Comments and complaints

Three-stage complaints procedure

We aim to give you an excellent service but we know that things sometimes go wrong. We have a 3-stage complaints procedure, which you should use if you wish to make a formal complaint.

Stage 1
First, contact the person dealing with the matter. If you are not sure who you need to speak to, call freephone 0800 40 80 160. We will reply within 10 working days of receiving your complaint. If you are unhappy with our response, you can ask for your complaint to be investigated at Stage 2.

Stage 2
A senior manager will review your complaint and respond to you within 10 working days of receiving your complaint. If you are unhappy with the response, you can ask for your complaint to be investigated at Stage 3.

Stage 3
A senior manager will review your complaint on behalf of the Chief Executive of Enfield Council and will respond to you within 30 working days of receiving your complaint.