Business Rates complaints, compliments and suggestions

We believe that customers are the key to delivering high quality services. Contact from customers can be received in a variety of ways including complaints, compliments and suggestions.

Compliments and suggestions

Comments, suggestions and complaints made by customers have resulted in service improvements. Staff suggestions are also encouraged and considered.

Customer suggestions are important to the service. Every suggestion received is carefully considered and may be adopted if practical. If you have any comments or suggestions to make about the service, please get in touch with the Business Rates Service.

Complaints performance

When we receive a complaint we have a target of 10 days to investigate it and respond to the customer. Over the past 2 years the number of justified complaints we received has dropped significantly and the complaints we have received have been dealt within target.

In 2014/15 we received 21 complaints and in 2015/16 this had fallen to 16.

Making a complaint

Both the Business Rates Service and the council as a whole take complaints very seriously.

When you complain to the Business Rates Service you will receive a reply from Mr J Cox, NNDR Contract Manager (

If you wish to contact the Business Rates Services regarding a complaint you can:

Make a complaint online

Alternatively you can write to us at: 

Business Rates Service
P.O. Box 65993
SW18 9HN

Or send an email at:

Response targets

Our target is to respond to all written and emailed correspondence within 10 working days. Please note, if our response is sent by post it may take up to 14 working days to receive our reply.

Complaints are viewed positively, although every effort is constantly made to keep the number to a minimum, any we do receive are used as a way of improving working practices and monitoring the service we deliver.

The complete complaints procedure of the council is explained fully in a leaflet, Suggestions and Complaints, which is available from the ground floor concourse in the Town Hall, by contacting the Business Rates Service or can be read about the complaints procedure online.