Making a complaint

Both the Benefits Service and the Council as a whole take complaints very seriously.

We are committed to providing the best possible service and will always investigate all complaints in order to reduce problems and incorporate any lessons learned into all procedures.

All complaints that are received are recorded and reported on by type and response.

Complaints are identified from a number of sources :

• The Chief Executive's Office
• The Director of Finance
• The Revenues Service
• The Benefits Service
• Members of Parliament
• Local Councillors / Members enquiries
• The Local Government Ombudsman
• Emails received via the council's website complaints information

When you complain to the Benefits Service your complaint will be viewed by the relevant service and you will receive a reply from one of the following officers:

Mrs A. Smith - Head of Benefits Service
Mrs P. Shore - Benefits Manager
Mrs K. Burman - Customer Services Manager
Mr. W. Hill - Quality Manager
Mrs K. Jones - Benefits Performance Manager

Officers will review the outcome of each complaint and make recommendations as to any service improvements that result from the investigation.

If you wish to contact the Benefits Service regarding a complaint or to make a complaint you can do so by telephoning 020 8871 8480 or by email to benefits@wandsworth.gov.uk. Alternatively you can write to:

Mrs A. Smith, Head of Benefits Service
Benefits
PO Box 500
London
SW18 2PN

Complaints are viewed positively, although every effort is constantly made to keep the number to a minimum, and are used as a way of improving working practices and monitoring the service.

If you are still dissatisfied after receiving a reply to your complaint from the Benefits Service, you should write to the Director of Finance, Chris Buss.

The complete complaints procedure of the Council is explained fully in a leaflet, 'The Complaints Procedure', which is available from the ground floor concourse in the Town Hall, by contacting the Benefits Service or online.

If you wish to discuss your concerns with your local Councillor, you may obtain their name and details of how to contact them by checking the Councillors and Wards page on the council website

 See complaints statistics