How do I complain?

First things to check


What is a complaint?

You can make a complaint if you think we have:

  • Not delivered a service within the time we promised
  • Not done something we should have done
  • Delivered a service below standard
  • Failed to follow the correct procedure or policy, or
  • Behaved in an unsatisfactory or unprofessional way.

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Is my complaint really an appeal?

There are different legal appeals procedures for some council services.

These include:

  • Appeals over 'parking tickets' - Penalty Charge Notices (PCNs)
  • Housing benefit and Council Tax Benefit appeals
  • Planning application appeals
  • Decisions on homelessness applications
  • School admissions and exclusions
  • Special education needs assessments

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How we will treat your complaint?

  • It is your right to compliment, comment and complain
  • Your views matter
  • All formal complaints or comments will be thoroughly and fairly investigated
  • If we are at fault we will attempt to put things right
  • No one will be treated less favourably because they make a comment or complaint.

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Children and Adult Social Care Procedures

Social Care complaints for children and young people are dealt with under separate Children Act Procedures

See the Children's Social Care complaints procedures  for all other complaints, please refer to the council's complaint procedure.

There is also a separate procedure for: adult social care complaints

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Other help with making a complaint?

  • You may want a friend or someone from the council or a voluntary organisation to help you make a complaint.
  • See below for a list of advice agencies that can help.
  • You can also ask for help at any council office.

Barnet Citizens Advice Bureaux (CABs)

  • Finchley CAB
  • Grahame Park CAB
  • Hendon CAB
  • New Barnet CAB
  • Edgware Community Hospital CAB
  • Advice and Information Centre (Woodcroft Advice Centre)

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email icon Email this pageLast modified by: Laura Mawby on 27/01/2009


Contact

Address
North London Business Park (NLBP)
Oakleigh Road South
London
N11 1NP
Phone Number
020 8359 2000
Text Number (SMS)
07781 473279
Fax Number
020 8359 2480
Typetalk
18001 020 8359 2040
Email
first.contact@barnet.gov.uk