Please see the information below on how to direct your complaint.
Making a complaint
Complaint about Transport
Transport for London (TfL) handle the majority of enquiries about public transport in London.
Please contact TfL with your complaint in the first instance.
If you have raised a complaint with TfL and are unhappy with their response, you can contact London TravelWatch, which is the statutory watchdog for most transport operators in and around London.
Complaint about Policing
If you wish to make a complaint about the conduct of a Metropolitan Police officer or member of staff you should submit a complaint on the Metropolitan Police Service website.
If you would like to make a complaint about MOPAC then please contact MOPAC directly.
Find out more about the Mayor’s role for policing in London, and how to report other incidents.
Complaint about the work of City Hall
The GLA operates a transparent and simple two-stage complaints policy and we aim to acknowledge complaints within five days and respond within twenty days.
The complaint will be investigated by a manager and we will inform you of the outcomes of any actions taken following your complaint, or give you guidance on how to progress your complaint if it is outside our control.
If you are unhappy with the response you received at stage one, you can escalate your complaint to the next stage of the complaints procedure.
At stage two the complaint will be investigated by an executive director and we will inform you of the outcomes of any actions taken following your complaint.
Local Government and Social Care Ombudsman
If at the end of stage two you are still not satisfied with how we have handled your complaint, you can contact the Local Government and Social Care Ombudsman (LGSCO) online or telephone 0300 061 0614. The Ombudsman is a free, independent service which investigates complaints about local authorities, including the Greater London Authority.
Make a complaint
If you have a question about making a complaint, you can telephone us on 020 7983 4100.
Complaint about the Mayor, Deputy Mayor or Assembly
Detailed information about the Member complaints procedure can be found in the following document:
If the GLA’s Monitoring Officer investigates your complaint, the final summary investigation report and finding will (with the exception of any private or confidential information) be published on the Authority’s website.
In cases where the Monitoring Officer upholds your complaint, he/she can apply no formal sanction other than to provide an opinion on the conduct of the GLA Member concerned as compared to the expectations of the Code of Conduct.
Note: There are no appeal mechanisms within this process. Should you be dissatisfied with the Monitoring Officer’s decisions and/or actions at any point, you may be able to complain to the Local Government Ombudsman (as above) or to the courts.
Further information about Member complaints
Find out more about high standards of conduct we set for Members and the role of the Monitoring Officer.
Complaint about the London Economic Action Partnership (LEAP)
We hope you have no reason to complain about the work of the London Economic Action Partnership (LEAP). But, if you do feel unhappy about the service you have received please let us know and we will try to put things right.
If you wish to make a complaint, you can do so online using our online complaints form.
If you have a question about making a complaint, you can telephone us at: 020 7983 4100.
How your complaint about LEAP will be dealt with
There are three main stages to the corporate complaints process. We aim to deal with all complaints at stage one. If you are unhappy with our first response, you can then escalate your complaint to the second stage.
Once you have contacted us outlining the problem, we will contact the relevant member of staff or their manager who will investigate the complaint, deal with it where possible and ensure measures are taken to prevent a similar problem occurring in the future. We will then inform you of the outcomes of any actions taken following your complaint, or give you guidance on how to progress your complaint if it is outside our control.
If you are unhappy with the response you received at stage one, you can escalate your complaint to the next stage of the complaints procedure. At stage two, your complaint will be referred to a more senior member of staff. A director or senior manager will investigate the matter further.
If you are still not happy with the response you have received, you can contact us again stating clearly that you wish to escalate your complaint to stage three. At this stage, your complaint will be dealt with by the Greater London Authority's Section 127 Officer, Martin Clarke. We will aim to respond within 20 working days.
If at the end of stage three you are still not satisfied with our response, you can contact the Local Government Ombudsman (LGO) online or telephone 0300 061 0614. The Ombudsman is a free, independent service which investigates complaints about local authorities.
The Ministry of Housing, Communities and Local Government may request information arising from this process if they have concerns regarding LEAP or have been approached with similar complaints. The expectation is that this information will be provided on an anonymous basis. However it may be necessary to provide personal details to progress a complaint.
Make a complaint using our online form
You can view our City Hall Service Standards for more details on how we manage your correspondence, including response time, privacy information, discrimination and equality.