Your views are important to us
If you have contacted the Royal Borough of Greenwich about an issue and you aren't happy with the way it was handled, you can make a formal complaint.
How your complaint will be handled
When you make a formal complaint, we will send you an acknowledgement within five working days.
Your complaint will be investigated by a senior manager, who will respond to you within 15 working days.
If you remain dissatisfied, your complaint will be reviewed by a more senior manager. You may be asked for more information. We will respond to you within 20 working days.
Additional complaints processes
For some services, there are different complaints processes.
- Adult social care
- Children's Services
- Appealing against parking fines
- Planning application appeals
- Housing Benefit and Council Tax Support appeals
- Freedom of information responses
- School admissions appeals
- Complaints about schools: Schools have their own complaints procedures. If you have a complaint about a school or a member of school staff, you should contact the headteacher. If you are still unhappy you can complain to the school's governing body. The school will explain the procedure to you.
Taking your complaint further
If you are still not satisfied with our response, you can contact an ombudsman, which investigates complaints about local councils. These services are independent, impartial and free.
The ombudsman will normally only consider your complaint after you have given us the opportunity to resolve matters for you.
- For complaints from council tenants relating to housing visit the Housing Ombudsman Service website.
- For complaints relating to homelessness or any other matter please visit the Local Government Ombudsman website.
Resolving a problem
If you haven't contacted the Council yet, the quickest ways to resolve a problem with a service are to:
- contact the service directly
- telephone customer services on 020 8854 8888
- visit us in person at our Woolwich or Eltham service centres.
We record information and use the feedback to help improve our services.
Unreasonable Customer Behaviour
The Royal Borough of Greenwich is committed to dealing with all customers fairly, ensuring we provide high quality services and clear and timely responses to correspondence. Unfortunately however, we occasionally encounter individuals who demonstrate unreasonable behaviour which can result in excessive demands on the Council’s time and resources.
Unreasonable behaviour may include persistent contact and unreasonable demands either while the complaint is being investigated, or once all the complaint stages have been exhausted. The Council also does not expect its Councillors or staff to tolerate behaviour which is abusive, offensive or threatening, and it will take action to protect Councillors and staff from harassment and harm.
Where behaviour is considered unreasonable the appropriate action will be taken to limit the complainants contact with the Council. The policy for managing unreasonable or unacceptable complainants behaviour sets out how we deal with unreasonable complainants.
The Housing Ombudsman Complaint Handling Code self-assessment
The purpose of the self-assessment is to identify where we are already compliant and identify any areas where we can make improvements. All questions were provided by the Housing Ombudsman Service.