If you are unhappy about the service you have received from us, please make suggestions that helps us improve. Your comments are important to us as they help us put things right and improve our service. We have 3 complaint stages.

You must still pay your business rates even if you are making a complaint.

Please do not use the complaints procedure to appeal against your business rates or the rateable value of your property.

Sections in this guide (click title to view)

1. Stage 1 - what do I do if I am not happy with the service?

First of all, call us on 020 8315 2255. We will always try to resolve your problem immediately. You can also ask to be referred to the manager. If the manager is unable to resolve your complaint, you can ask to be referred to the Business Rates Office. In these cases we aim to call you back within 48 hours.

Alternatively, you may contact:

businessrates@lambeth.gov.uk
Business Rates Manager

We aim to respond to your complaint at this stage within 20 working days.

Please do not use the complaints procedure to appeal against your business rates or the rateable value of your property.

2. Further review - what should I do if I am not happy with the reply?

If you are still not happy after the stage 1 investigation, you can have your complaint reviewed by the council’s corporate complaints unit.

They are independent of the council tax office and will carry out a full review of your complaint.

To ask for a Further Review, contact:

Corporate Complaints Unit
Lambeth Town Hall
Brixton Hill
London
SW2 1RW
Telephone: 020 7926 9694
Fax: 020 7926 9381
Email: complaints@lambeth.gov.uk

You will receive an acknowledgement within three working days. Your will receive a response to your complaint within 20 working days.

3. What should I do if I want to take it further?

If you are not satisfied with the way we have handled your complaint, you can complain to the Local Government Ombudsman.

This is an independent national service that investigates complaints against local councils.

You can make a complaint to them at anytime, however they will usually only investigate if you have already been through our own complaints procedure.

Contact:

Local Government Ombudsman
PO Box 4771
Coventry CV4 0EH
Telephone: 0845 602 1983
Text: 07624 804 323
Email: advice@lgo.org.uk
Website: Local Government Obudsman