Complaint information

We always try to provide excellent services. But things sometimes go wrong and, when they do, we want to know so that we can put things right, and learn from our mistakes. 

Before making your complaint please read the information sheet called How to complain about Brent Council (.pdf, 176Kb)  as it gives you contact details, advice on what you can expect, what we need to know from you and other information that you may find useful. 

When you are ready, you can fill out an on-line form  or you can download a form (.pdf, 209Kb) direct to your computer for posting or take back any of the One Stop Shops listed in the information leaflet.

We have now set up an on-line survey to get your opinions on how we dealt with your complaint when you first contacted the council. Complaints survey 

New complaints process April 2012

Brent Council has replaced its old complaints policy with a new 2 Stage Corporate Complaints Policy (.pdf, 107Kb) for complaints made after 1 April 2012. The changes mean that complaints will be dealt with by a service area at stage one and the second stage will be done by the Chief Executive, and the aim is to resolve first-stage complaints in 20 working days.

The new procedure will not apply to Community Care and Children and Families complaints, which are governed by their own procedures set out in national law around social care cases