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Our commitment to responding to complaints

Our commitment to responding to complaints

See our approach to handling your complaints

If you make a formal complaint, we will:

  • write to you within two working days, to acknowledge your complaint, give you the name of the officer who will be investigating your complaint and a date when we will send a written response

  • write to you if we cannot respond to our complaint within the time we told you we would

  • make sure that our response is easy to read and understand

  • deal with all the issues you have raised in your complaint

  • apologise to you, if we are at fault

  • where possible, offer a solution to sort out the complaint, and let you know what you can do if you are still unhappy after receiving your response.

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We are responsible for providing a range of high quality services. We believe that our residents should be at the heart of the services we offer.