Making a complaint

The Council's Complaints Policies

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.

You can make a complaint in a number of ways.

Phone us on 01622 602640.
Email: ku.vog.enotsdiam@REMOVEMEstnialpmoc
Fill in a form on our website
Fill in the form at the back of the complaints leaflet and send it to the Freepost address.
Write a letter to us
Come in and talk to someone face-to-face.

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

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:

Freepost SEA 10167

PO Box 865

5 – 11 London Road

Maidstone ME16 8HR.

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.

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.