Making a complaint

Our Citizen's Charters set out our commitment to dealing with all complaints in an efficient and understanding way. To do this we will:

• Take all complaints seriously

• Deal with complaints as quickly as possible

• Send an acknowledgement letter to you within 5 working days if we cannot deal with your complaint immediately

• Send you a final written answer within 10 working days of receiving your complaint

• Keep you regularly informed if we cannot answer you in 10 working days

• Make sure you get a letter explaining the result of your complaint

• Treat you with respect

• Make sure we treat your complaint in confidence

• Look at the pattern of complaints and try to improve areas with continuing problems.

We produce an annual complaints report in which we detail the number of complaints received and how our departments performed in responding to them.

We welcome your feedback and invite you to email any comments you may have on the report to complaints@wandsworth.gov.uk