We aim to provide the best services possible but sometimes things go wrong. If they do, please tell us about it and we will try to put the problem right as quickly as possible. We have a specialist complaints department to help and support you through the process.

With effect from 1 April 2017, the council’s complaints procedure has been streamlined, as set out below.

Stage 1

Please report your complaint to us. You can use our online complaints form to do so, and can attach documents or photographs if you wish. 

Your complaint will be acknowledged within three working days. The manager of the service concerned will investigate the complaint and reply to you within 20 working days. If the issue is more complicated it may take longer, but we will let you know if we need more time to investigate and respond. Timings may be different for complaints about children’s social care.

Stage 2

We can usually resolve complaints at Stage 1, but in the unfortunate event that you remain dissatisfied with the council’s response, you can contact the Local Government Ombudsman. This independent organisation investigates complaints against councils. There is no charge for this service, but the Local Government Ombudsman will usually only consider your complaint after you have given us the opportunity to resolve matters for you.

Complaints policy documents

Corporate complaints policy

Childrens' social care complaints process


Address: Civic Centre, Stockwell Close, Bromley, BR1 3UH

Telephone: 020 8461 7706