We are committed to and pride ourselves in delivering high quality services in the most effective and efficient way possible. Occasionally, despite our best intentions and hard work, things can go wrong and errors can occur. 

We need to be made aware when this happens so that we can resolve any issues and learn from our mistakes to ensure that it does not happen again.

Definitions

In line with the Local Government and Social Care Ombudsman, we use the following definitions for a service request and a complaint.

Service Request

A service request is: "a request that the organisation provides or improves a service, fixes a problem or reconsiders a decision".

Service Requests allow us the opportunity to resolve matters before they become a complaint. We will take action to resolve service requests as quickly as possible and in line with agreed service standards. Some common examples of service requests are:

  • Reporting a missed bin collection
  • Requesting a replacement waste container
  • Requesting information such as a Council Tax bill
  • Reporting a pot hole

This list does not include everything and is given as a guide to assist you in appropriately requesting our services. If you are unhappy with how we have handled a service request, you may then raise a formal complaint.

Complaint

A complaint is: "an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual or group of individuals". A complaint could be about the following:

  • Failure to provide a service
  • The standard of the service provided
  • Treatment by or conduct of a member of staff
  • Failure to follow our own policies
  • Poor communication
  • Disagreement with a decision where you, the complainant, cannot use another procedure such as an appeal to challenge the decision

This list does not include everything and is given as a guide to assist you in appropriately submitting your complaint.

Getting help with your complaint

If you need help making a complaint, you can ask:

  • a friend, neighbour or relative
  • your doctor, carer or personal assistant
  • a Councillor or your local MP
  • any other advocate of your choice

You can also request help from Citizens Advice or call them on 0800 144 8848.

If you are under 18, and are in care or leaving care, you can get help and support to make your complaint from an independent advocacy service. For further information, contact Volunteer Centre Sutton.

Leave feedback or give a compliment

If you would like to provide some feedback or a compliment following an interaction with us, please email us at complaints@sutton.gov.uk.