If you are dissatisfied about the standard of service, actions
or lack of action by the City of London or its staff, we have a
formal complaints procedure. Please note that this procedure is not
intended for cases where the City of London has taken a decision in
a proper manner but with which you disagree or where you wish to
complain about other persons or organisations - unless they are
working for the City of London.
The first step is to
contact the department responsible for the service. You can do
this by visiting, telephoning or writing. Some complaints can be
sorted out on the spot but if this is not possible your complaint
will be acknowledged and investigated immediately. The officer
concerned will provide a written reply or progress report within
two weeks.
If you are still dissatisfied, you should complain to the head
of the department responsible for that service. This is best done
formally by completing a complaint form from the download link
below or available in all departments - together with a stamped
addressed envelope. The department head will investigate your
complaint and write to you within two weeks with a reply or a
progress report.
Download a complaint form (263kb)
If you are still dissatisfied and wish to pursue the matter, you
should email or write to
the Town Clerk and Chief Executive, City of London, Guildhall, PO
Box 270, London EC2P 2EJ. In your letter you should outline the
circumstances and details of your complaint and the action you wish
the City of London to take. The Town Clerk and Chief Executive will
acknowledge your letter immediately and carry out an independent
investigation, after which he will respond to you as soon as
possible.
Freedom of Information complaints procedure
There is a special procedure for complaints made under the
Freedom of Information Act 2000.
Download the FOI complaints procedure
here (30kb)
Environmental Information Regulations complaints procedure
There is a special procedure for complaints made under
the Environmental Information Regulations 2004.
Download the EIR complaints procedure
here (29kb)
Local Government Ombudsman
Unhappy with the way we have dealt with your complaint? The
Local Government Ombudsman is an independent person who
investigates allegations of maladministration causing injustice to
the person who has complained. The Ombudsman investigates
complaints about most council matters including housing, planning,
education, social services and council tax. A leaflet giving advice
on how to complain can be downloaded from the
Ombudsman's
website or obtained by contacting the office (see below).
10th floor,
Millbank Tower, Millbank,
London SW1P 4QP
Tel 020 7217 4620
Fax 020 7217 4621
or
email
If you have an enquiry about the Local Government Ombudsman's
service, you can call their Adviceline, 0845 602 1983 .