Complaints
The majority of complaints about the council are dealt with through our two-stage procedure. Complaints about Adult Social Care and Children's, Young People and Family services have their own procedure; use the links below for contact information.
Complaints about the Council
If you want to make a complaint, we have a simple two-stage procedure detailed below. We use the complaints procedue in the majority of cases, however, sometimes we do not; More information can be found here.
First stage
We believe that the people who can best deal with a complaint are those who provide the service. Therefore, you should contact your local office or service manager about your complaint initially. We can usually sort out mistakes and misunderstandings quickly at this stage.
If you are not sure whom to contact:
- Find the relevant service here
- Phone: 020 7641 5000
- Email: customercomplaints@westminster.gov.uk
- Pick up a copy of a complaints leaflet from any Westminster library
We aim to respond, at this stage, within 15 working days. If we need longer we will write to you and explain why.
Second stage
If you are unsatisfied with the response you receive from the local office or service, you have a right of appeal to the Chief Executive, and the Complaints and Customer Manager will carry out a review of your complaint within 15 working days. We will let you know if it is going to take us any longer. When making your appeal please explain why you remain dissatisfied and what you expect from a further review.
Contact the Complaints and Customer Manager:
- By post: The Complaints Team, 16th floor, City Hall, 64 Victoria Street, London, SW1E 6QP
- Email: stage2complaints@westminster.gov.uk
- Phone: 020 7641 1911.
What if I am still not happy with the response?
If you are not happy with the way that the council have handled your complaint and you have been through both stages of our complaint procedure, you can complain to the Local Government Ombudsman (LGO) - an independent national service that investigates complaints about councils. Normally a complaint should go through the whole of the council’s complaints procedure before the Ombudsman will consider it. If you are in any doubt please contact the Ombudsman Advice Team on the telephone number below.
Local Government Ombudsman
- By post: PO Box 4771, Coventry, CV4 0EH
- Phone: 0300 061 0614
- Text: 0762 480 3014
- Email: Complaint form
- Website: www.lgo.org.uk
Adults’ and Children’s, Young People and Family services complaints contact information
- Phone: 0800 587 0072
- Email: ASCCustomerFeedback@westminster.gov.uk
- Post: Complaints Team, Tri- Borough Adults' Services, 77 Glenthorne Road, Hammersmith, W6 OLJ
Children's, Young People and Family Services
- Phone: 0207 641 3482, Freephone: 0808 202 6210
- Email: socialcarecomplaints@westminster.gov.uk
- Post: Complaints Team, Tri -Borough Children's Services, Room 136, Horton Street London, W8 7NX
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