Complaints about our services 

Complaints procedure 

• Stage 1 

  Please contact Barking and Dagenham Direct on 020 8215 3000 and speak to one of our Corporate Complaints team, or email: complaints@lbbd.gov.uk
  
  We aim to resolve your complaint at this stage either on the spot or within 10 working days if it’s more involved.
  
  
  

   

• Stage 2 

  If you are still not satisfied with the answer you receive you can request, in writing, for your complaint to go to the next stage – stage 2.

  Or you can do this here: http://www.lbbd.gov.uk/CouncilandDemocracy/Complaints/Pages/GeneralComplaints.aspx
  Or by writing a letter, filling in a  Leaflet which can be dropped into any council office or library.

  Our postal address is:
  London Borough of Barking and Dagenham
  Complaints Team
  Barking and Dagenham Direct
  2nd Floor
  Roycraft House
  Freepost RM341
  15 Linton Road
  Barking
  IG11 8HE

  When we receive your complaint our Complaints Officers will work with the service areas to ensure that the complaint is formally investigated.
  We will send you an acknowledgement within 5 working days 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.

   

• Stage 3 

  If you are unhappy with the reply you receive, for most matters you can ask the Chief Executive’s Office to carry out an independent investigation. Any appeal should be in writing, giving your reasons to the address below or email stage3@lbbd.gov.uk

  Stage 3 Appeals
  London Borough of Barking and Dagenham
  Freepost RM341
  Room 104
  Town Hall
  1 Town Square
  Barking
  IG11 7LU

  As in stage 2, we will acknowledge your correspondence within 5 working days, giving 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 looks at complaints about councils and some other authorities and organisations. It is a free service.  The Ombudsman will investigate complaints in a fair and independent way.
  
  If you have a problem with a council service, you should first complain to the council. But if you are still not satisfied, the Local Government Ombudsman may be able to help, see here for further details:

  http://www.lgo.org.uk/making-a-complaint/

  Alternatively call the Local Government Ombudsman helpline on 0300 061 0614 if you want help with making a complaint. The helpline is open from 8.30am to 5.00pm, Monday to Friday.

   

• Barking and Dagenham Council Performance 

  The Local Government Ombudsman issue annual letters to all councils about their performance in dealing with complaints made about them to the Ombudsman.

  The aim is to provide councils with information to help them improve complaint handling, and improve their services more generally, for the benefit of the public. 

  The letters also include a summary of statistics relating to the complaints they have received and dealt with against each council.

  To view the letter, please visit the Local Government Ombudsman website.

   

• Persistent and Vexatious Complainants Policy 

  In those case where our customers, staff or the council as a whole suffer adversely from persons making repeated, frivolous or persistent complaints or who do so in a threatening, abusive or difficult way our Persistent and Vexatious Complainants Policy will be applied.

  Persistent and Vexatious Complainants Policy

   

• 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.

   

• Your local councillor 

  You can, of course, take your complaint to an elected councillor for Barking and Dagenham. Every area of the borough has 1 or more to represent you.

  Please contact Democratic Services for details of your local councillor, including surgeries/advice sessions.