Any person who feels that BFRMO has not provided them with a high-quality service, or has not treated them fairly, has the right to use this Complaints Procedure. All complaints made about BFRMO services or those acting on their behalf will be taken seriously and will be treated in the strictest confidence. Please note that the BFRMO is not able to respond to complaints that are made anonymously.

If you wish to make a complaint, you should contact the office to speak to a member of staff by telephone or in person during normal working hours or in writing or by email. Try to give as much information as possible about your complaint so that your complaint can be properly considered.

 What happens next?

We can usually sort our simple mistakes or misunderstandings straight away and where possible we will try to deal with your complaint without any unnecessary delay.

  • Your complaint will be acknowledge within two working days, we will aim to investigate and resolve your complaint within 10 working days
  • If we cannot answer your complaint within 10 working days we will keep you regularly informed of our progress
  • If you are dissatisfied with the response you receive, you may appeal to the BFRMO Board, which will review your complaint at the next Board meeting. If a meeting is not scheduled to be held within 21 days, a special meeting will be called. You will be notified of the Boards decision within 7 days.
  • If you have exhausted the above complaints procedure and you are still dissatisfied, you may refer you complaint to the Council within 14 days of receipt of the Board’s decision. Details as follows:

Resident Participation Officer
Central Area Team
Housing and Regeneration Department
Wandsworth Council
90 Putney Bridge Road
London SW18 1HR

Telephone: 0208 871 8694