The formal complaints policy is based on the principle of a two-stage process.

• The complaint will be escalated to the relevant service department for a resolution
• The local service department resolution will then be reviewed

The complaints policy will apply both to services we provide and to services where we have a responsibility, such as contracted services.

When replying to a complaint, we will inform the complainant of any right of further redress, such as Housing Ombudsman and Local Government Ombudsman (after the review stage.)

If you are still dissatisfied by the outcome of your complaint after you have been through the Councils internal complaints process, you may wish to complain to the Ombudsman. Details about how you can complain to the relevant Ombudsman service will be explained in your review stage response letter.

The Housing Ombudsman and Local Government Ombudsman are independent from the Council.

Complaints by Councillors and Members of Parliament

The complaints policy is intended for individual citizens to seek redress. Councillors and MPs may bring a formal complaint by acting as their constituent’s advocate.

Special Cases

We intend, where possible, to allow a complaint to be dealt with under this procedure. The only exceptions relate to some statutory and legal limitations. Some examples are:

• A Town and Country Planning appeal against refusal of planning permission.
• A complaint where the customer or the council has started legal proceedings or has taken court action but not cases where a customer has simply threatened to start legal proceedings against the council.
• A complaint that has already been heard by a court or tribunal, including the council's benefit review procedure.
• A complaint about adult social care or children’s issues covered by the statutory procedures.
• A school admission or exclusion appeal.
• A staff complaint about a personnel matter, including appointments, dismissals, pay, pensions and discipline (but not from staff as service users.)
• A complaint about council policy or an insurance matter.
• A complaint about the issue of a Penalty Charge Notice by Parking Services (except administrative issues) and the recovery process thereof, which are subject to a separate appeal process.
• A complaint against the refusal of disabled badges for parking exemption (where a special appeal process applies.)

If you have suffered an injury and/or property damage, and you consider the London Borough of Camden to be responsible, please print off the relevant claim form below, complete and sign the form and email it to us at finance.insurance@camden.gov.uk.

• Public Liability Claim Form (PDF)
• Insured Property Claim Form (PDF)
• Motor Insurance Claim Form (PDF)

In some cases, you may have other insurances that cover the relevant damage or injury. They would usually be able to do so more quickly and without any future premium penalty or, in the cases of property losses, without deduction for wear and tear which would normally be applied to a liability property damage claim.

If you are a Camden tenant and have your contents insured through Allianz Insurance and wish to make a claim via this Policy, please contact Rent Support in the usual way. Allianz Insurance is provided through Rent Support.

Completion of this form should not be construed as a right to compensation. The Council will only pay compensation where evidence of negligence or a breach of statutory duty on behalf of the Council and/or its employees exists.

The Council will not consider claims that are a result of the negligence of contractors.

In order to manage expectations in terms of the-time frame for handling any claim, the Council follows the Civil Procedure Rules. Therefore, we will meet the following deadlines:

• Acknowledgement of claim within 21 days.
• The Council has 3 months from acknowledgement of your claim to investigate the circumstances that gave rise to your claim and provide a response on liability.
• In addition to the deadlines imposed by the Civil Procedure Rules, the Council will endeavour to respond to any correspondence from you within 14 days.

If you have any queries in regards to the claims process, please contact the insurance team.

Portal claims made against the council are handled in-house. As such, all new Portal claims should be made directly against the council via the Claims Portal (Portal ID: G00549).

You can report:

• Fraud
• Corruption
• Bribery
• Irregularity

To either of the following:

Camden’s Anti-Fraud and Investigations Team (AFIT)
On any of the following numbers:

• 020 7974 1901
• 020 7974 1949
• 020 7974 2281

Expolink(Whistleblowing hotline)

• Members of the public can call: 01294 661600
• Camden Council staff can call: 0800 374 199

All calls are treated confidentially. If you raise a concern in good faith, under the Public Interest Disclosure Act 1998, no action will be taken against you even if no evidence of wrongdoing is found.

Our whistleblowing procedures are in line with ACAS guidance.

Anti-Fraud and Corruption Strategy Sept 2017 (PDF)