You can email your complaint to us.  You should provide as much detail as possible and attach any relevant emails or letters. This assists us in investigating your complaint.

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

The complaints process

Stage 1 - complaint

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

You will receive a response to your complaint within 10 working days. Sometimes this needs to be extended, we will contact you to tell you about this. 

The investigating officer may also contact you to discuss or clarify your concerns

Stage 2 - investigation

If you are not happy with your Stage 1 response you can:

You need to explain which aspects of your complaint you are dissatisfied with and why.

An independent investigator will be appointed to look at your complaint. They will contact you to agree on the outstanding issues and will then prepare a report within 25 working days or tell you why it will take longer.

The Executive Head of Service will write to you and send you a copy of the complaint report giving you their view of the findings. 

If you are unhappy with the Stage 2 response, you have 20 working days to request a panel review of your complaint.

You can do this by contacting the Corporate Customer Care Team. You'll need to explain which aspects of your complaint you feel remain unresolved.

Stage 3 - panel review

The panel will be made up of independent people who are not employed by the London Borough of Sutton. We will give you 10 working days notice of the date of this review. You may choose to come to the review and can bring a friend or other representative with you.

You may prefer not to attend but give the panel all of the information in writing. Once the panel members have completed their review they will tell you and the Strategic Director of their decision and any recommendations within 5 working days.

The Strategic Director will let you know within 15 working days if the panel’s recommendations will be carried out.

If you are not happy with the outcome

You can refer your complaint to the Local Government Ombudsman.

If you’re under 18 years old, in Care or leaving Care

Mentoring Advocacy and Peer Support (MAPS) can give you independent help to have your voice heard. 

They can help you to:

  • discuss your care package 
  • get support with your LAC reviews
  • get support to make a complaint about your experience in or leaving care

MAPS is part of Volunteer Centre Sutton. You can call them on 0208 661 5900 or send MAPS an email.

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