How to make a complaint and our complaints process
There is a simple two-stage complaints process:
Stage 1 (Local Resolution)
We will consider your complaint at stage 1 and following which if you remain dissatisfied you have the option of referring the matter to Lambeth Council to consider at stage 2 (final review) of Lambeth’s Corporate Complaints Policy.
Once you have submitted your complaint, we will provide you with an acknowledgement within 5 working days from receipt and issue a written response within 10 working days from the date the acknowledgement is sent.
Where a case is complex it may take longer to respond. If this is the case, we will explain why there is a delay, set out when you can expect a response, and provide contact details for the Ombudsman.
You will receive details on how to escalate your complaint to stage 2 within the stage 1 response.
This stage is independently investigated by Lambeth’s Corporate Complaints team who will acknowledge your complaint within 5 working days from receipt and issue a written response 20 working days from the date the acknowledgement is sent.
You can also make a complaint in person to any member of staff, during Office hours of 09.30 to 16.30 daily, who will arrange for it to be recorded and managed through the stage 1 complaints process.
