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  2. Contact us
  3. Complaints and compliments
  4. Make a complaint about council services
  5. Complaints policy

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Complaints policy

This policy explains how we handle complaints.

  1. What a complaint is
  2. Who can complain
  3. What you can complain about
  4. What you cannot complain about
  5. How to make a complaint
  6. The complaints process
  7. Complaint handling and outcomes
  1. Managing unreasonable actions
  2. Remedies policy
  3. Joint Complaint Handling Code
  4. Confidentiality and privacy notice
  5. Contact details
  6. Versions

How to make a complaint

You can make a complaint by:

  • completing our online complaints form
  • phoning 020 7527 2000
  • visiting our Access Islington hubs
  • writing to us at Access Islington, 222 Upper Street, London N1 1XR
  • speaking to any staff member, who will support you to log your complaint

If you express dissatisfaction in a survey or other feedback channel, we will tell you how to make a formal complaint and help you do so if you wish.

Accessibility

We accept complaints in any format or language. If you have a disability or vulnerability, we will make reasonable adjustments to support you, in line with the Equality Act 2010. See further accessibility information. Please let us know if you need this policy in another format.

Recording complaints

Once we receive your complaint, we will record all information and evidence on our complaints management system (CaseTracker), which will provide you with a reference number to use when contacting us about your complaint.

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Data protection: We will handle your personal information in line with the Data Protection Act 1998 and in accordance with the council’s Fair Processing Notice.