You can submit your complaint along with any supporting documents via email to or write to us at: Sutton Council, Civic Offices, St Nicholas Way, Sutton, SM1 1EA

Adult Social Care complaints fall under the Local Authority Social Services and National Health Services complaint (England) Regulations 2009 statutory complaints procedure. 

Complaints that fall outside of this procedure will be investigated under our Corporate Complaint Process.

The complaints process

One stage process

We will acknowledge your complaint in writing within 3 working days.

Your complaint will be investigated and responded to in writing within 20 working days. Occasionally it may be necessary to extend this, you will be contacted if an extension is required.

The investigating officer may contact you to discuss or clarify aspects of your complaint.

If you’re not happy with the outcome

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