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Our commitment to you

For every formal complaint we receive, we will:
  • Write to you within two working days, acknowledging receipt of your complaint, advising the name of the officer who will be investigating your complaint, and a date by which we will send a written response.
  • Write to you, if we are unable to respond to your complaint within the time we told you we would.
  • Ensure that the response is easy to read and understand.
  • Address all the issues you have raised in your complaint.
  • Apologise to you, where we are at fault.
  • Where possible, offer a solution to resolve the complaint.
  • Let you know what you can do if you are still unhappy after receiving your response.