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We welcome our customers' views and will use them to improve our services. Customer feedback is a valuable tool in helping to understand residents' and customers' expectations of service delivery, and plays an essential part in identifying service improvements across the council.
If your complaint relates to a council service issue we ask that you contact the relevant department; you can find the contact details through the A-Z directory, This will give them an opportunity to resolve your issue as quickly as possible. For environmental services such as reporting a missed refuse collection, broken street lights, or fly-tipping please use the Street scene enquiry form or telephone the Contact Centre on 020 8274 4902.
Please see the Report it page for how to report problems where a complaint isn't appropriate.
To make a complaint about a council service you can contact the Complaints Team by:
If you have a complaint about Children's Social Care you can contact the council by
If you have been impressed by or pleased with one of our services, please let us know by sending an email to: firstname.lastname@example.org or phoning 020 8545 3060.
You can also nominate a member of council staff for an Excellence Award. These are awarded once a year to individuals or teams that have demonstrated outstanding customer service.
If you have a comment about any aspect of the council's services, let us know by sending an email to: email@example.com or phoning 020 8545 3060 (weekdays, 9am - 5pm).
The Complaints policy can be found here: Merton's complaints policy
Please note that there are some complaints that are treated differently; these include
The council publishes a report each year which reviews performance and identifies areas for improvement. The reports are available on the Annual complaints report page.
The Complaints Team
Telephone: 020 8545 3060 between 9am and 5pm, - outside these hours there is an answerphone service.
This page was last updated on Thursday 30 April 2015