Lewisham Council - Corporate complaints procedure
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Corporate complaints procedure

If you have a complaint, you can contact the service you are unhappy with by going to the Contact us section to find the service contact details.

Alternatively, you can contact us using our on-line feedback links.

Our complaints procedure has three stages. We will contact you within two working days of receiving your complaint, and at each further stage, to let you know what will happen next.

What happens at each stage? 

Stage 1

Once we have received your complaint, a service manager will investigate and send you a response within 10 working days. The manager will let you know what we can do to resolve your complaint.

Stage 2

If you are unhappy with the response that you have received at stage 1, you can ask for your complaint to be reviewed. The head of the service or their executive director will write to you within 20 working days with their decision.

Stage 3

If you are unhappy with the response that you received at stage 2, you can ask the independent adjudicator to carry out a review of your complaint. The independent adjudicator will send a response to you within 30 working days.

For all stages of the complaints procedure, there may be times when it may take us slightly longer to respond to your complaint. If this is the case, we will write to let you know when you will receive a response.

Documents

You can also give us feedback using the following links:

 (where possible please provide an email address and contact telephone number)

In writing​
Your Feedback, Lewisham Council, Laurence House,
1 Catford Road, London SE6 4RU.
This is a FREEPOST address.​

Not all complaints fall under this procedure

Schools

For more information go to Complaints about schools.

Social Care and health

For more information go to Complaints about care services.

Appeals

Some services related to council tax, housing benefit, planning, parking charge notices (PCNs) and school admissions have different appeal procedures. If your complaint falls under an appeal procedure, we will not be able to investigate your complaint under our complaints procedure. We will tell you if this is the case.

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