Corporate complaints > Formal complaints
The formal complaints
There are three stages to the corporate complaints process. We aim to deal with most complaints at stage one, but if you remain
unhappy with the first response we provide, you may take your complaint
to the second or third stage.
complaints, such as allegations of fraud or corruption or relating to the propriety
or standard of behaviour of the Mayor or members of the Assembly, are subject
to specific procedures. Where your complaint falls into one of these categories
you will be advised of the process for dealing with it.
Stage 1 | stage 2 | stage
The first stage is to contact the member of staff connected with the matter
you wish to complain about or their manager. Once you have outlined the
problem, we will:
- Try to deal with the complaint on the spot where it is straightforward
and easily resolved. We will also ensure that we investigate
what led to the complaint to see whether there are any actions we can
take to avoid a similar problem arising again.
- For more complex complaints, we will carry out a thorough investigation
and where we have made a mistake, we will try to put it right. We
will advise you of any conclusion that will be used to improve our
- Acknowledge receipt of a complaint either by email or in writing
within five working days advising you who is dealing with the complaint.
A full written reply will be sent within 20 working days.
- Where we have to seek further information on a complaint we will
advise you when a response can be expected, if for any reason the
complaint can not be addressed within the given time period.
- Where the complaint is about something outside our control, we will
advise how the issue can best be taken up and with whom if we can.
If you are unhappy with the response you have received, you can go to the
next stage of this complaints procedure and refer your complaint to the
relevant Director. In order to ensure that your complaint is
now dealt with at stage two please clearly mark it as ‘stage
two complaint’. Your complaint will then be investigated by
the Director or a senior manager. You will be told in the response you
receive at stage one who the relevant Director is and given their name
and address. The Director will aim to give you a response within 20
If you are still
not happy with the response you have received you can ask for your complaint
to be dealt with by the GLA's Chief Executive, or a person
nominated by him. He will aim to give you
a response within 20 working days. Again, please ensure that you highlight
this as a 'stage three complaint'.
If at the end of stage three you are still unhappy with the response
- you can contact the Local Government Ombudsman:
Telephone 020 7217 4620
Fax 020 7217 4621
Ombudsman is an independent person who investigates complaints about Local Councils
including the Greater London Authority.