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Complaint procedure

If you are dissatisfied with the standard of service, actions or conduct of the City of London or its staff, you can make a make a complaint via the City's complaints procedure.

Complaints can be made by phone, letter or email, and you can download a complaint form from the City of London website. Please be as specific as possible about the details and circumstances surrounding your complaint as we cannot resolve an issue until we have all the necessary information.

We deal with complaints through a three-stage procedure.

Stage 1
Usually, the quickest way to resolve an issue is by contacting the relevant service directly. Mistakes and misunderstandings can often be dealt with in this way. If not, the manager of that service will investigate the complaint. We will give a full response within 10 working days of receipt of your complaint. If we are not able to deal with your complaint in full within this time we will contact you to advise you of the delay and to let you know when you can expect a full response.

Stage 2
If you are unhappy with our response at Stage 1, you can request a review of your complaint. Contact the complaints coordinator, who will arrange a review by the chief officer of the department, or a nominated senior officer. You will receive a full response within 10 working days or we will contact you to advise you of the delay and to let you know when you can expect a full response.

Stage 3
If you are still unhappy after Stage 2, you can request a final review of your complaint. Re-contact the complaints coordinator, who will arrange for an independent investigation to be undertaken by the Town Clerk & Chief Executive, or a senior officer acting on their behalf. In your letter you should outline the details and circumstances of your complaint and the action you wish the City of London to take. You can expect a full response within 10 working days or we will contact you to advise of the delay and to let you know when you can expect a full response.

Local Government Ombudsman
If the Stage 3 review doesn't resolve your complaint and you want to take it further you will need to contact the Local Government Ombudsman. The Ombudsman is independent of the City of London Corporation and will investigate claims of maladministration or fault. However, the Ombudsman may not investigate your complaint if it has not first gone through the City’s complaint procedure or if an appeal is taking place.

Please note
If after any stage you don't get back to us within four weeks of our response to you we will consider that you have been satisfied with the response you have received.

Who to contact

Telephone
020 7606 3030 (switchboard)
E-mail
complaints@cityoflondon.gov.uk,
Website
Comments, complaints and suggestions
Notes

The main switchboard number is 020 7606 3030.

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