Customer Services complaints and comments
We are committed to providing the best possible services and your comments and complaints are important to us.
There are several ways you can contact us to make a compliment, comment, suggestion or complaint about our service.
The easiest way is to use our online complaint form, alternately
By email, customer.services@richmond.gov.uk or
Telephone us on 08456 122 660.
If none of these communication methods suit you, we would be happy to accept other types of correspondence such as by audio, coming into the civic centre where we can take details on your behalf.
If you have a complaint we will:
- Welcome the opportunity of investigating the problem, responding to you and correct any fault in our service.
- Acknowledge and respond to any complaints within the following timescales as set out in our complaints procedure.
- At Stage 1 we will acknowledge complaint within 2 working days and reply in full within 15 working days.
- At Stage 2 we will acknowledge complaint within 2 working days and reply in full within 25 working days.
- Apologise when things go wrong and explain what went wrong.
- Deal with complaints fairly and objectively and investigate them sensitively.
- Investigate the circumstances surrounding the complaint, whether our service has failed to meet our standards of service and correct any failure, as far as possible.
- Treat all complaints as an opportunity for the Council to learn regular reviews of complaints will be made in order to make positive changes where necessary.
- Invite feedback from the person making the complaint on how the complaint was handled.
- Make sure you are aware that if your complaint is not resolved, you have the option of contacting the Local Government Ombudsman.