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Information from the London Borough of Sutton

Feedback, complaints & compliments

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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.