Customer reaction
We are keen always to hear what our customers think of the service we provide - be it good or bad. Our aim is to provide you with the best possible service but to do this we need to know your views.

We regularly conduct customer surveys and if you are given a survey questionnaire, we would be grateful for your co-operation in completing and returning it to us. With your involvement, we can ensure that we are providing a service that is responsive to customer needs.

Another way of gauging your opinion is if you complete one of our comments cards which you will find in the waiting room. If you have any thoughts on how we could improve our service, or you would like to comment on features of the present service you particularly liked, then please complete one of these cards and leave it either in the receptacle provided in the waiting area or post it to us.

Finally, you can, if you prefer, write to the Superintendent Registrar or the Head of Support Services setting out your views. Both are based at the Town Hall, Wandsworth High Street, SW18 2PU.

Alternatively you can email the Superintendent Registrar at registeroffice@wandsworth.gov.uk or the Head of Support Services at pwatson@wandsworth.gov.uk.

Complaints
We have a formal complaints procedure to deal with any dissatisfaction you may have with our service. The complaints procedure is based on a simple three-stage procedure:-

Stage 1 - contact the Superintendent Registrar giving details of your complaint. The Superintendent Registrar will try to resolve your problem as quickly as possible. She is based at the Town Hall, Wandsworth High Street, SW18 2PU (telephone 020 8871 6120/1 or our Minicom line 020 8871 8642 for deaf people). Alternatively, you may email her at registeroffice@wandsworth.gov.uk

Stage 2 - If you are still unhappy, contact the Head of Support Services who has overall responsibility for the service. He is also based at the Town Hall (telephone 020 8871 6026). Alternatively, you can email him on pwatson@wandsworth.gov.uk.

Stage 3 - Finally, if your complaint has still not been handled satisfactorily, contact the Chief Executive who will take an independent view of the problem. He too, is based at the Town Hall (telephone 020 8871 6001). Alternatively, you can email him at gkjones@wandsworth.gov.uk.

We aim to reply in full to complaints at each of the three stages within five working days. If this is not possible because of the complexity of your complaint, then we will acknowledge your complaint within five working days and provide the full response within ten working days. If there are exceptional circumstances and we are unable to write to you with a full response, we will keep you regularly informed until we do provide a full response.

In addition, if your complaint relates to the accuracy of a registered entry, a special procedure involving the Registrar General, who heads the Office of National Statistics, is involved. Our Register Office staff will advise you how to proceed should a complaint of this nature arise.