Formal complaints - stage 1
This section describes the second step of our complaints procedure.
You can register a formal complaint with Customer Services at the Town Hall, Reigate. Customer Services will record the complaint details and ensure the most appropriate person deals with it. Normally, this will be with someone in the relevant service unit.
There is no requirement to put your complaint in writing although we would prefer it as this helps to ensure that the complaint is recorded properly. We need to know what you believe went wrong, what you would like us to do to put it right and whether you have already spoken to anyone about it.
If your complaint is about a particular Head of Service then you should follow the procedure under stage 2.
Your complaint will be acknowledged within three working days of receipt and that acknowledgement will provide an answer if possible. If an answer is not possible by then we will come back to you within 10 working days to provide an answer or say when we will be able to give you a full reply, as well as an update on the investigation.
Tell me about
- Formal complaints - stage 2
- Making a complaint - the aims of our procedure
- Further information on complaints
Last updated : 16/12/2004
