The following outlines how to raise a complaint, how we will handle it, and what you can expect from us.

In line with the Ombudsman’s updated new Complaint Handling Code (2026), the Council is committed to dealing with complaints fairly, openly, consistently, and within clear timescales, while using them as opportunities to learn and improve our services.

This will ensure:

• timely and respectful handling of complaints
• learning from complaints to improve services
• compliance with the Local Government and Social Care Ombudsman’s Complaint Handling Code

Definition of a Complaint

A complaint is an expression of dissatisfaction, however made, about the standard of service, actions, or lack of action by the organisation, its staff, or those acting on its behalf, affecting an individual or group of individuals.

You can make a complaint about:

• the standard of a service we provide, or fail to provide
• the way a service is delivered
• the behaviour or actions of staff or contractors
• a decision we have made

Please note: a service request, for example, asking us to provide or improve a service, fix a problem, or reconsider a decision (such as reporting a missed bin or noise nuisance), is not considered a complaint unless it remains unresolved or has not been handled appropriately.

Principles

The Council is committed to:

• viewing complaints as opportunities to learn and improve services
• ensuring the complaints procedure is accessible and clearly publicised
• providing clear guidance on how and where to raise a complaint
• responding transparently, providing evidence for decisions, and apologising where appropriate
• referring complainants to the Local Government and Social Care Ombudsman once all internal stages are complete
• recording and analysing complaints data to drive continuous service improvement

How to Make a Complaint

You can submit a complaint in any of the following ways:

• complete the complaints form
• by writing to The Complaints Team, London Borough of Bexley, 2 Watling Street, Bexleyheath, DA6 7AT
• in person at the Civic Offices

To help us respond effectively, please include:

• a clear description of what happened
• when it happened
• who was involved
• the outcome you are seeking

Some people may need help to make a complaint. We accept complaints made on someone’s behalf, provided the person affected has given their consent.

Complaints may be made by a relative or carer, a Councillor or Member of Parliament, a Solicitor or other advocate, or an advice agency.

We are committed to making our services relevant and accessible to all members of the community. If you have particular needs, we will do our best to accommodate them to make the complaints process easier to use.

A complaint can be withdrawn at any time by the person who raised it, or by the person affected if someone else submitted it on their behalf. Complaints can be withdrawn verbally, and in such cases the Council will confirm the withdrawal with the complainant.

All complaints are recorded in the Council’s complaints management system. This helps us to:

• deal with complaints efficiently
• monitor our performance
• learn lessons to improve services
• inform and shape future service delivery

Timescales for responding to complaints

Early-resolution (within 5 working days of receipt)

In accordance with the LGSCO Code, we aim to resolve issues at the earliest opportunity. Before progressing to a formal Stage 1 investigation, we will:

• review your concern upon receipt
• consider whether the matter can be resolved quickly without a full investigation
• contact you, where appropriate, to clarify the issues raised and explore options for immediate resolution

If your complaint can be resolved within this early resolution stage, we will confirm this outcome to you within the 5 working day acknowledgement period.

Where early resolution is not achievable, the complaint will progress to Stage 1 of the formal complaints process.

Complaints spanning more than one area

Some complaints are particularly complex and may involve two or more service areas or departments. In these cases, the Council will normally provide a single, coordinated response, unless an alternative approach is agreed with the complainant.

Where the complexity of the complaint, or any other relevant issue, is likely to require additional time to ensure a thorough investigation and response, the complainant will be informed at the earliest possible opportunity and advised of the revised timescale for receiving a response.

Communication Standards

We are committed to:

• providing clear, jargon-free responses and fully explaining the outcomes
• informing you of next steps, including your right to contact the Local Government and Social Care Ombudsman (LGSCO) once the internal process is complete
• supporting complainants with additional needs, such as providing interpreters or other reasonable adjustments
• keeping complainants regularly updated if investigations take longer than expected

Recording and Reporting

The Complaints Team will:

• record all complaints, including actions taken, outcomes, and associated timescales
• ensure that all data is accurate and complies with the expectations set out in the Code
• publish an Annual Complaints Performance and Service Improvement Report, which will include:
  • the number and type of complaints received
  • performance against established timescales
  • identified trends and lessons learned
  • service improvements resulting from complaints
  • any areas of non-compliance and the corrective actions taken

Learning from complaints

We place people at the heart of our complaints process, focusing on their experiences and using feedback to drive continuous service improvement.

Findings from complaints will be used to:

• inform training, policy reviews, and service improvement initiatives
• share learning with appropriate departments and governance bodies

In line with the Complaint Handling Code, we will:

• record and analyse complaint themes
• share learning across all services
• publish annual complaints performance reports
• demonstrate improvements resulting from complaints
• report regularly to senior leaders and elected members

Local Government & Social Care Ombudsman (LGSCO)

If you remain dissatisfied after Stage 2 of the complaints process, you may contact the Local Government and Social Care Ombudsman. (LGSCO).

The Ombudsman can be contacted via the Local Government & Social Care Ombudsman website or by phone on 0300 061 0614. They are open Tuesday, Thursday and Friday from 10am to 1pm (except public holidays) and Wednesday from 10am to 1pm.

The Ombudsman expects that complainants have first given the Council an opportunity to resolve their complaint through the internal complaints process before contacting them.

Time Limits for Complaints

We normally accept complaints made within 12 months of the issue or the date you became aware of it.

Complaints submitted after this period may still be considered where there is good reason for the delay or where the issues are serious enough to warrant investigation.

Putting things right

When the Council is at fault, we will act promptly to put things right. This includes:

• acknowledging our mistakes and apologising
• explaining why the issue occurred
• detailing the steps the Council will take to prevent it happening again

Where possible, we will aim to restore the person to the position they would have been in if no fault had occurred. In situations where this is not possible, compensation or other remedies may be appropriate.

Remedies could include:

• taking specific action, such as backdating a re-housing application, assessing or paying Housing Benefit, or reconsidering a decision
• providing compensation, where people have been financially disadvantaged, caused undue hardship, inconvenience, or distress. Money is not always the only or best remedy, but will be considered where appropriate

We follow the guidance issued by the Local Government & Social Care Ombudsman (LGSCO) when deciding the appropriate level of compensation.

What Is Not Covered by This Procedure

Some issues are subject to their own statutory or alternative processes and are therefore not handled through the Council’s complaints procedure. These include:

• planning appeals or enforcement decisions
• statutory notices
• parking appeals
• school admission or exclusion appeals
• special Educational Needs (SEN) tribunals
• housing benefit appeals
• homelessness decisions
• court or tribunal decisions
• legal proceedings initiated by you or the Council
• complaints already investigated by the LGSCO
• complaints previously investigated by the Council
• employment-related matters
• complaints about schools or academies
• complaints about registered housing providers
• insurance claims

Anti Social Behaviour (ASB)

Concerns about how ASB cases have been managed should be raised through the ASB Case Review process, not the Corporate Complaints Procedure.

Social Care Complaints

Some adult and children’s social care complaints follow statutory processes. We will determine the appropriate route and inform you accordingly

• Children’s Social Care – Children Act 1989 Representations Procedure Regulations (2006)
• Adults’ Social Care – Local Authority Social Services and NHS Complaints (England) Regulations 2009

Anonymous Complaints

Anonymous complaints will be considered where sufficient information is provided. Our response will depend on risk, seriousness and available evidence.

Privacy & Information Handling

Your information is processed only for handling your complaint. It may be shared with the Ombudsman or other government departments. Please see our full privacy notice for more information.

Unreasonable and Vexatious Complaints

Guidance for dealing with unreasonable or vexatious behaviour sets out how persistent or abusive behaviour will be managed.