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Making a complaint
The Council's Complaints Policies
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.
How can I complain?
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 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.
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:
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.
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.