We are committed to and pride ourselves in delivering high quality services in the most effective and efficient way possible. Occasionally, despite our best intentions and hard work, things can go wrong and errors can occur. 

We need to be made aware when this happens so that we can resolve any issues and learn from our mistakes to ensure that it does not happen again.

What is a complaint

Our definition of a complaint is an expression of dissatisfaction about one of our services. This could be from the following:

  • significant or repeated failure to provide a service
  • the standard of the service provided
  • treatment by or attitude of a staff member
  • dissatisfaction with the local authority’s policies
  • disagreement with a decision where you, the resident, cannot use another procedure (like an appeal) to resolve the matter
  • our failure to follow our administrative process

This list does not include everything and is given as a guide to assist you in submitting your complaint.

Things which do not count as complaints

We do not consider the following as complaints:

  • a routine first time request for a service (see more below)
  • a request for compensation only
  • issues that are in court or have already been heard by a court or tribunal
  • issues that are being investigated by the police
  • disagreement with a decision where a statutory right of appeal exists, like planning applications
  • an attempt to reopen a previously concluded complaint or to have a complaint outcome reconsidered where we have already made and provided you with our final decision

Service requests

Not every expression of dissatisfaction about one of our services will be treated as a complaint. These may be treated as a request for us to take action, for example, a service request. We will deal with these as part of our day to day business, rather than through our complaints process.

The most effective way to request a service or tell us something is to report an issue or call us on 020 8770 5000. 

Some common examples of service requests are:

  • missed bin collections
  • replacement waste containers
  • fly tipping
  • cutting grass verges
  • a blocked gully
  • reporting abandoned vehicles

This list does not include everything and is given as a guide to assist residents in appropriately requesting our services.

Making a complaint

Contact us if you would like to make a complaint about something that happened in the past 12 months.

Email

complaints@sutton.gov.uk

Write to us

Sutton Council, Civic Officer, St. Nicholas Way, Sutton SM1 1EA

You should include as much detail as possible, providing any supporting documents such as emails or letters. If you are submitting a complaint on behalf of someone else, we will need proof of authorisation for you to act on their behalf.

Getting help with your complaint

If you need help making a complaint, you can ask:

  • a friend, neighbour or relative
  • your doctor, carer or personal assistant
  • a Councillor or your local MP
  • any other advocate of your choice

You can also request help from Citizens Advice or call them on 0800 144 8848.

If you are under 18, and are in care or leaving care, you can get help and support to make your complaint from an independent advocacy service. For further information, contact Volunteer Centre Sutton.

Leave feedback or give a compliment

If you would like to leave feedback or give a compliment following a recent interaction you had with us, complete our feedback and compliments form. We use your feedback and compliments to improve our standards and services. 

This form is not regularly monitored, so do not use it to submit your complaint.