The complaints procedure
We hope that you will be happy with the service we offer you and we will work hard to meet the promises we have made in our charter. If you are not happy with the service for any reason, please contact one of the officers listed below who will try to deal with your problem straightaway. If they cannot deal with it straightaway, they will deal with it as soon as possible and give you a full and honest reply. At all stages we will acknowledge within two working days and give an indication of the time we expect to take to give you a full reply. We aim to resolve your complaint within 10 working days. Likewise, if you have any suggestions for improving our services, please let us know. There is a feedback form on our website and a suggestion box in our reception area.

Who to contact if you have a complaint or suggestion:

Step 1
In the first instance if you have a complaint or suggestion, you should contact the following officers.

John Watts
Deputy Head of Professional Services Divisional Support
Phone: 020 8871 7525 or email: jwatts@wandsworth.gov.uk

or

Sue Kelleher
Head of Professional Services Divisional Support
Phone: 020 8871 8164 or email: skelleher@wandsworth.gov.uk

Step 2
If you are still not happy with the way we have dealt with your complaint, you should contact:

Nigel Powlson
Head of Professional Services
Phone: 020 8871 6073 or email: npowlson@wandsworth.gov.uk

Step 3
If you are still unhappy after steps 1 and 2 then you should contact Gerald Jones, the Chief Executive and Director of Administration who will take an independent view of your complaint and make sure it is thoroughly investigated.

The Town Hall
Wandsworth High Street London SW18 2PU
Phone: 020 8871 6001 or email: gkjones@wandsworth.gov.uk