Complaints policy
This policy explains how we handle complaints.
Who can complain
Anyone who uses or is affected by our services can make a complaint. This includes:
- residents
- service users
- carers
- people who work in or visit the borough
- local businesses
- community groups
You do not need to live in Islington to make a complaint.
Third party complaints
Complaints can be made by a third party, for example, a relative or carer, a solicitor or other advocate and advice agency, provided you have the relevant consent or legal basis to do so. We will also consider if you are acting in the person’s best interests. We will only consider your complaint once we have the necessary information.
Anonymous complaints
We will consider any anonymous complaints on a case-by-case basis as an investigation may still lead to changes to practice or improving our services. Should you complain anonymously, we will not respond to it, but will still investigate the complaint, record our findings, and implement any necessary changes.