Complaints - procedure
The first step
If you have a complaint (what is a complaint?), in the first instance, you should contact the person or service area that you have been dealing with. They are the people best-placed to deal with your complaint promptly.
If you are not sure who to talk to:
- Tel: 020 8359 2000, or
- Email: first.contact@barnet.gov.uk,
- Text (SMS): 07781473279
- Online form:
Comments, Compliments and Complaints
Your complaint will be put through to the correct person or service area.
- If possible we will deal with the matter you raise on the spot. If this is not possible, the aim is to respond within 10 working days.
If the issues are not so straightforward it may take longer to fully investigate them but we will keep you informed of progress.
'Street-based' service (e.g. refuse collection, street cleaning)
If the issue you want to raise is about a street-based service, such as refuse collection or street cleaning, then:
- Tel: 020 8359 4600 (Customer Care Unit)
- Email: first.contact@barnet.gov.uk
- Text (SMS): 07781473279
They will do their best to deal with your enquiry/complaint immediately and if they re not able to, will pass it on straight away to the service responsible.
If I am not satisfied with the investigation, what can I do next?-
The second step
If you are still not satisfied with the response you have been given, you can contact the department s Head of Service.
- Please say clearly why you are still not satisfied. The Head of Service will send you an acknowledgement within 2 working days.
- The Head of service will consider your complaint again. They will normally send you a full written reply within 10 working days.
In some cases where complaints are complicated it may take longer. We will tell you if this is the case.
What happens if I am still not satisfied with the investigation?
The third step
The council expects to deal with issues that are of concern and to put things right if they have gone wrong.
If you re still not satisfied with the explanations you receive you can ask the Chief Executive to investigate your complaint.
Please tell us why you are still not happy with our response and say what particular points you want us to consider.
Write to:
Leo Boland (Chief Executive),
Management Suite, Building 4,
North London Business Park, Oakleigh Road South,
London N11 1NP
- The Head of Service liaises with the Chief Executive in investigating these complaints.
- The Chief Executive aims to reply within 10 working days.
This is the final stage of our complaints procedure.
If I still feel my complaint has not been properly dealt with, what can I do? - Local Government Ombudsman.
