Feedback, complaints and compliments
Tell us about a problem for the first time
If you encounter a problem, we recommend contacting the appropriate service first. They can often resolve the issue without needing to escalate it to a formal complaint. If you’re unsure how to reach the service, check the contact us page on our website or search for the specific topic you are unhappy about.
If the issue remains unresolved, you can make a formal complaint.
How to Make a Complaint
Complaints can be made in any format including:
- online: fill out the online complaint form
- email: send your complaint to crm.complaints@kingston.gov.uk
- mail: write to the Customer Care Team, Guildhall 2, High Street, Kingston, KT1 1EU
- phone: call us at 0208 547 5000
- in person or online appointment: contact the customer care team to arrange
Some complaints may not be considered as they fall outside the Council’s remit or are treated differently. If you are not sure, you can contact the Customer Care team for clarification or see the list below (this is not exhaustive).
- Children’s Social Services: These are managed differently, for more information visit Complaints about Children's Social Services
- Complaints about a Councillor: report online via the make a complaint about a councillor page
- The council as a landlord: see the Housing Landlord Complaints Policy.pdf
- Adult Social Care: complaints are investigated under specific legislation (NHS and Community Care Act 1990 as amended by the Care Standards Act 2000).
- Insurance claims: if something happens to you, or to your property, and you believe that the Council is at fault, you may be able to Make an insurance claim against the Council
- Penalty Charge Notices: follow the statutory appeals procedure Penalty Charge Notices (PCNs)
- Complaints older than 12 months: generally not considered unless there are good reasons to do so.
- Appeals: follow the designated appeal route for the specific issue.
- Planning application decisions: what to do if your planning application is refused
The Corporate Complaints Process
Stage one
- complaints will be acknowledged within 5 working days, this will include a reference number and a due date. The relevant team will investigate your complaint and send you a response within 15 working days. If more time is needed they will let you know why.
In a small number of cases, the council may use its discretion to confirm its final position within the stage one response. These responses will be in the minority and will only be in cases where an escalation would not be in the best interests of either the complainant and/or the council. When this happens complainants will be informed of their rights to refer the complaint to the Local Government and Social Care Ombudsman or the Housing Ombudsman Service.
Stage two
- if you’re unsatisfied with the response to your stage one complaint, you should contact the customer care team within 28 working days of the date of the response and explain what aspects of the complaint you are dissatisfied with.
- stage two reviews the investigation from stage one to ensure it was thorough and fair. It doesn't re-investigate the complaint. Complaints at this stage are acknowledged within 5 working days to a senior manager, this will include a reference number and a due date.
It will be allocated by the customer care team to a senior manager within the service area or if appropriate, to an independent senior manager within the relevant service area. A response should be sent within 15 working days however, if there is delay, or a requirement for an extension of time, the investigating manager will make contact with you directly.
Further Steps
- The Local Government and Social Care Ombudsman: if you are still unhappy with the council’s final response, you may wish to contact the Local Government and Social Care Ombudsman.
Find out more Local Government Ombudsman and Social Care Ombudsman
- The Housing Ombudsman Service: if your complaint was regarding the council as a landlord, you can contact the Housing Ombudsman. Find out more on their website: Housing Ombudsman
- Children's Social services: find information on how to make a complaint about Children's Social Services
Additional Resources
Find out further information on our policies and procedures:
- Corporate complaints, comments and compliments procedure
- Housing Landlord Complaints Policy - pdf
- Managing Unreasonable Customer Conduct
- Agenda for Place Committee on Wednesday 17 July 2024, 7:30 pm