Making a complaint
If you have contacted the relevant service already and your issue has not been resolved, you can complete a complaints form.
Please include the following details:
- a clear description of the complaint
- information on whether it is an original complaint or a follow-up
- what you need from us to resolve the issue
- your name, telephone number, address and email.
We aim to respond to complaints within 25 working days.
Complaints about children's social care
If you have any concerns, please speak to the appropriate member of staff as soon as possible. You could also contact their manager to discuss your dissatisfaction.
If you have contacted the service already, or you would prefer to submit a formal complaint, you can complete an online form. We will aim to respond to you within 20 working days.
Telephone: 020 7926 9777
Email: CBSTeam@lambeth.gov.uk
Make a complaint about children's social care
Complaints related to Penalty Charge Notices (PCNs)
If you submit a complaint at the same time as your challenge, please be aware that the PCN challenge procedure is a statutory process separate and outside of the complaint’s procedure.
Part 6 of the Traffic Management Act has established a process for dealing with challenges and appeals against PCNs. The team that deals with complaints are unable to influence the decisions of the PCN challenge team; neither can they put a PCN on hold pending the investigation of any complaints.
Whilst waiting for the outcome of a complaint you should submit a challenge or pay your PCN within the appropriate time frames. We would not put a PCN on hold pending the outcome of a complaint.
You may use the corporate complaints process to make a complaint, but it is unlikely that your complaint with affect the outcome of your PCN challenge unless it is found that we have acted unfairly or unlawfully in issuing the PCN.
Appeals, disputes and exceptions to the complaints procedure
Some of our appeals and disputes are handled outside of our usual complaints procedure. This could be where an alternative process, such as a statutory appeals process, exists.