What you can expect from us

  • We will provide a simple, accessible and transparent complaints process
  • We will aim to resolve your complaint at the earliest opportunity
  • We will ensure your complaint is handled consistently, appropriately and effectively
  • We will ensure your complaint is investigated and responded to in a timely manner
  • We will remedy any failures appropriately and proportionately

For more information, view our Complaints Policy.

Making a complaint

If you would like to make a complaint, you can contact us through one of the following channels.

Email: complaints@sutton.gov.uk

Write to us: Customer Care, Sutton Council, Civic Offices, St. Nicholas Way, Sutton SM1 1EA

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

Complaints process

In line with our complaints policy, if we are unable to resolve your concerns as a service request or if the concerns meet the definition of a complaint, there is a two stage complaints process to follow.

Stage 1

Once your complaint has been submitted, it will be acknowledged and logged at Stage 1 within two working days.

Your complaint will be investigated by an officer of the service being complained about, this is because they are subject matter experts and best placed to provide a comprehensive response to any concerns being raised.

The officer will aim to provide you with a response that addresses all of your concerns within 10 working days of the complaint being acknowledged. If your complaint is complex, we may need to extend the deadline by a further 10 working days, we will make contact with you if this is the case.

If you are unhappy with the outcome of your Stage 1 complaint, you can request your complaint be escalated to Stage 2. We ask that you do this within 20 working days of the Stage 1 complaint response being issued to ensure that momentum is not lost.

Stage 2 (Final Response)

The Council will try to understand why you remain unhappy however, it is helpful if you provide reasons for your request for escalation and any desired outcomes you’re seeking. This can then be clearly addressed by the investigating officer at Stage 2.

Once your Stage 2 request has been received, it will be acknowledged and logged at Stage 2 within two working days. Typically, the Investigating Officer at Stage 2 will be a senior manager within the service being complained about who has had no prior involvement in your complaint.

The officer will aim to provide you with a response that addresses all of your concerns within 20 working days of the complaint being acknowledged. If your complaint is complex, we may need to extend the deadline by a further 20 working days, we will make contact with you if this is the case.

The Stage 2 response will confirm the outcome of your complaint and this will be the Council’s final response. If you are unhappy with the outcome, you can complain to the Local Government and Social Care Ombudsman.

If you’re not happy with the final outcome

If you are unhappy with the Stage 2 outcome of your complaint, you have the right to refer it to the Local Government and Social Care Ombudsman for review.