Three stage procedure

Stage one

We expect to confirm that we have received your complaint within five working days. Your complaint will be forwarded to the manager of the service concerned.

The manager will normally send you a full written reply within 15 working days of getting your complaint.

Stage two

If you are not happy with the reply, you can contact the complaints officer for the service you are complaining about. The complaints officer will confirm that they have received your complaint within five working days.

The complaints officer will arrange for your complaint to be considered by a more senior member of staff. You will be given their name and they will normally send you a full written reply within 20 working days.

Stage three

If you are unhappy with the second response to your complaint, the complaints officer will tell you how you can appeal to the Chief Executive of Brent Council. You should appeal within four weeks of receiving the second response to your complaint. The Chief Executive will investigate your complaint for a final time.

You will be informed that the Chief Executive has received your complaint within five working days. The Chief Executive will normally send you a full written reply within 30 working days.

Taking your complaint further

If you are still unhappy at the end of the process,  you can complain to the Local Government Ombudsman (LGO). The LGO investigates complaints about councils and other bodies.