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  4. Contact us
  5. Complaints and compliments
  6. Make a complaint about council services
  7. Complaints policy

Stay safe in very hot weather

Very hot weather is expected for the next few days. A red heat-health alert (the highest level) is in place for London on Wednesday and Thursday.  

Hot weather can be dangerous and can cause serious illness. Stay safe and look out for others who may be particularly vulnerable to the heat. Read advice on GOV.UK

Cool spaces

There are local cool spaces that are free and open to everyone. Visit them to rest, drink water and stay cool. Find a cool space near you

Access Islington hubs 

North and South Access Islington hubs are closed due to the hot weather. The Central Hub is open for urgent, in-person support, until 4pm today (Wednesday 24 June) but avoid travelling unless it is essential. 

You can still access our services online and you can call us on 020 7527 2000 if you need to speak to someone. 

Complaints policy

This policy explains how we handle complaints.

  1. About our complaints policy
  2. What a complaint is
  3. Who can complain
  4. What you can complain about
  5. What you cannot complain about
  6. How to make a complaint
  7. The complaints process
  1. Complaint handling and outcomes
  2. Managing unreasonable actions
  3. Remedies policy
  4. Confidentiality and privacy notice
  5. Contact details
  6. Versions

How to make a complaint

You can make a complaint by:

  • completing our online complaints form
  • phoning 020 7527 2000
  • visiting our Access Islington hubs
  • writing to us at Access Islington, 222 Upper Street, London N1 1XR
  • speaking to any staff member, who will support you to log your complaint

If you express dissatisfaction in a survey or other feedback channel, we will tell you how to make a formal complaint and help you do so if you wish.

Accessibility

We accept complaints in any format or language. If you have a disability or vulnerability, we will make reasonable adjustments to support you, in line with the Equality Act 2010. See further accessibility information. Please let us know if you need this policy in another format.

Recording complaints

Once we receive your complaint, we will record all information and evidence on our complaints management system (CaseTracker), which will provide you with a reference number to use when contacting us about your complaint.

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Data protection: We will handle your personal information in line with the Data Protection Act 1998 and in accordance with the council’s Fair Processing Notice.