Home Services Coronavirus (COVID-19) updates Pay online Report a problem Stay connected MyRBKC Account Open search Home Contact us How to contact us Complaints, comments and compliments Complaints, comments and compliments Contents Before you make a formal complaint How to make a formal complaint Giving us feedback Corporate complaints process Corporate Complaints Policy Children’s Services complaints policy Housing Management Complaints Process Complaints Reporting Before you make a formal complaint Often, matters can be quickly resolved by contacting the relevant officer or service directly. You can do this face-to-face, by telephone, email, or by using the contact us online form: Start the contact us form You can also get some issues dealt with quickly by reporting a problem, for example a missed bin collection, a planning breach or a noise issue. Report a problem How to make a formal complaint We are committed to providing high quality services, but occasionally things can go wrong. If you want to make a formal complaint, the quickest way to do this is by using the online form below. We will acknowledge your complaint and in the first instance will aim to reply within ten working days. You can find more information about the way we investigate and aim to resolve complaints below in the Corporate Complaints and Compensation Policy. Make a complaint You can also make a complaint by email and phone. It’s important that you let us know how the problem has affected you and how you’d like us to put things right. Email: complaints@rbkc.gov.uk(link sends email) Telephone: 0207 361 2060. Phone lines are open Monday to Friday from 9am to 4pm. Giving us feedback As well as responding to formal complaints, we’re keen to hear about any suggestions you have which will improve the services we deliver. We also want to know when we’re getting things right so that we continue to work in a way that is best for our residents. You can give us feedback by using the comment or compliment form below. Leave a compliment Leave a comment Corporate complaints process We’ve updated our complaints procedure to a two stage process in order to address your concerns quicker than before. Please note however, if your complaint crosses different Council services or if it’s more complex , it may take us a bit longer to respond but we will notify you of any delays. Stage One Stage Two Still not satisfied with the way the council has handled your complaint? Corporate Complaints Policy Document RBKC Corporate Complaints and Compensation Policy PDF, 367.99 KB, 10 pages Complaints that are not managed through the complaints process There are some occasions when a complaint cannot be dealt with under the corporate complaints process. If you refer something to us and we cannot consider it, we will let you know as soon as possible and inform you of any next steps. Although this list isn’t exhaustive, some examples of complaints we cannot consider are; Matters for which there is a statutory right of appeal,for example appealing a Penalty Charge Notice (PCN) or a School Admissions decision. Complaints about a Council policy decision. Complaints where legal proceedings, court or tribunal action is due to, or already, being taken (although related issues that are not subject to legal proceedings may be considered). Complaints where the issue is better dealt with by another organisation or regulatory body. Complaints about Data Protection or Freedom of Information requests, although related issues about the quality of service may be investigated. Employee complaints about terms and conditions of employment, working conditions or personnel issues which come under the employee complaint procedure. Matters which are subject to an insurance claim. Complaints that are submitted anonymously (although we may still investigate). Complaints that have been raised more than 12 months after the event (unless there is good reason to). Reasonableness of service charges for leaseholders. Are all complaints dealt with the same way? Nearly all complaints are treated the same. There are, however, separate arrangements for dealing with complaints about Housing Management, Social Services, Schools, Parking Matters, Planning Applications and Housing / Council Tax Benefits. If you are unhappy with a decision about these services, the letter notifying you of the decision should explain how to complain. Children’s Services complaints policy Complaints, comments and compliments about Bi-Borough Children’s Services How to tell us about your concerns Who can complain? Are all complaints the same? Complaints we may not be able to consider How to get in touch with us Housing Management Complaints Process The Housing Management Complaints Policy explains how to make a complaint, the issues covered under this policy and how we deal with complaints about housing management services. Document Housing Management Complaints Policy PDF, 195.85 KB, 8 pages For complaints or comments you may have about Housing Management services please use the Complaints and feedback form.(link is external) You can also make a complaint or comment: by emailing us as HM-complaints@rbkc.gov.uk(link sends email) telephoning us on 0800 137 111 or 020 3617 7080 writing to us at Housing Management, 292a Kensal Road, London W10 5BE Complaints about Penalty Charge Notices (PCNs) Complaints about Sports Centres Complaints Reporting We produce statistics to show the numbers of complaints we received at each stage of our complaints process. Where a complaint highlights the need for changes in working practice, systems, staff training or procedure the officer is required to highlight this and other learning points and work with the services concerned to make sure the necessary actions to bring about the change are carried out. More information on our complaints and comments procedures Document Annual complaints report 2019-20 PDF, 554.18 KB, 22 pages Document Local Government & Social Care Ombudsman's Annual Review 2019-20 PDF, 177.75 KB, 3 pages Document Annual complaints report 2018-19 PDF, 381.37 KB, 9 pages Document Appendix A - Complaints data collection 2018-19 PDF, 305.98 KB, 27 pages Document Local Government & Social Care Ombudsman's Annual Review 2018-19 PDF, 181.97 KB, 5 pages Document Local Government Ombudsman's Annual Review 2017-18 PDF, 205.7 KB, 3 pages Last updated: 17 September 2021 Help improve this website Give feedback Town Hall, Hornton Street, W8 7NX © 2021 The Royal Borough of Kensington and Chelsea Contact us Report a problem Complaints Freedom of Information Subject Access Requests MyRBKC Account Terms of use Cookies and your privacy Data Protection Modern slavery Accessibility Facebook - Opens in new window Twitter - Opens in new window Youtube - Opens in new window Instagram - Opens in new window Our Cookies This website uses cookies which are essential for this site to work and to enhance your experience. 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