Complaints about council services

How to make a complaint

We expect all employees and our contractors who provide services on our behalf to treat all customers and clients of the council with dignity and respect and to provide services free from unlawful discrimination, harassment or victimisation.

We hope that the services you receive from us are of the quality you expect.

However if you feel that you have been discriminated against when receiving Council services (on the grounds of disability, gender, gender reassignment, race, religion or belief, or sexual orientation) you can make a complaint.

Stage 1

The first step is to contact the part of the council that provided you the service. If you are unsure whom to contact, you can find a list of services in the Council’s A-Z directory on this website –  www.westminster.gov.uk. You can also phone 020 7641 5000.

Stage 2

If you are unhappy with the outcome at Stage 1, you can take the matter further by contacting the relevant customer services officer.  Their contact information is available on the How do I complain page of the website.

The customer service officer will ensure that your complaint is fully investigated.  We aim to respond within 10 working days.  However, when a complaint is complicated we may need longer. We will explain the reasons for any delay and say when you can expect a reply.

Stage 3

If you are still unhappy after Stage 2, you have a right of appeal to the Council’s Chief Executive and the Complaints Team will carry out a full review of your complaint within 15 working days.  We will let you know if it is going to take us any longer.  The final outcome is then passed to the Chief Executive for consideration.

When making your Stage 3 appeal please explain why you remain dissatisfied and what you expect from a further review.

You can write to the Chief Executive:

C/O the Complaints Team

16th Floor, City Hall

64 Victoria Street

London SW1E 6QP

Or phone:  020 7641 1911

For further information on the Council’s complaints procedure can be found on the How do I complain page of this website.