Get in touch
Did you know? You can report issues and concerns in Hillingdon any time, day or night, via our website. Visit www.hillingdon.gov.uk/report for a full list of what you can report.
Complaints
We realise that sometimes things can go wrong. If they do, we want to hear from you so that we put them right and learn from what has happened.
If you are dissatisfied with a service we have provided, in the first instance, please contact the relevant service to see if they can resolve your concerns.
If you'd still like to make a complaint
You will not be treated less favourably if you decide to complain, and your complaint will be dealt with in confidence.
The best way to make a complaint is by completing our online form.
Other ways to make a complaint
- via email complaintsmailbox@hillingdon.gov.uk
- via post - to Complaints and enquiries team, 3E/07 Civic Centre, High Street, Uxbridge UB8 1UW
- If you would like advice or guidance on submitting a complaint, please call any one of the following numbers:
- 01895 277801
- 01895 277143
- 01895 556015
Please note:
- If you wish to complain about the conduct of a councillor of Hillingdon Council, you must submit your complaint in writing.
- Schools have their own complaints procedures, please contact the school directly if you have a school-related complaint.
Complaint procedures
Please be aware that there are separate arrangements for dealing with some complaints and the procedures we will follow are set out below:
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Complaints procedure [162KB]
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Public Health complaints procedure [48KB]
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The Independent regulatory challenge panel [11KB]
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Children and young people's service complaints procedure [125KB]
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Adult social care complaints procedure [132KB]
Please note: 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 complaints procedure [22KB]
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Customer service standards [129KB]
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Unreasonable or unreasonably persistent complainants [171KB]
You have 12 months after an incident to submit your complaint. We are not obliged to investigate incidents which happened more than 12 months ago.
It will help us if you state clearly what your complaint is, which council officers or service you have dealt with and give details of any letters you have had from us.
Please tell us what you'd like us to do to put things right.
Please provide your contact details including a telephone number and email address, if you have one.
If you are taking legal action against the council you cannot make a complaint if it concerns the matter you are taking legal action over. You can make a complaint about an unrelated matter.
You can make a complaint on behalf of a friend or relative but you must have a signed letter from that person which authorises you to take the action.
Ask someone to help if you need advice with making your complaint to the council. It can be a friend or relative, or anyone else you choose.The following places may assist you in making your complaint:
- Your local councillor or MP: telephone 01895 250636
- Local Government Ombudsman: telephone 0300 061 0614, or write to:
- Housing Ombudsman: telephone 0300 111 3000, or write to:
- Disablement Association Hillingdon (DASH): telephone 020 8848 8319 (Minicom 020 8848 8323)
- Equality Advisory and Support Service
The Local Government Ombudsman
PO Box 4771
Coventry CV4 0EH
Housing Ombudsman Service
Exchange Tower
Harbour Exchange Square
London E14 9GE