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:

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, please refer to the contact details listed in your letter.

  • Please say clearly why you are still not satisfied, and what you would like the outcome of the investigation to be. A Head of Service will send you an acknowledgement within 2 working days.
  • A Head of service will reconsider your complaint. They will normally send you a full written reply within 20 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 by contacting the Corporate Customer Complaints Officer, whose contact details will be listed in your previous complaint letters.

Please tell us why you are still not happy with our response and what you would like the outcome of the investigation to be.

Write to:

Corporate Customer Complaints Officer (on behalf of the Chief Executive),
Customer Services, Building 4,
North London Business Park, Oakleigh Road South,
London N11 1NP

  • The Corporate Customer Complaints Officer liaises with the Chief Executive in re-investigating these complaints.
  • The Chief Executive aims to reply within 20 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.

Further Information

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email icon Email this pageLast modified by: Mike Godleman on 06/01/2012


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