What you can expect from us

  • we will listen and take your complaint seriously
  • we will deal with your complaint fairly
  • we will tell you how long our investigations will take
  • we will apologise if we have done something wrong and tell you how we will put things right
  • we will keep all information about you confidential
  • we will ensure there are no adverse consequences from making your complaint

For more information, view our Corporate Complaints, Comments and Compliments Procedure.

Making a complaint

Contact us if you would like to make a complaint about something that happened in the past 12 months.

Email

complaints@sutton.gov.uk

Write to us

Sutton Council, Civic Officer, St. Nicholas Way, Sutton SM1 1EA

You should include as much detail as possible, providing any supporting documents such as emails or letters. If you are submitting a complaint on behalf of someone else, we will need proof of authorisation for you to act on their behalf.

Complaints process

If we are unable to resolve your dissatisfaction at the first point of contact, there is a two stage complaints process to follow.

Stage 1

Once you have submitted your complaint, we will let you know that it’s been received within 2 working days. 

Your complaint will be investigated and responded to in writing within 20 working days. On occasion we may need to extend this, if an extension is required, you will be contacted prior to the 20 working day deadline.

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

If you are unhappy with the response to your complaint at Stage 1, you have 28 calendar days to request a Stage 2 review. You will need to explain why you remain unhappy and advise of any outcomes you are seeking from your complaint. This will be reviewed and if appropriate, your complaint will be escalated to Stage 2.

Stage 2

A Stage 2 complaint is a review of the Stage 1 investigation and outcomes, it cannot include new issues that were not a part of the Stage 1 investigation.

The Stage 2 review will be conducted by a senior or independent officer who has not previously been involved in your complaint/case.

Your complaint will be investigated and responded to in writing within 20 working days. On occasion we may need to extend this, if an extension is required, you will be contacted prior to the 20 working day deadline.

If you’re not happy with the final outcome

If you remain unhappy following the final decision on your complaint, you have the right to refer it to the Local Government and Social Care Ombudsman.