Richmond.gov.uk

We are committed to delivering high-quality services, but we know there may be times when things go wrong. We encourage complaints from our customers. If we make a mistake, we want to know about it so we can put things right.

How to make a complaint

If the service you wish to complain about follows our corporate complaints procedure, you can use our online form at the bottom of this page to submit your complaint. You can also use any of the other complaint methods.

Before you start

Important - A faulty streetlight, graffiti, an abandoned car or a missed bin collection are faults or service requests and these are handled outside of the complaints process. 

Report other concerns about our services

Which complaints procedure to follow

Make sure you are using the correct complaints procedure for the service you are complaining about. If you use the wrong procedure your complaint may be delayed.

Most complaints will come under the corporate complaints procedure outlined on these pages. However some services have a specific alternative statutory appeal or tribunal process in place to deal with complaints, as follows:

If you need support

If you need help to make your complaint, there are several organisations you can approach.

You will need

You will need to supply the details of your complaint. You may wish to type this into a separate document first to avoid losing information if the form times out.

What happens next

We will let you know we have received your complaint within two working days.

More information on the complaints process can be found on How we deal with corporate complaints.

Anonymous complaints

We take all complaints seriously and accepts anonymous complaints through all methods of communication. We will ensure these are passed to the relevant services to investigate and undertake any identified actions. However, due to the anonymous nature of such complaints, we will be unable to provide a response unless a contact email or postal address is provided.

Privacy

The information you give is confidential. We respect your privacy and will make sure that we protect your personal information.

For information on why we collect personal information, how it is used and shared, how long it is kept, how we protect it and the legal basis for collecting it, see our privacy notice.

Start my complaint

Updated: 06 October 2022

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