How we deal with complaints

Corporate complaints procedure

Unless there is another appropriate procedure, we will deal with your complaint about a council service using our customer feedback procedure (PDF, 307KB).

In some cases, other complaints procedures may apply, or we may need to refer you to a tribunal. These include complaints about:

social care of children and young people
social care of adults and older people
the issuing of a penalty charge notice (such as a parking ticket), and the recovery process
a decision on a planning application
a community care charge assessment
an offer of council accommodation, a re-housing decision or an eviction decision
entitlement to Housing Benefit and/or Council Tax Benefit
a decision about the school a child should attend
a decision to exclude a child from school
the amount of special education provision for a child
councillors (elected council members).
Freedom of Information (FoI) requests - how we dealt with them or the answer we gave you.
something covered by a statutory process such as an appeal or tribunal
something that can be dealt with under the dilapidation or disrepair protocols
Complaints about services delivered by Homes for Haringey (external link)

We will not normally investigate a complaint about:

something that happened more than 12 months ago, unless it concerns delays by the Council
something that is outside the council’s control (for example, we cannot deal with complaints about other organisations but may be able to advise on how to complain)
a decision we have made where we correctly followed proper procedures/processes (including those for appeals/objections/representations) and relevant law/guidelines
something dealt with by court proceedings. Our legal advice directory may help you
something involving employees' personnel matters including pay, pensions, disciplinary and grievance issues
liability claims - these are dealt with by the council’s insurers
Complaints about schools are dealt with by the schools themselves. Further information is available on the Department for Education website (external link)