Complaints procedure

Complaining about a council service

We encourage complaints from our customers - if we make a mistake, we want to know about it so we can put things right.

We call problems with things like graffiti, missed bin collection and faulty street lights etc faults. We do not deal with these under this procedure. If you are not sure how to report a fault, please speak to a member of staff or use the Street Scene fault reporting form.

There are three stages to our complaints procedure.

If you would like to make a complaint about a service or a department, you can use our online complaints form or find out who to complain to from the 'Who do I complain to' section.

1. What do I do if I'm unhappy with one of your services?

• Tell a member of staff who works in the service you want to complain about.
• You can ring, write, send an email, use our website, fill in a complaint form or visit one of our reception areas where a member of staff can help you to fill in a form.
• We will let you know we have received your complaint within two working days.
• A manager will investigate your complaint and reply to you within 15 working days.
• If you are unhappy, we will tell you how you can appeal.

2. How can I appeal?

• If you are unhappy with the manager's reply, you can appeal to a senior manager of the service. We will let you know we have received your complaint within two working days.
• A senior manager will investigate and reply to you within 20 working days.
• If you are unhappy, we will tell you how you can appeal to the Chief Executive.

3. What if I am still unhappy?

The Chief Executive will appoint a senior member of staff to investigate your complaint. This person will be independent of the service you are complaining about. He or she will let you know we have received your complaint within two working days, and send you a report of the investigation within 25 working days.

For this appeal you should contact:

Chief Executive

Civic Centre
44 York Street
Twickenham TW1 3BZ
Telephone: 020 8891 1411
Email: chief.exec@richmond.gov.uk