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Direct payments: how to compliment, comment or review

We are committed to providing high quality services. If you have something to say about us, good or bad, we want to hear from you.

Excellent customer service is important to us

We endeavour to:

  • Answer your phone call within five rings
  • Answer the phone with a friendly and polite greeting
  • Acknowledge all emails and letters within two days of receipt. If we cannot answer your query at this time we will inform you of this and will advise you when we will be able to give you a full response.
  • The Direct Payments Team aim to contact you to arrange a visit within five working days of receiving your request depending on the customer's availability.

Compliments and comments

If you want to pay a compliment to one of our staff or make a comment about how we might do something better, you can do so by contacting us at:

Direct Payments Team
Merton Civic Centre
London Road



We welcome any compliments, comments or complaints you may have about any aspect of the Direct Payment service. We endeavour to use any feedback you may provide for us to improve our service to you.

If you would like to compliment, comment or complain about any aspect of the Direct Payments Team, you can do so by writing to the address below or via the Council's feedback and complaints process at the following link:

Complaints, compliments and comments


Contact us

Complaints Team
Merton Civic Centre
London Road

Telephone: 0208 545 3060