Corporate complaints process

The London Borough of Sutton has always valued feedback from citizens which provides opportunities for lessons to be learnt and improvements to be made for service delivery. 

Our complaints procedure encourages resolution at the first point of contact. If we are unable to resolve a customer’s dissatisfaction at the first point of contact, there is a two stage complaints process to follow.

Stage 1

We will acknowledge your complaint within 5 working days. Stage one complaints will be investigated and a response will be sent to you within 20 working days.

To make a complaint, please email Please provide as much detail as possible, attaching any relevant emails, letters that will assist us in investigating your complaint.

If you are submitting a complaint on behalf of someone else, we will need proof of authorisation.

Stage 2 - Review 

If you remain dissatisfied with the response to your stage 1, please contact us within 28 days and request a stage 2 review. You will need to state the issues you remain dissatisfied with and the outcome you are seeking. This request will then be reviewed by the Customer Care service.

This means that a senior council officer who has not been involved in your case before will reconsider your complaint and will send you a response within 20 working days or tell you if it will take longer and let you know when you can expect a full reply.

If you are still not happy you can refer your complaint to the Local Government Ombudsman.