Our Complaints Procedure
We have a simple three stage procedure that covers most of the services the Council provides.
However, there are some areas where separate legal procedures apply - for example, parking tickets, planning application or housing benefit appeals and special arrangements apply to social services and complaints about schools.
If you're not sure how to proceed, check with the Complaints Team on 020 8356 3770.
For adult's social care complaints and children's social care complaints we have a different complaints procedure, please follow the links to find out more.
For complaints which involve a breach of the Code of Conduct either by Hackney Councillors or by Co-optees to Committees of the Council, please download the document below:
Stage 1
Problem solving
In the first instance the nominated stage 1 officer in the service you are complaining about will try to address your complaint. The best people to sort out most problems are often those who provide the service.
We will write to you within three working days to let you know that we have received your complaint. In the letter we will let you know who is dealing with your complaint and the date by when you should receive a response.
We aim to respond within 15 working days. If there is any reason why we can't, we will contact you and let you know when to expect our response.
Stage 2
Investigating
If you are not happy with the outcome of Stage 1, you can take the matter further. We will include details of how to do this in your Stage 1 response letter.
At Stage 2 your complaint will be investigated by a nominated manager within the service who, where possible, will have had no previous involvement with your complaint.
Again, we aim to respond within 15 working days or we will contact you and let you know when to expect our response.
Stage 3
Independent review stage
If you are still not satisfied after the Stage 2 investigation, you can ask for your complaint to be considered by the Council's Business Analysis and Complaints team.
The team will carry out an independent review of your complaint.
We aim to respond within 20 working days. If there is any reason why the team need more time, they will contact you and let you know when to expect a response.
If you are still not happy with our response you can take your complaint to the Local Government Ombudsman.
Local Government Ombudsman
The Local Government Ombudsman is an independent national service which investigates complaints against councils. You can complain to the ombudsman at any time in the complaints procedure. However, you complaint will usually be referred back to the Council if it has not been through all the three stages of our complaints procedure.
To contact the Local Government Ombudsman:
Tel: 0845 602 1983 or 024 7682 1960
Visit: www.lgo.org.uk
Page updated: 29 Dec 2011
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