How to compliment us or make a comment
It is always good to know when we are doing well. If you want to compliment us or make a comment, tell a member of staff or the service manager.
Alternatively, you can fill in the compliment, complaint or comment form.
Southwark Council's complaints procedure
The council has a simple three stage complaints process:
Stage 1 - complain about the service you are unhappy with
We will acknowledge your complaint within 3 working days and after investigation you will usually receive a full response within 15 working days.
We hope that you will be satisfied with our initial response to your complaint. However, if you remain unhappy you can take the matter further.
Stage 2 - complain to the relevant department
At stage two we look at how your complaint was dealt with at stage one and carry out a further investigation on behalf of the relevant head of service. The stage two complaints team will acknowledge receipt of your stage two complaint within 3 days and you will usually receive a full response within 20 working days.
Stage 3 - complain to the chief executive
If you are still unhappy after stage two you can request a final review of your complaint. This independent review will be completed on behalf of the chief executive within 25 days.
Occasionally, where a complaint is particularly complicated, investigations may take longer, but we will always keep you informed of any delays.
Are all complaints dealt with the same way?
No. Some complaints have separate appeals procedures. These include complaints about planning, parking tickets, housing benefits, council tax, special education needs assessments and school admissions.
Schools have their own complaints procedure. If you have a complaint about a school or member of school staff, you need to contact the head teacher. If you are still unhappy you can complain to the school's governing body. The school will explain the procedure to you.
By law there are different procedures for most health and social care services.
How to make a complaint
The easiest way to make a complaint is to telephone our contact centre on 020 7525 5000 or visit one of our one stop shops. Alternatively, you can fill in the compliment, complaint or comment form online.
Please tell us as much as you can about your problem, including:
- what went wrong
- when it happened
- who you dealt with
- how you would like the matter settled
The corporate complaint unit
All stage two and three complaints are managed by the corporate complaint unit. Each stage is managed separately and decisions are made entirely independently of each other. Your complaint will never be investigated by the same officer twice.
Corporate Complaint Unit
Bermondsey one stop shop
17 Spa Road
London
SE16 3QP
Tel: 020 7525 0042
Fax: 020 7525 3819
email: complaints@southwark.gov.uk
Taking matters further
If you are unhappy with the way we have handled your complaint you can contact the local government ombudsman (LGO). This is a free, independent service that investigates complaints against councils. You can complain to the ombudsman at any time but he will only usually investigate if you have already been through our own complaints procedure. You can contact the ombudsman at:
The Local Government Ombudsman
PO Box 4771
Coventry CV4 0EH
Tel: 0845 602 1983 or 024 7682 1960
Fax: 024 7682 0001
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