City Hall

Complaints

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

We hope you have no reason to complain about our work here at City Hall: our customer service, policies or our staff. 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 City Hall 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. 

Stage 1

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.

Stage 2

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. 

Stage 3

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 most senior member of staff, the Head of Paid Service, or a person nominated by him/her. We will aim to respond within 20 working days.

Next steps

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, including the Greater London Authority.

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. 

Browse decisions by the Monitoring Officer

Complaint about London Fire Brigade

For complaints about fire services in London please contact London Fire Brigade.

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. 

Stage 1

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.

Stage 2

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. 

Stage 3

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.

Next steps

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

Contact us form

We want to ensure that your query is dealt with promptly and correctly the first time.  

Please read information about contacting City Hall and the Mayor before completing this form to help ensure that your query is addressed by the most appropriate team. 

NB: about your complaint

Please note if you have a complaint about policing or transport, please visit the Mayor's Office for Policing and Crime (MOPAC) or Transport for London (TfL). We are unfortunately unable to handle these kind of requests.

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Your correspondence

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