What can I do if I'm not happy about the service I'm receiving?
To ensure we deliver a consistently good service, we have a Customer Charter:

Your charter
Our aim is to provide you with an efficient, courteous and helpful service, and to help you to understand your rights and duties as a Council Taxpayer. These are the targets that we have set ourselves:

• Your personal or telephone calls should receive prompt, courteous and helpful attention by trained staff, who will give you their name.
• The Finance Reception is open on the ground floor of the Town Hall accessible from Wandsworth High Street, from 9am until 4.30pm, Monday to Friday. 
• You should be attended to within 15 minutes of your arrival. If you require personal advice or information a trained member of staff should then see you within 30 minutes. 
• Written information will be clear and easy to understand as possible. Guidance notes on the more complicated procedures will also be available. 
   Our responses should meet the following targets:
  • All items of correspondence answered within 10 working days of receipt 
  • Council Tax refunds should be made within 10 working days of receipt of the request 
  • Any complaints should be answered fully within 10 days of receipt
• Special needs of customers will 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, and home visits will be possible for elderly or disabled people who cannot easily get to the Town Hall. 
• The information you give us will be kept confidential, and used only to work out and to collect monies due, and to prevent fraud.

Making a complaint
Both the Council Tax 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 Head of Revenue Services 
• The Council Tax Service
• Members of Parliament 
• Local Councillors / Members enquiries 
• The Local Government Ombudsman 
• Emails received via the council's website

When you complain to the Council Tax Service you will receive a reply from one of the following officers:

Mr K. Legg - Head of Revenue Services
Mrs S. Lancaster - Council Tax Manager

If you wish to contact the Council Tax Services regarding a complaint or to make a complaint you can do so by telephoning 020 8871 8081 or by email to counciltax@wandsworth.gov.uk. Alternatively you can write to:

Council Tax Service
PO Box 500
London
SW18 2PN

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

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 or online.