Before you make a complaint
Report an issue
If you are reporting a problem for the first time, contact the service responsible and give them an opportunity to resolve it.
Contacting the service directly is often the quickest way to put things right.
Complaints with their own process
Some complaints follow a different process. These include:
Challenge a decision
You may need to use an appeal or review process instead of making a complaint if your issue is about:
If you've reported the issue and it is not covered by the processes above, you can make a complaint.
Make a complaint
We have a two-stage process for complaints about council services.
Stage 1: local resolution
We will acknowledge your complaint within 5 working days.
We will send you a written response within 10 working days from the date we acknowledge your complaint.
Stage 2: final review
If you are not satisfied with our response at stage 1, you can ask us to carry out an independent final review.
We will acknowledge your request within 5 working days.
We will send you a written response within 20 working days from the date we acknowledge your request.
Make a complaint using our online service
Other ways to make a complaint
You can write to us at:
London Borough of Lambeth
PO Box 80771
London
SW2 9QQ
If you are still unhappy after the final review
If you are not satisfied with how we handled your complaint after the final review, you can refer your complaint to the Local Government and Social Care Ombudsman.
If your complaint is about housing, you should contact the Housing Ombudsman.