Customer Services complaints and comments
We are committed to providing the best possible services to you, our customers. Your comments and complaints are important to us.
If you wish to make a compliment, comment or suggestion about our service please email customer.services@richmond.gov.uk or telephone us on 020 8891 1411. If you wish to make a complaint about our service, please use our online complaint form.
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 10 working days.
- At Stage 2 we will acknowledge complaint within 2 working days and reply in full within 15 working days.
- At Stage 3 we will acknowledge complaint within 2 working days and reply in full within 20 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.