Complaints about our Services

Complaints Procedure

Stage 1

Firstly, take up your complaint with the Department that provides the service in question. If telephoning, ask to speak to the person you dealt with or their manager, as it is best for everyone if complaints can be sorted out early.

Alternatively you can telephone Barking and Dagenham Direct on 020 8215 3011 and speak to one of their Customer Service Officers. We aim to resolve your complaint at this stage either on the spot or within 5 working days.

Stage 2

If you are still not satisfied with the answer you receive, make a formal complaint. You can do this by writing a letter, filling in one of our leaflets ( PDF 115K) which can be dropped into any council office or library, complete the online complaints form, or telephone one of our complaint coordinators.

To view PDF files requires the free Adobe Acrobat Reader software.

If you decide to post it, you don't need a stamp if you use this address: London Borough of Barking and Dagenham, Freepost RM341, Civic Centre, Dagenham, RM10 7BN.

When we receive your complaint it will be passed to one of our Complaints Coordinators depending on what ward you live in. They will then work with the service areas to ensure that the complaint is formally investigated.

We will send you an acknowledgement within 5 working days, the name and telephone extension of the person investigating your complaint and the date by which you should receive a reply, which should be within 20 working days. If we cannot meet this target you will be sent a progress report.

We will keep a record of your complaint and give you a reference number to quote when making further enquiries.

Stage 3

If you are unhappy with the Department's reply, for most matters you can ask the Chief Executive to carry out an independent investigation. You should write to him, giving your reasons for appeal, at London Borough of Barking and Dagenham, Freepost RM341, Civic Centre, Dagenham, RM10 7BN.

As in stage 2, we will acknowledge your letter within 5 working days, giving the name and telephone extension of the investigating officer and the date by which you should receive a reply, which should be within 20 working days. If we cannot meet this target you will be sent a progress report.

Local Government Ombudsman

The Local Government Ombudsman is an independent person who investigates allegations of maladministration causing injustice to the person who has complained.

If you need more help

If you would like some advice about filling in the form or would like the information on audiotape or in large print please contact the Corporate Complaints Team at the address shown above.