Our complaints procedure
These are the two main stages of our complaints procedure.
Stage one – our relevant service area will deal with your complaint within 28 days. When we first receive your filled-in complaints procedure form, we will send you an acknowledgement letter within five (5) days telling you the name of the person dealing with your complaint, their phone extension and the target date by which you will get a response.
Stage two – if you are not happy with the response you receive, you have the opportunity to complain further to the Chief Executive of the London Borough of Waltham Forest, who will review the actions we have taken. The corporate complaints team for the London Borough of Waltham Forest will acknowledge your request within five (5) days and review your complaint within 28 days.
What happens next?
If your complaint is not sorted-out to your satisfaction, the Chief Executive of the London Borough of Waltham Forest will contact the Ombudsman on your behalf or you may do so yourself. The Ombudsman is an independent person who will decide if you have a case. However, the Ombudsman will not investigate complaints if we have not been given the opportunity to deal with the complaint first.
Contact the Ombudsman at:
The Local Government Ombudsman,
10th Floor,
Millbank Tower,
London,
SW1P 4QP.
Phone: 020 7217 4620.
Fax: 020 7217 4621.
Website: www.lgo.org.uk
Your local councillor or Member of Parliament can also help you to sort out yourcomplaint. You can get their details from the London Borough of Waltham Forest on 020 8496 3000 or through the website at www.lbwf.gov.uk