We're here to protect and serve Londoners, so your feedback is really important to us. You can make a complaint or a compliment. Our team are here because we care – and when we don't get things right, we use your feedback to help shape our services.
After submitting a compliment or complaint, you'll receive an acknowledgment and will be assigned a contact officer. They will be able to assist you with any queries you might have.
You will receive a full response to your complaint within 28 working days, although we endeavour to reply as soon as possible. If we cannot answer your complaint within this timescale, we will inform you of how we are investigating it and how long it is expected to take.
We will acknowledge your request within two working days and a more senior manager, who will be responsible for the department or area that your complaint falls under, will carry out further investigation.
Following the additional review you will receive a full response within 28 working days, or we will inform you if this will take longer.
If you remain unhappy at the outcome, we will direct you to the Local Government Ombudsman (LGO). They may carry out an independent investigation, however, the LGO will normally only consider your complaint once you have been through our complaints procedure.