To ensure we deliver a consistently good service, we have a Customer Charter:

Your Charter
We aim to provide you with an efficient, courteous and helpful service and to help you understand your rights and duties as a ratepayer. These are the targets that we have set ourselves.

1. You will receive prompt, courteous and helpful attention by trained staff, who will be happy to give their name if asked.
2. Your telephone calls will be answered within 5 rings.
3. Written information will be as clear and easy to understand as possible.
4. Your Business rates bill will be sent out promptly. It will give accurate information and show clearly how the amount has been worked out.
5. Facilities for making payments will be adequate and convenient. These will include Direct Debit, postal or Bank Giro payments and cash payments. Full details of these are listed on the back of your bill. You can also pay online by Debit Card.
6. You will always have 14 days notice of the date when your first payment is due.
7. The information you give us will be kept confidential, and used only to work out and collect monies due, and to prevent fraud.
8. Our responses should meet the following targets:
   overpayment refunds will be made within 10 working days of receipt of application.
   all items of correspondence will receive a full response within 10 working days of receipt, or sooner where needed to meet court deadlines.
9. Personal interviews to deal with your enquiries will be arranged for the following working day. These will be in the Finance Reception on the ground floor of the Town Hall, from 9am to 4.30pm, Monday to Friday, or at your business if you prefer.

Special needs customers will also be recognised and met to the best of our ability. For example, interpreting facilities will be made available for people not able to speak English.

What can I do if I am not happy about the service that I am receiving

Making a complaint
We take complaints seriously.

All complaints 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 Business Rate Service
• Members of Parliament
• Local Councillors/Members enquires
• The Local Government Ombudsman
• Via the Council website

If you have a complaint concerning your account, you should contact us in the first instance.

Contact details

Liberata UK Ltd

Tel 020 7378 5941
Fax 020 7378 5901
Email brates@wandsworth.gov.uk

When you complain to us your complaint will be investigated and you will receive a reply from one of the following officers:

Lola Mayo – Business Rate Contract Manager

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.

We are closely monitored by the Revenues Department. If you feel that your complaint has not been dealt with to your satisfaction, you can contact them direct:

Kevin Legg – Head of Revenue Services
Steve Rutt – Head of Income Collection and Revenues

Revenue Services

Tel 020 8871 8766
Fax 020 8871 7750
Email revenues@wandsworth.gov.uk

Wandsworth Borough Council
Revenue Services
Town Hall
Wandsworth High Street
London
SW18 2PU

Alternatively, you can write to the Director of Finance, Chris Buss, at the same address. He will then look into your complaint and write to you. If you prefer, you can call him on 020 8871 7587

The complete complaints procedure of the council is explained fully in a leaflet, 'Suggestions and Complaints', which is available from the ground floor concourse in the Town Hall, by contacting the Business Rates Service or can be read online.