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.

Stage 1

Problem solving

In the first instance the manager of 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 complaints officer who 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 Complaints and Standards 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.

For the Local Government Ombudsman

Call 020 7217 4620

Visit: info@hackney.gov.uk

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Page updated: 22 Oct 2008