Corporate complaints > Formal complaints process

The formal complaints process

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.

Some 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 3

Stage one

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 service.
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.

Stage two

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 working days.

Stage three

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:
10th floor
Millbank Tower
Millbank
London SW1P 4QP
Telephone 020 7217 4620
Fax 020 7217 4621
www.lgo.org.uk

The Ombudsman is an independent person who investigates complaints about Local Councils including the Greater London Authority.

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