Contacting us
Please use this
contact list to find the relevant department or
the a-z to locate the service you require. The main switchboard
number is 020 7606 3030. Email
pro@cityoflondon.gov.uk
To contact a Member please see
Committee information.
Our address
City of London, Guildhall, PO Box 270, London EC2P 2EJ.
Maps showing how to find us.
The City of London Corporation also owns and / or manages many
properties and locations outside the Square Mile.
About this website
Click here for information about using the site. We welcome
your feedback about the site - please email the web team
web@cityoflondon.gov.uk.
Comments, complaints and suggestions
The City aims to be helpful, efficient and to deliver your
services right first time. However, we know there are times you may
not be happy or you may want to make a suggestion about how we can
improve. We want to correct our mistakes quickly and always seek to
enhance our service delivery. As part of this your feedback -
comments, complaints and suggestions - are important to us.
A comment or suggestion is…
We define a comment or suggestion as a matter which proposes an
improvement / change to existing services to ensure more successful
delivery, or as a request for a service that is made for the first
time. All comments and suggestions will be used as part of planning
the improvement and delivery of your services. We will not respond
to comments and suggestions unless we have your contact details and
need to clarify something with you.
A complaint is…
We define a complaint as
“A complaint is an expression of dissatisfaction by the public,
however made, about the conduct, standard of service, actions or
lack of action by the City of London Corporation or its staff”
and we deal with complaints through a simple three-stage
procedure.
Please note that this procedure is not intended for cases where
the City of London has taken a decision in a proper manner but with
which you disagree or where you wish to complain about other
persons or organisations - unless they are working for the City of
London. We will also not respond to or pursue feedback that is
identified as frivolous or vexatious.
Making a concise complaint
You can make
your complaint in the way that is most convenient to you. For most
complaints you can phone, email
complaints@cityoflondon.gov.uk,
download the form on our website or send a letter.
Download a complaint form (700kb)
If we don't have all the information we need to deal with a
complaint we will have to contact you to request it. This adds to
the time taken to resolve it. So before you make a complaint take a
little time if you can to prepare what it is you want to say. Be
specific and focus on the issue - what, why, when, where, who - and
briefly explain all the relevant circumstances surrounding your
complaint.
Stage 1
Usually, the best people to deal with a complaint are those who
provide the service - please contact them first. They will try to
sort out the problem as quickly as possible - mistakes and
misunderstandings can often be sorted out on the spot. Once you
have made your complaint you can expect a full response within 10
working days. If we aren't able to deal with your complaint in full
within this time we will contact you to advise you of the delay and
to let you know when you can expect a full response.
Stage 2
If you are not happy with the
outcome from stage 1, you can take the matter further. Contact the
Complaints Coordinator, who will arrange a review of your complaint
by the Chief Officer of the department, or a nominated senior
officer. Again you can expect a full response within 10 working
days or we will contact you to advise you of the delay and to let
you know when you can expect a full response.
Stage 3
If you are still unhappy after the stage 2 investigation, you can
recontact the Complaints Coordinator. Our final review and response
will be undertaken by the Town Clerk & Chief Executive, or a
senior officer acting on his/her behalf and will be a completely
independent investigation of your complaint. In your letter you
should outline the circumstances and details of your complaint and
the action you wish the City of London to take. As for the previous
stages you can expect a full response within 10 working days or we
will contact you to advise of the delay and to let you know when
you can expect a full response.
If the stage 3 review doesn't resolve your complaint and you
want to take it further you will need to contact the Local
Government Ombudsman.
If after any stage you don't get back to us within four weeks of
our response to you we will consider that you have been satisfied
with the response you have received.
Local Government Ombudsman
Download the Local Government Ombudsmans annual
letter (1.93mb)
The Local Government Ombudsman provides an independent service
which will investigate any sort of complaint about the authority.
You can complain to the Ombudsman at any time, but he will usually
ask the Council to investigate the matter first if it has not
already gone through our complaints procedure. A leaflet giving
advice on how to complain can be downloaded from the
Ombudsman's
website or obtained by contacting the office (see below).
You can email or write to the Ombudsman or ring them direct.
Local Government Ombudsman
10th floor,
Millbank Tower, Millbank,
London SW1P 4QP
Tel 020 7217 4620
Fax 020 7217 4621
Adviceline, 0845 602 1983
or email
enquiries.london@lgo.org.uk
Where else can you get help?
You may wish to ask for help at any stage from your local Ward
Member or MP. The Citizens Advice Bureau has staff who can help you
make the complaint. Visit the Citizens Advice Bureau website for
more information.
Other procedures
We do not use the
procedure set out above to deal with all complaints. There are
special arrangements and a different form for complaints about
Social Services and there is also a separate procedure for
complaints about schools. We would not normally deal with a
complaint under our process if it is being dealt with or was
previously dealt with by legal proceedings. In addition, some
complaints have their own appeals procedures - for example,
disputes over parking tickets and planning applications. We will be
able to advise you on the correct procedure or appeals process.
Freedom of Information complaints procedure
There is a special procedure for complaints made under the
Freedom of Information Act 2000.
Download the FOI complaints procedure
here (30kb)
Environmental Information Regulations complaints procedure
There is a special procedure for complaints made under
the Environmental Information Regulations 2004.
Download the EIR complaints procedure
here (29kb)