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COVID-19 (Coronavirus) : Latest information and advice.

What is the current situation with the COVID -19 (Coronavirus) and where to find more information.

Information from the London Borough of Sutton

Feedback, complaints & compliments

All other services

COVID-19 (Coronavirus) Update:
In line with government guidance, the Local Government and Social Care Ombudsman is not currently accepting new complaints. They will accept complaints again when the situation improves and government guidance changes. You can find the most up-to-date information at www.lgo.org.uk or by listening to the recorded message on 0300 061 0614


Corporate complaints process

Stage 1 - local resolution

We will acknowledge your complaint within 7 working days. If we can deal with your feedback straight away we will let you know. Otherwise we will give you a detailed reply within 20 working days.

To make a complaint, please email complaints@sutton.gov.uk. Please provide as much detail as possible, attaching any relevent emails, letters that will assist us in investigatng 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.