Complaints

Complaints procedure

Stage 1

Your complaint will be automatically directed to the right department. Stage 1 complaints are dealt with by the relevant service head or their representative.  Your complaint will be acknowledged within four days and our target is to respond within 10 working days*.

Stage 2

If you are not satisfied with the response at stage 1, you can ask for the complaint to be reviewed by the director of the relevant department, by making clear what aspects of the response you were not satisfied with and what outcome you would like to see. You should do this within 28 days of receipt of the stage 1 response. This is known as stage 2, and our target is to respond within 20 working days*.

Stage 3

If you are still dissatisfied, you may ask to have the complaint escalated to our Chief Executive who will review your complaint and respond within a further 20 working days*.  The Chief Executive will only be able to consider cases that have already been through stages 1 and 2.  You should set out why you are dissatisfied and what outcome you would like to see.  You should do this within 28 days of receipt of the stage 2 response. To escalate to Stage 3 please email ChiefExecutive@ealing.gov.uk

*Some complaints can be complicated and may take longer than the stated period to resolve. If we cannot give a full reply within the stated period, we will let you know why, what actions are being taken, and give you an expected date when we can respond.