How to Comment or Complain about a Council Service

Sutton Council aims to build a community in which all can take part and pride.  We want to provide you with high quality services and believe your comments and complaints can help us to do so.

If your complaint is about the actions of Councillors visit the Complaints about Councillors web page.

Our aim   -   high standards
We want to know if we have made a mistake or if you are unhappy with a service so that we can put things right.  We’ll learn from our mistakes so we can do better next time.

We would also like you to tell us when we do something well or if you have a suggestion about how we could change the way we do things.                   

Reporting a problem

If you want to report a problem, write to the Council or telephone us on 020 8770 5000.  We will do our best to sort out the problem as soon as we can.

Making a comment

If you would like to comment about a service, please write to us, visit our website or ring the Council on 020 8770 5000.

What do I do if the problem is not resolved?

If you are not happy with the response you receive when you report a problem, you can make a formal complaint in one of the following ways:

• Write to the appropriate service area marking your correspondence ‘Complaints’ (see below for the service areas)
• Use the website www.sutton.gov.uk where you will find a Comments and complaints form (Word Document). Please complete the form or write in your own words and email to complaints@sutton.gov.uk
• Phone the relevant service area or 020 8770 5000
• Fax to 020 8770 5404 marking ‘Complaints’

What happens next?

Your complaint will be considered using the Council’s Corporate Complaint Procedure.  This procedure covers most council services, but does not include school admissions, parking appeals, housing benefit appeals, insurance matters and social services complaints.

Any complaint concerning a school should be directed to the school in the first instance.

There is a different procedure for social services complaints and a separate leaflet is available to guide you through the process.

If you have a problem making a complaint, a friend, relative, Councillor or a Member of Parliament can help you with your complaint. Contact details for Councillors and MPs are on the website or available by contacting the Council on 020 8770 5000.

The process

Stage 1

Once we have received your complaint, we will acknowledge it within seven working days and following the investigation, we will respond in full within 20 working days.

Stage 2 Appeal

If you are not satisfied with the outcome of the Stage 1 investigation, please write to us within 28 days.  We will then arrange a stage 2 Appeal.  This means a senior council officer, not previously involved in the complaint, will reconsider the case.  We will acknowledge your complaint within seven working days and provide a full response within 25 working days.

If I still feel my complaint has not been dealt with properly, what can I do?

You may contact the Local Government Ombudsman (LGO) about your complaint.  The LGO is an independent investigator of complaints against councils.  You can write to the LGO at the address below.  Usually the LGO refers a complaint back to the Council, if it has not already been through the Council complaint procedure.

Local Government Ombudsman
PO Box 4771

Coventry

CV4 0EH

email: advice@lgo.org.uk

Or you can contact the LGO by telephoning 0845 6021983 Please click on the link to view the (Note: this link opens in a new window) Local Government Ombudsman Annual Letter 2006/07

Please click on the link to view the Council's Annual Summary of Complaints for 2006/07 ( PDF 45KB)

Service Areas and services they cover: