Our complaints procedure
There is a simple two-stage process for making a complaint about a council service.
For complaints about children's social care, the process is different. Find out how to make a complaint about children's social care.
1. Local resolution
Once you have submitted your complaint, we will notify the service you have complained about and they will investigate internally. They are in the best position to resolve your complaint and they will aim to provide a full written response within 20 working days.
Sometimes it may take longer to respond. If this is the case, they will tell you the reason why there is a delay and when you can expect a full response. You will receive details on how to escalate your complaint to the second stage at the end of local resolution.
2. Final review
If you do not think that your complaint has been resolved after the first stage, you have the right to have it reviewed. This second stage is investigated by our complaints team. Final reviews are independent of the service you have complained about so we'll need details about your initial complaint.
You’ll need to complete a form with details such as:
- what went wrong
- when it happened
- who you dealt with
- any reference numbers you have
- how you would like the matter resolved.
We will acknowledge your complaint within 2 working days and aim to send a full response within 25 working days.
Sometimes it may take longer to respond. If this is the case we will tell you the reason why there is a delay and when you can expect a full response.
Other ways to make a complaint
If you want to talk to someone call us on 020 7926 9694.
If you'd prefer to put your complaint in writing please email email@example.com or write to us at:
London Borough of Lambeth
PO Box 80771
You can also make a complaint in person to any member of council staff.
Referral to Ombudsman
If you are not happy with the way the council has handled your complaint you have the right to refer it to the Ombudsman.