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Making a complaint

 

 

The Council's Complaints Policies

 

 

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When can I complain?

 

You can complain if:

  • we have told you that something would be done, but it hasn’t been done or is taking too long;
  • a member of our staff or someone working on our behalf has treated you unfairly; or
  • we have been told that you cannot have help or use a council service.

 

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How can I complain?

 

You can make a complaint in a number of ways.

 

A manager will reply within 10 working days of receiving your complaint.

 

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If you want, you can also get help from:

  • your local councillor or Member of Parliament; or
  • a specialist advice or representation organisation, such as Citizens Advice.

 

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What if I’m still not happy?

 

If you are not happy with how the service manager has handled your complaint, you can complain to our Head of Corporate Law, Paul Fisher.

 

You can also write to the complaints monitoring officer at:

 

Maidstone House

King Street

Maidstone

Kent

ME15 6JQ

 

Please give us the reference number we have used in previous correspondence.

 

If you need any extra help with language or you have a visual disability, please tell the complaints manager this.

 

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What happens to my complaint?

 

Once the complaints monitoring officer has received your complaint he or she will respond within 20 working days.

 

If you are still not happy with our response, you can appeal to the local ombudsman.

 

Alternative formats of this leaflet are available from the Communications Unit on 01622 602351.

 

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Customer Care

 

For information on our Customer Care Policy, please read and/or download our Customer Care Policy document.

 

Visit the Local Governments Ombudsmen's website: http://www.lgo.org.uk/.

 

What do they do?

They investigate complaints about most council matters including housing, planning, education and social services.

It is an independent, impartial and free service. The Ombudsmen can investigate complaints about how the council has done something.

 

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