Submitting a complaint
We realise that sometimes things can go wrong. If they do, we want to hear from you so that we can put them right and learn from what has happened.
By letting us know what you think, when we are doing a good job and when you think we could do better, you are helping to improves the services we provide for everyone.
Service complaint
For complaints about specific services or situations follow the steps below.
- Housing: If you want to make a complaint about housing services, visit our housing complaints page.
- Adult social care: If you have a complaint about a care home, nursing home, or any other adult social care service, the first thing you should do is tell the home or service. This applies whether you pay for your care or if the local council funds it.
- Schools: Each school has their own complaints procedures. If you have a complaint about a school each school have their own complaints procedures, please contact the school directly.
- Councillor Conduct: If you wish to complain about the conduct of a councillor of Hillingdon Council, you must submit your complaint in writing.
Before you submit a complaint
You have 12 months from the date of the incident to submit your complaint.
Please note: We are not obliged to investigate matters that occurred more than 12 months ago.
What information we need
- Nature of your complaint.
- Names of any council officers or services you’ve dealt with.
- Details of any letters or correspondence you’ve received.
- What you would like us to do to resolve the issue.
- Your contact details (telephone number and email address, if possible).
Legal action
If you are taking legal action against the council, you cannot make a complaint about the same matter. You can still complain about unrelated issues.
How to complain for someone else
You can make a complaint for a friend or relative, but you must have a signed letter from that person authorising you to act on their behalf.
Submit a complaint
If you decide to still make a complaint, you will not be treated less favourably, and your complaint will be dealt with in confidence.
To submit a complaint, please complete our online form.
Please note: If you would like advice or guidance on submitting a complaint, please call 01895 277800 (Monday to Friday, 9am to 5pm).